This applies to Guesty, Lodgify, Hostaway and Avantio users only.
Enso Connect supports OTA messaging across major booking channels — including Booking.com, VRBO, Expedia, and HomeAway — through supported PMS integrations.
This guide explains how OTA messaging works per PMS and outlines important configuration steps and caveats.
How OTA Messaging Works
When enabled, Enso Connect sends automated messages (booking confirmations, check-in instructions, reminders, etc.) through the OTA channel via your PMS integration.
This ensures:
Messages appear inside the OTA inbox (e.g., Booking.com inbox)
Compliance with OTA messaging policies
Improved deliverability
Centralized communication tracking
Guesty, Lodgify & Hostaway
For Guesty, Lodgify, and Hostaway, OTA messaging works with the default automation setup.
Setup Steps
Go to Automated Messages in your listing group.
Create or edit your automation using our Guesty, Hostaway & Lodgify templates.
WHEN - Select the appropriate trigger event: When guest booking is confirmed, When guest checks ins, ...
IF - Add condition: If booking channel is one of VRBO, Expedia, Home Away, Booking.com
THEN - Click on Add action to select the message type and choose OTA Message. Add the content of your message here.
Save and activate the automation.
This needs to be done to the rest of the automated messages set up in the listing group!
Hostaway users: Keep in mind that when hosts send a message from Hostaway, it will only sync back to Enso when the guest replies to that message.
Avantio
Avantio users require an additional timing adjustment. When using Avantio, sending a booking confirmation message immediately after the booking is created can result in the message not being delivered.
To prevent delivery failures, the confirmation message must be delayed by approximately 20 minutes.
Setup Steps
Go to Automated Messages in your listing group.
Create your automation from scratch or from an existing message you have created.
WHEN - Select the appropriate trigger event: When choosing When guest booking is confirmed switch to 20 minutes after ‼️
IF - Add condition: If booking channel is one of VRBO, Booking.com
THEN - Click on Add action to select the message type and choose OTA Message. Add the content of your message here.
Save and activate the automation.
OTA messaging setup needs to be completed on the rest of the automated messages set up in the listing group!
Avantio users only need to apply the 20-minute delay to the booking confirmation message. All messages associated to other triggers will send correctly and on time (When guest completes verification steps, When guest checks ins, ...)
If you have any questions, please don't hesitate to reach out to our support team!
You can chat with us by clicking the blue chat button at the bottom of your screen, or you can send us an email at [email protected].