Guest Messaging brings every conversation with your guests into one place, across all your booking channels. It includes an AI Assistant that answers routine questions and scheduled messages that send check-in details automatically. This guide explains what the feature includes, where to find it, and how to use it.

What is Guest Messaging?

Guest Messaging is the communication hub in the Holidu host portal. It combines three main tools:

• Inbox: A single place for messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings.
• AI Assistant: Automatically answers common guest questions, such as check-in, WiFi, and directions, using local context about your property.
• Scheduled messages: Sends check-in details, access codes, and arrival information automatically for every booking.

Where to find Guest Messaging

Guest Messaging is included for all hosts at no additional cost. To open it, follow these steps:

1. Open the Holidu web app.
2. In the left navigation menu, click Messages.
3. Select Inbox to view conversations, or Scheduled Messages to set up automatic messages.

How to use the Inbox

The Inbox shows all guest conversations in one list. Each booking appears as a single thread, regardless of the channel it came from. Message history is available for upcoming, current, and past bookings for a limited period after checkout.

1. Open the conversation thread for the booking you need.
2. Type your response in the message box.
3. Click Send.
4. Review scheduled messages in the thread. The system sends them automatically, and they remain visible for full transparency.
5. Compose your message in your preferred language. Where possible, it appears to your guest in their language through automatic translation.

You receive a notification for every new message in your conversations, including messages the AI Assistant sends on your behalf.

How to set up the AI Assistant

The AI Assistant responds to guest questions on the topics you assign to it. To review or change these settings, open Manage settings (the gear icon in the Messages header). You can set each of the eight topics to either AI Assistant or Host. Your choice applies to all conversations, both existing and new. If you prefer a quick change, use Set all to AI Assistant or Set all to host.

When you reply to a message yourself, the AI pauses for that conversation so you can take over. If the AI cannot answer a question on a topic you assigned to it, it hands the conversation over to you.

How to set up Scheduled Messages

Scheduled messages save time by sending the same information to every guest at the right moment. Go to Messages > Scheduled Messages to create or edit them. Use them for check-in instructions, access codes, and arrival details. Each message is sent automatically for every booking and appears in the guest thread.

Frequently asked questions

How do I access the Guest Messaging Inbox?

Go to the left menu in the Holidu host portal and select Messages > Inbox.

Which channels are supported?

Conversations from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings are all supported in the same inbox.

What does the AI Assistant do?

It answers common guest questions around the clock, such as check-in information and local recommendations.

Can I choose which questions the AI Assistant answers?

Yes. Open Manage settings (the gear icon in the Messages header) and set each topic to AI Assistant or Host. You can also change these settings by telling the AI Assistant what you want, for example, "stop the AI from answering property issues."

Which topics does the AI Assistant never handle?

Bookings, payments and disputes, complaints, safety and legal matters, and platform or account questions always go through Holidu directly. You cannot change this setting.

How will I know when the AI Assistant sends a message?

You receive a notification for every new message in your conversations, including messages the AI Assistant sends for you, so you always know what was said in your name.

How do I enable access for collaborators?

Collaborators are not included automatically. To give a collaborator access, go to the specific property in Holidu, go to "collaborators" to adjust that person's access, and enable access to guest conversations. This needs to be done separately for each individual property.

Can I message guests for manual calendar blocks?

No. Messaging is only available for actual bookings.

Will every guest message appear in Holidu?

All channel-based messages are synced to your inbox. Guests may still contact you by email or phone outside Holidu.

Summary

• The Inbox brings all booking channels together in one place.
• The AI Assistant handles routine guest questions, and you choose which topics it covers.
• Scheduled messages send check-in details and access codes automatically.
• You receive a notification for every message, including those the AI Assistant sends for you.

For further questions, contact Holidu support.