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[Automatic message] Current status of automatic message sending for major OTA reservations Mar 2024
[Automatic message] Current status of automatic message sending for major OTA reservations Mar 2024
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Written by Joelly See Toh
Updated over a week ago

The method of sending automatic messages differs depending on each OTA. Please check the main OTA sending methods and the current status of automatic messages.


【Airbnb】

Airbnb uses an API to sync messages. In addition to sending automatic messages, it can also exchange messages with guests from the AirHost PMS message list. Messages sent from AirHost PMS will be displayed on all Airbnb messages pages.

As a restriction on Airbnb's side, it is prohibited to include URLs, email addresses, phone numbers, emojis, etc. in messages that have not been confirmed, and if such items are included in messages, sending messages will result in an error. . Please be especially careful as the "automatic response message" will be sent before the reservation is confirmed. Please note that the notation Booking.com is also subject to restrictions.

As a prerequisite for centrally managing Airbnb messages using AirHost PMS, you must connect your listing to PMS in order to receive Airbnb messages in real time. Therefore, if you have made a reservation via Neppan, Temawara, Rakutsu, CSV, etc., the message will not be sent.

*The maximum size of images that can be sent is 3.5MB. If you try to send an image larger than this size, it will not be able to be sent and an error will occur.

【Booking.com】

From March 15, 2022, we have migrated to the Message API provided by Booking.com. As a result, the message specifications are similar to those of Airbnb, so they will be displayed on all Booking.com message pages.

If you have made a reservation via Neppan, Temairazu, Rakutsuu, CSV, etc., the email will be sent to the virtual email address issued by Booking.com for each reservation.

【Expedia】

With Expedia, the virtual email address issued by Expedia for each reservation is linked to the reservation information, so once you send a message to Expedia's virtual email, Expedia will forward it to the guest. Masu.

【Agoda】

Like Expedia, Agoda also uses the virtual email address issued by Agoda for each reservation to be linked to the reservation information, so once you send a message to Agoda's virtual email, Agoda will forward it to the guest. It's structured.

However, starting in June 2023, Agoda's security standards have changed and all URLs in messages are now masked. As a result of this, we are unable to send the pre-check-in URL sent via AirHost's automatic message to guests.

After confirming with Agoda representatives, they are planning to set up a whitelist of URL domains that are allowed to be sent around Q3, thereby creating a system that will allow reliable URLs to be delivered to guests. AirHost pre-check-in URLs will be added to the whitelist.

Until the whitelist implementation is complete, the only way to deliver the URL is to have Agoda provide AirHost with the guest's personal email address along with the reservation information using the method below, but security standards have changed. It seems that it is becoming difficult to support this setting due to the current situation.

[ 9/25/2023 ]

We have been contacted by the Agoda API representative and have completed the process of excluding the pre-check-in URL provided by Airhost from masking.

As shown in the example below, the pre-check-in URL is currently displayed normally, and other URLs are still masked.

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If you would like to obtain a guest's personal email address instead of the Agoda virtual email address, please contact Agoda to enable the ability to include the guest's personal email address in the reservation information XML provided via API to the PMS. Please ask us to do so.

Please contact your Agoda representative or ( [email protected] ).

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【Rakuten Travel】

Rakuten Travel automatically sends messages from the message function on the Rakuten Travel management screen. Therefore, due to Rakuten Travel's restrictions, there is currently a limit to the number of characters that can be sent in an automatic message.

If a transmission error occurs, it is technically difficult to retry the transmission, so for properties using Rakuten Travel, please set it to 750 characters or less.

If the URL of the document is long, please take measures such as setting up a shortened URL.

Additionally, Rakuten Travel does not allow direct contact regarding package reservations. For this reason, you will not receive automatic or manual messages regarding package reservations.

The message will not be sent if you have made a reservation via Neppan, Temawara, Rakutsu, CSV, etc.

[Jalan]

The email address entered by the guest will be linked to the reservation information, so the email will be sent directly to the email listed in the guest's reservation information.

[Ikkyu]

The email address entered by the guest will be linked to the reservation information, so the email will be sent directly to the email listed in the guest's reservation information.

However, if you have made a reservation via Neppan, Temawara, Rakutsu, CSV, etc., the message will not be sent.

【Vacation Stay】

The email address entered by the guest will be linked to the reservation information, so the email will be sent directly to the email listed in the guest's reservation information.


[Reply from guests to automatically sent messages]

Automatic messages from Airhost are sent from the virtual email address issued by Airhost for each reservation (via the Message API in the case of Airbnb and Booking.com). Then, when a guest replies to that email, it will appear in Airhost's Messages for each reservation.

[About unified management of inquiries, etc.]

ONE allows you to set up virtual email in your company settings . If you set this virtual email as the contact point for each OTA, you can receive emails from guests sent to this email as a message . (Not linked to reservation)

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