Koobo messaging connects you with guests before, during and after a booking. Every booking has its own thread, reachable from the booking in your host dashboard.
Why it stays on the platform
Two reasons, and both protect you.
It creates a record. If a booking goes wrong, the messages are the evidence. What was agreed about check-in, what condition a scooter was in, whether a guest raised a problem at the time or only afterwards. Koobo can see what was said here. We cannot see a WhatsApp thread, which means we cannot use it to support your position.
Hosts who keep everything on Koobo consistently do better in disputes.
It protects against fraud. Off-platform conversations are where fake confirmations and requests for direct transfers happen.
What you must not do
Hosts may not use messaging to move a booking off the platform. That includes asking a guest to cancel and rebook directly, sharing payment details to complete a booking elsewhere, offering a better rate off-platform, or requesting deposits outside Koobo.
This applies to guests who have booked, guests who only enquired, and repeat guests who originally found you through Koobo.
Breaching it can mean being charged the commission anyway plus a non-circumvention fee of up to 100% of that commission, and possible removal from the platform.
What you should share
Once a booking is confirmed, everything practical: the address, directions and a landmark, check-in instructions, gate codes, what to bring, and your number for the day of arrival.
Sharing a phone number so a guest can call you when they are lost at 11pm is fine. Sharing it to take a booking off-platform is not.
Response times
Reply promptly, especially to pre-booking questions. A guest comparing two listings usually books the one that answered.
Automatic messages
You can set a message that sends automatically when a booking is confirmed. It is the single best way to cut down repeat questions.