Troubleshooting: Airbnb communication sync

Message is outdated

Guesty only imports messages from a limited timeframe of 360 days. Older communications do not sync to Guesty.

Message is still processing

A delay of several minutes can occur during high-load periods, and it can take up to 15 minutes to update message threads.

When importing a listing, it can take 24 hours for the listing's status to change to "Connected", and an additional 72 hours for all the listing's data, reservations, and guest messages to import to Guesty.

Guest inquiry messages are missing

An inquiry from Airbnb only syncs to Guesty if the guest includes a message. Withdrawn inquiries don't sync to Guesty.

Your account was deactivated and reactivated

If your account was deactivated (for example, due to a failed payment) and then reactivated, reservations created while the account was inactive don’t sync automatically. This results in missing reservations and messages. In these cases, contact us to request recovery.

Message violates Airbnb’s content policy (inquiries or cancelled reservations only)

Airbnb validates all messages. All written content must comply with Airbnb's content policy. You can't include the following content when responding to inquiries or cancelled reservations:

• Website links
• Email addresses
• Social media accounts
• Phone numbers
• Emojis and symbols
• Abbreviations (Mr, Ms)
• Repetitive special characters
• All-capitalized words (such as "CC")
• Website addresses: Two words (or more) connected with a dot will be considered a website address and will cause an error to appear (e.g., [word].[word]). To solve it, add a space after the dot: [word]. [word].

Message sent "via email" instead of "via Airbnb"

Airbnb prohibits requesting guest contact information before booking or misusing that data. Violation of Airbnb's off-platform policy may cause your account to be suspended.

If you use automated messages for Airbnb reservations, make sure to send them via Airbnb and not as an email.

Message violates Airbnb's off-platform policy

Airbnb doesn't allow you to ask for guests’ contact information before they book, or misuse their contact information. Violation of Airbnb's off-platform policy may cause your account to be suspended.

Message not sent because sender is in view-only mode

If you choose a sender to deliver the message, but the sender’s account is in view-only mode (pre-onboarding), the message won't be delivered. To resolve this, move that integration to fully connect your pre-onboarded account.

Guest details are missing

Airbnb protects guest identity information. Reservations that checked out before the listing was connected to Guesty won’t include the guest’s name for security reasons.

Guest email addresses are not shared

Airbnb doesn't share guest email addresses, even if it's an alias, with Guesty or any Property Management System (PMS). All guest communication occurs via the Airbnb messaging platform.

File attachments are missing

The Guesty Inbox supports HTML messages, but Airbnb's inbox doesn’t. File attachments such as images, PDFs, or Word/Excel documents can’t be sent in guest messages and will be displayed as regular text.