Automated Messages on Airbnb: Complete Guide

In the short-term rental world, where hosts manage multiple bookings, automated messages have become an indispensable tool. Whether for confirming a reservation, coordinating details before or after arrival, or resolving issues, Airbnb automated messages offer efficiency and peace of mind for both hosts and guests. In this article, we will explore what automated messages are, when to use them, how to write them effectively, and if 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, saving time and ensuring 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 the stay, before departure, and after departure. Additionally, messages can include relevant information, such as access instructions, property details, or solutions to common problems.

When should I use automated messages?

Automated messages are useful at various points during a 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 booking, it is important to send a confirmation message to assure them that the booking has been processed correctly and to provide any additional details they may need. This message can include instructions for the remote check-in process, property details, or any other relevant information for the guest.

2. Before Arrival

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

Example of an automated message before arrival: "Hi [Guest Name], we're excited to welcome you to our property soon! Here are all the details to facilitate your arrival: Address: [Full address]. The lock code is [Code]. If you need any further assistance, please don't hesitate to let us know."

3. After Arrival

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

Example of a message after arrival: "Welcome to our home, [Guest Name]! We hope your arrival was comfortable. If you need anything or have any questions about the property, we are 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 a solution is being worked on. 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 issue.

Example of an incident resolution message: "Hi [Guest Name], thank you for letting us know about the Wi-Fi issue. We have already contacted the technician, and we hope everything will be resolved as soon as possible. We appreciate your patience."

5. Before Departure

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

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

6. After Departure

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

Example of a message after departure: "Thank you for staying with us, [Guest Name]! We hope you had a wonderful stay. If you have a few minutes, we would love to hear your feedback about your experience."

7. Over Time

Over time, automated messages can become a tool for staying in touch with guests and encouraging future bookings. A good example would be a follow-up message after several 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 of the stay. You can choose from confirmation messages to pre-departure messages or incident resolution messages.

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

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

How to write a good message?

When writing automated messages, it is important 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 data to make the message feel personalized. ‍

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

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

Are there alternatives?

Although Airbnb 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. Use of WhatsApp or SMS: Some hosts prefer to communicate through more direct and personalized platforms like WhatsApp, especially when quick and easily accessible communication is needed.

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

Airbnb automated messages are an excellent tool for managing guest communication efficiently, allowing hosts to save time and ensure their guests have a seamless experience. From booking confirmation to departure, automated messages enable a smoother and more effective management of the stay. While alternatives exist, automated messages on Airbnb 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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