Check a missing OwnerRez guest message

A guest says they haven't received something. Start with one booking and the message they expected. That gives you something specific to check before changing a template or adding another automation.

1. Write down what should have happened

Which message, for which property, through which booking source? Was it meant to arrive by email, text or the platform's messaging system? Note the expected date, time and time zone.

Keep guest names, contact information, access codes and reservation details out of public posts or screenshots.

2. Look at that booking's message status

In the booking's Messages area, check the explanation attached to the message's status. OwnerRez documents this as a way to see when a message is due or why it won't send. Its trigger Forecast also shows upcoming sends. These are useful starting points; an upcoming entry doesn't establish delivery. OwnerRez: trigger status and forecast

3. Identify what is supposed to send it

Check whether you're looking at a system message, a custom template selected for a system message, or a template sent by a trigger. Check the existing route before deciding another trigger is needed. OwnerRez also documents differences by booking source: its standard booking-confirmation system email does not automatically go to Airbnb guests. That does not, by itself, establish a broken setup. OwnerRez: system messages

For a trigger, compare its property, listing-site filters and conditions with the actual booking. OwnerRez: trigger configuration

4. Check the appropriate message history

Open Tools → Communication History and choose the relevant message type. Review the recipient, time and available feedback. Email history can show a sent status separately from delivery or bounce feedback. Check the channel history when the intended message was an Airbnb or Vrbo message. A record in one channel doesn't prove what happened in another, or that the guest understood the information. OwnerRez: communication history

5. Check timing before changing anything

A condition may have been unmet when the message was due. Retry settings affect what happens afterward. OwnerRez says newly created triggers do not automatically retry events that happened before the trigger existed. Record the timing and condition evidence before proposing a fix. OwnerRez: missed trigger runs

If the guest needs help now, use your established guest-support process while you investigate. Check existing sends before sending a duplicate.

When asking for help, a useful starting summary is: what you expected, what the booking shows, and what remains uncertain. Use redacted screenshots or an appropriate private support channel. You don't need to post guest information or share passwords to explain the problem.

Documentation checked November 1, 2026. General guidance; a particular account still needs its own review. SuzWay Systems is independent of OwnerRez.