Sending a guest a message, an image, or a video

Communicate with your guests with ease using Guesty's Inbox.
You can send pre-saved responses to answer frequently asked questions quickly, add an internal note to a guest's conversation for you and your team, and even choose how a message is sent, such as through the booking channel, email, SMS, or WhatsApp.

Tip:

You can also automate reservation-related communication with your guests. 

 

Sending a message via the Inbox

Follow the instructions below to choose a platform when sending a message to a guest in the Inbox.

Step by step:

  1. Sign in to your Guesty account.
  2. In the top menu, click .
  3. If relevant, click Guests inbox, on the left sidebar.
  4. Click the relevant message thread on the left side.
  5. At the bottom of the page, click Type your message here.
  6. Choose the type of communication method to send the message through (via Email, WhatsApp, SMS). If you'd like to send a message via email:
    • Via Airbnb
      Choose Via Airbnb to send the message through the Airbnb platform for Airbnb reservations.

      Important:

      Due to Airbnb’s Off-Platform Policy, all communication between hosts and guests must remain on the Airbnb platform.

    • Via Booking.com
      Choose Via Booking.com to send the message through the Booking.com platform for Booking.com reservations.
    • Via Email
      Choose Via Email to send the message to the guest's primary email address as it was set on the channel (through the channel's platform inbox or to the guest's private email)
  7. Click Type your message here.
  8. Enter the relevant text.
  9. Click the blue Send button.

 

Sending a message via the Calendar

Follow the instructions below to choose a platform when sending a message to a guest in the Inbox.

Step by step:

  1. Sign in to your Guesty account.
  2. In the top menu, click the Multi-calendar icon.
  3. Click the relevant reservation.
  4. In the right pane, click the three dots then select Go to Inbox.

The Inbox will automatically open to the thread with the relevant guest so that you can continue the communication with them as explained in the steps above (Sending a message via the Inbox).

 

Inserting and editing images in a message

Sending images from the Inbox is only supported by sending them to a guest's email address.
You can add multiple images to a message, however, you can only upload one image at a time.

Important:

You cannot add attachments when sending a message Via Booking.com or Via Airbnb.

  • Airbnb
    According to Airbnb’s Off-Platform Policy, communication between hosts and guests must remain on the Airbnb platform only. In this case, sending images/attachments isn't supported, since communication with guests via email is prohibited.
  • Booking.com
    To send an attachment, send Via Email.

Follow the instructions below to insert/edit an image to a message in the Inbox.

Step by step:

  1. Sign in to your Guesty account.
  2. In the top menu, click .
  3. Select the relevant conversation.
  4. In the "Type your message here" section at the bottom, use the drop-down to select Via Email. Choosing this option will open a selection of buttons above the message field.
  5. Click the "attach image" icon in the tool bar (shown in the image above).
  6. A pop-up window with 2 options to insert your image will appear: General or Upload.

    General Upload

    1. Select General to upload an image via a link.
    2. Add the link of the image to the Source.

    1. Select Upload to upload your image your device storage.

    2. Either drag and drop the file into the pop-up or browse existing files on your computer to upload the image. 

  7. You can resize your image if needed under General.
    If necessary, click the lock/unlock icon to add/remove proportion restraints. To resize an image after saving, highlight/select your image and click the "attach image" icon.
  8. Click Save.

 

Sending a video via the Inbox

Simplify the communication with your guests by sending them videos.
You can send videos of up to 100 MB in size.


Follow the instructions below to add a video.

Step by step:

  1. Sign in to your Guesty account.
  2. In the top menu, click Inbox icon.
  3. Select the relevant conversation.
  4. In the "Type your message here" section at the bottom, use the drop-down to select "Via Email." Choosing this option will open a selection of buttons above the message field.
  5. Click paper clip icon.
  6. Drag and drop the file into the pop-up or browse existing files on your computer to upload the video.
  7. Click Done.
    The video file will be attached to the message.
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