Messages missing on Expedia
- Expedia provided an incorrect email address.
If Expedia provided an email ending in @m.expediapartnercentral.com, the message should appear on Expedia Partner Central. Check the guest's email address saved in Guesty. Contact Expedia if the email address does not end in @m.expediapartnercentral.com.
- The reservation was canceled before the guest saw their messages.
When a reservation is canceled, messages are removed from Expedia Partner Central, unless the guest viewed the message before the reservation was canceled.
- Expedia removed the message.
Messages can only be seen on Expedia Partner Central for 45 days after check-out.
- The guest's name is incorrectly formatted in an Expedia message.
If a guest's name contains more than two parts (for example, Sarah Ruth Madison), you may encounter messaging issues in the Guesty Inbox. In such cases, we recommend using the Expedia Inbox to ensure seamless communication with the guest.
Expedia reservation received without guest email
If an Expedia reservation is received in Guesty without a guest email, it may mean that the reservation was made through Expedia's point of sale. In such cases, the reservation source will be marked as "Expedia Affiliate Network", and it will not include the guest's email.
Add the guest's email address manually in Guesty to enable communication with the guest via the Guesty Inbox. To obtain the guest's contact information, locate it on Expedia Partner Central.
Reservation is missing in Guesty
If you receive an Expedia reservation via email and not through Guesty, the reservation won't be displayed in Guesty. We recommend taking the following steps.
Check Expedia booking notification settings
In Expedia, check if the property is set to receive booking notifications by email only. This can be found under the "User Settings" for the property. To change this setting, you have two options:
- Contact Expedia's Integration or Service Operations teams.
- Disconnect and reconnect the Expedia property from Guesty.
Manually create the reservation in Guesty
- Create the reservation that was received by email in Guesty.
- Manage the reservation manually by updating it when changes are made.
- Contact us to let us know this has happened.