Here are some questions that we see regularly. We want you to immediately get an answer, so see if your question is answered here before contacting us!
How are guest messages delivered?
How are guest messages delivered?
For Airbnb and Vrbo, we use their native messaging apps to send and receive messages from your guests.
For Booking.com, Manual, and Direct bookings, messages are sent via email. All sent and received messages will appear in a threaded view in your inbox.
How can I resend a failed message?
How can I resend a failed message?
We don't have a direct way to try to resend a message that has failed, unfortunately. The easiest way of doing this is to copy and paste the message into your conversation with the guest.
How can I confirm that a scheduled message has been sent?
How can I confirm that a scheduled message has been sent?
You can view scheduled messages for all users in Guest Experience > Logs, or go to the conversation of a specific guest in the Inbox and look at the Activity section in the sidebar to see only that guest's automated messages to see the time and date a message was sent. You can click on each entry to see the log details.
Why does my messaging rule have a warning on it?
Why does my messaging rule have a warning on it?
We will flag any messages to you that are at risk of being blocked by Airbnb and/or Vrbo. Certain words or terms are not permitted in messages sent on these platforms, for example:
Neither platform permits the other to be mentioned i.e. mentioning Airbnb in a message to a Vrbo guest.
The word Google, as this could be seen as an attempt to lure a guest to a different platform. References to Google Maps will be censored.
Any contact details shared before a reservation is finalized. This list is not exhaustive. While messages featuring the above are likely to be censored by the relative platform, the message could be rejected altogether. We recommend finding alternative terms to use, omitting the words altogether, and making use of shortened links if sharing guidebooks or map links.
Why was my message sent later/earlier than scheduled?
Why was my message sent later/earlier than scheduled?
We have a setting called Enforce time restrictions. This prevents scheduled messages from being sent to guests between 9 pm and 9 am, so as not to disturb them. By default, this setting is enabled.
If you have your message scheduled between these hours, we will reschedule to the nearest 9. For example, a check-out message scheduled for 6 am would be sent at 9 am instead.
To enable/disable this setting, go to Settings > Preferences > Guest experience.
Understanding Vrbo’s Messaging Restrictions and Ensuring Delivery
Vrbo has specific messaging policies designed to prioritize guest security and compliance with its platform guidelines. These policies include restrictions on certain content types, such as personal information (like phone numbers) and references to competing platforms.
Why Are Messages Blocked by VRBO?
Why Are Messages Blocked by VRBO?
Messages sent to VRBO guests may be blocked for the following reasons:
Inclusion of Phone Numbers in Restricted Formats:
Phone numbers enclosed in parentheses, e.g.,
(615) 200-0396, will be blocked. This formatting violates VRBO's messaging policies and can result in message failure.
Personal Information Restrictions:
VRBO restricts messages that include personal contact information, such as phone numbers, for guest security and privacy.
References to Competing Platforms:
Mentioning other vacation rental platforms, such as Airbnb, in messages to VRBO guests can result in message delivery issues or outright blocking.
How to Ensure Your Messages Are Successfully Delivered
How to Ensure Your Messages Are Successfully Delivered
Here are some best practices and workarounds to improve message delivery:
Reformatting Phone Numbers:
Use acceptable formats, such as replacing parentheses with periods (e.g.,
615.200.0396), or consider typing out part of the number. For instance, write "six-one-five" for some digits.
Omitting Restricted Content:
To ensure unrestricted delivery, avoid including phone numbers or sensitive personal data in your messages altogether. Removing phone numbers entirely aligns with VRBO’s content policies.
Avoid Mentioning Other Platforms:
Instead of directly referencing platforms like Airbnb, consider tailoring your messages to remove competing platform mentions when communicating with VRBO guests. You can also use custom codes scoped to specific platforms to address this.
Summary
Compliance with VRBO’s messaging policies ensures the successful delivery of messages to guests. By avoiding restricted formats, omitting personal information, and rephrasing references to other platforms, you can maintain valuable communication with your guests seamlessly through Hospitable.com’s integration. Adhering to these guidelines will help minimize disruptions in guest communications while maintaining a positive rental experience for both hosts and travelers.