When a guest sends a message from Vrbo, Guesty automatically gives them a proxy email address, ending with the domain @messages.homeaway.com, and marks it as their primary address. The primary email address affects how a message is sent to a guest:
To send a message to the guest via Vrbo, send the message from the Guesty Inbox via email, making sure their proxy email address is marked as the primary one.
To send a message to the guest directly, send the message from the Guesty Inbox via email, making sure their private email address is marked as the primary one.
For privacy purposes, when messages are sent to guests with unconfirmed reservations, personal information such as email addresses, company name, phone numbers, links and websites are hidden using a series of dashes or x's.
If you previously managed your Vrbo account via a channel manager and switched to the direct connection, reservations that were created via the channel manager are migrated to the direct connection after switching.
Messages sent from Vrbo by these guests are not expected to be received in Guesty, since these reservations are associated with the channel manager's integration email. We recommend moving to email communication with these guests.