Manage messages per OTA channel

Lodgify’s messaging integration allows you to set up messages for each channel (i.e., booking source). Learn how messages are sent based on the channel, along with best practices and recommendations for each one.

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Which messages can be sent for OTA bookings
Messaging recommendations per channel

Which messages can be sent for OTA bookings

The messages that can be sent for OTA bookings will depend on your current messaging system version. You can identify your account version as shown below:

New messaging system: Automate button present in the Inbox.
Legacy messaging system: No Automate button in the Inbox.

❗️ Which messages can be sent to the OTAs in the legacy messaging system ▾

When you are connected to an OTA (Airbnb, Booking.com, etc.) via our API Channel Manager, you can choose which Lodgify messages to send. Which messages can be sent to your guests depends on the channel. The table below lists the messages that can be configured for each channel.

OTA	Messages sent from Lodgify
Airbnb	Notify the guest when the guest makes a booking ⚠ Except for booking inquiries. Notify the guest when the guest makes a booking request Notify the guest when the owner confirms a booking Notify the guest when the owner rejects a booking Notify the guest when the owner cancels a booking Notify the guest when the owner accepts a change request Notify the guest when the owner cancels and refunds according to the policy (guest cancels) Notify the guest two days before the guest arrival Notify the guest two days after the guest departure 💡 Notes: On the guest side: If the reservation started as an inquiry, the following messages will not be sent: "Notify the Guest when the guest makes a booking" "Notify the Guest when the owner sends a quote" If the reservation started as an inquiry, when the booking gets confirmed, the following message will be sent: "Notify guest when the host confirms a reservation" On the Rental contact side: If the reservation started as a booking request, the following messages will be sent: "Notify rental contact when the guest makes a booking request" "Notify the Rental contact when the guest makes a booking" If the reservation started as an inquiry, the following message will be sent: "Notify rental contact when the guest makes a contact inquiry" However, the notification for a confirmed booking, "Notify the Rental contact when the guest makes a booking", will not be sent in this case. Learn about how messages synchronize with Airbnb.
Booking.com	Notify the guest when the guest makes a booking Notify the guest when booking is set as declined Notify the guest two days before the guest arrival Notify the guest two days after the guest departure 💡 Note: If the functionality Charge Booking.com reservations inside Lodgify is activated, the following messages can be sent as well: Notify the guest when the guest makes a payment Notify the guest when the owner requests a payment Notify the guest when the guest payment fails Notify the guest when the owner requests a scheduled payment 3 days before due date Notify the guest when the owner issues a refund Learn about how messages synchronize with Booking.com.
Expedia	Notify the guest when the guest makes a booking Notify the guest when booking is set as declined Notify the guest two days before the guest arrival Notify the guest two days after the guest departure 💡 Note: If the functionality Charge Expedia reservations inside Lodgify is activated, the following messages can be sent as well: Notify the guest when the guest makes a payment Notify the guest when the owner requests a payment Notify the guest when the guest payment fails Notify the guest when the owner requests a scheduled payment 3 days before due date Notify the guest when the owner issues a refund Learn about how messages synchronize with Expedia.
HomeAway/Vrbo	Notify the guest when the guest makes a booking Notify the guest when the guest makes a booking request Notify the guest when the owner confirms a booking Notify the guest when the owner rejects a booking Notify the guest when the owner cancels a booking Notify the guest when the owner accepts a change request Notify the guest when the guest makes a payment Notify the guest when the owner requests a payment Notify the guest when the guest payment fails Notify the guest when the owner requests a scheduled payment 3 days before due date Notify the guest when the owner cancels and refunds according to the policy (guest cancels) Notify the guest when the owner issues a refund Notify the guest three days before the guest arrival Notify the guest two days after the guest departure Learn about how messages synchronize with Vrbo.

💡 Note: The Online Check-in form can be sent to that channel automatically at the scheduled time between 1:00 and 2:00 p.m. (UTC).

