Gather Your Messages and Provide Better Service
The Unified Inbox allows you to manage all your guest conversations from different portals in one place. No more switching between extranets and apps: here you can read, reply, and organize messages from Airbnb, Booking.com, and VRBO quickly and efficiently. This not only saves you time but also ensures a complete communication history and better customer service.
Portal Compatibility
Airbnb
Messages: two-way synchronization between the Inbox and the Airbnb app.
Templates: do not reach the guest's actual email; they appear as links within Airbnb, where the traveler can view them.
Files: ability to send images up to 5 MB.
Real Email: if the guest provides it through Online Check-in, you can choose to continue communication via the portal or via Unified Inbox.
Attention to Detail
If you select "via Airbnb app," the message (plain text and template) is sent directly to Airbnb messaging.
If you select "via Inbox," the plain text message appears in the Inbox. For templates, only the title is visible in the Inbox, while the guest must check them in their personal email.
Booking.com
Messages: two-way synchronization between the Inbox and the Booking.com app.
Templates: those sent from Avantio arrive in the Booking.com chat as plain text, and the portal also forwards them to the guest's real email with the full format (as seen in the VRMS).
App Display: messages appear on a black background with white text, without active buttons or links.
Files: send and receive images in JPG or PNG, up to 10 MB. You can send several at once, always accompanied by text in the notes field.
Multi-bookings: if a guest books multiple accommodations, Avantio shows them as separate bookings, but both in Booking.com and in the Inbox they are unified in a single chat.
Attention to Detail
Even if the email appears as an alias in the VRMS client file (example: test.123456@guest.booking.com), the templates are forwarded to the guest's real email with their full format.
If the guest provides their real email, you can decide whether to continue communication via the portal or via Unified Inbox. Note that only messages sent through the portal are also reflected in the Booking.com app.
Mark a Conversation as "No Response Needed"
An exclusive feature of the Booking.com chat that allows you to close a conversation without sending an additional message.
Helps keep the inbox organized and optimizes response times.
Booking.com values accommodations that manage their conversations efficiently.
VRBO
Information Requests
All messages sent from VRBO are synchronized in the Unified Inbox.
Messages sent from the Inbox are directly transferred to the VRBO app, visible to both the guest and the host.
From a request, you can send:
Plain text.
Attachments in JPEG, PDF, PNG, and GIF (max. 10 MB).
If a request turns into a booking, a new ID is generated in the VRMS, but the conversation remains unified in the Inbox.
Bookings
Communication possible both via the Inbox (guest's real email) and the VRBO messaging app.
From a booking, you can send:
Plain text.
Templates → received in VRBO as a link/URL.
Attachments (JPEG, PDF, PNG, and GIF) up to 10 MB, always accompanied by a text message.
Now that you know the compatibility of each portal, use the Unified Inbox as your sole inbox. You'll save time, avoid errors, and maintain complete control over communication with your guests.
Frequently Asked Questions
Can I send images or attachments through the Unified Inbox?
Can I send images or attachments through the Unified Inbox?
Yes, but the possibilities depend on the portal:
Airbnb: only images up to 5 MB.
Booking.com: images in JPG or PNG format up to 10 MB.
VRBO: images and PDF files up to 10 MB.
What happens in VRBO if an information request turns into a booking?
What happens in VRBO if an information request turns into a booking?
When a guest moves from an information request to a booking in VRBO, the VRMS generates a new booking ID. However, the conversation remains in the same thread of the Unified Inbox so you don't lose the history with that guest.
Why doesn't my plain text message sent from the Unified Inbox appear in the portal app?
Why doesn't my plain text message sent from the Unified Inbox appear in the portal app?
This happens because the message was sent via the Inbox. Only messages sent through the portal (Airbnb, Booking.com, or VRBO) are also reflected in the respective app.