Property Chat in Inbox - FAQ for Hostels

What is Property Chat?

Property Chat is a direct messaging tool available in your Hostelworld Inbox that allows you to communicate with guests who have a confirmed booking.
It’s designed to help you build a connection, answer questions, and manage expectations before guests arrive.

Do I need to opt in?

Yes. To start using Property Chat, you must opt in.

To do this:

Log in to your Inbox
Click on Chats
Follow the steps to enable Property Chat

Who can I chat with?

Property Chat is available only for:

Guests with a confirmed reservation
Guests using the Hostelworld iOS App

Guests can initiate a conversation from the app. When a guest is eligible, you’ll see the Chat option available in the booking.

What can I use Property Chat for?

Property Chat should be used for stay-related communication, such as:

Check-in and check-out information
Directions and arrival details
House rules or expectations
Local tips or recommendations

⚠️ Important:
Pricing, availability changes, cancellations, or booking modifications should be handled through your regular booking management tools — not via chat.

🔔 Notifications & Settings

How will I know when I receive a message?

You’ll receive:

Instant notifications in your Inbox
Email alerts so you don’t miss new messages

Which email receives chat notifications?

Notifications are sent to the email address set as your Booking Email.

In future product updates, you’ll be able to set a custom email address specifically for chat notifications.

Can I customize my email alerts?

Yes. You can choose how often you receive email notifications:

5-minute roundup – an email every 5 minutes if you have unread messages
Daily roundup – one daily summary of all unread messages

How to update notification preferences:

Step 1: Go to Chat Settings

Step 2: Choose the alert timings you want to receive the notifications.

✉️ Messaging & Features

When is Property Chat active?

Property Chat is available:

From the moment a booking is confirmed
Until the guest checks out

After check-out, the conversation becomes read-only.

Can I message a guest before they arrive?

Yes — and we encourage it.
Sending a welcome message or sharing arrival details can help:

Reduce no-shows
Improve the guest experience
Avoid last-minute questions

What happens if I can’t reply immediately?

If you’re unavailable, an automatic message is sent to the guest:

“Thank you for reaching out! Our chat availability is limited, but we'll respond as soon as we're available.”

This message is:

Standardized across all properties
Not customizable at this time

We recognize the value of personalized communication and may explore customization options in future releases.

What can I send through Property Chat?

Currently, Property Chat supports:

Text messages only

Images, files, and attachments are not supported yet.

🔐 Privacy & Safety

What guest details can I see?

For privacy reasons, you’ll only see:

Guest name
Booking reference

Sensitive information (such as payment details) is never shown in chat.

Is the chat private?

Yes. All conversations are private and visible only to:

The guest
The property

How can I report a chat?

If there’s an issue with a conversation:

Click Report an issue at the top of the chat window

2.You’ll be redirected to a form to submit the report

🚫 How do I opt out?

You can disable Property Chat at any time:

Go to Chat Settings
Turn Property Chat off

After opting out:

You’ll stop receiving new messages
Past conversations remain visible for up to 90 days

💬 Need support?

If you have questions or need help with Property Chat, your Market Support Team is here to assist you.