Airbnb Automated Messages and Booking Auto-Replies: What to Automate

Which messages to guests should be sent automatically and which should be written personally. Checklist for property owners.

What are Airbnb automated messages and why you need them

Airbnb automated messages and Booking auto-replies are messages sent automatically without the owner or manager's involvement. They trigger when a guest writes in the chat, makes a booking, or as the check-in or check-out date approaches.

Airbnb automated messages solve two problems. First, the guest gets a response immediately, even if you're sleeping or busy. Second, you won't forget to send an important message. But automation only works if you choose the right scenarios.

Which messages definitely need to be automated

These messages are the same for all guests and don't require personal information.

Booking confirmation right after payment. On Airbnb and Booking this often happens automatically, but you can add your own message. Write a thank you note, mention the check-in date, check-in time, address with landmarks. Example: "Thank you for booking April 15-18. Check-in from 2:00 PM, check-out by 11:00 AM. Address: Pushkin Street 25, Building 2, entrance from the courtyard. Pick up keys at the front desk."

Reminder 7 days before check-in. Confirm that the guest still plans to arrive. Add information about payment method (if anything remains), how to get the keys, what number to call if there are problems.

Reminder 1 day before check-in. Clarify arrival time, offer transportation help, remind about check-in rules.

Auto-reply to incoming chat message. If you can't respond within an hour, send an automatic message: "Thank you for your question. I'll respond within 2 hours" or "I'm in the office from 10 AM to 6 PM. If urgent, call...". On Airbnb this improves your responsiveness rating.

Check-in instructions. How to open the door, where to find keys, how to turn on the lights, where the refrigerator is. Send this message a day before arrival or the morning of arrival. You can add photos or video if the guest is new to the platform.

House rules information. If the rules didn't fit in the property description, send them as a separate message: quiet hours, smoking rules, pet policies, damage penalties.

Which messages cannot be automated

These messages require a personal response because they contain specific information or affect the guest's decision.

Response to a question about room availability. A guest asks if the room is free on specific dates. Even if you respond automatically that "the room may be available, check the calendar," the guest needs a clear answer: "Yes, it's available" or "No, it's booked." Otherwise they'll book with a competitor.

Response to questions about price, discounts, special offers. A guest writes: "Can you do it cheaper for a week?" An auto-reply "Thank you, we'll check" will disappoint them. Better to respond personally: "For a week (5-7 nights) there's a 10% discount, it comes to 4500 rubles per night."

Resolving a guest's problem during their stay. If a guest complains that the air conditioner is broken or there's no hot water, an auto-reply "We'll fix it" won't help. You need to call, come by, or send a technician. Send a personal message with a specific arrival time.

Response to a complaint or conflict. If a guest is unhappy with the room, cleanliness, or noise, an auto-reply will upset them even more. Pick up the phone or send a personal message with an apology and a solution offer.

Declining a booking. If you don't want to rent to this guest (poor rating, suspicious details), decline the booking with a personal explanation. An auto-reply looks rude and can damage your reputation.

How to set up Airbnb automated messages

On Airbnb, automated messages are called "Quick Replies."

• Open the Airbnb app or website, go to "Messages" section.
• Click the three dots (menu) and select "Quick Replies."
• Create a new reply: write the text, choose when to send it (automatically on incoming message, or manually).
• Save and use. When a guest writes in the chat, you can send the ready-made reply with one click.

Also use built-in automatic messages when confirming a booking. Open "Settings" for your property, find the "Messages" section, and write text that will be sent automatically.

How to set up auto-replies on Booking

On Booking, auto-replies work through the "Messages" section.

• Open Booking Manager, go to "Messages" or "Inbox."
• Find the "Auto-reply" button.
• Enable the feature and write your message text.
• Choose the period when the auto-reply should be active (for example, if you're on vacation).

On Booking there's also "Messages upon booking confirmation." Open "Settings" for your property, "Booking Policy" section, and add text that will be sent to the guest right after payment.

Example of an auto-reply plan for a month

Day 0 (booking). Auto-reply: thank you, date, check-in time, address, contact number.

Day 7 before check-in. Auto-reply: confirm the date, payment method, how to get keys.

Day 1 before check-in. Personal message: clarify arrival time, offer assistance.

Check-in day. Auto-reply: instructions for opening the door, house rules, duty manager's number.

Check-out day. Auto-reply: reminder about check-out time (11:00 AM), request to leave the room clean, information about deposit return.

After check-out. Personal message: thank you for staying, request to leave a review, contact info if questions arise.

The main rule

Automate only informational messages that don't require a decision. If a guest is waiting for an answer to a question or a problem solution, respond personally. It will take 5 minutes, but the guest will be happy and leave a good review.

If you manage multiple properties and can't keep up with personal responses, use an assistant or manager. Or use a service like Xplai, which responds to guests in the chat and sends requests to you as tasks.

Check your auto-replies once a month: is the information current, are there any errors in the address or phone number?