If it is about Airbnb
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Configure Guest Communication for Airbnb again as described here. Sometimes access rights you have given to Rentals United get expired or revoked.
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Email addresses configured in Rentals United Control Panel settings and Airbnb are identical.
Airbnb validates the content of messages when there are no confirmed reservations attached to the thread. According to Airbnb policy, messages cannot contain certain elements and including them in the message may result in Airbnb not processing it properly or not delivering it at all:
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Commercial content (i.e. company names)
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Email addresses
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Emojis
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Phone numbers
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Repetitive special characters
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Website links
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Words with all capital letters
If it is about Booking.com
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Ensure with Booking.com if the property for which messages are missing has access to the Booking.com Messaging API. If the access is granted, contact the Rentals United Support Team.
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To prevent phishing attacks and make sure your communication with the guests is secure, Booking.com introduced a setting where you should list all the email addresses that you use to send messages as well as links included in messages to the guests - you can read about it here. For example, links to your terms & policy documents or lists of services available at the apartment. If you send messages that contain links not specified in the Booking.com security settings, such messages will not be delivered to your guests via Guest Communication. Make sure all the links that are used in your messages have been listed on the Booking.com Extranet - see here for the instructions.
If it is about Vrbo
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Ensure with Vrbo that Vrbo has access to the property for which messages are missing. If Vrbo has access to it, contact the Rentals United Support Team.
If it is about Expedia
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Expedia has the right to block or moderate your message if necessary. Make sure that none of the sensitive information is included in your message - see here.
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Ensure with Expedia that Expedia has access to the property for which messages are missing. If Expedia has access to it, contact the Rentals United Support Team.
If it is about other channels
There might be multiple reasons for the situation where the email message does not reach Rentals United servers. First of all, please double check that:
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Email addresses configured in Rentals UnitedControl Panel settings and Sales Channel are identical. You can see how to configure email address in the channel here.
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You have received a notification via email about the guest message from the Sales Channel. If you did not, make sure that channel notifications are turned on - see Email notifications. Note also that channels work differently and some channels send notifications, some do not.
If the above items are validated and are working as expected, please ensure that:
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Your forwarding settings in your mailbox are configured properly.
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You have not reached the mailbox size limit. If you exceed the limit on your mailbox, the forwarding option might not work.
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Your mailbox provider is not blocking some recipients or domains. In this case, ensure that inbox@users.rentalsunited.com is not blocked.
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The outbound SPAM protection is not enabled. Some accounts, for example Microsoft 365, block automatic email forwarding as part of their outbound SPAM protection.
If the above tips did not solve the problem and you are not receiving messages in Guest Communication, please contact the Rentals United Support Team . Remember to include the steps that you have completed in order to make the troubleshooting faster!
