If an Inbox conversation thread only allows you to send an "internal note", it means that the inquiry was manually created in Guesty without contact details in the guest profile.
You can use internal notes to communicate with your team.
To send an email to your guest, you need to add their contact details.
Step by step:
Note:
Airbnb typically doesn't provide guest emails, which results in an incomplete guest profile in Guesty. In this case, you can reply through Airbnb.
- Sign in to your Guesty account.
- In the top navigation bar, click
. - Click the relevant message.
- In the far right menu, click
. - Under "Contact details", add the guest's email and/or phone number.
- Scroll down and click Save.
- Refresh the page and return to the relevant thread.
You should now see the option to reply via email and/or SMS in addition to internal note.
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