❗️ Which messages can be sent to the OTAs in the new messaging system ▾

OTA	Messages sent from Lodgify
Airbnb	Booking accepted Inquiry received Booking request Booking rejected Booking canceled Change request accepted Check-in instructions Welcome message Check-out reminder Review requests 💡 Notes: On the Rental contact side: If the reservation started as a booking request, the following messages will be sent: "Notify rental contact when the guest makes a booking request" "Notify the Rental contact when the guest makes a booking" If the reservation started as an inquiry, the following message will be sent: "Notify rental contact when the guest makes a contact inquiry" However, the notification for a confirmed booking, "Notify the Rental contact when the guest makes a booking", will not be sent in this case. Learn about how messages synchronize with Airbnb.
Booking.com	Booking accepted Booking rejected Check-in instructions Welcome message Check-out reminder Review request 💡 Note: If the functionality Charge Booking.com reservations inside Lodgify is activated, the following messages can be sent as well: Payment received Payment reminder Payment failed Refund processed Learn about how messages synchronize with Booking.com.
Expedia	Booking accepted Booking rejected Check-in instructions Welcome message Review request Check-out reminder 💡 Note: If the functionality Charge Expedia reservations inside Lodgify is activated, the following messages can be sent as well: Payment received Payment reminder Payment failed Refund processed Learn about how messages synchronize with Expedia.
HomeAway/Vrbo	Booking accepted Booking request Booking rejected Booking canceled Change request accepted Check-in instructions Welcome message Check-out reminder Review request Payment received Payment failed Payment reminder Refund processed Learn about how messages synchronize with Vrbo.

💡 Note: The Online Check-in form can be sent to that channel automatically at the scheduled time between 1:00 and 2:00 p.m. (UTC).

Messaging recommendations per channel

OTA messaging systems are all different. So, to ensure that your messages are received in full and with the right formats on all the channels you're connected to, certain precautions can be taken when constructing your messages.

Messages exchanged before a reservation is created are not imported into Lodgify.

Airbnb:

Attachments are sent, but hyperlinks still aren’t. Direct links will still be shown.
Photos must be sent in the message body and will appear as a URL link to the guest. Photos can be sent and received, but they won't be shown in Lodgify.
Conversations between you and the guest will not be removed if the host account is disconnected from Lodgify.
Airbnb does not support HTML markup, so bolded/strong styles are not supported.
Phone numbers will not be shared with the guest until the reservation is confirmed (i.e., during a booking inquiry or request).
Messages from the main guest as well as co-travelers are imported into the Lodgify inbox.

Booking.com:

You can send messages to your guests for up to 7 days after check-out or cancellation.
💡 Note: If the guest sends you a message, you have 14 days from their message to reply, even if the 7 days have already passed.
Messages sent from Booking.com by your guest as a special request will not be imported into Lodgify.
Attachments:
- You can only send and receive images. These can be JPG, JPEG, or PNG - up to 10Mb.
- To send an image, you must include text in your message.
Photos embedded in the body of the message are sent as a URL.
How to whitelist a URL in Booking.com
If you want to send links to guests via Booking.com, make sure to include the full URL (no hyperlinks) and add the domains to the Messaging Security link settings in your Booking.com Extranet. Otherwise, the links will be automatically redacted.

To do so, you must manually authorize the link in your Booking.com Extranet:

Log in to the Booking.com Extranet.
Go to the Property tab and select Messaging preferences.
Open the Security settings tab (you may need to complete Two-Factor Authentication).
Under Your approved links, click Add a link.
Enter the domain you want to authorize (e.g., lodgify.com or your check-in provider’s domain).
Click Add link, then Save.
If you manage multiple properties, click Apply to all properties after saving to authorize the link across your entire portfolio at once.

You can find the complete instructions directly in your Booking.com Extranet here.

Expedia

Only messages sent from Lodgify will be visible in your Lodgify inbox.
- Messages exchanged with the guest from your Expedia Partner Central Account are not shared with Lodgify.
- Messages sent by the guests will not be visible on Lodgify, unless they respond to the messages "2 days before check-in" and "review request 2 days after stay".

Vrbo

All post-connection messages, including attachments in PDF, JPEG, PNG, and GIF formats, are synced between Vrbo and Lodgify inboxes.
Photos embedded in the body of the message are sent as a URL.

💡 Notes:
- The following information is redacted in messages before booking:
  - Competitor information
  - Credit card information
  - Bank routing numbers
  - IBAN numbers
  - Phone numbers
  - Email addresses
  - Domain names
  - URLs (except for these: host.virtualkey.co, o.hmwy.io, t.hmwy.io, homeaway.tumblr.com, facebook.com/homeaway, pinterest.com/homeaway, twitter.com/homeaway, plus.google.com/+homeawaycom, linkedin.com/company/homeaway, instagram.com/homeaway, youtube.com/homeawayvacation)
- Email addresses are redacted from messages after booking

Which messages can be sent for OTA bookings

Messaging recommendations per channel

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