Guest Messages is where you communicate with travelers across all supported channels from one place.
It centralizes conversations from booking platforms and direct communication channels, so you don’t need to switch between tools to stay in touch with guests.
Where messages come from
Guest messages can come from:
Connected booking platforms, such as Airbnb or Booking.com
Direct communication channels configured during onboarding, such as:
WhatsApp
Email
Instagram
All messages are grouped into conversations to make communication easier to follow.
How conversations are organized
Each conversation is linked to:
A guest
A listing
A booking, when one exists
This helps you understand the full context of a message, including the property and stay details.
When you’ll use Guest Messages
You’ll use Guest Messages to:
Reply to guest questions
Coordinate arrivals and stays
Handle conversations from both booking platforms and direct channels
All conversations remain accessible for reference and team coordination.
What to do next
To reply to guests, continue with Reading and replying to guest messages.
If a guest contacts you through a direct channel without an existing booking, you can create a booking directly from the conversation. This is explained in Creating a booking from a conversation.