Using quick replies to save time

Message templates make it easier to send important details to guests.
By Airbnb on 12 Dec 2018
3 min read
Updated 3 Feb 2025

Hosts of homes and experiences often find themselves answering the same questions from different guests: Can you send me directions? What’s the Wi-Fi password? Do you have availability in June?

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

How quick replies work

Quick replies are short message templates that contain pre-written answers to frequently asked questions. Placeholders automatically pull in certain details from your listing and the guest’s reservation to personalise the message.

You can send a quick reply anytime you’re communicating with guests. Create your own or use Airbnb’s pre-written templates, so you don’t have to start from scratch.

The Messages tab uses artificial intelligence to understand a guest’s question and automatically suggest a quick reply to answer it. The suggestion appears in your conversation, where only you can see it. You can edit the quick reply before you send it, or write a different response.

To schedule a message for later, select the icon next to Write a message. Choose a template and when to send it. You’ll see a reminder in your conversation with the guest when a message you’ve scheduled is coming up. Adjust or skip sending the message if it repeats information you’ve already shared.

Tips for using quick replies

Quick replies work best when each one is short and focused on a single topic.

Try using quick replies to speed up your responses to common questions. For example, you can use them to address topics like these.

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

If you’re hosting a home, try scheduling quick replies at these key moments.

  • 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: Reach out 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.

If you’re hosting an experience, try scheduling quick replies at these key moments.

  • Booking confirmation: Send a welcome note when a guest’s booking is confirmed.
  • Before the experience: Follow up to ask guests if they have dietary restrictions, accessibility needs or personal preferences. Give yourself enough time to accommodate any requests.
  • Event reminder: Reach out 24 hours before the experience starts with directions and specific instructions about where to meet you.
  • After the experience: Thank guests for booking with you and request feedback.

Placeholders in quick replies automatically fill in certain booking and listing details—like the guest’s name—when the message is sent, so make sure your listing is complete and up to date. Messages with empty placeholders won’t send correctly.

Information contained in this article may have changed since publication.

Airbnb
12 Dec 2018
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