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Message Management
T
Written by Takashi Obatake
Updated over 3 weeks ago

[ overview ]

This section explains the "Messages" on the dashboard.

The Messages page allows you to centrally manage messages sent and received by guests.


[ detail ]

Checking messages

You can view messages between you and your guests from the " Messages " page on your dashboard .

Types of Messages Displayed in the Message Thread

  • Messages received from guests

  • Messages sent via automated messaging ( displayed as sender as "Bot")

  • Message sent from AirHost to guest

  • Messages sent to guests through Airbnb, Booking.com or Expedia (OTA icons will appear below the sent messages )

  • Private notes sent internally within AirHost

*You will not receive messages such as notifications from OTA.
(Except for review submission/review request notifications from Airbnb)

How to Check Messages

By selecting a message thread, the message content will be displayed on the right-hand side.

You can view order information and availability for other properties by clicking the [⋯] in the top right corner of the message content.


How to Check Unread Messages

Unread messages are displayed at the top of the message list, sorted by the most recent update.

If there are unread messages, a red mark will appear next to the "Messages" menu, showing the number of unread messages.

Additionally, on the message page, unread messages will have a green bar on the left side, with the guest's name and message displayed in bold.

By clicking on a message to view its content, the message will change from unread to read.

※ As of February 2025, there is no feature to mark a message as unread once it has been read.


Sending a Message or Using Private Notes

To send a message to your guest, click the "Reply to guest" button below the main message.

If you're messaging a guest, you can send them from the "Reply to Guest" tab.

The "Add Private Note" option will not be sent to the guest and can be used for notes or information sharing among staff members.


Tag feature

When sending messages, you can use tags just like in automated messages.


Template Function

You can also create templates (standard phrases) and use them.

Clicking the "T" mark will take you to the template management screen, where you can add message templates and use saved templates.


Send a Message Directly from Reservation Details

If you would like to send a message to a guest with whom you haven't had any previous communication (i.e. there is no message on their message page), click "Message" in the guest's reservation details.


Editing the Email Address for Message Recipients

If you wish to change the email address for the message recipient, follow these steps:

  1. Go to the relevant guest's reservation details page.

  2. Click on the "..." (three dots) and select "View Guest Info"

  3. Edit the email address as needed.


Translating Messages

In [AirHost HMS ONE (Premium Plan)], there are features to translate received messages as well as messages that you send.

For more details, please refer to the help section below.

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