Managing guest messages
Hosting starts with a warm welcome, and your first message with your guests sets the tone for your future conversations. Your Host inbox makes it easy for you to connect with guests before, during, and after a trip, and you can contact them by going to your Inbox and selecting a message. (Make sure you switch to Host mode, since you have a separate inbox as a guest) You’re never further than a click or tap away from getting in touch with them.
You can quickly and easily search your messages by specific word, guest name, or confirmation code using the Search box at the top of the message thread list. You can also mark individual messages using the icons at the top of the message thread: mark a message as unread, use the star icon to mark it as important, or archive it to keep your inbox clean.
And to keep things organized, you can use the filter icon. The Starred filter helps you focus on the messages you marked as most important, and the Unread filter displays only unread messages, or messages you’ve marked as unread. You can also filter by listing (if you have more than one) and stage of trip:
- Inquiries or requests
- On trip
- Review needed
We’ve also made things easy by putting your archived messages in the Archive folder, and your conversations with Airbnb customer support in the Airbnb Support folder, both accessible from the left navigation. Archived messages will return to the All messages folder if a guest sends a new message.
Guest information and reservation details are always available in the Details section of the inbox for each specific messaging thread.
If you host with a team, every team member with guest management permissions will receive the same messages, but they can customize their own inboxes using the star, read/unread, and archive tools. These team members can also view and interact with support threads for hosting tickets created by their teammates.
- GuestHow to read and send messagesYou must be logged in to your Airbnb account to read or send messages. You can click or tap on a message thread to read existing messages or…
- HostWhy we review messages on AirbnbWe remove text from messages when our system detects words or numbers that might include contact info.
- HostHow can I contact guests via email for a reservation?There are a number of ways for Hosts to communicate easily with guests.