Why aren't guests receiving the SMS for Guest Portal OTP?
Some reasons the one-time password might not reach guests via SMS:
Incorrect Phone number
Carrier or roaming issues where the carrier blocks this type of message
International phone numbers that may not support SMS delivery
Technical issues with the phone or network provider
For Airbnb guests whose phone number has changed, have the guest update their phone number on Airbnb, then contact Hospitable support and we can sync that so they can receive the SMS. In the meantime, guests can provide their email address in the conversation thread to use email for OTP delivery as a temporary workaround.
When guests aren't receiving the SMS message to access the Guest portal, you can ask them to send over their email address within the conversation from the Inbox. Once they send the email address, our system detects that and the next time they follow the Guest portal link, they'll be presented with the option to choose from either email or SMS for the one-time password. There is no need to resend the rental agreement; once the email is captured in the system, the guest can proceed with the existing link.
Note: For Booking.com reservations, OTP delivery is SMS-only, the email workaround above doesn't apply there.
If a guest still doesn't receive the OTP after switching to email, have them retry the Guest portal link, occasionally the first attempt can fail even after the email is captured.
How can hosts resend the guest portal link?
If you need to resend the Guest Portal link to a guest, follow these simple steps:
Go to the Inbox within your Hospitable account.
Open the conversation with the guest.
Tap the square icon next to the phrase "Guest Portal." This will copy the portal link to your clipboard.
Share the copied link with the guest
Why are guests not able to view messages in the Guest Portal
If guests report that they cannot view previous messages in the Guest Portal, check the reservation type first.
For Direct and manual reservations, guests can:
View scheduled and automated Inbox messages
Review previous reservation conversations
Send messages directly from the Guest Portal
For OTA reservations, guests can still contact hosts from the Guest Portal using the existing OTA messaging flow, but message history from Hospitable Inbox messages is not currently displayed in the portal.
Viewing conversation history and scheduled Inbox messages in the Guest Portal is currently only available for Direct and manual reservations.
Messages sent through the Guest Portal continue to sync with the Hospitable Inbox conversation thread.
Guest Portal with the Contact host button visible on the reservation page.