There is no email address in the reservation so I can't contact the guest, why?
This is most probably because the reservation has been made prior to the connection with Hostaway. Due to GDPR rules, channels never send guests personal information. For reservations made after the connection, we will get the email address and other personal information.
- Channels give us guest information only for confirmed reservations and not for inquiries
- For Airbnb, Booking.com and Vrbo, we do not need a guest email address for messages since we use the API
- For iCal reservations, we do not have guest information
- You can manually edit a reservation to add a guest email, either a direct email address or a channel proxy email address
If I mark a message read or unread, will it be done for all my users?
No, it will only be marked read or unread for the user that has performed the action. The rest of the users will see the message in its original status until they change it.
Can I see the user that has sent the message?
Yes, the Hostaway user that has sent the message is identified in the body of the message thread.
What to do if you receive a 'ConversationMessage' error due to subject length when sending a message?
This can happen when sending messages to Airbnb guests and is mainly due to the 'External Listing Name' of the property having more than 230 characters within Hostaway. Updating the name to less than 230 characters should resolve the issue and allow the message to be sent.
What message information is visible?
The following information is available: time sent, channel, sender, time at which a message was snoozed, and when it is expected to be recovered. And the usual name of the Message Automation and upcoming automation.