Guest Messaging Guide and FAQ

Guest Messaging brings every conversation with your guests into one place — across all your booking channels — and uses an AI Assistant to take routine questions off your plate. This guide explains how the feature works and answers the questions hosts ask most often.

What is Guest Messaging?

Guest Messaging is a unified communication platform that centralizes all guest conversations from multiple booking channels into a single inbox. It includes three main features designed to save you time and streamline guest communication:

• Inbox — Messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings in one place
• AI Assistant — Answers common guest questions automatically, informed by your property's local context
• Scheduled Messages — Check-in details, access codes, and arrival information sent automatically for every booking

Where to Find Guest Messaging

Accessing Guest Messaging is straightforward:

1. Open the Holidu web app
2. In the left navigation menu, click Messages
3. Select Inbox to view all guest conversations

How to Use the Inbox

Accessing Your Conversations

The Inbox displays all your guest conversations in one unified space. Each booking appears as a single thread, regardless of which channel the guest booked through — whether that's Airbnb, Booking.com, Vrbo, Holidu, or a direct booking.

Sending Messages

To respond to a guest:

1. Locate the relevant conversation thread by guest name or booking reference
2. Type your response in the message box at the bottom
3. Click Send to deliver your message

Viewing Scheduled Messages

Scheduled messages — such as check-in instructions and access codes — are sent automatically by the system and appear in the conversation thread for full visibility. You can access and configure scheduled messages by going to Messages > Scheduled Messages in the left menu.

Using Automatic Translation

Guest Messaging includes an automatic translation feature. Simply compose your message in your preferred language; it will appear to your guest in their language where possible. This helps you communicate seamlessly with international guests without manual translation.

Collaboration and Access

Multiple people can use Guest Messaging on your account. Hosts and invited collaborators can access the same inbox and respond to guest messages together.

Understanding the AI Assistant

The AI Assistant automatically responds to guest questions on topics you've assigned to it, working 24/7 to handle routine inquiries. This keeps your inbox manageable while ensuring guests receive prompt responses.

How to Manage AI Assistant Settings

You have complete control over what the AI Assistant handles. To view and change AI settings:

1. Open the Manage settings option (gear icon in the Messages header)
2. Review the 8 available topics the AI can handle:
   • Property information questions
   • Points of interest
   • Guest arrival
   • Online check-in and guest registration
   • Property issues and how-tos
   • Special requests
   • Check-out and departures
   • Invoices, fees, deposits, and local taxes
3. Set each topic to either AI Assistant or Host
4. Your choice applies to all conversations — existing and new — so you only need to set it once
5. Use the shortcuts Set all to AI Assistant or Set all to Host to change everything at once

Topics the AI Assistant Never Handles

Some sensitive matters always require direct handling by Holidu or you personally. The AI Assistant never handles:

• Bookings, payments, and disputes
• Complaints
• Safety and legal matters
• Platform, account, and pre-booking questions

These topics are kept separate to ensure sensitive matters are handled consistently and securely.

What Happens When the AI Can't Answer

If a guest asks something the AI Assistant can't answer on a topic assigned to it, the conversation automatically hands over to you. This ensures nothing gets stuck and guests always receive the support they need.

Adjusting Settings Via Chat

You can change your AI settings simply by chatting with the assistant. For example, say "stop the AI from answering property issues" or "turn off the AI everywhere," and it will update your settings immediately and confirm what changed.

Scheduled Messages

Scheduled Messages automatically sends important information to guests at the right time, including check-in details, access codes, and arrival instructions. These messages appear in your conversation thread so you maintain full visibility of all guest communication. You can configure and manage scheduled messages through Messages > Scheduled Messages in your Holidu dashboard.

Notifications and Staying Informed

You receive a notification for every new message in your conversations — the same way you'd receive a WhatsApp notification — including messages the AI Assistant sends on your behalf. This real-time alert system replaces older batched "unread messages" notifications, so you always know what's been said in your name and can step in at any time.

How Do I Enable Access for Collaborators?

Collaborators are not included automatically. To give a collaborator access, go to the specific property in Holidu, select "collaborators" to adjust that person's access, and enable access to guest conversations. This needs to be done separately for each individual property.

Frequently Asked Questions

Getting Started

How do I access the Guest Messaging Inbox?
Go to the left menu in the Holidu host portal and select Messages > Inbox.

How do I access and configure scheduled messages?
Go to the left menu in the Holidu host portal and select Messages > Scheduled Messages.

Is Guest Messaging included in my account?
Yes — it's included for all hosts at no additional cost.

Inbox Features

Which channels are supported?
Conversations with guests from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings are all supported in your unified inbox.

Can I view messages for past bookings?
Yes. You can view messages for upcoming, current, and past bookings for a limited period after checkout.

Will every guest message appear in Holidu?
All channel-based messages are synced to your Holidu inbox. However, guests may still contact you through email or phone outside the platform — these messages won't appear in your Holidu inbox.

AI Assistant

What does the AI Assistant do?
It automatically answers common guest questions 24/7, such as check-in information, WiFi details, directions, and local recommendations — all informed by the local context of your property.

Can I choose which questions the AI Assistant answers?
Yes. Open Manage settings (the gear icon in your Messages header) to access 8 topics and set each one to AI Assistant or Host. Your choice applies to all your conversations, so you only need to set it once.

Are there topics the AI Assistant never handles?
Yes — bookings, payments and disputes, complaints, safety and legal matters, and platform or account questions always go through Holidu directly. These sensitive matters need direct handling to ensure consistency and security.

What if the AI can't answer a question on a topic I've assigned to it?
It automatically hands the conversation over to you, so nothing gets stuck.

Can I change my settings by chatting with the AI Assistant?
Yes. Tell the AI what you want — for example, "stop the AI from answering property issues" — and it will update your settings and confirm the changes.

Notifications

How will I know about new messages, including ones the AI Assistant sends?
You get a notification for every new message in your conversations — the same way you'd get a WhatsApp message — including messages the AI Assistant sends on your behalf. This ensures you always know what's been said in your name.

Collaboration and Support

Can multiple people use Guest Messaging?
Yes — hosts and invited collaborators can access the same inbox.

What if a message needs Customer Service support?
The Holidu Customer Happiness team can join the conversation when needed. Click the support button at the bottom right corner to reach out.

Limitations

Can I message guests for manual calendar blocks?
No — messaging is only available for actual bookings.

Summary

Guest Messaging centralizes all your guest communication into one powerful platform:

• Unified inbox for messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings
• AI Assistant answers routine guest questions 24/7, configured by you topic-by-topic
• Scheduled messages send check-in details and access codes automatically
• Automatic translation helps you communicate with international guests
• Real-time notifications keep you informed of every message, including those sent by the AI on your behalf
• Hosts and collaborators can share access to the same inbox
• The Holidu Customer Happiness team is available 7 days a week for conversations needing human support

For further questions or support, contact the Holidu help team.