Airbnb & VRBO: Changes in Email, Phone Policy – Lynx

Airbnb & VRBO: Changes in Email, Phone Policy

End of May 2020 Airbnb announced a change in the guest email feature policy. Airbnb will not provide a proxy guest email address to any of its ecosystem partners. Following suite, VRBO made a similar announcement. As of Mid Aug 2020, Lynx has seen that previously synced guest email addresses have stopped working. The emails sent to Airbnb proxy emails receive an auto-reply from Airbnb and never reach the guest. VRBO emails do not work either.

How Lynx Integration works with Airbnb/ VRBO via your PMS:

If your Airbnb/ VRBO is integrated as a channel to your PMS, contact your PMS to confirm the depth of integration they have with Airbnb and VRBO. You want to ensure your PMS is sending the guest's name and phone number to Lynx.

Follow these recommended steps to communicate with your guest.

Step 1:	In Lynx, set up a message template to send a text message. Include the tag for the web app link.

Step 2:	Set up Automation to send this text template 3-7 days before check-in.
RESULT:	When the guest clicks on the link, they will be able to see Property address Directions Weather Access code with the image of the lock and instructions to operate the lock A mobile key that is active only during the stay for a contact-less check-in. Parking Any other property details like WiFi, Amenities, etc.

You should always create a message template for the Web App and make an Automation that displays template content on the Web App at the same time the text message above was sent. This way, when the guest goes to the web app they also see the arrival instructions. Otherwise, the "Information" section on the Web App will be blank and it will leave the guest confused. More information about Guest Portal

Lynx Automation for Emails:

As soon as the guest access the web app, Lynx will assign the guest's email to the reservation. Lynx will send the email messages to the guest as per your automation.

PMS not sending a phone number/ You are syncing Airbnb or VRBO directly with Lynx:

If your Airbnb/ VRBO is integrated directly to Lynx or your PMS is not sending the guest's phone number to Lynx you will need to follow these additional steps to the one above. Enter the phone number for each stay manually.

Caution : Do not add the PMS and the Booking site for the same property listing as it will create Duplicates

Step 1:	Login to Airbnb/ VRBO and copy the guest's phone number from your account.
Step 2:	Login to Lynx and Edit the corresponding Stay.
Step 3:	Paste the guest's phone number
Step 4:	Update stay

Recommendation: Send access code and information sing Lynx SMS Automation, the SMS also includes the guest portal link. Once the guest login via Guest Portal and provide their real email address, Lynx will assign the guest's email to the reservation automatically. Lynx will also start sending email messages to the guest as per your messaging automation setup.

Access Code :

By default, Lynx assigns the last 4 digits of the guest's phone number as an access code.

However, Some numerical combinations are reserved by the software for internal purposes only as such there might be rare instances in which the guest access code will not be the same as the last 4 digits of their phone number.

Note: Our support team(support@getlynx.co) can activate the functionality for you to receive  a 
notification email whenever the Guest access code for a reservation is not the last 4 digits  
of their phone number.

Want all the guest emails Lynx collected for your guests? Email support@getlynx.co

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