Guest Messaging brings all your guest conversations into one place, across every booking channel. It also includes an AI Assistant that answers routine questions and a scheduled messages feature that sends key arrival details automatically. This guide explains what the feature includes, where to find it, and how to use it.

What is Guest Messaging?

Guest Messaging is the communication hub in the Holidu host portal. It combines three main tools:

• Inbox: Messages from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings appear in one place.
• AI Assistant: Answers common guest questions, such as check-in details, WiFi, and directions, based on your property information.
• Scheduled messages: Sends check-in details, access codes, and arrival information automatically for every booking.

Guest Messaging is included in your account at no additional cost.

How do I access the Inbox?

To open the Inbox, log in to the Holidu host portal and select Messages in the left navigation menu. Then click Inbox. Each booking appears as a single conversation thread, no matter which channel the guest used to book.

How do I use the Inbox?

1. Find the conversation thread for the booking you want to review. Threads are listed for upcoming, current, and recent past bookings.
2. Type your response in the message box and click Send.
3. Review scheduled messages in the thread. Automatic messages, such as check-in instructions and access codes, are visible so you can see everything the guest has received.
4. Write your message in your preferred language. The automatic translation feature shows it to your guest in their language where possible.
5. Check notifications. You receive a notification for every new message in your conversations, including messages the AI Assistant sends on your behalf.

Every channel-based message stays visible in your Holidu inbox, even if a guest contacts you through another platform.

How does the AI Assistant work?

The AI Assistant answers guest questions automatically, around the clock, on the topics you choose. You decide which topics it handles and which stay with you.

To manage these settings, open the Inbox and select Manage settings (the gear icon in the Messages header). You can set each of the eight topics to either AI Assistant or Host. Your choice applies to all conversations, both existing and new. If you prefer, select Set all to AI Assistant or Set all to host to change every topic at once.

When you reply to a message yourself, the AI Assistant pauses for that conversation so you can take over.

What are scheduled messages?

Scheduled messages send important booking details to your guests automatically. Examples include check-in instructions, access codes, and arrival information. To set them up, select Messages in the left menu and then choose Scheduled Messages.

How do I 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

How do I access the Guest Messaging Inbox?

Select Messages, then Inbox, in the left menu of the Holidu host portal. All guest conversations from every booking channel appear there.

Which booking channels are supported?

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

What does the AI Assistant do?

The AI Assistant automatically answers common guest questions, such as check-in information and local recommendations. It uses the context of your property to give accurate answers.

Can I choose which questions the AI Assistant answers?

Yes. Open Manage settings (the gear icon in the Messages header) and set each topic to AI Assistant or Host. Your choice applies to all conversations until you change it.

Which topics does the AI Assistant never handle?

Bookings, payments and disputes, complaints, safety and legal matters, and platform or account questions always go through Holidu directly. You cannot change this setting.

What happens if the AI Assistant cannot answer a question?

The conversation is handed over to you automatically, so no guest question is left unanswered.

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

Yes. Tell the AI Assistant what you want, for example "stop the AI from answering property issues," and it will update your settings and confirm the change.

Will I know when the AI Assistant sends a message?

Yes. You receive a notification for every new message, including messages the AI Assistant sends for you, so you always know what has been said in your name.

Can I message guests about manual calendar blocks?

No. Messaging is only available for actual bookings.

What if a conversation needs Customer Service support?

The Holidu Customer Happiness team can join the conversation when you need extra help. Click the support button in the bottom right corner of the screen.

Summary

• One inbox for all booking channels, found under Messages and then Inbox.
• The AI Assistant handles routine guest questions on the topics you choose.
• Scheduled messages send check-in details and access codes automatically.
• Notifications keep you informed about every new message.
• Collaborators must be enabled separately for each property.

For further questions, contact Holidu support.