How do I know I have a booking in request?
You’ll always receive an email notification from Plum Guide whenever a guest requests a booking – you have 24 hours to accept or decline.
If you’d like extra notification, you can also enable SMS alerts by going to
Dashboard → Account → Settings and tick "Text message (SMS) notifications"
In some cases, our MatchMaking team may reach out to you directly with special requests. They’ll help you complete the booking and keep you updated along the way.
Important information about booking requests
Please accept or decline all booking requests within 24 hours.
We recommend sending a message to the guest afterwards to introduce yourself — and if you decline a booking, please explain why - it helps maintain trust and transparency.
To reduce the risk of declining a booking, please keep your calendar and pricing up to date. If there’s any other issue preventing you from accepting bookings, reach out to us—we’re here to help resolve it quickly.
Please note: Frequent declines can reduce your home's visibility in search and may lead to your account being placed under review.
How do I accept a booking request?
Log in to your Dashboard
Go to Bookings → Pending Requests
Find the booking request you’d like to confirm and click Accept Booking
Once confirmed, send a message to your guest to let them know you’ve accepted their booking and are looking forward to their stay.
You can also use the link in the booking request email to go straight to the Pending Request page.
How to communicate with the guest
You can contact your guest in two ways:
Log in to your Host Dashboard
Visit your Plum Guide host account and go to your Inbox—all guest conversations are saved there.Reply to guest emails
You can respond directly using the proxy email address included in the message, right from your inbox. Your reply will be forwarded to the guest through our system.
Note: Our MatchMaking team may contact you with ad-hoc enquiries while they’re working to secure bookings for your home. These are usually pre-booking questions and are not confirmed stays until you receive an official booking email or SMS.