Sending messages from the Guesty Inbox

• Messages to Airbnb guests can only be sent via Airbnb, due to Airbnb’s Off-Platform Policy, which stipulates that communication between hosts and guests must remain on the Airbnb platform.
• Sending automated messages via email isn't supported for Airbnb.
• You can send images via Airbnb from the Inbox, with the following limitations:
  • Images can't contain text.
  • Only one image can be sent at a time. If you send a message via Airbnb that contains more than one image, each image will be sent separately.
• You can include up to five images in automated messages.
• The total size of all images attached to a message is limited to 25MB.
• An edited or unsent message on Airbnb doesn't sync to Guesty. The original message is always displayed in the Guesty Inbox.

• Ensure Guesty is set as the connectivity provider for each of your listings.
• When a guest sends a message through the Booking.com conversation thread, Booking.com may generate a new proxy email address for that guest. In such cases, Guesty will automatically replace the existing primary email address for the guest with the newly generated proxy address. This update happens behind the scenes and doesn't require any action on your part.
• You can send up to five images at a time when sending via Booking.com from the Inbox and in automated messages.
• The total size of all images attached to a message is limited to 25MB.

Limitations

• Timeframes
  • You can only send a message to your guest within 7 days after their checkout or reservation cancellation.
  • If a guest sends a message about the booking, you have an additional 14 days to respond.
  • Guests can send messages about listings from the time of the booking until 66 days after check-out.
• Links
  • You can't use URL shorteners in your message (such as TinyURL).
  • You can only send links and email addresses that have been approved in Booking.com's messaging security settings.
  • Add guesty.com under "Approved links" on Booking.com's Extranet to ensure links are delivered as expected.

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• To enable message syncing between platforms, add the Guesty integration email to your Vrbo account and as a contact for each of your listings.

• You can send links to a guest from your Guesty Inbox for unconfirmed reservations.

  The warning message "Some channels don't allow hosts to send links to guests before reservation confirmation" may appear because some channels don't accept emails with links. The message will still send, but if the channel doesn't accept it, the guest won't see it.

• You can send up to five images at a time when sending via Vrbo from the Inbox and in automated messages.
• The total size of all images attached to a message is limited to 25MB.

For reservations made through all other booking channels or platforms, the message will be sent to the guest's primary email address in Guesty.

Add media to your messages to enhance communication, provide visual instructions, highlight property features, or clarify other matters. You can add multiple images to a message; however, you can only upload one image at a time.

Step by step:

1. Above the text field, click .

   When setting up an automated message, this button only appears if the communication method is set to email.

2. In the pop-up, click the Google Drive tab to insert an image from a URL, or Upload to use an image from your device storage.
3. Click Upload.

4. To resize an image, click and drag the corners of the image.

You can send documents and other attachments, such as videos of up to 100MB in size.

To add an attachment to an email message, click above the text field. Drag and drop the file into the pop-up, or browse your computer to select an existing file and upload it as an attachment. Click Upload.

The file types that are currently supported are ‘doc’, ‘gif’, ‘jpg’, ‘jpeg’, ‘mp4’, ‘pdf’, ‘png’, and ‘xls’. If an attachment isn't sent, verify the file type.

Above the text field, click </>. The source code editor appears. Enter your code and click Save.

To avoid formatting issues, remove empty tags and replace them as follows:

• Use <p> </p> for paragraph spacing.

• Use <br> for single line breaks.

Follow the instructions below to send links to provide additional information to enhance the guest experience.

Step by step:

1. After creating your message, select the text to function as a hyperlink.

   Skip this step if you want the URL to be visible.

2. Click .
3. Enter the link text and insert the URL.
   1. If you selected text from your message, it displays here. Edit the text if necessary.
   2. Leave the text blank for the URL text to display.
4. Click Apply.

The text of the inserted link is clickable.

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