Guest Messaging Guide and FAQ

Guest Messaging brings every conversation with your guests into one place — across all your booking channels — and uses an AI Assistant to take routine questions off your plate. This guide explains how the feature works and answers the questions hosts ask most often.

What is Guest Messaging?

Guest Messaging is a unified communication platform that consolidates all guest conversations from multiple booking channels into a single inbox. It includes three main features:

• Inbox — Messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings in one centralized location
• AI Assistant — Automatically answers common guest questions 24/7, informed by your property's local context
• Scheduled Messages — Check-in details, access codes, and arrival information sent automatically for every booking

Where to Find Guest Messaging

Accessing Guest Messaging is simple:

1. Open the Holidu web app
2. In the left navigation menu, click Messages
3. Select Inbox to view all guest conversations

How to Use the Inbox

Accessing Your Conversations

The Inbox displays all your guest conversations organized by booking. Each booking appears as a single thread, regardless of which channel (Airbnb, Booking.com, Vrbo, Holidu, or direct booking) the guest used to book.

Sending Messages

To send a message to a guest:

1. Locate the relevant conversation thread
2. Type your response in the message box
3. Click Send

Scheduled Messages

Scheduled messages — such as check-in instructions and access codes — are sent automatically by the system for every booking. These messages also appear in the conversation thread for your complete visibility and record.

Automatic Translation

To use the automatic translation feature, simply compose your message in your preferred language. The system will translate it to your guest's language where possible.

AI Assistant in Action

The AI Assistant automatically responds to common guest questions at any time, such as check-in details, WiFi information, and local directions. You maintain full control:

• If you'd like to pause AI responses for a conversation, start typing a message yourself
• Alternatively, select the pause option in that thread to take over manually

Notifications

Notifications for new or urgent messages are delivered via push notification, email, or SMS, depending on your account settings. This ensures you never miss an important guest inquiry.

AI Assistant Feature

The AI Assistant works around the clock to handle routine guest questions automatically, freeing up your time for more complex inquiries. It provides responses informed by your property's local context, such as check-in procedures, WiFi details, parking information, and local recommendations.

You can pause the AI at any time by either sending your own message or using the pause control within the conversation thread. This gives you complete flexibility to take over when needed.

Scheduled Messages Feature

Scheduled Messages allow you to automate important communications sent at the right time for each booking. These typically include:

• Check-in details and instructions
• Access codes and entry information
• Arrival information and property guidelines

To access and configure scheduled messages, go to the left menu in the Holidu host portal and select Messages > Scheduled Messages.

Collaborator Access

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

How do I access the Guest Messaging Inbox?
Go to the left menu in the Holidu host portal and select Messages > Inbox.

How do I access and configure scheduled messages?
Go to the left menu in the Holidu host portal and select Messages > Scheduled Messages.

Is Guest Messaging included in my account?
Yes — Guest Messaging is included for all hosts at no additional cost.

Inbox Features

Which channels are supported in the Inbox?
Conversations with guests from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings are all supported and appear in your unified inbox.

AI Assistant

What does the AI Assistant do?
The AI Assistant automatically answers common guest questions 24/7, such as check-in information, WiFi passwords, parking details, and local recommendations — all informed by your property's local context.

How do I pause or turn off the AI?
Click on Manage Settings in a conversation and disable the AI. Alternatively, send a message in the conversation yourself and the AI will automatically pause to let you take over.

Notifications

How will I know if there's a new message or if the AI needs input?
Notifications are sent via push notification, email, or SMS depending on your account settings. You'll be alerted whenever there's a new message or when manual input is required.

Collaboration and Access

Can multiple people use Guest Messaging?
Yes — hosts and invited collaborators can access the same inbox and respond to guest messages.

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.

Support

What if a message needs customer support?
The Holidu Customer Happiness team can join the conversation when needed for further assistance. Click the support button at the bottom right corner to reach out. We're available 7 days a week in your language.

Limitations

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 from supported booking platforms are synced to your Holidu inbox. Guests may still use email or phone to contact you outside Holidu, but these external communications will not appear in your inbox.

Key Takeaways

• Unified inbox consolidates messages from all major booking channels
• AI Assistant automatically handles routine guest questions 24/7
• Scheduled messaging automates check-in details and important information
• Automatic translation helps communicate with international guests
• Hosts and authorized collaborators can share access to the same inbox
• Push, email, and SMS notifications keep you informed of new messages
• The Holidu Customer Happiness team is available to assist when needed
• Full message history is available for upcoming, current, and past bookings

For further questions or support, contact the Holidu Customer Happiness team through the help button in your account.