Skip to main content
In a short-term rental workspace, when a guest with a reservation messages a customer agent, the agent already has that reservation in front of it before it writes a word. It does not need a tool or a skill to know the guest’s dates, property, or booking codes. Internal agents, and agents in other workspace types, do not get it automatically.

​
What The Agent Sees

Everything comes from your connected PMS. If a field is empty in your PMS, it is empty for the agent too.

​
Booking Codes

Some bookings have two different codes, and they are used for different things. For Airbnb, Vrbo, and direct bookings, the agent sees only the PMS confirmation code. Your PMS usually stores the Airbnb confirmation code there, so it is also the code the guest knows.
When an instruction depends on a booking code, say which one. “Use the confirmation code” is ambiguous on a Booking.com stay.
If you build guest portal or check-in links from a booking code, your portal most likely reads the PMS confirmation code. Name it in the instruction: Bad: “Send the guest their portal link: https://guest.example.com/[confirmation code].” Good: “Send the guest their portal link: https://guest.example.com/ followed by the PMS confirmation code. Never use the Booking.com reservation number in the link.”

​
When A Guest Quotes Their Booking Number

Booking.com guests usually quote the Booking.com reservation number, because it is the one on their confirmation email. The agent can match either code to the stay, so you do not need to tell guests which one to send.

​
Test It In Sandbox

In Sandbox, pick a reservation to load its details into the test conversation. To try a different code, change PMS confirmation code or OTA reservation ID in the reservation settings before you send a message.