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Troubleshooting: Vrbo communication sync issues

There are a few common issues that can lead to missing or hidden messages in Vrbo or in Guesty. Use our basic checklist to avoid pitfalls, and learn how to resolve common issues below.

Understanding how messages sync

Guesty and Vrbo communicate through a specific integration system which allows you to manage all your guest communications from one place. 

Terminology

  • Proxy email: A unique email address, ending in @messages.homeaway.com, that Guesty generates when a guest messages you through Vrbo.
  • Integration email: The email address, ending in @user.guesty.com, that connects your Guesty and Vrbo accounts and syncs messaging.
  • Limited vs. full sync: Message syncing depending on your setup and actions your guests take. Learn what data is synced between Vrbo and Guesty and where to manage it.

Setup checklist

  1. Enable message syncing

    A guest must first message you through Vrbo to activate syncing. This triggers Guesty to generate a proxy email. Without this first guest message, automated messages will not sync between platforms.

  2. Verify your Vrbo integration email address and account

    1. Locate your integration email address.
    2. Add yor integration email to your Vrbo account:
      1. Log in to your Vrbo account.
      2. Navigate to Account Settings and then Account information:
        • In the "Email 2" field, add your Guesty integration email.
        • In the "Email 3" field, add your forwarding email address, if applicable.
    3. Update each property's contact information:

      For each property listing in Vrbo, navigate to the Contacts section and ensure the the integration email is listed as a contact.

  3. Check email delivery settings

    • Check your spam or junk folder for missing messages.
    • Review any email filters or rules that might redirect Vrbo messages.
    • Ensure the domains for Vrbo and Guesty are not on your blocked email list.

Limited sync Full sync

Limited sync

Message sent to guest is missing from the Vrbo inbox

Cause: The guest hasn't sent an initial message through Vrbo, so no proxy email exists.

Solution: Encourage guests to send a message through the Vrbo platform first.

For critical communications, use both Guesty and direct Vrbo messaging.

Note:

Automated messages from Guesty will not appear in the Vrbo inbox unless the guest has first messaged you through Vrbo. 

Messages sent to guest's private email instead of the Vrbo Inbox

Cause: Either no proxy email exists, or the message is being routed to a private email.

Solution:

  • Verify the guest has sent at least one message through Vrbo.
  • Check that your integration email is correctly set up in Vrbo.

For existing conversations, reply directly through the Vrbo platform if urgent.

Contact details hidden in Vrbo messages

Cause: Vrbo's security measures prevent sharing contact information before booking confirmation.

Solution:

  • Avoid including phone numbers, email addresses, or external links in pre-booking messages.
  • Use Vrbo's secure messaging system for all pre-booking communications.

After booking confirmation, contact details can be shared more freely.

Missing inquiries or messages

Cause: The following Vrbo's limitations prevent message syncing:

  • Inquiries without dates don't display in Guesty.

  • Inquiries and their related messages don't sync to Guesty.

  • Messages exchanged before adding the proxy email won't sync regardless of channel.

  • Attachments are not supported in Vrbo messages.

Solution: Review Vrbo's content guidelines.

If the issue persists, contact us with the following:

  • Screenshots of:
    • Your Vrbo Inbox showing the missing messages
    • The "Email 2" field in your Vrbo account
    • The Contacts section of your property
  • The reservation ID experiencing issues
  • Timeline of when messages were sent/expected

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