[ overview ]

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

[ detail ]

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

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.

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.

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

The contents of a private memo are not sent to the guest and can be used for notes or information sharing among staff.

Click the [Reply to Guest] button below the message body, and select the [Add Private Note] tab.

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

For details, see [Message Management] How to use and manage tags.

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.

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.

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

By archiving messages that you have already replied to and keeping unreplied messages in your inbox, you can organize and manage messages clearly by separating pending and completed ones.

Hover over the OTA icon of the message you want to archive, then check the box ✅ to select it.

Click “Archive” from the “…” menu to move the message to the archive folder.

You can view the archived messages in a list by switching to the archive folder.

Using the filter function allows you to quickly find the messages you need.

Click the filter icon located at the top of the message thread.

The menu will appear in the sidebar.

You can filter messages by selecting one of the following message types (※ single selection only):

If you are using tags to manage messages, the tags you have created will appear in the list. Multiple selections are allowed.

You can search based on the date of the most recent message exchange.

Note: The selectable period is limited to the last 6 months.

With AirHost HMS ONE (Premium Plan), you can:

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

The Share feature allows you to share reservation information from a message.
You can easily paste reservation details and a link to the reservation page into external tools such as Slack, LINE or Whatsapp.

With the message open, click “…” in the top-right corner, then select Share.

Click Copy content and link to copy the content.

You can easily share reservation information by pasting it into any tool.

▼Slack

▼LINE

The content being typed by another user is not shared, but a message such as “[Username] is replying” will be displayed. This feature helps prevent duplicate replies.

You can also see in your inbox list that other users are replying (typing something in response to the guest).

he specifications for attaching files vary depending on the OTA.

Airbnb guest messages fall into two types:

In the message list, OTA icons are displayed. For Airbnb:

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.