Unified guest inbox

Answer every guest with the stay already attached.

Read supported guest conversations with the room, stay dates, booking status and recent history close at hand.
In plain English

What is a hotel guest inbox?

A hotel guest inbox brings supported guest messages into one workspace and keeps the relevant reservation close to the conversation. In Kiyo, teams can reply to supported Booking.com, Airbnb and Expedia threads and connected WhatsApp conversations while reviewing the guest, stay and recent booking context.

Supported OTA replies
Answer Booking.com, Airbnb and Expedia conversations inside Kiyo.
Connected WhatsApp
Keep supported WhatsApp Business guest threads in the same guest workspace after connection.
Reservation context
See the guest, room, dates and booking status before writing a reply.
Clear channel coverage
See which replies can be sent in Kiyo and which continue in the OTA extranet.
Supported guest threadsReservation beside the replyGuest historyCoverage made clear

Bring the conversation and booking together.

Kiyo currently supports in-app replies for Booking.com, Airbnb and Expedia conversations, plus supported WhatsApp Business threads after the property connection is active.
Filter conversations by supported channel
See unread state and the latest message
Reply from the same guest workspace

Reservation beside the reply

The conversation can sit beside the linked guest and reservation so staff can confirm the room, stay dates and booking state before responding.
Current room and stay dates
Booking status and contact details
Direct route to the guest or reservation record

Guest history

Recent reservations and guest value help the team understand whether this is a new inquiry, an upcoming stay or a returning guest.
Recent reservations
Active and past stay context
Guest profile available from the thread

Coverage made clear

When Kiyo cannot send a reply, the inbox shows your team where to continue the conversation instead of leaving them to guess.
Booking.com, Airbnb and Expedia supported in Kiyo
Connected WhatsApp handled through its own transport
Other OTA messages continue in the channel extranet
What belongs here

The Inbox is the place for guest conversations, not every kind of communication.

A useful unified inbox brings supported inbound and outbound guest threads together with enough reservation context to answer correctly.

01

Own the live guest thread

The Inbox owns two-way guest conversations from supported OTA messaging and connected direct-messaging channels. It preserves the source so staff know where the reply will be delivered.

  • Source channel remains visible
  • Thread history stays together
  • Reply returns through the supported channel
02

Attach the stay context

The guest profile, room, dates, booking status, language and recent contact history sit close to the thread. Staff can understand an airport pickup, late arrival or room request before replying.

  • Guest and reservation identity
  • Stay dates and room context
  • Recent conversations and contact history
03

Separate adjacent workflows

Lifecycle emails belong to guest email automation; staff-only discussion belongs to Team Chat; guest self-service belongs to My Page; and review responses belong to Reviews. Keeping those boundaries clear prevents private notes or automated messages from becoming accidental guest replies.

  • Email journeys are separate
  • Internal team messages stay private
  • Portal and review workflows keep their own ownership
Guest context

Follow one guest request without searching another system.

3
supported OTA reply paths
Live
connected WhatsApp guest messaging
One
guest and stay context beside the thread
FAQ

Questions operators ask about guest inbox.

Explore related Kiyo features

Messaging channelsGuest email automation
Guest context

Keep channel coverage clear for every shift.

Give the team the guest thread, the linked stay and the next reply in one clear view.
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