he “New payment issue” event messaging rule is sent whenever we receive a notification from your booking platform that there is an issue with the guest’s payment, or when a payment hasn’t been completed before a certain deadline.
Use this messaging rule to tell the guest that the deadline for their payment has passed, and that their request to book has expired.
Airbnb exception
In order to process messages for events on Airbnb, we rely on getting sent “webhooks” from Airbnb for those events.
When you are awaiting a guest payment on Airbnb, but the guest never pays, the request becomes voided. When this happens, we rely on getting a webhook from Airbnb to tell us, so that we can then send the “New payment issue” messaging rule.
However, Airbnb doesn’t send us this webhook! Because of that, we aren’t able to trigger this messaging rule, and hosts can experience seeing a voided request to book still blocking their calendar on Hospitable.
There are two ways for us to get this webhook, and to trigger the “New payment issue” messaging rule:
If the host manually messages the guest.
If Hospitable’s customer support runs a sync on that reservation.
Manually messaging the guest will not cancel this event message, as we will not be aware of the event until after you have messaged the guest, and Airbnb send us that webhook.
Note: if you set the timing of this messaging rule to a “Delay”, and you manually reply to the guest before the message is scheduled to be sent, the message will be cancelled.