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FAQs & Troubleshooting - Guest Experience
FAQs & Troubleshooting - Guest Experience

In this article, we answer some of the most commonly asked questions related to Guest Experience.

Assistant avatar
Written by Assistant
Updated over a week ago

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?

For Airbnb and Vrbo, we use their native messaging apps to send and receive messages from your guests.

For, 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?

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?

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?

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?

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.

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