With Guesty's automated messages, you can simplify and automate guest communication by sending automated messages to reservations with a "Confirmed" status. Automated messages for reservations marked as "Inquiry" or "Reserved" are not yet supported.
Follow the troubleshooting guide below to resolve issues with a scheduled message that was not sent for a "Confirmed "reservation.
Confirm you assigned the correct listing to your template
The automated message associated with a message automation, or the message automation itself may have been deleted or deactivated.
Check when the message automation was created or updated
If a message automation was created or updated after its scheduled sending time, messages will not apply to the reservation. The same can be relevant to specific automated messages. Check the activity logs of the message automation to identify when the specific automated message was added to the message automation.
Check which sending conditions were set
You can choose whether or not an automated message is sent based on the conditions you set. If you add a reservation-level custom field as a sending condition, Guesty checks it immediately before sending out the message per its schedule.
The message will not be sent if the custom field's toggle does not match the reservation details. However, when a listing-level custom field is added as a sending condition, Guesty checks it only when the reservation status is "Confirmed". The message will not be sent if the custom field's toggle does not match the reservation details at confirmation. Moreover, if you delete the custom field without removing the condition from the automated message, it will not be sent.
When this happens, a "null" sending condition appears instead of the deleted custom field in the relevant message template. Contact us to remove this "null" condition. This action enables the automated message to re-apply for your existing and future reservations.
Check the custom fields
Including dynamic variables inside custom fields is not supported and will cause the automated message to fail to send.
Guesty does not support nested custom fields. Although you can create custom fields within other custom fields, they cannot be sent in an automated message. If included, the automated message will fail to send.
Check the reservation settings
Check if multiple automated messages or if a single message are turned off for the reservation.
Check if the reservation was imported
An automated message that is triggered by a confirmation of a reservation will not be sent if the reservation was imported to Guesty.
Check the guest's contact details
Check when the guest's phone number and email address were added to the reservation.
The correct guest phone number and email should be updated in the guest profile before the scheduled sending time of the automated message.
If there is no email address, or if the primary email address is not set, the automated messages won't be sent. If the guest details are incorrect, the automated message can't be received.
Check your Airbnb listing settings
Automated messages will only work when both an Airbnb listing and host account are active and connected to Guesty. Learn more about what each type of Airbnb listing status means.