Use this article to resolve issues with missing messages or reservations when using the Expedia integration.
Messages missing in Guesty
If a guest books through a partner site such as Hotels.com, Orbitz, or Venere, and not directly on Expedia.com, guest messages won't sync with the Guesty Inbox.
To read or reply to these messages, go directly to the Expedia inbox in Expedia Partner Central.
Messages missing on Expedia
Once you link an Expedia property to Guesty, messages sent from the Guesty Inbox appear in Expedia Partner Central. If messages are not appearing there, check for the following causes:
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Expedia provided an incorrect email address
Check the guest's email address saved in Guesty. If it ends in @m.expediapartnercentral.com, the message should appear in Expedia Partner Central. Contact Expedia if the email address is different.
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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.
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Expedia removed the message
Messages can only be seen on Expedia Partner Central for 45 days after check-out.
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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), messaging issues can occur. Use the Expedia Inbox to communicate with these guests.
Expedia reservation received without guest email
If an Expedia reservation is received in Guesty without a guest email, the reservation was likely made through an Expedia point of sale. In these cases, the reservation source is "Expedia Affiliate Network".
To enable communication with the guest via the Guesty Inbox locate the guest's contact information on Expedia Partner Central and add the guest's email address manually to the reservation in Guesty.
Reservation is missing in Guesty
If you receive an Expedia reservation via email but it does not appear in Guesty, follow the steps below to resolve the issue and prevent it from happening again.
Check Expedia booking notification settings
In Expedia, verify if the property is set to receive booking notifications by email only under "User Settings". To change this, choose one of the following:
- 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.
- Update the reservation manually in Guesty whenever changes occur.
- Contact us to report the missing sync so we can investigate the cause.