How to Automate Airbnb Guest Messages: Step-by-Step Guide
You should not be typing the same WiFi password message for every single guest. You should not be sending check-in instructions manually at 2pm every Friday. And you definitely should not be answering "What time is checkout?" at 11pm on a Tuesday.
Automating guest messages is not about removing the human element. It is about delivering information efficiently so you can spend your time on the interactions that actually benefit from a personal touch.
Level 1: Airbnb's built-in tools
Saved messages
Airbnb lets you create message templates that you can insert with a couple of taps. These are not automated (you still send them manually), but they save you from typing the same information repeatedly.
Create saved messages for: WiFi details, parking instructions, checkout procedure, local restaurant recommendations, directions from the airport, and responses to common questions.
Scheduled messages
Scheduled messages are sent automatically based on booking events. You can trigger messages at specific times relative to check-in, checkout, or booking confirmation.
Set up these scheduled messages at minimum:
- Booking confirmed: A warm welcome and brief overview of what to expect
- 1 day before check-in: Detailed arrival instructions, WiFi password, parking info, key access
- Check-in day (4pm): Quick "welcome, let me know if you need anything"
- 1 day before checkout: Checkout time, procedure, and a thank you
Level 2: Property management tools
If Airbnb's built-in tools feel limited, property management platforms offer more sophisticated automation:
- Hospitable: Smart triggers that detect question topics and send relevant responses automatically. Can auto-respond to common questions through Airbnb's messaging system.
- Guesty: Multi-platform message automation with custom workflows. Best for hosts on multiple booking platforms.
- Hostaway: Unified inbox with automated responses and guest communication analytics.
These tools work within the booking platform's messaging system, so guests see messages appearing naturally in their Airbnb inbox.
Level 3: AI concierge for dynamic answers
Saved messages and scheduled messages handle predictable communication. But what about the unpredictable questions? "Is there a hair dryer?" "How do I adjust the heating?" "What is the best way to get to the city centre?"
This is where an AI concierge comes in. Unlike template-based automation, an AI concierge understands questions and generates contextual answers based on your property's information.
Setting up AskYourStay
- Create your property profile: Add all the details guests might ask about. Copy from your listing description, add WiFi info, appliance instructions, local tips, house rules, and anything specific to your property.
- Generate the QR code: AskYourStay creates a unique QR code for your property.
- Print and place: Put the QR code on the fridge, welcome card, and near any appliance that generates questions.
- Test it: Scan the code yourself and ask a few questions to make sure the answers are correct and helpful.
The complete automation stack
The most effective guest communication setup combines all three levels:
- Scheduled messages handle predictable touchpoints (pre-arrival, welcome, checkout)
- AI concierge handles on-demand property questions 24/7
- Personal messages handle booking greetings, special requests, and post-stay thank yous
This gives guests exceptional service at every stage of their stay while keeping your daily workload to about 15 minutes of personal messages, regardless of how many properties you manage.
Start your free trial with AskYourStay and add Level 3 automation to your messaging stack.
Frequently Asked Questions
Can I automate messages directly through Airbnb?
Yes. Airbnb offers two built-in automation features: Saved Messages (templates you can insert quickly) and Scheduled Messages (automatic messages triggered by booking events like check-in date). These cover basic automation but cannot answer individual guest questions dynamically. For that, you need an AI concierge.
Will automated messages seem impersonal?
Not if done correctly. Use Airbnb's personalisation variables (guest name, check-in date, property name) in your templates. Combine automated messages for routine information with personal messages for greetings and follow-ups. An AI concierge provides personalised answers to specific questions, which actually feels more personal than a generic FAQ document.
What messages should I automate vs. send personally?
Automate: check-in instructions, house rules reminders, checkout procedures, mid-stay check-ins. Send personally: booking confirmation greetings, responses to specific requests, post-stay thank you messages, and anything involving a complaint or special circumstance. The personal messages build rapport; the automated ones deliver information.