Use this guide to troubleshoot common Vrbo messaging issues in Hostaway, including missing messages, delivery problems, and integration-related communication limitations.
When using VRBO on the Hostaway platform, users may encounter challenges related to automated messaging functionality. These issues often arise due to specific limitations in VRBO integrations. Below, we outline the common problems, their causes, and practical solutions to address them.
1. Messaging Limitations Between VRBO iCal and VRBO API
Problem
Automated messages are not sent for reservations synced via the VRBO iCal connection. This integration is limited to calendar syncing and does not support messaging functionality.
Solution
To overcome this limitation and enable messaging capabilities:
- Transition from the VRBO iCal connection to the VRBO API connection, which supports automated messaging directly through VRBO.
2. Messaging for Reservations Imported from Expedia to VRBO
Problem
For reservations that originate from Expedia but appear within VRBO, messages sent through Hostaway are delivered via email instead of appearing in the VRBO messaging system. This is due to restrictions on Expedia-linked VRBO reservations.
Understanding the Behavior
- Messages marked as "sent" in Hostaway are emailed to the guest and will not appear in the VRBO inbox.
- Guests cannot view these messages in their VRBO accounts; they are only visible in their email.
How to Confirm the Message Delivery Type
- Check the Message Icon in Hostaway: - An "email" icon indicates email delivery.- A VRBO "V" icon indicates messaging via the VRBO API system.- Most messages for Expedia-imported reservations will show the email icon.
- Verify the Reservation Source: - In the reservation details, confirm if the source is Expedia (often seen even if it appears in VRBO settings).
Best Practices
- Craft messages for Expedia-imported reservations clearly and concisely as they will only be delivered by email.
- Request guests to reply to emails or provide an alternative contact method to ensure communication.
3. Emails vs. VRBO Message Threads for Certain Origins
Problem
Reservations that display the VRBO logo but actually originate from Expedia will have messages routed through email instead of the VRBO messaging thread, due to API limitations.
Key Insight
This limitation stems from platform restrictions for Expedia-linked VRBO reservations and is not an issue with Hostaway’s functionality.
4. Troubleshooting Blocked Links in Automated Messages
Problem
Vrbo may block or prevent the display of external links (e.g., rental agreements, guest portals) included in automated booking confirmation messages sent through Hostaway. This commonly affects unconfirmed or quote-hold bookings.
Solution
- Request Vrbo to whitelist specific Hostaway-related links by contacting their Integrations team.
- Provide real-life examples of blocked links to expedite the process.
Key Takeaways for Preventing Messaging Issues
- Opt for VRBO API over iCal connections for full messaging functionality.
- Recognize message delivery limits with Expedia-origin reservations.
- Contact Vrbo to whitelist critical links to ensure they appear in guest communications.
By understanding these common issues and implementing the suggested solutions, Hostaway users can improve automated messaging and guest communication efficiency on VRBO.