Overview
This section explains the “Messages” feature on the dashboard.
On the Messages page, you can centrally manage sending and receiving messages with guests.
Detail
Types of Messages Displayed
Messages received from guests
Messages sent via automatic messaging (shown with sender as “Bot”)
Messages sent from AirHost to guests
Private notes sent within AirHost for internal use
Messages sent to guests via Airbnb / Booking.com / Expedia (an OTA icon is displayed below the sent message)
Checking Messages
When you select a message thread, the message content will appear on the right side of the screen.
Click the [Show Order] icon at the top right of the screen to display the reservation details on the right side.
From the […] menu at the top right of the message content, you can:
Check availability across other properties
View property information
Checking Unread Messages
When there are unread messages, a red badge will appear on the Messages menu, showing the number of unread items.
Unread messages are displayed at the top of the message thread list, sorted by the most recent update.
In the message thread list, unread messages have a green bar on the left, and the guest’s name and message are shown in bold.
Clicking on the message to view its content will mark it as read.
Unread Message Criteria
A message is considered unread only when a guest sends a message.
Messages sent automatically by the system (auto-messages) or notifications from OTAs (OTA notifications) do not count as unread.
Receiving auto-messages or OTA notifications does not change the existing unread status of a message.
Sending a Message
You can send a message directly from the Messages page:
Click the [Reply to Guest] button to open the message editor.
Compose your message.
Click [Send] to deliver the message to the guest.
Sending a Message from the Reservation Details
If you want to send a message to a guest with whom you haven’t started a conversation yet (i.e., there is no message thread in the Messages page), or if you want to send a message directly from the Check-in Management page or Booking Calendar, you can do so from the guest’s Booking Details.
Open the Booking Details for the guest.
Use the message option available there to compose and send your message.
Display of Failure Reasons When Sending Messages
If a message fails to send, the reason for the failure will be displayed on the screen.
Displayed Reason | Description |
The guest’s email address is empty. Cannot send message. Please update the email address and try again. |
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The email was marked as spam or rejected. |
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The guest has not yet completed payment. |
Related help: Send only to guests who have completed payment. |
This channel is not eligible to receive automated messages. |
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Guest information is incomplete. |
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Retry Sending a Message
If a message was not sent due to reasons such as an incorrect email address or an expired OTA channel password, you can retry sending it after correcting the information.
On the Messages screen, click the [Resend] button to retry sending the message.
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Using Private Notes
Private notes are not sent to guests and can be used for internal memos or staff communication.
To add a private note:
Click the [Reply to Guest] button below the message.
Select the [Add Private Note] tab.
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▼ When Private Note is selected, the background will change to yellow.
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▼ The background will also appear yellow after sending.
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Variable Tag Feature
On the message creation screen, you can use “variable tags”—just like in automatic messages—to automatically insert information such as the guest’s name and reservation details.
Click the icon in the text input field to display insertable items (e.g., check-in information, reservation details, etc.).
The selected item will be automatically inserted into the message and replaced with the actual information.
⚠️ “Variable tags” are different from “tags” used to categorize messages.
Template Feature
You can create and use templates (predefined messages).
Click the “T” icon to open the Template Management screen, where you can:
Create new message templates
Save templates
Use existing templates
Changing the Recipient Email Address
You can change the recipient email address by editing the guest information.
For detailed instructions, please refer to the help page:
Archiving Messages / Moving Them Back to Inbox
You can organize and manage messages by archiving those you’ve replied to, while keeping unanswered messages in the inbox.
💡 Archived messages are stored in the Archive Folder, but if a guest replies, the message will automatically return to the Inbox.
You can also manually move archived messages back to the inbox if needed.
How to archive or move messages from the message page:
Use the options available on the message page to archive messages or move them back to the inbox.
Archive |
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Move to Inbox |
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Archiving / Moving Messages to Inbox from Booking Details
In the booking details message screen, you can use the icon in the top-right corner to archive the message or move it back to the inbox.
You can also perform this action at the same time as sending a reply.
Archive |
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Return to Inbox |
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How to Check Archived Messages
You can view all archived messages by switching to the Archive folder.
⚠️ Note: If an unread message is moved to the Archive folder, it will not appear in the Unread folder—it will only be visible in the Archive folder.
Filtering Messages
You can quickly find the messages you need by using the filter function.
Click the filter icon at the top of the message thread list to access filtering options.
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The menu will appear in the sidebar.
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Filter by Reservation Site
The following message types are available for selection: (*Single selection only)
AirHost | Messages sent via booking sites such as Airbnb and Booking.com |
Manually Imported | Messages with guests who manually imported reservations via [Reservation Import] |
Manually Created | Messages with guests who manually made a reservation via [Add Reservation] |
Chat | Messages exchanged using the chat function on the [check-in page] |
Filter by Tag
If you are using tags to manage messages, the tags you have created will appear in the list. Multiple selections are allowed.
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For information on setting and using tags, please refer to the help page below.
Filter by Date Type
You can search by the following statuses:
Last Updated
Check-in Date
Check-out Date
Staying Date
Created Date
Cancellation Date
Additionally, click [Select Date] to choose the specific period you want to filter.
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Search Message
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You can use the search field to find messages by keyword.
However, keyword search does not cover the entire conversation history. Only the following information is included in the search scope:
Booking ID
Guest name
Keywords contained within the first 200 characters of the latest message
Translate a message
With AirHost HMS ONE (Premium Plan), you can:
Translate received messages
Translate messages before sending
For more details, please refer to the help guide below.
Using the Share Function
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.
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You can easily share reservation information by pasting it into any tool.
▼Slack
▼LINE
Information That Gets Copied
Guest Name
Check-in Date – Check-out Date
Property Name
Reservation Site Name
Room Type Name
Room Name
Reservation Detail URL (links to the reservation details page in Check-in Management)
Actions performed while another user is typing a reply.
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.
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You can also see in your inbox list that other users are replying (typing something in response to the guest).
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OTAs that allow document attachments
The specifications for attaching documents vary depending on the OTA (Online Tournament).
You can determine whether or not you can attach documents by checking the presence or absence of an icon in the message creation field.
 Attached file |
 Image/Photo | No icon |
Images and PDF files can be attached. | Only image attachments are allowed. | Document attachment is not permitted. |
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Note: We do not support attaching videos.
How to Distinguish Between “Inquiry” and “Confirmed Reservation” Messages on Airbnb
Airbnb guest messages fall into two types:
Inquiry Messages
Confirmed Reservation Messages
In the message list, OTA icons are displayed. For Airbnb:
Messages with a (?) on the Airbnb icon are Inquiry messages.
Messages without (?) are Confirmed Reservation messages.
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Frequently Asked Questions (FAQ)
Q. Is it possible to revert a read message back to unread?
A. As of March 2026, there is no function to revert a message that has been marked as read back to an unread state.