Handle guest messages and set up automations
Work the guest inbox with filters, canned messages, and notes, then automate the messages you send every time.
Inbox → Messages is the guest conversation view: threads on the left, the conversation in the middle, guest and reservation detail on the right. All messaging runs through Hostaway; the platform badge tells you where the guest is writing from.
Work the list
The filter popover groups by Reservation Status (Check-in Today, Staying, Check-out Today, Inquiry and the rest), by Platform, and by extras such as Unread and Guest Sent Last Message. That last one is the closest thing to a work queue — it isolates threads where the guest is waiting on you.
Star a thread to keep it to hand, and mark threads read or unread manually. Notes attach to a guest or a unit and carry a resolved state, so an unresolved note shows a count badge.
Reply faster with canned messages
Type / in the composer to open canned messages, arrow to the one you want, and press Enter to insert it. Enter sends; Shift+Enter starts a new line.
Approving or pre-approving a booking request is done from the banner at the top of the conversation — this writes back to Hostaway and the guest is notified by the platform, not by Cleanover.
Automate the repetitive messages
Inbox → Automation is where check-in instructions and similar messages are set to send themselves. A rule needs a Trigger — Reservation Check In, Reservation Created, Payment Failed and so on — and a timing expressed as a number, a unit, and Before, After, or At.
Add Additional Conditions to narrow by stay nights or dates, and pick Channels to limit which platforms it applies to. Leaving channels empty means all of them.
An automation has no enable/disable switch. It is either created — and therefore live — or deleted. There is no way to pause one for a week, so build and check the timing before saving rather than saving a draft to tidy up later. The composer also has no attachments: everything you send from here is text.