Learn what the Hostaway Inbox includes, how guest messaging works across channels, and where to manage conversations, automations, and communication settings.
The Inbox centralizes all host-guest communications in one place, eliminating the need to switch between different OTA applications and devices to save time and increase responsiveness. With the ability to send channel messages, email, SMS, and WhatsApp messages, you'll only need one inbox to communicate with your guests.
Key Highlights
1. Multi-Channel Messaging
Hostaway supports direct messaging via API or Email Proxy depending on the channel :
- API Messaging: Ability to send messages via OTA API for Airbnb, Booking.com, and Vrbo API connections.
- Email Proxy: For other channels, messaging is still based on an email proxy system.
- Direct Email: Ability to send messages via email. You can send and receive messages to and from the guest email provider (e.g., Google).
2. Channel-Specific Rules
Each channel has unique limitations and behaviors that you must keep in mind:
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Booking.com: Due to integration limitations, messages from Booking.com will be displayed if they are related to confirmed reservations and not inquiries.
- Inquiries: General pre-booking inquiries must be managed directly in the Booking.com Extranet.
- Request to Book (RTB): These sync as inquiries in Hostaway. While messaging is supported for these inquiries, the most common cause of delivery failures is Booking.com's strict security filters. These filters automatically block messages containing links, URLs, phone numbers, or email addresses. Even if Booking.com support mentions that certain links are allowed, their API typically rejects them server-side. When this happens, Hostaway displays a delivery failure error. To ensure successful communication before a reservation is confirmed, hosts should remove all links and contact details from their pre-booking messages or templates.
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Vrbo: Unlike Booking.com, Vrbo inquiries are displayed in the Hostaway Dashboard > Inbox.
- Auto-Approval: Replying to a Vrbo inquiry from the Hostaway Inbox automatically approves the request and sends the guest a "Book Now" link.
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Airbnb:
- Co-host Messaging: Ability to select the message sender from the list of available Airbnb co-hosts (manual messages only, Dashboard only).
- Pre-approval: Ability to pre-approve Airbnb inquiries and send special offers directly from the Inbox.
3. SMS Messaging
- Two-Way SMS: Ability to use two-way SMS communication (text messages only) in the countries where the service is applicable.
- Character Limit: Standard SMS now supports up to 480 characters (utilizing up to 3 merged segments). Note: Using special characters or emojis (Unicode) reduces the limit to 70 characters per segment.
Send Attachments
Ability to send attachments with the following channel-specific limitations :
- Airbnb: Only accepts image files in .jpg and .png.
- Booking.com: Only accepts image files in .jpg and .png (PDFs or QR codes are not supported).
- Vrbo: Accepts image files (.jpg, .png) and PDF files.
- Direct Email: Images & PDFs supported.
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Disclaimer: Hyperlinked images are not supported in message automations.
System Capabilities
- Internal Notes: Ability to leave internal notes for users on your team, which are displayed in yellow within the conversation.
- Real-time Refresh: Quicker refresh timing allows seeing new messages without needing to manually refresh the page.
- Responsive Design: Ability to use a responsive version of the Inbox on all mobile devices.