Guest Messaging Guide and FAQ

What is Guest Messaging?

Guest Messaging is a unified communication feature in Holidu that allows you to manage all guest conversations in one place. Whether your guests book through Airbnb, Booking.com, Vrbo, Holidu, or direct bookings, their messages appear in a single inbox. This feature streamlines your communication workflow and includes powerful tools to respond efficiently and professionally.

Key Features of Guest Messaging

Guest Messaging includes three main components that work together to enhance your guest communication:

• Inbox: A unified messaging center where all guest conversations are organized by booking, regardless of the booking platform.
• AI Assistant: An intelligent assistant that automatically responds to common guest questions 24/7, such as check-in instructions, WiFi details, and local directions.
• Scheduled Messages: Automated messages that are sent to guests at specific times, including check-in details and access codes for every booking.

Where to Find Guest Messaging

Accessing Guest Messaging is simple. In the Holidu host portal, locate the left navigation menu and click on Messages. From there, you can select either Inbox to view and manage conversations, or Scheduled Messages to configure automated messages for your properties.

How to Use the Inbox

Accessing Your Inbox

To access your guest messages, go to the left menu in the Holidu host portal and select Messages > Inbox. Here, you will see all active and past guest conversations organized by booking.

Viewing and Managing Conversations

Each booking appears as a single conversation thread, combining messages from all platforms into one view. This means you no longer need to switch between different booking sites to find guest communications. You can view messages for upcoming, current, and past bookings for a limited period after checkout.

Sending Messages to Guests

To respond to a guest, locate the relevant conversation thread and type your message in the message box at the bottom of the thread. Click Send to deliver your message immediately.

Attaching Files and Images

Use the attachment icon (paperclip) in the message composer to upload images or documents. This is helpful when you need to share house rules, WiFi passwords as images, or other important documents with guests.

Using Automatic Translation

Guest Messaging includes an automatic translation feature. Simply compose your message in your preferred language, and the system will translate it to appear in the guest's language where possible. This helps ensure clear communication across language barriers.

Scheduled Messages in Your Inbox

Scheduled messages—such as check-in instructions and access codes—are sent automatically by the system and also appear in the conversation thread for full visibility. This ensures you have a complete record of all communications with each guest.

Understanding the AI Assistant

The AI Assistant is designed to handle routine guest inquiries automatically, providing 24/7 support. It can answer common questions about check-in procedures, WiFi information, local attractions, and other frequently asked topics.

How the AI Assistant Works

The AI Assistant monitors incoming guest messages and responds to common questions automatically. When a guest asks a routine question, the AI provides an immediate answer, reducing your response time and improving guest satisfaction.

Managing AI Responses

You have full control over the AI Assistant. If you wish to pause AI responses for a specific conversation, you can begin typing a message or select the pause option in that thread. This allows you to handle sensitive or complex inquiries personally while letting the AI manage routine questions.

Scheduled Messages Feature

Scheduled Messages allow you to automate important communications with guests. To access and configure these messages, go to the left menu in the Holidu host portal and select Messages > Scheduled Messages. You can set up messages for check-in details, access codes, arrival information, and other time-sensitive information that should reach guests automatically.

Collaboration and Access Management

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.

Frequently Asked Questions

Getting Started with Guest Messaging

Is Guest Messaging included in my subscription?

Yes, Guest Messaging is included for all hosts at no additional cost. It is available as part of your standard Holidu host account.

Which booking channels are supported in the Inbox?

The Inbox supports conversations from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings. All messages from these channels appear in your unified inbox.

How long can I view message history?

You can view messages for upcoming, current, and past bookings for a limited period after checkout. This ensures you have access to important communication records while maintaining data privacy.

Using the Inbox and AI Features

Can I attach files or images to my messages?

Yes, you can attach files and images using the paperclip icon in the message composer. This is useful for sharing documents, photographs, or other important information with guests.

What happens if a guest message requires customer support?

The Holidu Customer Happiness team can join the conversation when needed for further assistance. To request support, press the support button at the bottom right corner of the Holidu platform.

How do I turn off the AI Assistant for a conversation?

You can pause or disable the AI Assistant by clicking Manage Settings in the conversation and toggling off the AI option. This allows you to handle complex inquiries personally.

What types of questions does the AI Assistant answer?

The AI Assistant handles frequent guest inquiries, including check-in information, WiFi passwords, local recommendations, directions, and other routine questions that guests commonly ask.

Will I receive notifications for new messages?

Yes, notifications for new or urgent messages are delivered via push notification, email, or SMS, depending on your account settings. You will also be alerted if the AI Assistant needs your manual input for a complex inquiry.

Collaboration and Multiple Users

Can multiple people access the Guest Messaging Inbox?

Yes, property owners, managers, and invited collaborators can all access the same inbox and respond to guest messages. Access is managed through your Holidu account settings on a per-property basis.

How do I add collaborators to access guest conversations?

Collaborator access is managed in the specific property settings. Go to the property in Holidu, select Collaborators, and enable access to guest conversations for each individual user. Remember that this must be configured separately for each property.

Limitations and Considerations

Can I message guests for manual calendar blocks?

No, Guest Messaging is only available for actual bookings. You cannot send messages to guests using manual calendar blocks.

Will all guest messages appear in Holidu?

All platform-based messages from supported booking channels will be synced to your Holidu inbox. However, guests may also contact you through email or phone outside of Holidu, so you may receive communications through multiple channels.

Summary

Guest Messaging is a comprehensive communication tool that brings all your guest conversations into one unified inbox. With the AI Assistant handling routine inquiries and Scheduled Messages automating time-sensitive information, you can manage your guest communication more efficiently than ever before. Whether you manage your properties solo or work with collaborators, the feature is designed to support seamless team communication while maintaining excellent guest service.

For further questions or technical support, contact the Holidu Customer Happiness team by pressing the support button at the bottom right corner of the Holidu platform.