The guest conversation thread in Hospitable brings together messages, reservation details, tasks, and guest insights in one place. This view helps hosts manage communication and stay on top of each booking without switching between pages.
The conversation thread is designed to give you full visibility into each reservation. From one screen, you can manage messages, review booking details, track tasks, and access guest information.
Overview of the Conversation Thread
When you open a guest conversation, you’ll see several panels with key information about the reservation and the guest.
Reservation Details Panel
At the top left of the conversation, you’ll find essential booking information, including:
Property name
Listing name
Tip: For Direct/Manual reservations, hover over the Hospitable logo to confirm the reservation type (Direct - Premium, Direct - Basic, or Manual)
Check-in and check-out dates and times
You can click directly on the check-in or check-out time to make changes.
Reservation details (number of nights, net revenue, number of adults, number of children, number of infants, number of pets)
Depending on the type of reservation: Alter, edit, or cancel reservations buttons
You can also flip between conversations using the up and down arrows
Changes to check-in or check-out times will also update any Smart Lock code settings associated with the reservation.
Guest portal
Below the reservations details is the Guest portal details. Here, you can do the following:
Copy the guest portal URL
View guest portal tasks and their statuses (not requested, pending, completed)
Request verification
View purchased upsells
Notes, Calendar, and Property Access
Below the reservation details, you’ll find additional tools:
Internal Notes
Add notes for yourself or your teammates. These are not visible to guests and do not appear in the conversation thread. They are visible here and in the calendar view, once the reservation is selected.
Calendar View
A visual timeline of the reservation's dates, as well as your property's availability.
Property Access Panel
If you use a Smart Devices integration, this section shows:
The access code assigned to the guest
Code timeline, including when the code will become active on the lock
If there are any lock errors, you will also see those here
Thermostats and their schedule
You can always find details about your smart devices under Devices > Overview, too.
Activity Panel
The activity panel shows a timeline of events related to the reservation, including:
Reservation events are depicted with a lightning bolt. They may include:
When the booking was accepted
Alterations
Cancellation
Messages that were sent are depicted by an envelope, and can include:
Event messages
Scheduled messages
Future scheduled messages are depicted by a clock. They are still able to be edited.
For messages that have not yet been sent, you can click edit to edit the specific guest message (this affects only the message to this guest and is different from editing the rule)
Reviews and review requests
You can click on any message to see more details. Reservation events are not clickable.
Some automated messages may be delayed until certain conditions are met, such as guest verification.
Auto Reply
Auto reply is for Mogul users only. Learn more here.
You can check the status of auto reply and pause it (or turn it back on after a pause) for any reservation from the guest's conversation thread.
Tasks
You’ll see any tasks associated with the reservation here.
Conversation Thread
Within the conversation thread itself, you can find:
Guest insights, including their latest reviews and whether they are verified
Reservation events, such as accepted, altered, canceled
All messages to and from the guest
Any alerts, such as whether scheduled messages are paused until rental agreements are signed
Reply Box
This is where you can:
Type manual messages to send to the guest
Tip: You can also use the "suggest with AI" button to suggest a draft. We will suggest a reply for you, and it will not be sent automatically. You can edit it before sending.
Click on the microphone icon to use voice to text
Click on the paperclip icon to add an attachment
Click on the message icon to send a canned response
Leave an internal note, which is not visible to the guest. This will appear in the conversation thread.
(Airbnb cohosted listings only): Choose which cohost to send a message from by clicking the dropdown arrow next to the host's profile picture. This is only available for Airbnb cohosted listings where multiple hosts are connected to Hospitable.
About Your Guest
On the top of the conversation thread and the right side panel, you’ll see insights about the guest, such as:
Name (this is editable and will be applied to your future messaging rules)
Language
Email
Phone number
An AI summary
Latest reviews
Not all details are available for all reservation types and guests.
Property Details
Address
Wifi name and password
House rules:
Max number of guests
Pets
Smoking
Parties/events
Reservation Financials
Net revenue
Accommodation
Guest fees
Taxes
Guest payment details, including:
Total price
Accommodation
Fees
Taxes
Not all financial details are available for all reservations. For example, Booking.com reservations booked prior to connecting to Hospitable may not be available. Similarly, Vrbo bookings booked on another property management software may not always be accurate. Hospitable can only display what the booking platform sends; these limitations are not on our end.