To keep communication organized, Guesty merges messages from returning guests into a single conversation thread, even when messages belong to different reservations.
Understand merged messages
When a guest sends a message, Guesty checks if they already exist in your account by comparing their name, contact details, and reservation information. If Guesty finds a match, it identifies them as a returning guest and merges the new message into their existing conversation thread.
Returning guests display a "Returning" label under the 
inbox widget.
Navigate to the correct reservation
Follow these steps to locate the correct reservation from a merged conversation thread.
Step by step:
- Sign in to your Guesty account.
- In the side navigation menu, click
Inbox. - In the Inbox submenu, select the relevant inbox.
- Click the relevant message thread.
- In the inbox widget submenu, click .
- Under the guest's name, check for the "Returning" label.
- In the inbox widget submenu, click
. - For guests with multiple reservations, click the arrow next to the confirmation code. Reservations appear by creation date.
- Select the relevant reservation from the dropdown menu to view the reservation details, such as listing information or the check-in date.
Note:
If you update a guest's details, such as their name, email, or phone number, the changes apply to all reservations under this guest. Returning guest messages merge automatically.
Rentals United accounts
If two reservations belong to the same Rentals United account, they will be merged into a single conversation thread in the Inbox. Anyone with access to one of the reservations will also be able to access the other. To avoid this, publish the listings under separate Rentals United accounts.
