Airbnb guest messaging
Your guests get a reply within 15 minutes, 7 days a week.
From booking to review, we handle every guest message on Airbnb, Booking and your PMS. You keep great ratings and your Superhost status without being glued to your phone.
from €29 per listing per month
What we do
- Welcome messages and check-in instructions
- Answers to questions throughout the stay
- Coordination with your cleaning and maintenance team
- Check-out reminders and review requests
- Replies to published reviews
- Immediate escalation of emergencies (guest locked out, leak)
Who it is for
- Property managers with 10 to 200 listings
- Owners of several short-term rentals
- North American hosts (we cover your nights)
The process
- 01
A sheet for each listing
Access, wifi, house rules, local guide: everything the agent needs.
- 02
Access to your PMS
Hostaway, Smoobu, Guesty, Lodgify or Airbnb directly.
- 03
Daily messaging
The agent writes the reply, checks it and sends it within 15 minutes.
- 04
Monthly report
Incidents, frequent questions and the month’s reviews.
Example
Tuesday, 10 days before
Hi! There will be two of us arriving on the 24th, with our bikes. Is there somewhere to keep them?
21:52
Hello Laura, thank you for your booking, we look forward to welcoming you! Yes: there is a locked bike room in the courtyard. Its code will be sent the day before you arrive, with all the instructions. Have a nice evening, Sofia, for the host team
21:58 · answered in 6 min
📋 info from the property sheet
What we do at this stage
Booking
The guest has just booked and asks a first question. The answer comes within minutes, even in the evening.
Thursday, the day before
Hello Laura, it’s tomorrow! Here is what you need: 📍 12 montée des Pentes, 69004 Lyon, 3rd floor 🔑 Key box to the left of the door, code sent tomorrow at 2 pm 🚲 Bike room in the courtyard, code 4512 🕒 Check-in from 3 pm 📶 Wifi: “Studio-Pentes”, password on the fridge Safe travels!
10:00
📋 info from the property sheet
Great, thanks! We will arrive around 6 pm.
10:31
Perfect, noted. See you tomorrow!
10:33 · answered in 2 min
What we do at this stage
Day before
We write first, without waiting for questions: address, access, check-in time and wifi, all in one clear message.
Friday, arrival day
We are outside, but the building door won’t open with the fob 😕
18:21
No worries: the fob goes on the small grey circle to the right of the intercom, not on the keypad. Hold it for 2 seconds and the door opens at the beep.
18:24 · answered in 3 min
📋 info from the property sheet
Got it, we’re in, thanks!!
18:26
What we do at this stage
Check-in
The moment when a guest stuck at the door costs you a star. We know every property from its info sheet, so the answer is precise.
Saturday, 2 am
Sorry about the time… the heating is making a huge noise, we can’t sleep.
02:07
No problem, Laura. The thermostat is in the hallway: press the button with a moon to switch it to night mode, and the noise stops within a minute. If it doesn’t, let me know and the technician will come tomorrow morning.
02:13 · answered in 6 min
📋 info from the property sheet
It worked, thank you and good night!
02:20
What we do at this stage
During the stay
We answer at night and at weekends. Here the fix is in the property sheet: no need to wake the owner.
Sunday, the day before check-out
Good evening Laura, a quick reminder for tomorrow: check-out before 11 am. Leave the keys in the key box and close the windows. No need to clean, our team takes care of it. Safe trip home!
18:00
Perfect, thanks for everything!
18:12
What we do at this stage
Check-out
A simple reminder the day before: the time, the keys, nothing more. Cleaning can be scheduled at the right time.
Monday, after check-out
Hello Laura, thank you for staying at the Pentes studio! If you have two minutes, your review helps our small team a lot. And if anything wasn’t perfect, tell us here: we will fix it.
16:30
With pleasure, 5 well-deserved stars 🙂
17:05
What we do at this stage
Review
The review request goes out at the right time, with an open door to tell us about a problem privately rather than publicly.
An emergency at midnight
Guest locked out, leak, breakdown: we answer the guest within minutes, alert your on-site team and keep you informed. You are only woken up when it is truly necessary.
- 23:40
The guest writesGuest
“The key won’t turn in the lock, we are outside with the kids.”
- 23:43
Reply to the guest, in 3 minGuest
“I’m on it right now. A spare key is in the code box in the bike room, code 4512. If that one doesn’t work either, Karim from our team is 10 minutes away: I have already alerted him.”
- 23:44
Message to the on-site teamOn-site team
“Karim, guests locked out at 12 montée des Pentes, 3rd floor lock. Can you go if the spare key doesn’t work?”
- 23:45
Alert to the ownerOwner
“Emergency in progress at the Pentes studio: lock jammed. Spare key provided, Karim alerted. Nothing for you to do for now, I will keep you posted.”
- 23:51
The guest confirmsGuest
“The spare key works, we’re in. Thank you, what a relief!”
- 23:53
Wrap-up for the ownerOwner
“Sorted: guests in with the spare key. Lock to be checked tomorrow, locksmith booked for 9 am.”
Demo examples: property, guests, addresses and codes are fictitious, created for the example. These are not conversations with real guests.
Questions about this service
What happens in a night-time emergency?
The agent replies to the guest within 5 minutes and alerts you immediately, or contacts your on-site team according to your instructions.
How much is 24/7 coverage?
Essential plan, 8 am to 10 pm: €29 per listing per month. Premium 24/7 with review management: €45. Minimum €300 a month.
Try before you decide
Describe what you need: we’ll propose a free trial within 24 hours.