Airbnb Messages - How To Create A Message Strategy - OptiNest

19/09/2021

Using a messaging strategy is useful as an Airbnb host. You can automate message responses so that customers are not left in the dark. Plus, a message strategy will help you maintain positive and satisfactory communication with your customers. 

Messaging can take up a lot of your time, which can be an issue if you have a full-time job alongside being an Airbnb host. So, if you don’t think that you’ll be able to maintain consistency with it, working with an Airbnb management company is also a fantastic option.

Whether or not you have a job, keeping up messaging is key. On that note, here are some tips for how to create a message strategy as an Airbnb host.

Why use the Airbnb platform to chat?

Using the Airbnb platform to chat, you and your customers can be protected. The Airbnb Terms of Service limits communication and ensures that no bad language or threats can be sent or received. Likewise, it protects any private details that the host and customer wish to discuss. 

How to use the Airbnb messaging service

Luckily, the Airbnb messaging service is simple to use. Simply log in to your account (as a host you will need to login to the hosting version of Airbnb). Click on the messages tab and search for threads, messages, and message requests to chat with your customers.

How should I message as a host in Airbnb?

As an Airbnb host, you will want to keep your customers satisfied at all times. You might want to consider setting up automated messages before starting so that your customers can receive a response immediately. Automated messages can also let your customer know when to expect a reply. 

Likewise, you can set up automated messages so that you do not need to respond to frequently asked questions. For instance, if a customer requests information about available dates, the keywords ‘available dates’ will allow the message to send over the relevant information. 

Moreover, an automated message can send your customer information before they check out. It simply reduces your admin.

Airbnb message templates

Next up, you will want to consider creating messaging templates for easy admin. These can be used for message automation or for you to use instead of retyping the same (or similar) responses time and time again. 

To be the best host possible, you will want to maintain positive and friendly language. Here are some message templates to take inspiration from or use for messages as an Airbnb host. 

Living Room Airbnb

Pre-booking message

When customers wish to use instant book (the service that requires no communication between customer and host), you might want to speak to your customer before they continue with booking. This simply allows you, as a host, to say hello and hand over any extra details that you think your customer might need. 

In this message you should introduce yourself, talk about Airbnb (what it offers), and follow up with some questions:

  • What is the purpose of the stay?
  • Who is travelling to the Airbnb?
  • What is the check-in time?
  • Are there any special requests?

Always sign it off with friendly ‘best wishes’ or ‘kind regards’ to show that you are a welcoming host. 

Confirmation message

After a customer books their stay at your Airbnb, you will want to send them a message for confirmation of the booking. This allows them to verify that the booking has been accepted. 

In this message, simply thank the customer for their business and let them know that you look forward to welcoming them. Also, include a short sentence to let your guests know that they can contact you should they have any questions. 

Touch base with your guests before check-in

Before the check-in date approaches, you might want to touch base with your customer. Simply let them know that you look forward to their visit. A touch base message also gives you the opportunity to share any last-minute details such as Wi-Fi passwords, check-in details, and information about the area.

A good host should share recommendations and tips for the customer to get the most out of the area.

Check-in’s and check-up’s

If you are not physically attending the check-in process, which is pretty common to save you time as a host, then you can send a confirmation of check-in. Whilst the guests stay, you could send a message to ask if they are enjoying their time and let them know that you are available should they need help. 

Check-out messages

Finally, you will want to conclude a stay with a check-out message. Simply thank them again for their business. You could also use this as an opportunity to ask for a review. The better your reviews, the better your Airbnb hosting business will be.