If an automated message is sent to a guest for a reservation that hasn't been paid for, it's because automated messages are triggered when a reservation is confirmed, regardless of whether the guest has made the payment.
To ensure a message is only sent after payment, add a message condition. Use the condition "Reservation was fully paid". When you toggle this condition on, the message will only send once the payment is received.
Locate details for contacting support
If you confirm the configuration is correct and the issue persists, contact us to begin troubleshooting.
To help us triage the issue quickly and accurately, provide the following details along with a screenshot showing any error messages:
Reservation code
The reservation code is a unique identifier assigned to each booking. The code's format depends on the booking channel.
Code formats
-
Airbnb: Starts with "H" (e.g., HMEXF9BKQ4).
-
Booking.com: Starts with "BC" (e.g., BC-1000gAmP).
-
Vrbo: Starts with "HA" (e.g., HA-8XTV36).
-
Manual/Direct Bookings: Have their own specific format.
Location
Back to the top
Automated message name
The label you assign to identify a specific message in your message automation workflow. The name is only for user identification and is not visible to guests.
Location
-
In the messaging automation page: In the top navigation bar, click Automations and select Messages. Click the relevant automation. The automated message name displays in the automations list.
-
In the Guesty Inbox: (for scheduled or sent messages): Select the relevant conversation thread. In the right side panel, click Automated messages. The automated message name for sent or scheduled messages displays in the History tab.
Tip:
Use a consistent naming convention (e.g., channel + purpose + trigger) so automations are easy to find with partial searches.
Back to the top
Message automation name
A message automation, sometimes referred to as a workflow, is the visual framework you use to set up automated guest communication based on the reservation lifecycle. The automation name is for internal use only and is not visible to guests.
Location
-
In the messaging automation page: In the top navigation bar, click Automations and select Messages. Click the relevant automation. The message automation name displays in the automations list. To search for a specific automation, use the search bar at the top of the page: Type the full or partial name to quickly find it.
-
In the Guesty Inbox: (for scheduled or sent messages): Select the relevant conversation thread. In the right-side panel, click Automated messages. Select the Scheduled or History tab. Under the relevant automation, click See more. The message automation name displays in the pop-up.
Back to the top