Learn how SMS works in Hostaway, when SMS can be used for guest communication, and what to review before sending messages by text.

How to use the SMS Feature?

Hostaway supports two-way SMS communication for text messages only.

Messages have a character limit of 10,000 characters. However, if Send by SMS is enabled, the character limit is reduced to 480 characters.

This character limit applies to both manually sent text messages and automated text messages.

SMS and Automation

The steps are identical to creating regular message automation. To create message automation, please refer to our guide on How to create Message automation.

You will find a toggle switch "Send it by SMS." Make sure to turn it ON.

Sending manual SMS

You can send an SMS from your Inbox by clicking the "@" sign and selecting "via SMS."

Please make sure that the reservation has a valid phone number; otherwise, you will not be able to select this option.

Limitations

We can only guarantee two-way SMS messaging for US, CA, and UK phone numbers.

Hostaway uses a US phone number. The SMS feature uses a number provided by our sms provider, so it can change, and it will be displayed as follows:

We cannot guarantee that the guest SMS reply in other countries can be received in Hostaway:

• A guest might find it spam
• A guest might reply, but have calls/SMS blocked for foreign numbers
• A guest carrier might block SMS replies to foreign numbers
• An SMS message cannot have more than 140 characters, or it will fail to be sent
• The SMS number provided by Hostaway for sending messages to guests:
  • Is not customizable
  • It doesn't change for each message sent
  • It can change between different instances/uses
  • It depends on their provider
  • For a single reservation, it should typically remain the same
  • You can include your business phone number in the SMS message so guests can contact you directly
  • When a guest replies to the SMS, you will receive their response and can continue the conversation.

Is the SMS feature activated by default?

The SMS feature can be activated for US, UK, and Canadian customers.

If you are from another region outside of those mentioned above, please submit a request to activate this feature. There can be some limitations for clients outside the regions mentioned in the limitations section.