Troubleshooting: Airbnb communication sync

Message is outdated

When connecting a listing between Guesty and Airbnb, Guesty only imports messages from a limited timeframe of 360 days. Messages older than this will not be imported.

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 syncs to Guesty only if there is a message attached to it. If the guest withdraws the inquiry, the message won'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 won’t sync automatically. This can cause missing reservations and messages. In these cases, contact us to request a recovery.

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

Airbnb validates all messages. All written content must follow Airbnb's content policy and sharing email addresses, phone numbers, or website links is only permitted for confirmed reservations. 

Ensure your messages don't include any of the content below, otherwise the message won't be sent:

• 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 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.

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.

Guest details are missing

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

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.