Airbnb Direct Integration

Important notes:
- Specific rentals & reservations messages can not be disabled from the integration. 
 

Scheduled Message setup:

Create a Scheduled Message to send via Chat - this will send messages directly to the Airbnb inbox, even if there is no email added on the Reservation in Duve. 

 

FAQs:

Q: Does the Airbnb integration replace my PMS or channel manager?

A: No. It runs alongside your existing connection. Duve does not pull a full reservation list from Airbnb. Instead, Airbnb sends Duve events, and Duve enriches the reservations you already have with Airbnb data such as the confirmation code, the listing, and the message thread.

Missing Messages

Q: Why didn't Duve send my confirmation message to Airbnb?

A: When Airbnb is connected directly to Duve, Duve gets the reservation both from Airbnb AND from the PMS. Duve then merges the reservations into one and presents it on our platform.
Sometimes it takes more than a few minutes for all 3 systems to synchronize, so the best practice we suggest is to set the Airbnb confirmation message to be sent 10 minutes after reservation creation.

Q: What data does Duve pull from an Airbnb reservation?

A: When Duve syncs an Airbnb reservation, it stores:

• The Airbnb confirmation code
• Check-in and check-out dates
• Guest first and last name
• Number of adults, children, and infants
• The Airbnb listing the reservation belongs to
• The Airbnb message thread, linked to the reservation chat in Duve
• The guest ID and host ID, used for matching later events

Duve also copies the Wi-Fi network name and password from the Airbnb listing to the matching rental in Duve when they are available.

Q: Which reservations are covered?

A: Current and future stays. The first sync after connecting covers reservations whose check-out date is today or later. After that, incoming Airbnb events are handled for reservations whose check-out date is within the last 14 days or later. Canceled reservations and demo reservations are skipped.

Q: Why are Airbnb messages not reaching Duve?

A: The most common reasons are:

• Chat sync is turned off on the Airbnb connection
• The Airbnb listing is not mapped to any rental in Duve
• More than one rental is mapped to the same listing, so Duve cannot decide where the reservation belongs
• The message is an inquiry and inquiry messages are not enabled
• The account's trial has expired, in which case incoming Airbnb events are ignored

Q: Why don't Airbnb reservations get a confirmation email from Duve?

A: Confirmation emails are intentionally not sent for Airbnb reservations. For the same reason, the satisfaction section and the review, rating, and instructions pages of the online check-out are hidden for Airbnb reservations, because Airbnb handles guest reviews and guest contact on its own platform.

Q: Where do I see that a reservation came from Airbnb?

A: Open the reservation and look at the Connectivity section. It shows the Airbnb confirmation code with a direct link to the reservation on Airbnb, and an Airbnb banner appears at the bottom of the section.

Q: What happens if I remove the Airbnb connection?

A: Duve clears the Airbnb data it added to your reservations, including the Airbnb reservation reference, source, listing reference, and stored guest and host IDs, and removes the connection from the rentals it was attached to. The reservations and chats themselves stay in Duve.