Automatic Messages on Airbnb: Complete Guide

In the world of short-term rentals, where hosts manage multiple bookings, automated messages have become an indispensable tool. Whether it's to confirm a booking, coordinate details before or after arrival, or resolve incidents, Airbnb's automated messages offer efficiency and peace of mind for both hosts and guests. In this article, we'll explore what automated messages are, when to use them, how to write them effectively, and whether there are alternatives.

What are Airbnb automated messages?

Automated messages are pre-designed communications that Airbnb hosts can schedule to be sent automatically at specific times during a guest's booking and stay process. These messages are sent without the host having to intervene manually each time, which saves time and ensures constant and timely communication with guests.

Airbnb offers various automated message templates that hosts can customize. Messages can be sent at different times, such as when a guest confirms a booking, before their arrival, after their arrival, during their stay, before check-out, and after check-out. Additionally, messages can include relevant information, such as access instructions, property details, or solutions to common problems.

When should you use automated messages?

Automated messages are useful at various times during the stay cycle, and a host should use them whenever they need to send standard or repetitive information to their guests. Some of the most common times to use them are as follows:

1. Booking Confirmation

Once a guest has confirmed their reservation, it's essential to send a confirmation message to ensure they know their reservation has been processed correctly and to provide any additional details they may need. This message can include instructions on the check-in process, property details, or any other relevant information for the guest.

2. Before Arrival

A message before arrival is essential to ensure that guests are well-prepared for their stay. This message can include instructions on how to get to the property, details about access, the lock code, recommendations about the area, or any important reminders about the house rules.

Example of an automated message before arrival: "Hello [Guest's Name], we're excited to have you arrive soon at our property! Here are all the details to make your arrival easier: Address: [Full Address]. The lock code is [Code]. If you need help with anything else, don't hesitate to let us know."

3. After Arrival

Once the guests have arrived at the property, it's essential to officially welcome them and ensure everything is in order. This message can be a confirmation that the property is ready for them and may include details about using the facilities, such as Wi-Fi, appliances, etc.

Example of a message after arrival: "Welcome to our home, [Guest's Name]! We hope your arrival was comfortable. If you need anything or have any questions about the property, we're at your disposal."

4. Incident Resolution

Although automated messages are not designed to handle complex incidents, they can be used to inform guests about common problems or to confirm that work is being done to resolve an issue. For example, if the Wi-Fi is not working correctly, an automated message could inform the guest that the maintenance team is working on the problem.

Example of incident resolution message: "Hello [Guest's Name], thank you for letting us know about the issue with the Wi-Fi. We've already contacted the technician, and we expect everything to be resolved as soon as possible. We appreciate your patience."

5. Before Departure

A message before departure is useful to remind guests of the check-out details, cleaning rules or any other necessary action before their departure, such as returning keys or ensuring everything is in order.

Example of a message before check-out: "Thank you for staying with us, [Guest's Name]! We want to remind you that check-out is at [time]. Please make sure to leave the property in the same state as you found it. We hope you enjoyed your stay!"

6. After Check-out

After check-out, a thank you and feedback request message can be very valuable for the host. This also helps maintain the relationship with the guest and obtain feedback to improve future stays.

Example of a message after check-out: "Thank you for staying with us, [Guest's Name]! We hope you had a wonderful stay. If you have a minute, we would love to receive your feedback on your experience."

7. Over Time

Over time, automated messages can become a tool to maintain contact with guests and encourage future bookings. A good example would be a follow-up message after a few weeks, thanking them for their stay and offering a discount or promotion for their next visit.

How can I create automated messages on Airbnb?

Creating automated messages on Airbnb is easy and only requires a few steps. Follow these to get started:

1. Access your Airbnb account and go to your host dashboard.

2. In the left menu, click on "Messages" and then on "Automated Responses".

3. Here you can configure different automated messages for different moments during the stay. You can choose from confirmation messages to pre-departure messages or incident resolution.

4. Customize the message, adjusting it to your style and the information you want to provide.

5. Save your changes and activate the automatic response option so that messages are sent automatically.

How to write a good message?

When writing automated messages, it's essential to be clear, polite, and concise. Here are some tips:

1. Use a friendly but professional tone: Communication should be accessible and respectful. ‍

2. Be clear and direct: Avoid confusion by providing specific information.  

3. Personalize the message: Use the guest's name and any other relevant information so that the message feels personalized.

4. Don't forget the details: Include relevant information, such as check-in times, access codes, and house rules. ‍

5. Keep the communication open: Always offer a means of contact in case the guest has doubts or problems.

Are there alternatives?

Although Airbnb's automated messages are very useful, there are some alternatives that hosts can consider:

1. Third-party applications: There are platforms like Guesty, Smartbnb, or Tokeet that allow for more advanced communication management, including automated messages, quick responses, and booking management.

2. Using WhatsApp or SMS: Some hosts prefer to communicate through more direct and personalized platforms like WhatsApp, especially when quick and easy access is needed.

3. Email: For more formal situations or when you need to send extensive details (such as a rental agreement), some hosts choose to use email.

Airbnb's automated messages are an excellent tool for managing communication with guests efficiently, allowing hosts to save time and ensure their guests have a problem-free experience. From reservation confirmation to check-out, automated messages enable a smoother and more effective management of the stay. While there are alternatives, Airbnb's automated messages remain a popular option due to their ease of use and direct integration into the platform. By following best practices when writing these messages, hosts can offer excellent customer service, reduce stress, and keep guests informed at all times.

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