First, confirm your property is marked active - check Dashboard > Settings. A paused or cancelled property won't respond to guest texts.
Second, make sure guests are texting the correct number - your assigned Suzy number is shown on your dashboard and in your welcome email.
Third, there's a daily message cap per property (200 messages/day by default) as an abuse safeguard - if you have unusually high volume, reach out and we can look at raising it for your property.
If all three check out and guests still aren't getting replies, email khaleal@suzyai.net with the guest's phone number and the time they texted so we can look at the log directly.