Manage messages per OTA channel (BETA)

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.

Read about: 

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.

💡 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 need to be sent in the body of the messages, 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 the main guest as well as co-travellers are imported into the Lodgify inbox.

Booking.com:

• 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 an 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:

1. Log in to the Booking.com Extranet.
2. Go to the Property tab and select Messaging preferences.
3. Open the Security settings tab (you may need to complete Two-Factor Authentication).
4. Under Your approved links, click Add a link.
5. Enter the domain you want to authorize (e.g., lodgify.com or your check-in provider’s domain).
6. Click Add link, then Save.
7. 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.

  💡 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.