When you switch a journey on, it starts scheduling messages for reservations made from that point forward. It does not backfill. Guests who booked before you enabled the journey will not receive its messages, even if their stay is still weeks away.

The same applies when you add a new message to an existing journey, or widen a journey's scope to cover more listings. The change affects bookings that come in afterwards.

This is worth knowing before you go live, because it is easy to switch on a carefully built pre-arrival sequence, see nothing queued for next week's arrivals, and assume it is broken.

Open Upcoming Journey Messages, the tab beside Journey Settings. It lists everything queued to send, and it is the fastest way to confirm a journey is doing what you expect before any guest sees it.

If a journey is on and nothing appears there for existing reservations, that is expected behaviour rather than a fault.

You have two options.

Send the message manually. Copy the text out of the journey message and paste it into the guest's conversation in the Inbox. Any variables in it will populate when you send, so links and codes come through correctly.

Use a Broadcast if you need to reach a filtered group of existing guests at once, rather than one at a time.

Turning a journey off stops it scheduling new messages. It does not recall messages that are already queued, and it does not affect messages that have already been delivered. A sent message cannot be edited or withdrawn.

If you need to stop everything for one particular guest, disable journeys on that reservation. That stops all automated messages for them without affecting anyone else.

Reach out via chat or at support@getbesty.ai.