Guest messaging for direct bookings
They booked directly with you. Now they need the right answers.
A guest books through your website, over the phone or by email. They have chosen the property, but still need directions, key collection details and somewhere to leave their bags before check-in. With a direct booking, they also need to know where to ask and who will answer.
An assistant for direct bookings needs the right property context, answers to practical questions and a way to bring decisions to your team. Rentevo supports this through conversations available in your connected PMS and the chat in your digital guest guide.
Start by choosing where the conversation continues
A direct booking does not imply a single messaging channel. Someone who booked on your website may reply by email, while someone who called may expect a message on their phone. Choose a clear route and include it in the confirmation so guests know where to ask their next question.
Include the booking reference, dates, property and contact channel in the confirmation. Use the digital guide for longer instructions and the conversation for anything the guest cannot find or needs explained.
If the booking is in your PMS, start there
Connect your PMS to Rentevo and check that the direct booking and its conversation belong to the correct property. An email address alone is not enough: the conversation needs to be available through the PMS connection.
With Smoobu, replies to direct bookings go through the PMS to the booking’s email address. Lodgify also distinguishes direct bookings from OTA reservations. In Rentevo, you can follow imported conversations and prepare the information the assistant uses in its replies.
Guest messaging with Smoobu Guest messaging with LodgifyGive direct booking guests a guide with a chat
Share your digital guest guide link in the booking confirmation or place a QR code in the property. Guests open the guide in their browser, without installing an app, read the instructions and ask questions in the property’s chat.
Guide conversations appear in the Rentevo inbox. This also works for a manually added property without a PMS connection. The guide chat is a separate channel: it does not automatically merge an email history or a PMS reservation.
A published guide chat replies to guests even when PMS conversations are in Test Mode. Use the AI testing tool to check your instructions first, then share the guide when you are ready for guests to use it.
Explore the digital guest guide with chatPractical questions and booking changes need different handling
“What time can we arrive?” can be answered from the property’s check-in instructions. “Can we stay an extra night?” needs a check and confirmation. These are illustrative examples: one relies on prepared information, the other on a booking decision.
In Rentevo, store access details, parking, amenities and house rules in the property’s Knowledge Base. When a person is needed, the assistant can ask your team to step in. Availability, changes, agreed prices and payments still need to be confirmed and handled through your booking process.
Prepare your property information Follow requests handed to your teamSet up your first stay
Start with one property. Connect your PMS and check a direct booking conversation, or prepare a digital guest guide. Review the arrival instructions and the contact guests should use when they need your team.
For PMS conversations, Test Mode prepares replies without sending them to guests. Read a few real questions, review the replies and fill in missing information. Then choose which properties should have AI replies enabled; your team can keep reading conversations and reply personally.
How Test Mode and human oversight workTry a conversation before your walkthrough
Ask about check-in or parking, then follow up with another question. This is the homepage’s interactive demo, using a sample rental. In your guided walkthrough, we can look at the right messaging route for your own direct bookings.
What if guests message you on WhatsApp?
Yes, you can connect your WhatsApp Business number to Rentevo. This is separate from the PMS and digital guide connections. During setup, check how the conversation is linked to the correct stay so the assistant has the right context.
WhatsApp assistant for vacation rentalsPricing and a trial for your properties
Rentevo offers a 15-day trial. The plan costs €9 per property per month, VAT included, for up to 10 properties; larger portfolios receive custom pricing. Your PMS subscription and any Meta messaging fees are separate.
View pricing and additional costsQuestions before you start
Does Rentevo take bookings on my website?
Rentevo supports guest communication alongside your booking process. Your booking engine, calendar and booking confirmation remain in your PMS or the tools you already use.
Can I connect a regular email inbox?
This page covers conversations made available by your PMS, rather than synchronising a personal email inbox. With Smoobu, email replies go through the reservation in the PMS.
Do I need a PMS for the digital guest guide?
No. You can add a property manually in Rentevo and publish a guide with a chat. This is a separate route from importing PMS bookings and conversations.