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 consolidates all your guest conversations from multiple booking channels into a single inbox. It includes three main components to help you manage guest interactions more efficiently:

• Inbox — Messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings in one centralized location
• AI Assistant — Automatically answers common guest questions 24/7, such as check-in information, WiFi details, and local recommendations
• 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 and log in to your host account
2. In the left navigation menu, click Messages
3. Select Inbox to view all your guest conversations

How to Use the Inbox

Accessing Your Conversations

The Inbox displays all your guest conversations in a single thread format, regardless of which booking channel the message came from. Each booking appears as one unified thread, making it easy to track the full conversation history.

Sending Messages

To respond to a guest:

1. Locate the relevant conversation thread
2. Type your response in the message box at the bottom of the thread
3. Click Send to deliver your message

Using Automatic Translation

Guest Messaging includes an automatic translation feature. Simply compose your message in your preferred language, and it will appear to your guest in theirs where possible. This removes language barriers and enables you to communicate with international guests effortlessly.

Viewing Scheduled Messages

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

Understanding Message Notifications

You receive a notification for every new message in your conversations, the same way you would receive a WhatsApp message. This includes messages the AI Assistant sends on your behalf, so you always know what has been communicated in your name and can step in at any time.

AI Assistant: Automating Guest Support

What the AI Assistant Does

The AI Assistant automatically answers common guest questions 24/7, informed by the local context of your property. It handles routine inquiries about check-in information, WiFi access, directions, and local recommendations — freeing up your time for more complex guest needs.

Configuring the AI Assistant

You have full control over which topics the AI Assistant handles. To manage these settings:

1. Open the Holidu web app and go to Messages
2. Click the Manage settings gear icon in your Messages header
3. You will see 8 topic categories:
   • 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
4. For each topic, select whether you want the AI Assistant or Host to handle it
5. Your settings apply to all your conversations — existing and new — so you only need to configure them once

Quick Setup Options

For faster configuration, use the shortcut buttons:

• Set all to AI Assistant — Automatically enables the AI Assistant for all available topics
• Set all to Host — Disables the AI Assistant and routes all questions to you

Topics the AI Assistant Never Handles

Certain sensitive matters always go through Holidu directly and cannot be assigned to the AI Assistant. These include:

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

This safeguard ensures that sensitive matters are handled consistently by Holidu's support team.

When the AI Assistant Cannot Answer

If the AI Assistant receives a question on a topic you have assigned to it but cannot provide an adequate answer, it automatically hands the conversation over to you. This ensures no guest inquiry gets stuck or left unanswered.

Adjusting Settings Through Chat

You can change your AI Assistant settings by simply telling it what you want. For example, you can say "stop the AI from answering property issues" or "turn off the AI everywhere," and it will update your settings and confirm the changes made.

Scheduled Messages

Scheduled messages allow you to send automatic responses to guests at specific times or events, such as check-in day or booking confirmation. To access and configure scheduled messages:

1. Go to Messages in the left navigation menu
2. Select Scheduled Messages
3. Set up messages for key moments in the guest journey, such as pre-arrival confirmations, check-in instructions, and access codes

These messages appear in the conversation thread alongside regular messages, maintaining a complete communication record with each guest.

How to Enable Access for Collaborators

Collaborators are not included automatically. To give a collaborator access, go to the specific property in Holidu, go to "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. All your guest conversations from supported channels will appear in this unified view.

How do I access and configure scheduled messages?

Go to the left menu in the Holidu host portal and select Messages > Scheduled Messages. From there, you can set up automatic messages for key moments in your guest journey.

Is Guest Messaging included in my account?

Yes — Guest Messaging is included for all hosts at no additional cost.

Inbox and AI Features

Which channels are supported in the Inbox?

Conversations with guests from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings are all supported and unified in a single inbox.

What does the AI Assistant do?

The AI Assistant automatically answers common guest questions 24/7, such as check-in information, WiFi access, local recommendations, and arrival details — 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 see 8 topics and set each one to AI Assistant or Host. Your choice applies to all conversations, so you only need to set it once. You can also use Set all to AI Assistant or Set all to Host to change everything at once.

Are there topics the AI Assistant never handles?

Yes — bookings, payments and disputes, complaints, safety and legal matters, and platform/account/pre-booking questions always go through Holidu directly. These sensitive matters require Holidu's direct action and consistent handling.

What if the AI Assistant cannot answer a question on a topic I have assigned to it?

It automatically hands the conversation over to you, so nothing gets stuck or unanswered.

Can I change my AI Assistant settings by chatting with the AI?

Yes. Simply tell it what you want — for example, "stop the AI from answering property issues" or "turn off the AI everywhere" — and it will update your settings and confirm what changed.

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 would receive a WhatsApp message. This includes messages the AI Assistant sends on your behalf, so you always know what has been communicated in your name.

Support and Limitations

Can multiple people use Guest Messaging?

Yes — hosts and invited collaborators can access the same inbox. Collaborator access must be enabled separately for each property.

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.

Can I message guests for manual calendar blocks?

No — messaging is only available for actual bookings.

Will every guest message appear in Holidu?

All channel-based messages from supported platforms are synced. However, guests may still use email or phone to contact you outside the Holidu platform.

Key Takeaways

• Unified inbox consolidates messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings
• AI Assistant handles routine guest questions 24/7 across topics you choose
• Automatic translation enables seamless communication with international guests
• Scheduled messages send check-in details and access codes automatically
• Hosts and collaborators can share inbox access for team management
• Notifications keep you informed of every message, including those sent by the AI Assistant
• Sensitive matters such as payments, complaints, and safety issues always go through Holidu directly
• Full message history is available for upcoming, current, and past bookings

For further questions or assistance, contact Holidu support. Our Customer Happiness team is available 7 days a week, in your language, to help with any guest messaging needs.