Guest Messaging brings every conversation with your guests into one place, across all your booking channels. It also uses an AI Assistant to answer routine questions for you. This guide explains what the feature includes, where to find it, and how to use it, and it answers the questions hosts ask most often.

What is Guest Messaging?

Guest Messaging is the messaging 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 automatically, such as check-in details, Wi-Fi, and directions, using local context about your property.
• Scheduled messages: Check-in details, access codes, and arrival information are sent automatically for every booking.

Guest Messaging is included for all hosts at no additional cost.

How to access the Inbox

You can open your Inbox directly from the Holidu web app. To find it:

1. Open the Holidu web app.
2. In the left navigation menu, click Messages.
3. Select Inbox.

Each booking appears as a single conversation thread, no matter which channel the booking came from. You can view messages for upcoming, current, and past bookings. Past conversations remain available for a limited period after checkout.

How to use the Inbox

Use the Inbox to read and reply to guests without switching between booking platforms. Follow these steps:

1. Find the conversation you need in the Inbox list.
2. Type your reply in the message box.
3. Click Send.

Scheduled messages, such as check-in instructions and access codes, are sent automatically and appear in the same thread, so you can see the full conversation history. If you write in your preferred language, translation helps your guest read the message in theirs where possible.

You receive a notification for every new message in your conversations, similar to a WhatsApp message. This includes messages the AI Assistant sends on your behalf, so you always know what has been said in your name.

Guests may still contact you by email or phone outside the platform. Every message sent through a booking channel, however, stays visible in your Holidu Inbox.

How the AI Assistant works

The AI Assistant responds to guest questions on the topics you assign to it. You stay in control of which topics it handles. To review or change these settings, open Manage settings (the gear icon in the Messages header). You can set each topic to either AI Assistant or Host. Your choice applies to all conversations, both existing and new. You can also select Set all to AI Assistant or Set all to host to change every topic at once.

If you reply to a conversation yourself, the AI Assistant pauses for that reply so you can take over. If the AI cannot answer a question on a topic you assigned to it, it hands the conversation over to you.

How Scheduled messages work

Scheduled messages send important booking information automatically, so you do not have to type it for every guest. To access them, go to Messages in the left menu and select Scheduled Messages. Check-in instructions and access codes are then sent at the right time for each booking.

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?

Open the Holidu host portal, select Messages in the left menu, and then click Inbox. All your guest conversations from every booking channel appear there.

What does the AI Assistant do?

The AI Assistant answers common guest questions around the clock, including check-in information, Wi-Fi, directions, and local recommendations. It uses the local context of your property to give relevant answers.

Can I choose which questions the AI Assistant answers?

Yes. Open Manage settings in the Messages header to set each topic to AI Assistant or Host. Your choice applies to all conversations, existing and new, until you change it.

Which topics does the AI Assistant never handle?

Bookings, payments and disputes, complaints, safety and legal matters, and platform, account, or pre-booking questions always go through Holidu directly. You cannot change this setting, because these matters need direct action from Holidu.

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." It updates your settings and confirms the change.

How will I know when the AI Assistant sends a message?

You receive a notification for every new message in your conversations, including messages the AI Assistant sends on your behalf. You can step in at any time.

Which channels are supported?

Conversations with guests from Airbnb, Booking.com, Vrbo, Holidu, and direct bookings all appear in the Inbox.

What if a message needs help from Holidu?

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

Can I message guests for manual calendar blocks?

No. Messaging is only available for actual bookings.

Summary

• One Inbox for all booking channels, found under Messages in the Holidu web app.
• The AI Assistant answers routine guest questions around the clock, and you choose which topics it handles.
• Scheduled messages send check-in details and access codes automatically.
• You receive a notification for every new message, including those the AI Assistant sends for you.
• Collaborators must be enabled separately for each property.

For further questions, contact Holidu support.