If you noticed that an automatic message wasn't sent to your guest, please follow the suggestions below.
Is your host account connected?
We send all messages to your guests using the native messaging of the booking platforms. If your host account gets disconnected, we won't be able to send messages to your guests.
To check, if your host account is connected:
Go to Settings.
Click on Connected accounts.
If your host account is highlighted in yellow, click on the Update button.
Provide your credentials to reconnect your account.
Once your account is reconnected, we will be able to send messages to our guests again.
Are there messaging rules assigned to your listing?
Automatic messages are configured using messaging rules. To make to check if there are in fact messaging rules assigned to your listing:
Go to Guest Experience.
Click on the Messaging rules.
Click on the +Filter and select the Property filter.
Find your property on the list and add the filter.
Did you receive an email "Oopsie! No message sent to..."?
It may happen that we attempt to send a message to your guest, but we run into an error coming from the booking platform. It can be caused by the booking platform having technical difficulties or being temporarily unavailable.
If this happens, we will immediately send you an email with the subject "Oopsie! No message sent to [guest's name]" with the copy of the message. We recommend that you send the message manually to your guest.
If you followed suggestions above, but you couldn't find out why the message to your guest wasn't sent, please contact our support team.