Using quick replies to save time

Hosts often find themselves answering the same questions from different guests: Is your home available in June? Can you send me directions? What’s the wifi password?

You can reuse your answers – and respond rapidly every time – with quick replies in the Messages tab.

A quick reply is a short, prewritten message that’s saved as a template in your messaging settings.

Placeholders for details, like the guest’s first name, personalise each message by pulling information from your listing or the reservation.

Create your own quick replies or edit Airbnb’s templates. For example, if you frequently answer questions about your outdoor grill, try saving your standard response as a quick reply.

You can send quick replies straightaway or schedule them for automatic delivery later.

To send a quick reply instantly to a guest:

• Go to the Messages tab.
• Select the conversation you’d like to reply to.
• Tap the plus sign (+) by Write a message.
• Select Send quick reply.
• Choose a quick reply, which appears in your conversation.
• Edit the message or send it as is.
• Tap the arrow (↑) to send the message.

The Messages tab also has suggested replies, which use artificial intelligence to understand a guest’s question and suggest one of your quick replies to answer it. The suggestion appears in your conversation, where only you can see it. You can edit the suggested reply before you send it or write a different response.

To send a quick reply automatically to all guests:

• Go to the Messages tab.
• Tap the settings icon at the top of your screen.
• Tap Manage quick replies.
• Choose the quick reply you want to schedule and tap Next.
• Tap Schedule for and select when you’d like guests to receive the message, like 5 minutes after a guest books or 1 day before check-in at 10:00.

You’ll see a reminder in your conversation with the guest when a scheduled quick reply is coming up. Adjust or skip sending the message if it repeats information you’ve already shared.

A quick reply works best when it’s brief and focused on a single topic. You’ll find prewritten templates in the Messages tab for common subjects like these.

• Listing availability: Let guests know they can book any open dates on your calendar.
• Sleeping arrangement: Confirm the number of bedrooms, beds and bathrooms your place offers.
• Early check-in: Accept a guest’s request to arrive before your usual check-in time.
• Directions and transport: Confirm the address of a home, with instructions for getting there.
• Wifi: Provide the wifi network and password at your home or location.
• Late checkout: Accept a guest’s request to leave after your usual checkout time.

You can customise any prewritten template before you send it or create your own. Try scheduling quick replies at key moments like these.

• Booking confirmation: Send a welcome note when a guest’s booking is confirmed.
• Before check-in: Follow up 24 to 48 hours before check-in, when all their trip details become available. 
• After the first night: Get in touch to ask if there’s anything they need to make their stay more comfortable. 
• Before checkout: Share checkout time and instructions the evening before guests are scheduled to leave.
• After departure: Thank guests for staying with you and request feedback 24 to 48 hours after they’ve checked out.

Adding photos or videos to your quick replies can help introduce yourself and share important details about your home. For example, a visual guide might make it easier for guests to get inside, adjust the air conditioning or heating, or turn the hot tub on and off.

You can attach files to messages anytime after bookings are confirmed. Send photos in PNG or JPG format (up to 50 megabytes) and videos in MP4 or MOV format (up to 100 megabytes and 60 seconds).

User experience may vary by location. Information contained in this article may have changed since publication.