For those accounts connected via API to Airbnb, native in-app Airbnb messaging is available! Corresponding with Airbnb guests directly in OwnerRez allows users to unify their guest messaging that much more. With OwnerRez's inbox, conversation view, system alerts, and channel templates and triggers, you can automate more of your messaging to be delivered via the channel (or "on the platform").
Check out the Trigger Examples support article for more information and ideas for Airbnb guest messaging.
If you already use Vrbo messaging in OwnerRez, you'll be quite comfortable with the addition of Airbnb messaging.
Airbnb messages come into OwnerRez even before a booking is made! So, if the prospective guest has a question about your property, it will appear in OwnerRez. There may be a minute or two delay for it to appear in OwnerRez (i.e., you may see the message come through via email alert from Airbnb first). Once it comes into OwnerRez, there are a few different places you can see it, but if it's not yet a booking, the quickest way to get to it will be the Unified Inbox. If you keep alerts enabled, you can click the link in the email system alert you receive.
- Inbox
- Inquiries
- Guest Conversation
- Communication History
- Notifications
- Channel Templates
- Co-hosts
- Common Issues and Questions
Inbox
Airbnb messages are located in the Unified Inbox on the left menu. For complete information, see the Unified Inbox support article
Inquiries
Airbnb inquiries appear in the OwnerRez left menu Inquiries section. Note the Via Listing Site column shows that these inquiries are from Airbnb guests.
When users view the inquiry, they will see all the information associated with this inquiry.
Further down on the inquiry page, users can see the following.
- General Info about
- Date the quote was received
- Which property
- Number in party
- Channel information
- Guest information
- Requested Dates calendar view
- Any Comments added by the potential Airbnb guest
- Inquiry Activity
For complete information, see the Inquiries section of the Airbnb inquiries, Special Offers, Request to Book, Pre-Approvals support article.
Guest Conversation
In the Guest Conversation, users can see any comments that Airbnb guests have added, allowing them to respond directly to the Airbnb guest within OwnerRez.
Also, see the Compose Message section of the Unified Inbox support article.
When users open the Guest Conversation from either the Unified Inbox or the individual Booking > Conversation, they can see any comments that Airbnb guests have added, allowing them to respond directly to the Airbnb guest. Users can also select a channel template if configured or attach a file.
When a message is sent, users will see a Message Queued pop-up in the upper right side of the screen letting them know that the message is outgoing.
Users can open specific messages in the Conversation by clicking on the message to view that specific Airbnb message.
Communication History
For complete information, see our Communication History support article.
Notifications
Airbnb channel messaging Notifications (found under the in-app Profile dropdown menu) are enabled by default. You can disable them if you do not want to receive email notifications when a message comes in or fails to send. We recommend you keep them enabled until you know how they assist you in your workflow.
Please Note: Turning off Channel Message Received Notifications will also disable Notifications for Booking.com and Vrbo.
Channel Templates and Triggers
Users can utilize Channel Templates (e.g., Booking, Guest) and booking triggers to automate messaging to their guests via the channel (e.g., Vrbo, Airbnb, Booking.com) messaging. This can be done in place of or to augment other custom messages (e.g., email, SMS) sent on your behalf to the guest.
Co-hosts
Are you an Airbnb co-host who manages or hosts on behalf of other owners? Be sure to have your Airbnb Role set in your Messaging Preferences.