There are a few common issues that can lead to missing or hidden messages in Vrbo or in Guesty. See common issues and how to handle them below.
Vrbo inquiry not showing in Guesty
Inquiry emails are guest communications regarding booking details, such as property questions, booking specifics, or check-in/check-out times.
Inquiries without specified dates , however, won't be received in Guesty and must be handled directly in Vrbo.
Cancellation request not received in Guesty
Vrbo automatically syncs guest cancellations, so no manual action is required. See here for more information on canceling reservations.
Verify if the message complies with Vrbo's content guidelines. If the cancellation is not processed correctly, it may need to be checked directly in Vrbo.
Unable to receive messages from Vrbo in Guesty or vice versa
You can use the Guesty Inbox to send and receive messages from guests. However, if messages aren't being received in either Guesty or Vrbo, troubleshoot with these steps here.
Message sent to guest is missing from the Vrbo inbox
When a guest messages you from the Vrbo Inbox, Guesty attaches an integration email to the guest, ending in @messages.homeaway.com, which enables communication between Vrbo and Guesty.
However, if the guest doesn’t initiate a message from the Vrbo Inbox, Guesty can’t attach the integration email, and any message sent from Guesty - including automated messages - won’t reach the Vrbo Inbox.
Note:
If the guest sends a message along with the reservation, it will be delivered via API without an integration email.
A message was supposed to be sent through Vrbo but was sent to guest's private email
Vrbo guest messages, including automated ones, are sent via email - either to the guest's private email or through Vrbo's inbox via an integration email.
When a guest adds a message to a reservation, it’s delivered via API, showing as “sent via HomeAway”. If the guest’s primary email in Guesty is Vrbo’s integration email, further messages will be delivered through the integration only if the guest sends another message. Without an additional message, subsequent messages are sent to the guest’s private email.
Contact details hidden in Vrbo messages
- Hidden contact details: Vrbo masks guest content information to prevent off-platform interactions before a booking is confirmed.
- Attachments and HTML formatting not supported: Vrbo doesn't support HTML formatting or attachment such as images, PDFs, or Word/Excel documents. Send such messages directly to the guest’s private email.
- Spam or junk folder: Check these folders if messages are missing from your inbox.
- Email filters or rules:Ensure no filters are blocking or redirecting emails from Vrbo or Guesty.
- Blocked emails: Verify that Vrbo and Guesty emails aren’t blocked by your email provider.
See here for more information on Vrbo's Content Guidelines.
Check-in form link is hidden on Vrbo
If an automated message with a link to a check-in form is hidden on Vrbo, this may indicate that it was sent to an unconfirmed reservation. In cases where the guest messages you from an unconfirmed reservation regarding a confirmed one, Guesty may receive the integration email from the unconfirmed reservation, hiding the link.
Inbox error message: Integration is disconnected
If you previously managed your Vrbo account via a channel manager and switched to a direct connection, reservations that were created via the channel manager are migrated to the direct connection after switching.
Messages from reservations initially created via the channel manager won't be received in Guesty. In these cases, communicate with guests via email.
Inquiries and cancellation requests for Vrbo listings distributed on Expedia
For Vrbo listings distributed on Expedia and managed via Vrbo reservations, the Vrbo Messaging API doesn't work. Communication in such cases must occur directly on the Expedia platform.
Listing not connected/archived/hidden in Vrbo
If your listing is disconnected from Vrbo, message sync between Guesty and Vrbo stops. Ensure the listing remains active on both platforms to prevent communication interruptions.
Rate plan mode
If a listing has at least one rate plan created in Guesty, cancellation policies from the listing level won't be available. See here for more information on rate plans.
For further assistance, contact us with screenshots of your Vrbo Inbox, the "Email 2" field, and contact section.
Important:
If you connected to Vrbo before 19 Feb 24, follow the information under the "Pro users" tab
Unable to receive messages from Vrbo in Guesty or vice versa
You can use the Guesty Inbox to send and receive messages from guests. However, if messages aren't being received in either Guesty or Vrbo, troubleshoot with these steps here.
Message sent to guest is missing from the Vrbo inbox
When a guest messages you from the Vrbo Inbox, Guesty attaches an integration email to the guest, ending in @messages.homeaway.com, which enables communication between Vrbo and Guesty.
However, if the guest doesn’t initiate a message from the Vrbo Inbox, Guesty can’t attach the integration email, and any message sent from Guesty - including automated messages - won’t reach the Vrbo Inbox.
Note:
If the guest sends a message along with the reservation, it will be delivered via API without an integration email.
A message was supposed to be sent through Vrbo but was sent to guest's private email
Vrbo guest messages, including automated ones, are sent via email - either to the guest's private email or through Vrbo's inbox via an integration email.
When a guest adds a message to a reservation, it’s delivered via API, showing as “sent via HomeAway”. If the guest’s primary email in Guesty is Vrbo’s integration email, further messages will be delivered through the integration only if the guest sends another message. Without an additional message, subsequent messages are sent to the guest’s private email.
Contact details hidden in Vrbo messages
- Hidden contact details: Vrbo masks guest content information to prevent off-platform interactions before a booking is confirmed.
- Attachments not supported:in Vrbo messages. Send attachments directly to the guest’s private email.
- Spam or junk folder: Check these folders if messages are missing from your inbox.
- Email filters or rules:Ensure no filters are blocking or redirecting emails from Vrbo or Guesty.
- Blocked emails: Verify that Vrbo and Guesty emails aren’t blocked by your email provider.
See here for more information on Vrbo's Content Guidelines
For further assistance, contact us with screenshots of your Vrbo Inbox, the "Email 2" field, and contact section.