A guest receives the check-in instructions through Airbnb but never opens the message.
Hours later, the operations team resends the same information via WhatsApp. Then by email. Eventually, someone ends up calling manually because the guest is about to arrive and still has not received the access code.
For property managers handling hundreds of properties, it is very common for each guest to have different preferences regarding how they receive reservation information. Some guests respond only through Airbnb or Booking.com. Others reply instantly on WhatsApp. Many still rely on email for confirmations, documents, or travel instructions.
That is why UpMarket has introduced a new feature that allows managers to send guest messages through multiple platforms in a personalized way: a new functionality designed to centralize automated guest communication within a single multichannel platform.
A Smarter Communication Strategy Inside UpMarket
Through this functionality, it is possible to configure how automated messages are delivered through:
- OTAs
These are the main communication channels used by guests, all without needing to switch between platforms. Instead of manually resending the same message through different channels, property managers can now define an automated delivery strategy directly within UpMarket.
This allows teams to:
- Define communication priorities: Within the delivery channel settings, property managers can create a customized communication strategy and decide which channel each message should be sent through first.
- Automate backup channels: If a channel is unavailable, UpMarket will automatically send the communication through the next available channel between OTAs, WhatsApp, or email.
- Reduce manual follow-ups: Property managers no longer need to manually resend the same message across different platforms or constantly decide which channel to use to contact the guest based on the configured communication strategy.
For teams managing large portfolios, this significantly reduces repetitive day-to-day operational work.
How Delivery Channels Work
Inside UpMarket, it is now possible to configure not only which message is sent, but also how it reaches the guest.
The functionality offers different strategies depending on each team’s operational needs.
Do Not Send Automatic Messages
If the option: “Do not send automatic messages” is selected, all automated communication will stop immediately.
The only exception is smart lock access delivery, which will continue working to prevent guests from being locked out of their apartments.
This option can be useful during:
- operational migrations
- temporary communication changes
- internal testing
Send Through the First Available Channel
This is one of the most powerful configurations for managers handling multiple properties.
Teams can define the priority order of communication channels available, UpMarket will automatically attempt the next one.
This eliminates the need to:
- resend messages manually
- constantly switch between platforms
- check channel by channel whether the guest received the information
- duplicate operational tasks
For teams managing multiple daily check-ins, this creates a significant improvement in operational efficiency and scalability.
Send Through All Channels
For critical communications, UpMarket also allows messages to be automatically delivered through all configured channels simultaneously.
This is especially useful for:
- arrival instructions
- access codes
- deposit reminders
- urgent information
- check-in messages
The main advantage is visibility. Guests are much more likely to quickly see important information regardless of the channel they are actively using.
How to Configure Automated Messaging via OTAs
- Log into the UpMarket Host account.
- From the left-side menu, click: AI & Messaging.
- Then, inside the expanded section, click: Delivery Channels located in the left-side panel of the account.
- Inside this section, managers can configure HOW automated messages are delivered to guests: which channels are used and their priority order.
- As part of the delivery strategy, it is possible to define:
- If “Do not send automatic messages” is selected, all communication will stop except smart lock access delivery.
- If messages should be sent through the first available channel, channels can be reordered based on priority using the arrows.
- Messages can also be sent through all channels simultaneously, keeping in mind that guests may receive duplicate information.
Centralized Communication for More Scalable Operations
For professional property managers, guest communication is no longer just a support task. It directly impacts daily operations, arrivals, guest experience, and the ability to scale teams efficiently.
With UpMarket, communication across OTAs, WhatsApp, and email is centralized to help property managers reduce manual follow-ups and create much more consistent and efficient communication processes.
