Troubleshooting issues with Airbnb inquiry/reservation messages

Note:

As of September 30, 2023, Airbnb has deprecated the alias email feature — meaning Guesty no longer has the ability to receive email information.


Below are a few explanations and resolutions to common issues with Airbnb guest email addresses, messages/emails, and message formatting.

Missing, delayed, or duplicated messages

Missing or delayed messages

The follow are reasons for why your messages might be delayed or missing in Airbnb:

  • Airbnb data is processed asynchronously
    This means that there may be several minutes of delay during periods with high load and activity, and it could take up to 15 minutes to update thread messages.
  • Compliance issues with Airbnb’s content policy
    Airbnb reserves the right to validate and verify your messages whenever a confirmed reservation isn't linked to the conversation thread.
    According to Airbnb’s Off-Platform Policy, Hosts are required to handle bookings and payments on the Airbnb platform only.
    In this case, ensure that your messages for inquiries don't include any of the following data: 
    • Website links and social media accounts
    • Phone numbers
    • Emails
  • Your account was deactivated and then reactivated

    If your account was deactivated due to a failed payment, and then was activated again, all the reservations created while the account was not active won’t sync automatically to Guesty. This can cause missing reservations, missing messages, and possible overbookings. In these cases, contact us to request a recovery to resync.

  • Some information or messages are "missing" or "archived" during the import process
    When you connect your Airbnb account to Guesty and import your listings, all the historical message data will be imported. However, some messages or info might be "missing" due to separate reasons:
    • During the integration process, large amounts of unread conversations are created (even if they were already read)

      1. To cope with this, Guesty automatically marks certain conversations as "read" and archives them to prevent unnecessary clutter in your Inbox. However, you can unarchive them if you want.

      2. The following types of conversations will be archived:
        • Conversations that have no messages at all
        • Conversations that have messages, and the last message was sent 48 hours or more before the integration process
        • Conversations with reservations with a check-out date from before the import date
    • When you disconnect your listing and reconnect it, your previous/existing conversations will change statuses
      • "Archived" messages that already existed in Guesty before disconnecting the listing will be marked as "unarchived"
      • "Read" messages that already existed in Guesty before disconnecting the listing will be marked as "unread"
    • Airbnb protects your previous guest's personal information
      Reservations with a check-out date from before the import date won’t include the guest’s name for their security.
      For example: Let's say you connected your Airbnb account and imported your Airbnb into Guesty on January 23, 2024 at 11:00 AM.
      Any reservations with a check-out date of January 23, 2024 or earlier won't be imported. (this includes reservations that checked out before 11:00 AM on January 23, 2024). 

 

Duplicated messages

If you are seeing a message synced from Airbnb in the Inbox that appears to be a duplicate automated message, it's possible that you have Airbnb's Scheduled Messages activated, and they are being sent in conjunction with Guesty's Automated Messages.

Follow these steps to resolve this issue:
Deactivate "Scheduled Messages" in Airbnb.


Missing inquiries/reservation requests

If your Airbnb inquiry isn't showing up in Guesty, it could be due to a syncing issue between Airbnb and Guesty.
An inquiry from Airbnb will be pulled into Guesty only if there is a message attached to it — otherwise, the inquiry won't be received in Guesty.

Follow these steps to resolve this issue:
You can either send the inquiry again in Airbnb with a message or send the inquiry via Guesty.
Learn more about pre-approving booking invitations and/or approving Airbnb reservation requests via Guesty.

If your account was deactivated due to a failed payment, and then was activated again, all the reservations created while the account was not active won’t sync automatically to Guesty. This can cause missing reservations, missing messages, and possible overbookings. In these cases, contact us to request a recovery to resync.

Missing a guest's email address (or not listed)

If a guest's email address isn't listed or is missing from an Airbnb reservation, it's because Airbnb no longer provides private email addresses for guests.

To protect guest privacy and avoid disputes, Airbnb no longer provides a guest's private email address with their reservation.
The marketing consent also won't be available for Airbnb reservations, since attempting to get private information from a guest is against Airbnb’s policies.

Follow these steps to resolve this issue:
When you message guests from your Guesty Inbox, you must make sure to send it via Airbnb.
Messages sent from Guesty via this new communication flow will go directly to Airbnb's Inbox. If you send the message as an email, it won't be sent since there's no destination address.

Important:

When you set up Auto Messages for Airbnb reservations, make sure to send them through the booking channel, and not as an email. Emails can't be sent without a destination address.

 

Sending messages with attachments or HTML formatting

While you can send messages to guests in an HTML format via the Guesty Inbox, Airbnb doesn't support HTML messages in their inbox.
Since HTML formatting isn't supported for messages sent to a guest through the Airbnb booking channel, messages sent to the Airbnb platform will be displayed to guests as regular text.

This means file attachments such as images, PDFs, or Word/Excel documents can't be sent in guest messages either.

Important:

To protect the privacy of guests and to avoid disputes, Airbnb doesn't provide a guest's private email address with their reservation.
The marketing consent also won't be available for Airbnb reservations, and attempting to get private information from a guest is against Airbnb’s off-platform policy — meaning you can't ask a guest for their personal details.

Learn more with Airbnb's Help Center about how to use Airbnb's email alias feature or how to share photos, travel guides, etc. via Airbnb.

 

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