The empty state reads "No guest replies yet". Here is what does and does not land there.
What lands in the Inbox
Replies to emails QuietStay sent for one of your properties: a message you sent from the compose screen, a pre-arrival email, or a step in one of your automated sequences. Those carry a reply address belonging to the property, which is what routes the answer back to you.
What does not
- Messages a guest sends inside Airbnb, Booking.com or WhatsApp. Those platforms keep the conversation on their own systems.
- Replies to an email you sent from your own mail app, even if you pasted the guidebook link into it.
- A second copy of the same reply. Repeats of a message already filed are ignored.
- Anything beyond 60 replies to one property in an hour. The rest is held back so a loop cannot bury you.
Check these
- Confirm the guest was replying to an email that came from QuietStay, not from your own address.
- Ask the guest whether they replied or started a new email. A new email to your own address will not route.
- If you expected an email alert and did not get one, open Settings then Notifications and check "A guest leaves a private note" is ticked. With it off the reply still appears in the Inbox, but no alert is sent.
If it still does not arrive
Reply to any email from QuietStay with the property name, the guest's address and roughly when they replied. Reply routing is configured per account, and a person can confirm whether it is switched on for yours.