To keep communication organized, Guesty merges messages from returning guests into a single conversation thread, even when messages belong to different reservations.
Understand merged messages
When a guest sends a message, Guesty checks if they already exist in your account by comparing their name, contact details, and reservation information. If Guesty finds a match, it identifies them as a returning guest and merges the new message into their existing conversation thread.
Returning guests display a "Returning" label under the 
inbox widget.
Navigate to the relevant reservation via the conversation thread
Follow the steps below to navigate to the relevant reservation for a returning guest via the conversation thread in the Guesty Inbox.
Step by step:
- Sign in to your Guesty account.
- In the side navigation menu, click
Inbox. - In the Inbox submenu, click Guests.
- Click the relevant message thread.
- In the inbox widget submenu, click .
- Under the guest's name, check for the "Returning" label.
- In the inbox widget submenu, click
. - For guests with multiple reservations, click the arrow next to the confirmation code. Reservations appear by creation date.
- Select the relevant reservation from the dropdown menu to view the reservation details, such as listing information or the check-in date.
Note:
If you update a guest's details, such as their name, email, or phone number, the changes apply to all reservations under this guest. Returning guest messages merge automatically.
