Use this guide to troubleshoot automated message failures in Hostaway, including trigger issues, channel limitations, timing problems, and message delivery errors.
Automated messaging is a crucial feature in Hostaway that allows seamless communication with guests. However, there are instances when automated messages may fail to trigger as expected. Below, we explore common causes for automation failures and offer actionable steps for resolution.
Common Causes of Automation Failures
1. Unmet Automation Conditions
- Pending Online Check-in Forms: Automated messages may fail if specific conditions aren't met. For instance, if a trigger requires the online check-in form to be submitted but it is completed late, the automation will not retroactively activate. Example: In a test booking, the online check-in form and rental agreement were submitted an hour after the check-in time, so the automation did not trigger. Automation rules cannot execute retroactively, even with the 'Always Trigger' option enabled.
- Scoped Channels Not Configured: Specific channels (e.g., 'Hostaway Direct') must be included in the automation's configuration. For instance, in one case, a reservation couldn't trigger the failed payment automation because 'Hostaway Direct' was omitted from the scoped channels. Adding the channel resolved the issue.
- Timing Issues: Automations are sensitive to timing conditions. An automation requiring a delay of at least 2 minutes may fail if this condition isn't met (e.g., the event was triggered at 1 minute and 33 seconds instead).
2. Platform-Specific Messaging Limitations
- VRBO iCal Connection Restrictions: Messaging functionality is not supported with VRBO iCal connections, as these are limited to calendar syncing. For messaging capabilities, transitioning to the VRBO API is recommended.
- Expedia Proxy Email Issues: Automated messages sent to Expedia reservations may experience failures due to how Expedia handles proxy email accounts. For example: - Ensure Hostaway's logs confirm messages are sent to the proxy email.- If replies do not appear in Hostaway, Expedia's email forwarding could be at fault.- It may be necessary to request Expedia to provide real guest email addresses for all reservations.
3. System Incidents or Delays
- Occasionally, Hostaway systems may experience temporary outages or delays. For instance, a P1 incident caused delays on May 21, 2025, lasting from 8:03 to 8:19 UTC. Messages queued during this time were delayed but eventually processed once the system recovered.
Troubleshooting Steps
To address issues with automated messages:
- Verify Conditions: Ensure all required conditions (e.g., timely submission of forms, scoping channels) are met.
- Review Message Logs: Check Hostaway's message logs to confirm whether the message was sent.
- Transition Connections: If using a VRBO iCal connection, consider switching to VRBO API for better functionality.
- Test Messaging: Send manual messages to guests to verify communication pathways, especially when dealing with Expedia reservations.
- Contact Support or Partners: For issues tied to third-party integrations (e.g., Expedia email forwarding), reach out to the respective account manager for assistance.
Recommendations for Prevention
- Configure automation settings clearly and include all relevant scoped channels.
- Monitor upcoming system updates or incident reports on Hostaway to anticipate potential delays.
- Maintain open communication with third-party platforms to ensure seamless integration.
- Regularly test automations under different conditions to identify potential gaps.
By following these guidelines and troubleshooting steps, you can minimize interruptions and ensure that automated messaging in Hostaway functions smoothly.