[Auto Message] Current status of automatic message sending for major OTA reservations Sep 2023

The method of sending auto 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. 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. Additionally, 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 to receive Airbnb messages in real-time. Therefore, if you have made a reservation via Booking.com, Agoda, CSV, etc., messages will not be sent.

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

[Booking.com]

Starting March 15, 2022, we transitioned to Booking.com's Message API. Consequently, the message specifications are now aligned with those of Airbnb and will appear on all Booking.com message pages.

If you've made a reservation through Agoda, Temawara, Rakutsu, CSV, etc., an email will be sent to the virtual email address provided by Booking.com for each reservation."

The revised version maintains the essential information while presenting it in a more concise and straightforward manner.

[Expedia]

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

[Agoda]

Since March 2019, due to changes in Agoda's security policy and system, the personal email of guests who have made reservations through Agoda have been changed. It is no longer linked via API. By default, email addresses are not linked and auto messages will not work. Therefore, please contact your Agoda Representative and request them to configure the guest virtual email address (ending in @agoda-messaging.com) to be linked to AirHost PMS..

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. This structure is in place.

However, starting in June 2023, Agoda's security standards have changed, and all URLs in messages are now masked. As a result of this change, we are unable to send the pre-check-in URL, which was previously 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. However, it's worth noting that security standards have changed, and it seems that supporting this setting may become difficult due to the current situation.

We have been in contact with the Agoda API representative and successfully completed the process of unmasking the pre-check-in URL provided by Airhost.

As demonstrated in the example below, the pre-check-in URL is now displayed in its original form, while other URLs remain masked.

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. Kindly request us to make this change. You can reach out to your Agoda representative.

【Rakuten Travel】

Rakuten Travel automatically sends messages through the message function on the Rakuten Travel management screen. However, please note that there is a current limitation on the number of characters that can be included in an automatic message due to Rakuten Travel's restrictions.

In the event of a transmission error, it may be technically challenging to retry the transmission. Therefore, for properties utilizing Rakuten Travel, we kindly request that you limit your messages to 750 characters or less.

If the URL of your document is lengthy, we recommend taking measures to shorten the URL for smoother communication.

Furthermore, it's important to be aware that Rakuten Travel does not permit direct contact for inquiries related to package reservations. Consequently, you will not receive automatic or manual messages concerning package reservations.

Please also note that messages will not be sent for reservations made via Neppan, Temawara, Rakutsu, CSV, or other similar methods.

[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.

---------------------------------------------------------------------------------------------------------------------------------------------------

[Replies from guests to automatically sent messages]

Automatic messages from Airhost are sent using the virtual email address provided by AirHost for each reservation. This is done through the Message API in the case of Airbnb and Booking.com. When a guest replies to one of these automated messages, their response will be visible in AirHost's Messages section for that specific reservation."

This version clarifies the structure and flow of information in the text.

[About unified management of inquiries, etc.]

Since ONE does not have a function to issue virtual emails for accounts, it is not possible to centrally manage emails from guests that arrive at the contact information set for each OTA.