Guesty provides multiple ways to communicate with guests and property owners. You can choose how messages are sent—via booking channels, email, SMS, or WhatsApp, include media such as images and videos, and add internal notes for your team. Use saved replies to quickly answer frequently asked questions, or automate reservation-related communication.
Read below to learn how to effectively utilize these features.
Send a message via the Inbox
Follow the instructions below to choose how to send a message from the Inbox.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click
. - In the left sidebar, click
or 
. - Click the relevant message thread.
- At the bottom of the page, click Type your message here and enter your message.
- Choose the communication method: booking channel, email, WhatsApp, or SMS.
- Via email: Customize your message if needed.
-
Pilot/Beta users:
Via booking channel (Airbnb / Booking.com / Expedia / Vrbo): To add images, click
. Drag and drop or click Browse to select the images(s) and click Done.Click X to delete an image.
- Messages to owners can only be sent via email or SMS.
- Click Send.
Customizing messages sent via email
You can customize messages sent via email by inserting hyperlinks, attachments, HTML code, and more.
Add inline images
Add media to your messages to enhance communication, provide visual instructions, highlight property features, or clarify other matters. You can add multiple images to a message, however, you can only upload one image at a time.
Step by step:
- In the text field, click
. 
When setting up an automated message, this button will only appear if the communication method is set to email.
-
In the pop-up, select General to insert an image from a URL, or Upload to use an image from your device storage.
-
To resize an image click the lock/unlock icon to add/remove proportion restraints. To resize an image after saving, highlight/select your image and click
.
-
Click Save.
- Click Send.
Add attachments
You can send documents and other attachments such as videos of up to 100 MB in size.
To add an attachment to an email message, click 
in the text field. Drag and drop the file into the pop-up, or browse existing files on your computer to upload the attachment. Click Done, and then click Send.
Add HTML
In the text field, click < >. The source code editor will appear. Enter your code. Click Save, and then click Send.
Important:
Airbnb does not support HTML formatting.
To avoid formatting issues, remove empty tags and replace them as follows:
-
Use
<p> </p>for paragraph spacing. -
Use
<br>for single line breaks.
Add links
Follow the instructions below to send links to provide additional information to enhance the guest experience.
Important:
Airbnb does not support clickable links.
Step by step:
- Once you've create your message, select the text that you want to function as a hyperlink.
Skip this step if you want the URL to be visible.
- Click
. - Insert the URL.
- Under "Text to display", you have three options:
- If you selected text from your message, it is displayed here. Edit the text if necessary.
- Insert text you want the guest to see.
- Leave the text blank. In this case, the URL text will be displayed.
This text will be clickable.
- Under "Open link in" click the dropdown arrow to select the relevant option.
- Click Save.
- Click Send.
Pilot/Beta: Sending images via booking channel
Airbnb, Booking.com, Expedia and Vrbo users can add images to messages when sending via booking channel from the Inbox, as well as view images sent by guests. Click an image to see an enlarged version and its file name.
Airbnb: Beta users can send messages with attached photos. Note the following limitations:
- Photos can be sent one photo at a time
- Photos can't contain text
Booking.com / Expedia / Vrbo: Pilot users can send messages with up to five attached photos.
Sending messages via WhatsApp
Once your guest has provided a phone number with their reservation, you can use the Guesty Inbox to send and receive text messages via WhatsApp. Attachments and images are not supported. All messages are sent using Guesty’s business account phone number. Learn more in our WhatsApp Guesty webinar.
- As per WhatsApp’s Business account rules, you can respond to a guest within 24 hours of receiving a message. The timer is reset with each new guest message received.
- Use one of Guesty’s pre-made message templates in order to start a conversation with a guest (creating or personalizing a message template isn't supported). Continue the conversation freely once a guest responds.
Communications with Owners
When an owner creates an owner reservation from the Owners Portal, a new conversation thread is created in the Owners Inbox. Owners can't initiate a conversation without creating an owner reservation. If the owner leaves a note when reserving the dates, it will be displayed in that thread. Once the conversation thread has been created, you can send a message to the owner. Conversations in the Owners Inbox cannot be snoozed or archived.
Send a message via the Multi-Calendar
Follow the instructions below to choose a platform when sending a message to a guest.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click
. - Locate the listing and click the relevant reservation.
- In the right pane, click the three dots and 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.
Send a message via Message automation
You can create a message automation, decide when you want automated messages to be sent and define the specific conditions under which they should be sent.
