Auto responses are pre-defined messages activated by different stages in the reservation's life cycle, aimed at ensuring timely responses. If you discover that an auto response behaves unexpectedly, review the common causes below and how to avoid them in the future.
An auto response was sent unexpectedly
Auto responses configured with a delay are only triggered if no response is detected within the specified time. If you send a manual message from the Guesty Inbox before the auto response is due, Guesty acknowledges your reply and cancels the auto response.
However, if a manual message is sent from your Airbnb inbox and the sender name appears as “Not available”, Guesty won’t recognize it as a response. As a result, the auto response will still be sent after the delay period.
To avoid this, send manual replies from the Guesty Inbox to ensure they’re identified and cancel pending auto responses when applicable.
An auto response wasn't sent
Review the common reasons why auto responses may be canceled and how to prevent it.
The template was already used
Auto responses that use the same template—for example, “After check-out”—are limited to one message every 12 hours. If a previous message using the same template was sent within the past 12 hours, another one won’t be sent. This prevents repetitive or generic replies from being sent to guests.
The message contains an invalid variable
Ensure all variables used in the message are supported. If a message includes an invalid or unsupported variable, it won't be sent. This helps prevent incorrect or incomplete information from reaching guests.
The message uses an inactive custom field
If the message includes a custom field, confirm the field is active. Auto responses using inactive custom fields won’t be sent.