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

When you are connected to an OTA (Airbnb, Booking.com, etc.) via our API Channel Manager connection, you can decide to send some of Lodgify's automatic responses. Which messages can be sent to your guest, depends on each channel. In the following table, you will find the list of messages that can be configured for each.

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 automatic responses 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 automatic response 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 automatic responses 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 automatic response 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).

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:

Neither attachments nor Hyperlinks are sent. But direct links will be shown.
Photos need to be sent in the body of the automatic responses, and will be displayed 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 the 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 co-travellers are not imported into the Lodgify inbox. Only messages from the main guest are imported.

Booking.com:

Messages sent from Booking.com by your guest as a special request will not be imported into Lodgify.
If you want to send links, make sure to send the full URL (not hyperlinks), and ensure that you’ve added the URLs you want to share in the Messaging Security link setting of your Booking.com extranet. Otherwise, these links will be redacted. Find how to add them to your Booking.com extranet here.
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 an URL.

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 automatic messages "2 days before check-in" and "review request 2 days after stay".

VRBO

All pre-booking and post-booking messages, including attachments in PDF, JPEG, PNG, and GIF formats, are synced between VRBO and Lodgify inboxes.

💡 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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