View, save, or print this document using your browser’s print function.

Free Checklist

OTA Inbox Response Checklist

Booking.com | Expedia | Airbnb | Vrbo — Message Handling Standards

Use this checklist to standardise how your team or external support partners manage OTA inboxes. Consistent, fast, policy-aligned responses improve your OTA ranking, reduce booking friction, and prevent complaints from surfacing in reviews.

< 30 min

Pre-booking target

Highest conversion window

< 60 min

Post-booking target

Affects review sentiment

< 15 min

Complaint target

Escalate immediately

1. Inbox Setup and Access

Confirm these are in place before any team member or partner handles OTA messages.

Booking.com Message Center login credentials are documented and accessible to all authorised handlers.

Expedia Partner Central inbox access is set up for all authorised users.

Airbnb account access is granted to the messaging team via Co-Host or shared credentials as appropriate.

Vrbo / VRBO inbox access is confirmed and tested.

Notification settings on each platform are configured so new messages trigger an alert, not just a daily summary.

Response-time metrics are reviewed in each platform at least weekly.

2. Pre-Booking Inquiries

These are the highest-priority messages. A delay here costs a booking.

All pre-booking questions are answered within your defined response target (typically under 30 minutes).

Availability questions: agent checks live availability before confirming, not from memory.

Rate questions: agent quotes the correct rate for the requested dates, including any OTA-specific promotion or non-refundable option.

Facility and accessibility questions are answered accurately from the property brief, not guessed.

Policy questions (pets, smoking, early check-in) are answered based on the current written policy.

If a question cannot be answered directly, it is acknowledged within target time and escalated with a timeline given to the guest.

Response is written in the guest’s language where the OTA provides an auto-translation prompt, or escalated if language is not covered.

3. Post-Booking Guest Messages

Questions from confirmed guests. Accuracy and tone are both important here.

Check-in instructions: template is current and matches the actual check-in process.

Arrival time inquiries are handled within the platform, not deferred to phone or email.

Special request messages (cot, high floor, anniversary) are logged in PMS and confirmed to the guest.

Questions about charges or invoices are answered based on the booking record, not estimated.

Repeat messages from the same guest (a guest who has messaged twice without a reply) are flagged as urgent.

4. Modification and Cancellation Requests

Handle within the platform where possible. Never process outside OTA without authorisation.

Date change requests are handled within the OTA platform using the correct modification flow, not via direct payment or third-party arrangement.

Cancellation requests within the refund window: confirm the policy, process within platform, confirm to guest.

Cancellation requests outside the refund window: acknowledge, explain policy, log, and escalate to GM for any exception decisions.

No refund or exception is offered without explicit GM or owner authorisation.

Any modification that changes the rate must be reviewed against current pricing before confirmation.

OTA-side modifications are confirmed in PMS to keep records aligned.

5. Complaint Handling

How complaints are handled on OTA messaging directly affects review outcomes.

Complaints are acknowledged within 15 minutes — acknowledgement alone, not resolution, within that window.

Agent empathises and confirms they are looking into the issue before providing any resolution.

Minor complaints (housekeeping, noise, missing item) are handled directly with an apology and a concrete action taken.

Serious complaints (safety, significant property issue, health concern) are escalated to management immediately via call, not held in OTA message thread.

No compensation, refund, or upgrade is offered without authorisation.

Resolution is followed up in the same OTA message thread once actioned, so the guest has a record.

Every complaint is logged regardless of how it was resolved, as it may precede a negative review.

6. Review Responses

Responses to guest reviews on Booking.com and Expedia are public. Tone matters more here than anywhere else.

All reviews (positive and negative) receive a management response within 48 hours.

Positive reviews: thank the guest by first name, reference one specific thing they mentioned, invite them back.

Negative reviews: do not argue or be defensive. Acknowledge the experience, apologise for the shortfall, note the action taken.

Review responses are never written in anger or immediately after reading a negative review.

No private guest information (booking details, names, complaint specifics) is included in a public review response.

Response drafts for serious negative reviews are reviewed by GM before posting.

7. Direct Booking Conversion

Where appropriate, conversations naturally point guests toward direct booking for future stays.

At the end of a pre-booking inquiry that converts to a booking through the OTA: note the direct booking option for future stays without pressing on the current booking.

Post-checkout follow-up messages (where OTA allows) include a mention of direct booking advantages (e.g., flexible rate, direct perks).

Direct booking nudges are natural and never pushy — the OTA relationship is not put at risk.

8. Escalation Triggers — Act Immediately

Medical or safety concern mentioned by guest.

Guest has not received expected check-in information and arrival is within 2 hours.

Complaint involving a threat to leave a review if not compensated.

OTA platform has flagged your response-time metric as at risk.

Guest claims they were overcharged or double-billed.

Message involves a regulatory or legal concern (discrimination claim, injury).

Guest has not received a reply to two or more messages within target time.

Want Guest Squad to manage your OTA inboxes?

guestsquad.com/services/ota-inbox-management