Help Center › Run your bookings

Reply to guests

For owners and admins

Every contact form message and booking request lands in one place. You reply from there, the guest gets a branded email in their language with their original message quoted, and RESRA keeps a record of what you sent.

Find the message

Open the Messages tab. The number on the tab is your unread count. Messages are listed newest first, with a search box and a status filter (New, Read, Starred, Archived). A message you have answered shows a Replied badge.

Click the eye icon to open Message Details, which shows the guest's contact details, their dates if they gave any, the listing they asked about, and every reply you have sent under Replies sent.

Send a reply

Click the blue Reply button on the message.
The subject and a greeting with the guest's first name are already filled in. Write your answer under the greeting. You do not need to quote the guest. Their original message is added underneath automatically.
Press Send reply. You will see "Reply sent to" followed by the guest's address.

The email goes out from the name and address set under Admin › Email. If the guest chose Spanish, the wording around your text is in Spanish. Your own text is sent as you wrote it.

Save typing with quick replies

In the reply box, click Insert quick reply, search, and pick one. Quick replies are the templates you keep under Admin › Email Templates. See Message templates.

The guest's first name and the listing title are filled in for you. Any other placeholder, such as {wifi_password}, stays as written and you replace it by hand. RESRA will not let you send while a placeholder is still in the text, and tells you which ones to fill in.

Let the AI write a first draft

Click Draft with AI. The RESRA AI panel opens (Claude, the AI model from Anthropic; see Your AI assistant) and writes a reply based on the guest's message and your listing. Press Copy on its answer, open Reply on the same message again, and paste. Anything you had already typed is still there. Read the draft before you send it. You are responsible for what it says.

Where the guest's answer goes

Replies from guests arrive in your email inbox, not in RESRA. When a guest answers your email, it goes to the Reply-To address in your email settings. Replies sent shows only what you sent. Keep an eye on that inbox.

Good to know

A reply always goes to the email address on the original message. It cannot be changed.
The in-app reply does not take attachments. If you need to send a file, use Open in mail app, which opens the draft in your own email program. Mail sent that way is not recorded in RESRA.
If a send fails, it is listed under Replies sent as Failed with the reason, and your text stays in the box so you can try again.
Only admins and owners can send replies.

Still stuck? Email us.