Limitations in OTA communication

Due to technical limitations, some features of the OTA communication module are either partially supported or not supported at all by Booking.com and Airbnb.

Message Translator

The translator feature is only available for Airbnb booking messages.

Airbnb has its own built-in translator that automatically translates messages from guests into the language set by the location of the accommodation – e.g. English.

So when you receive a message from Airbnb, you will receive both the original text and a translation.

When you view the message in the system, you can easily switch between the original text and the translation – just click on the “Show translation” icon next to the message in the Airbnb booking.

Booking.com doesn’t support this feature because it doesn’t have a built-in translator in its chat.

Emoticons in the messages

For Airbnb reservations, the emoji (smileys) that the guest used in the Airbnb chat where this option is available can be displayed in messages.

However, sending emoticons from Previo is not possible – so you can only receive emoticons, not send them.

Airbnb: receiving emoticons is possible, sending them from Previo is not supported by AirBnb.

Booking.com: does not support emoticons at all.

Links in the messages

Airbnb: Airbnb distinguishes between regular websites and links to apps.

If a message contains a link (URL) that includes the word “app” in the address, it will not be transferred as an active hyperlink – so it will not be clickable.

This is a setting on the Airbnb side and unfortunately cannot be influenced in any way.

In this case, the guest will have to copy and paste the link manually into their browser to get to, for example, Alfred’s page.

Regular links (e.g. to previo.cz) are displayed correctly and work as functional links without limitations.

Booking.com: transfer see security settings here

Attachments and images

Airbnb does not allow attachments such as documents, PDFs or text files – these formats cannot be sent as messages.

As for images, the following applies:

You can send an image from Airbnb that Previo will receive and display correctly.

You can also send an image from Previo (e.g. a map with the location of a hotel) and it will be displayed correctly in the Airbnb chat.

However, you cannot combine text and image in one message. You must send them separately – either text only or image only. This restriction is set by Airbnb and cannot be bypassed.

Booking.com: like Airbnb, Booking.com does not support uploading attachments such as documents, PDFs or text files. These formats cannot be sent via messages.

From Previo, you can only send images that are displayed to the guest. However, the guest does not have the option to send the image back.

Types of messages that Previo cannot process and display

Airbnb:

  • Inquiries: Previo can only process messages linked to an existing reservation. If the communication occurs before a reservation is created (e.g. a guest’s initial inquiry), these messages will not be displayed in Previo. In such cases, please manage the communication directly via the Airbnb extranet. Airbnb will also send you an email notification regarding the new message.
  • Special Offers: messages related to special offers (e.g. a custom price offer) are not tied to a reservation and therefore will not appear in Previo.

Booking.com:

  • Automatic messages:
    Booking.com does not send some system messages (e.g. request for arrival time, preferred bed arrangement) to Previo at all and therefore they will not appear in the system.

For more information about OTA communication, including its features, usage, and activation process, please click here