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Why wasn't an automated message sent to my guest?
Why wasn't an automated message sent to my guest?

What to check & message content restrictions

Alyssa Ward avatar
Written by Alyssa Ward
Updated over a week ago

How to get more information

To get more information on why a message that was scheduled did not send to a particular guest, you will want to:

  • Visit the conversation with the guest from your inbox

  • Scroll down to the activity section on the left

  • Click into the specific message you want to see

  • On the next page you will see a log fog that specific message with more details

A message wasn't sent before the booking is accepted

Some booking platforms do not allow the following to be included in any message before a booking is confirmed. If any of this information in present in your message pre booking, the message will fail to send:

  • Email addresses

  • Phone numbers

  • External (non-airbnb) URL links

This includes manually sent messages from our system, as well as any automated New Inquiry, New Pre-Approval, Expired Pre-Approval, and New Request to Book messaging rules.

If you include the %answers% short code in any of these messaging rules and the question response includes any of the above restricted information, it will also cause the message to fail.

This can be avoided by setting up a different question response for before a booking is confirmed that doesn't include any restricted information.

A message wasn't sent after the booking is accepted


Vrbo does not allow certain content to be sent in an automated message, even if it is sent after the booking has been confirmed. If your messaging rule is scoped to include Vrbo guests as well, then the message to Vrbo guests could fail if it contains any of the following:

  • Phone numbers

  • The mention of Airbnb

  • URLs

If this is the case we recommend editing your messaging rule to remove this content. You can create a separate messaging rule only for Vrbo guests that does not contain this content.

Depending on your settings on, links may be blocked and you may need to whitelist certain links or domains so they won't be blocked. To do that on Booking:

  1. Sign in to the Extranet

  2. Click Property and then click Messaging preferences

  3. Click Security settings

  4. Complete two-factor authentication

  5. Click Add a link to enter the domains.

  6. Save the changes.

If you have multiple properties:

  1. Sign in to your group account on the Extranet

  2. On the homepage, select one property

  3. Click Property and then click Messaging preferences

  4. Click Security settings

  5. Complete two-factor authentication

  6. Click Add a link to enter the domains.

  7. To apply the same settings to all properties in your account, click Apply to all properties

  8. Check the approved email addresses and click Apply to all properties in the popup

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:

  1. Go to Settings.

  2. If your host account is highlighted in yellow, click on the Update button.

  3. 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 scoped to the property?

Automatic messages are configured using messaging rules. To make to check if there are in fact messaging rules assigned to this property a guest booked on:

  1. Go to Guest Experience.

  2. Click on the Messaging rules.

  3. Click on the +Filter and select the Property filter.

  4. Find your property on the list and add the filter.

Was the messaging rule configured with a delay and you messaged the guest within the delay period?

Event-based messages (messages based on an event like a reservation being accepted) can be set up with a delay.

If a message is sent to the guest (either on directly or on the booking platform) within that delay period, the event message will be cancelled as we see you've already interacted with the guest and assume you've communicated what you need to with them.

To solve this for future messages, you can remove the delay on this event messaging rule and set the timing to send immediately.

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 the suggestions above, but you couldn't find out why the message to your guest wasn't sent, please contact our support team.

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