Expedia communication with guests
Due to some recent communication changes Expedia rolled out on their platform, communications with their guests through any PMS can be tricky. Here is the situation and what to do about it.
Guests not entering their email can cause a few communication issues:
This needs to be rectified, not only for sending AutoMessages —but it also affects your communication with your guests. If their message is sent from the Expedia communication center, you will not see it in your Guesty Inbox (though it will be forwarded to the forwarding email set for your RU integration) and we will not send messages OUT to the Expedia Partner Center (as we won't have any email to send it to).
You will be able to communicate with the guest via email, send all the automated messages, etc. But if the guest writes directly from the Expedia communication center, we cannot add it to our inbox. You'd have to manually add the guest’s Expedia masked email address in order to see the messages they send through the Expedia Partner Center.
Every message sent by the guest will be added to your Inbox, but in order to reply from the Guesty Inbox to the Expedia Partner Center, you must set the Rentals United integration email as an authorized email address to send messages in the Expedia Partner settings.
What to do?
All the issues above can be solved with these simple steps:
- Make sure your Rentals United integration email is set as the contact email in Expedia.
- In order to receive messages from the Expedia Partner Center to the Guesty Inbox, you must ask your account manager in Expedia to send the guests Expedia masked emails when sending a new reservation to RU.
- In order to send messages from the Guesty Inbox to the Expedia Partner Center, you must set the Rentals United integration email as an authorized email address to send messages in the Expedia Partner center settings. In addition, the Expedia masked integration email must be set as the starred email.
Alternatively, you can decide to manage all communication from Expedia through the guest’s private email. In that case, we advise you to contact your Expedia account manager or Expedia support and ask to make it mandatory for your guests to leave their emails when booking.
If you manage Expedia communication through the guest’s private email, you will not automatically see Expedia Partner Center messages in the Inbox. You would need to manually set the Expedia masked email as an additional email for the guest. This way you will receive any message the guest sends through the Expedia Partner center and you will respond to the guest’s private email. This is not a recommended setup.
The tax values should be the same values that you have set up in Guesty.