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[FAQ] Why are automatic messages not reaching guests from Expedia/Agoda?
[FAQ] Why are automatic messages not reaching guests from Expedia/Agoda?
T
Written by Takashi Obatake
Updated over a week ago

Notice:

Due to stricter security rules by Expedia and Agoda, it has become impossible to link to guests' personal email addresses, resulting in some automatic messages not being sent.

[Agoda]

Agoda provides a virtual email address for each booking, but there have been reports that guests cannot receive automatic messages sent to these addresses or that pre-check-in URLs become garbled and unreadable.

To avoid this, please contact Agoda to request enabling the feature in the XML of reservation information provided via API that includes the guest's personal email address. You can reach out to Agoda's representative or email ([email protected]).

[Expedia]

For Expedia, if the guest's email address displayed on the reservation details page is not the guest's own but an @reply.expedia.com address, please contact the market manager to instruct enabling the feature in the XML of reservation information provided via API to include the guest's email address.

Expedia's security rules have tightened, requiring pre-approval of the sender's email address. This change has resulted in the inability to send automatic messages. We have requested Expedia to address this issue, and they are currently considering it.

Until this issue is resolved, you may also consider using Expedia's message template feature to automate notifications (Note: The tagging features provided by AirHost PMS automatic messages will not be available).

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