You can write first
The thread opens when the booking is made, not when the guest gets in touch. Send what they need before they think to ask for it.
Guest messaging
Talk to guests without losing the thread
Arrival instructions in one inbox, the door code in another, and a question in a third — that is how details get missed. 1Melo keeps the conversation attached to the booking it belongs to.
Your team sees one inbox
Unread counts belong to the business, not to a person, so whoever picks a booking up next sees everything that was already said.
Templates for the repetitive part
Save the messages you send every time and fill a reply with one in a click. A template never sends itself — a person always presses send.
How it works for the guest
When somebody books directly, their confirmation includes a private link to their own conversation page. There is nothing to sign up for and no password to remember: the link itself is the credential, and it is a different one from their booking confirmation — so forwarding a message link shares the conversation and nothing else.
They write on that page; you see it in your inbox. You reply; they get an email pointing them back. The whole exchange stays in one place instead of scattering across personal mailboxes.
What the guest's page deliberately does not show
- Their own email address or phone number.
- Any money — no charges, no totals, no payment state.
- The rental terms or any internal identifier.
- Which member of your team wrote a reply.
That last one is deliberate. A guest is talking to a business, not to a named individual, and publishing the shape of your team helps nobody.
A failed email never loses a message. A message is
stored before any notification is sent. If an email cannot be delivered,
that shows as a visible undelivered marker — the message itself is still
there, on both sides.
What this is not
It is not a marketplace inbox. 1Melo does not read or write Airbnb or Vrbo conversations, and it has no integration with either. If a guest booked through a marketplace, that conversation lives there. Guest messaging in 1Melo covers the bookings that came to you directly.
There is also no automation that messages guests on a schedule. Nothing fires on a timer or an event — messages are sent by a person.
Questions
Guest messaging questions
Does the guest need an account?
No. Each conversation has its own secure link, sent to the guest with their booking. They open it and reply — no password, no signup, nothing to install.
Can I message a guest before they contact me?
Yes, and this is the point. A thread opens the moment a direct booking is made, so you can send arrival instructions, parking notes or a door code straight away rather than waiting to be asked.
Does this sync with Airbnb or Vrbo messages?
No. Guest messaging covers direct bookings made through 1Melo. Conversations that happen inside a marketplace stay in that marketplace — 1Melo has no message integration with any platform.
Can my team see the same conversation?
Yes. The inbox is shared, with unread counts for the business rather than per person, so "has anybody dealt with this?" is answerable at a glance. Front-desk staff can reply without being given access to money or settings.
What does the guest see?
Deliberately less than their booking confirmation shows. Their page carries the property, the dates, the guest count and the conversation — not their own contact details, not the charges, not the rental terms, and never which member of your team replied.