What's happening
Occasionally Besty may reference the wrong booking platform in a guest message — for example, telling a Booking.com guest to "leave a review on the Airbnb app" or mentioning Airbnb-specific instructions to a VRBO guest.
Why this occurs
Besty uses reservation data from your PMS to determine the booking channel. If the channel information isn't clearly surfaced or the knowledge base contains platform-specific instructions without conditions, Besty may default to Airbnb-centric language.
How to fix it
Add channel-specific instructions: In your knowledge base or workflows, add conditional instructions that specify platform. For example: "If the reservation is from Booking.com, do not mention Airbnb. Direct guests to leave a review on Booking.com."
Review review-request language: Ensure any review request templates reference the correct platform dynamically using PMS variables (e.g.,
{{channel}}) rather than hardcoded platform names.Report the instance: Share the guest name and the incorrect message with your support channel. The Besty team can review the AI response and adjust the prompt or knowledge base accordingly.
Payment inquiry errors on non-Airbnb channels
If Besty is responding to payment inquiries on VRBO or Booking.com reservations with incorrect information, consider adding an instruction to your knowledge base: "Do not respond to payment or billing questions for reservations from VRBO or Booking.com — escalate these to the team." This prevents Besty from providing inaccurate payment details for channels where it doesn't have full payment context.