Managing guest communication across OTAs like Airbnb and Booking.com used to mean switching tabs, checking your PMS inbox, and manually replying — or worse, missing time-sensitive messages.
UpMarket’s new PMS messaging integration changes that. Now, OTA messages flow directly into your Comms Hub, where they’re handled by the Virtual Concierge — automatically, instantly, and in your brand voice.
It’s one inbox, one workflow, zero exceptions — across all channels.
The Real Cost of Fragmented Guest Messaging
Guests message you wherever they feel like — WhatsApp, email, Airbnb, Booking.com. That’s great for them. But for your team? It’s a nightmare to track, manage, and respond across disconnected platforms.
The result:
- ❌ Missed messages
- ❌ Delayed replies
- ❌ Inconsistent guest experience
And it’s not just operational pain — it hits revenue too:
- 42% higher guest satisfaction for properties with fast, multi-channel responses (Hospitality Technology)
- 27% more positive reviews when guests feel heard
- 31% more repeat bookings when communication is consistent across the journey
In short: if your response depends on which inbox someone’s monitoring, you’re losing money.
What’s New: PMS Messaging Integration for Airbnb & Booking.com
Most PMS platforms act as the bridge between OTAs and your internal operations — but until now, guest messages from Airbnb, Booking.com, and similar platforms were trapped inside siloed inboxes. UpMarket just changed that.
With our latest update, OTA messages coming through select PMS integrations can now be:
- Received directly in the Comms Hub
- Handled by the Virtual Concierge
- Escalated only when needed
This means guests who message you through Airbnb or Booking.com get the same instant, automated service as those using WhatsApp or email — without your team lifting a finger.
Automating OTA Guest Messages with the Virtual Concierge
1. OTA messaging, fully automated
The Virtual Concierge now detects and responds to OTA messages just like any other channel — answering FAQs, sharing check-in info, and handling requests based on your defined rules.
2. One interface for all guest comms
No more switching between your PMS inbox and UpMarket. All guest messages — WhatsApp, email, guest app, and now OTAs — are centralized in a single workflow.
3. Full conversation history across channels
Every message, regardless of channel, is visible in one place. This context helps the AI respond more intelligently, and your team stay aligned.
4. Nothing slips through the cracks
Time-sensitive OTA requests are flagged, escalations are routed, and you maintain full visibility across all conversations — without manual checking or duplicate work.
One Unified Inbox for All Channels
This feature is currently available for users connected via:
Cloudbeds, WuBook, Hostex, Guesty, Hostaway, Lodgify, Hostify, OwnerRez, BookingSync, Beds24, Hospitable, Resly, Smoobu, FantasticStay, Your.Rentals, RentalWise, Hostfully.
We’re actively expanding support based on demand.
How Property Managers Benefit from OTA Automation
With OTA messaging now supported through selected PMS integrations, your automation layer extends even further. Here’s what that means in practice:
📲 Airbnb & Booking.com messages flow into your Comms Hub
No need to check your PMS inbox or OTA portals separately. Every guest message lands in one central place — with full context.
🤖 Your Virtual Concierge replies automatically
The AI handles common OTA inquiries like check-in instructions, house rules, or Wi-Fi info — instantly and in your brand voice.
🧭 Escalations are triggered only when needed
If the message can’t be handled automatically, it’s flagged and assigned to your team — so nothing slips through the cracks.
⏱ Faster replies, fewer tabs, lower overhead
You cut response times and reduce workload — without increasing headcount or training teams on new tools.
🎯 More consistent guest experience across all platforms
Whether they message you on WhatsApp, email, or Airbnb — every guest gets a fast, professional, personalized reply.
How to Fully Centralize Your Guest Messaging — Including OTAs
With OTA messaging now routed into the Comms Hub via supported PMS integrations, you can finally handle every guest message — across all channels — in one unified, automated system.
Here’s how to make the most of it:
- Audit your current communication gaps
Where are messages still handled manually or late? If the answer is Airbnb or Booking.com, you now have a way to fix that. - Standardize auto-replies across all platforms
Use templates and brand voice controls to ensure the Virtual Concierge gives the same high-quality response no matter where the message comes from. - Train your team to work from one place
No more toggling between the PMS, OTAs, and inboxes. Everything flows through the Comms Hub — WhatsApp, email, OTAs, guest app — with full context and automation. - Escalate only when necessary
Set up smart escalation logic for edge cases, and let the AI handle everything else. - Review your performance
Use UpMarket Insights to track resolution time, escalation volume, and automation coverage across all channels — now including OTAs.
Get More From the Comms Hub
With OTA messaging now integrated and automated, we’re continuing to expand the Comms Hub into the industry’s most complete, AI-driven guest messaging layer.
Here’s where we’re headed next:
- Deeper PMS messaging integration — Not just OTA relays, but full support for PMS-native inbox features
- Email upgrades — Richer formatting, threading, and smarter AI templates for mid- and post-stay interactions
- Website widget — Turn your website into a direct, bookable communication channel, fully powered by the Concierge
- More OTAs + PMSs — Rapid expansion of supported platforms, based on customer demand and partner capabilities
Ready to Centralize All Your Guest Messaging?
Every guest message — from WhatsApp to Airbnb — now flows through a single, intelligent system that’s built to handle scale, complexity, and real-time guest expectations.
This latest release strengthens what UpMarket does best:
centralized communication + automated service, across every channel that matters.
If you’re already using one of the supported PMS integrations, this capability is live today.
Ready to transform your guest communications? Contact us today to learn how our PMS unified inbox integration can work for your properties.
💬 Frequently Asked Questions
❓Which PMS platforms does UpMarket support for OTA messaging automation?
UpMarket currently supports OTA messaging automation for the following PMS platforms:
Hostex, Guesty, Hostaway, Lodgify, Hostify, OwnerRez, BookingSync, Beds24, Hospitable, Resly, Smoobu, FantasticStay, Your.Rentals, RentalWise, Hostfully
If your PMS is on this list, you may already be able to automate guest messaging from platforms like Airbnb or Booking.com.
📩 Contact us to activate it
❓Can UpMarket automate Airbnb and Booking.com messages?
Yes. If you’re connected through a supported PMS, UpMarket can receive guest messages from Airbnb and Booking.com and respond automatically using the Virtual Concierge. You don’t need to check multiple inboxes or reply manually.
❓Does this replace my PMS inbox?
No. Your PMS remains your system of record, but UpMarket acts as your automation layer — centralizing guest messages across OTAs, WhatsApp, email, and the guest app in one AI-powered Comms Hub.
❓Can I customize the AI responses for OTA guests?
Absolutely. You can define branded templates, set tone of voice, and control escalation logic. The Virtual Concierge will reply accordingly, across all channels including OTA messages.
❓What happens if my PMS doesn’t support OTA messaging APIs?
Some PMS platforms don’t expose OTA messages via API — in those cases, UpMarket can’t access or automate those threads (yet). But we’re constantly expanding coverage.
📩 Let us know which PMS you use — we prioritize integration work based on customer demand.
❓How does this help me operationally?
- Cuts response times dramatically (often under 1 hour across all channels)
- Reduces manual workload
- Prevents missed OTA messages
- Unifies the guest experience
- Keeps everything trackable and centralized
