Channel Messages

Handle OTA channel messaging for Airbnb, Booking.com, and other platforms

4 min read Intermediate
Manager Admin
Channel Messages in Boom PMS
Channel Messages in Boom PMS

Overview

When guests book through OTAs like Airbnb or Booking.com, their messages sync to your unified inbox. Reply from Boom PMS and your message is sent through the original channel, maintaining conversation history and compliance with platform policies.

How Channel Sync Works

  1. Guest Messages on OTA

    Guest sends message through Airbnb, Booking.com, etc.

  2. Message Syncs to Boom

    Appears in your unified inbox within seconds

  3. You Reply in Boom

    Compose response in the inbox

  4. Reply Sent via OTA

    Message delivered through the original platform

  5. Guest Receives on OTA

    Guest sees reply in their Airbnb/Booking.com app

Supported OTA Channels

Channel Sync Type Features
Airbnb Real-time Messages, inquiries, pre-approvals, reviews
Booking.com Near real-time Messages, modification requests
VRBO/HomeAway Periodic Messages, inquiries
Expedia Periodic Messages, requests
TripAdvisor Periodic Messages, inquiries

Identifying Channel Messages

Channel messages are clearly marked in the inbox:

  • Channel Icon - Airbnb, Booking.com logo next to message
  • Source Badge - Shows originating platform
  • Thread Context - Linked reservation and channel details
  • Reply Path - Shows where reply will be sent
Filter by Channel
Use the channel filter in the inbox to view only messages from a specific OTA. This is helpful when you need to focus on one platform at a time.

Airbnb Messages

Message Types

Type Description
Inquiry Guest asking about listing before booking
Reservation Message Message attached to a booking
Pre-Approval Request Guest requesting to book
Special Offer You send custom pricing to guest

Airbnb Best Practices

  • Respond within 24 hours - Affects response rate metric
  • Keep communication on platform - Until after check-in
  • Don't share contact info - Violates Airbnb policy
  • Use professional language - Messages may be reviewed
Airbnb Response Rate
Airbnb tracks your response rate and time. Messages that go unanswered for 24+ hours negatively impact your Superhost status and search ranking.

Booking.com Messages

Message Types

Type Description
Guest Message Direct message from booked guest
Modification Request Guest requesting date/room changes
Cancellation Request Guest requesting to cancel
Special Request Requests made during booking

Booking.com Best Practices

  • Quick responses - Affects reply score
  • Confirm special requests - Acknowledge what you can/can't provide
  • Handle modifications promptly - Don't leave requests pending

Troubleshooting

Messages Not Syncing

  • Check channel connection status in Settings
  • Reconnect the channel if disconnected
  • Verify API permissions are granted
  • Check for channel-side issues

Replies Not Sending

  • Verify channel connection is active
  • Check for message content violations
  • Ensure reply is within allowed timeframe
  • Look for error messages in send status

Duplicate Messages

  • May occur during sync issues
  • System typically deduplicates automatically
  • Contact support if persistent

Best Practices

  • Respond quickly - OTAs track response times
  • Stay on platform - Until check-in at minimum
  • Be professional - Messages may be reviewed by OTA
  • Follow platform rules - Each OTA has specific policies
  • Use templates wisely - Customize for channel context
  • Monitor sync status - Check connections regularly