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.
Checklist
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Enable message syncing
To ensure that messages sync between Guesty and Vrbo, ask your guest to send you a message through Vrbo. Once you receive their message, the system will automatically generate a proxy email, which allows future messages from Vrbo to sync with Guesty.
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Verify your Vrbo integration email address and account
Follow the instructions to locate your integration email address. Once located, follow the steps below to ensure it is entered in your Vrbo account.- Log in to your Vrbo account.
- Navigate to Account information:
- In the "Email 2" field, add the integration email used for syncing with Guesty.
- In the "Email 3" field, add your forwarding email address.
- Ensure that the integration email is also listed in the Contacts section of each of your properties.
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Contact us if the correct email address is entered, and include the following screenshots:
- The "Email 2" field
- The Contacts section
- Vrbo's Inbox (to show that the messages don't appear, or vice versa)
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Check your spam or junk folder
Check your spam or junk folder to see if any messages have been filtered there.
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Adjust email filters or rules
If you have set up any email filters or rules in your email, it is possible that messages from Vrbo or Guesty are being automatically directed to specific folders or deleted. Review your filters or rules and make any necessary adjustments.
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Review blocked or blacklisted emails
Remove blocked or blacklisted any email addresses from Vrbo or Guesty.
Note:
Inquiries sent without dates are not displayed in Guesty.
Vrbo inquiry not showing in Guesty
Vrbo inquiries are messages sent by guests via the "Contact Host" button on the Vrbo listing page and contain questions about the property, booking details, or check-in/check-out times. When a guest submits an inquiry, a reservation is generated in Guesty and marked as "Inquiry". For inquiries to become confirmed reservations, guests must click Request to book or Book now on the Vrbo listing. Inquiries won't block calendar availability or sync with Guesty until they become confirmed reservations through one of these options.
Read below why Vrbo inquiries may not appear in your Guesty Inbox and how to resolve this:
- Inquiries submitted without stay dates only appear in your Vrbo dashboard and don't sync to Guesty. Vrbo flags these inquiries with a visual indicator
Monitor your Vrbo dashboard: Regularly check your Vrbo dashboard for inquiries missing stay dates, as these won't appear in Guesty. Look for Vrbo's visual indicator for missing dates.
Reply via Vrbo: For inquiries missing stay dates, reply directly to the guest through the Vrbo platform to ensure timely communication and avoid missed booking opportunities.
- If message sync is disabled in your Vrbo integration settings, inquiries won't appear in Guesty.
Add you integration email address: Verify that you've added the integration email to your Vrbo account to ensure inquiries are generated as reservations in Guesty and are accessible in your Guesty Inbox.
Enable message sync: Ensure message sync is enabled in your Guesty settings for Vrbo inquiries. This ensures future inquiries sync properly with Guesty and can be managed directly within your inbox.
Cancellation request not received in Guesty
Vrbo automatically syncs guest cancellations, so no manual action is required. Learn more about 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, read our troubleshoot inbox issues guide.
Message sent to guest is missing from the Vrbo inbox
When a guest messages you from the Vrbo Inbox, Guesty generates a proxy email address 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 generate a proxy email address. This means that any messages 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 a proxy 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
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Hidden contact details: Vrbo masks the following guest content information to prevent off-platform interactions before a booking is confirmed:
- Email addresses
- Phone numbers
- Third-party websites or external links
- Company names
- Any marketing material content
- 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.
Missing cancellation policies
If a listing has at least one rate plan created in Guesty, cancellation policies for the listing 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.
Links and URLs are hidden on VRBO inquiries
Vrbo inquiries have the following message limitations:
- The body text must be in plain text format.
- URLs are only visible as plain text on confirmed reservations and don't function as a hyperlink.
- HTML tags are not supported.
Unable to send messages '"via Vrbo"
The option to send a message "via Vrbo" from the Inbox is not supported for reservations that originate from Expedia.
Message automations contain HomeAway hooks
- HomeAway auto-created hook for altered reservation
- HomeAway auto-created hook for confirmed reservation
These message automations have no impact on you or your account and can be ignored.
