We may earn money or products from the companies mentioned in this post. As an Amazon Associate, I earn from qualifying purchases.
From the very beginning of my journey as an Airbnb host, I made a clear decision to communicate with guests exclusively through the Airbnb app. In fact, I exclusively host on Airbnb for several reasons. As a short-term rental host who manages my four properties remotely and travels often, I knew I needed systems in place to stay organized, protect my time, and prevent burnout.
My goal here at Our Little Lifestyle is to help you work smarter, not harder, streamline your workflow, and maximize profits with minimal disruption to your day-to-day life!
There is no need for expensive third-party property management software. The beauty of Airbnb hosting is that the platform connects you with potential guests and provides a place for you to manage bookings. Keep it simple!
Why I Only Communicate With Guests Through the Airbnb App
Airbnb hosting already comes with a lot of moving parts before, during, and after a stay. Guest communication, check-in details, house rules, questions, and occasional issues all need to be handled quickly and clearly. Keeping everything inside the Airbnb app has been one of the biggest reasons I have been able to stay organized, maintain great guest experiences, and host for several years without feeling constantly overwhelmed.
Today, I want to share why I communicate only with guests through the Airbnb app and why I recommend this approach to both new and experienced Airbnb hosts. Plus, I will share some tips to help ensure your guests use the Airbnb app, too! And, they work because out of the thousands of stays I host, I can count on one hand the number of times someone has called or texted me.
This is a key part of how I protect my peace, property, and profits as an Airbnb host!
Let’s dig in! Here is why it is best to only communicate with Airbnb guests through the Airbnb app!
#1 The Airbnb App is the Only Place I Need to Monitor
Having a single inbox for all guest communication streamlines my Airbnb hosting workflow significantly. I never have to wonder whether a guest tried to reach me elsewhere or worry about missing an important message. Just the thought of having to monitor and respond to text, phone calls, DMs, and emails stresses me out!
This is especially helpful when traveling and hosting on the go. It allows me to stay responsive without feeling spread too thin. Phone calls require immediate attention and a setting where I can talk, which is not realistic or sustainable for me all of the time. However, it’s easy to reply to a message through the Airbnb app quickly.
Messaging in the Airbnb app lets guests contact me easily without constant interruptions. I can still provide great customer service and quick responses without having to stop what I am doing every time my phone rings. This boundary has played a huge role in avoiding burnout as a short-term rental host.
Additionally, keeping all of my Airbnb business in the app helps me separate my personal life from my work life. I get enough texts and spam calls throughout the day that I don’t want to be in a constant state of worry, thinking they’re from my guests.
If someone messages me on Airbnb, I have notifications set to send a text and an email as well. These are just small safeguards to ensure I see those messages right away.
Read Why My Apple Watch Is The Most Important Everyday Airbnb Tool For Me to learn more about how I make sure never to miss an Airbnb message!
#2 My Cohost (Husband) or Helper Can Also Monitor the Airbnb App
The other main reason I like keeping all Airbnb communication in the app is that it makes it easy for people to help me! While I am the primary manager of our four rentals on 30A, my husband is a co-host on my listing and can see all messages. This is helpful because whenever I am boarding an airplane or traveling to a location that may not have reliable internet. In those situations, I ask him to keep an eye on the app.
If people were texting, calling, or emailing me, it would be harder to do a quick handoff to him. And, honestly, if they called him or texted him, he would have no idea who they were. Seeing a message come through that Airbnb app ensures he sees the exact reservation, including the rental they are in, etc.
You can also give a loved one access to your Airbnb account if you don’t want to use the co-host feature but just need a little extra reassurance on one occasion.
What about when we are both unavailable?
And on the occasions where we both may be out of pocket, like when kayaking in France, I do send the guests a quick note saying something along the lines of:
Hello! Hope that you are enjoying your stay! I just wanted to give you a quick heads-up that I am heading out fishing (OR WHATEVER) with my family today. While I should have service, there may be times when I don’t. So, I will reply as soon as I can. If there is an emergency and you can’t reach me via the Airbnb app, please call PHONE NUMBER, and they can help you. But, please try me first!
The number that I give in this situation varies, and I always ask that person first. Sometimes it’s my cleaners, or sometimes another host in our complex that I trust.
#3 Everything Is Organized in One Place
We travel frequently, and I manage my Airbnb properties remotely a lot of the time. I need all conversations in one place and easy to access.
Instead of rushing through past email or phone conversations or trying to decipher texts, I can check reservation details, review previous messages, and provide accurate answers. Guests receive better information, and I feel far less stressed!
And, it’s not just for me! It’s more helpful for the guest when all the information for their stay is in one place. Between our messages and my detailed Airbnb House Manual, everything is set. No digging through emails for a PDF, or visiting outside sites for reccomendations and such. This leads to more accurate information, clearer expectations, fewer misunderstandings, and a better overall guest experience.
Even beyond that, I love when the main Airbnb guest adds the other guests in the app. That allows everyone to read the House Manual, read and send messages, and have everything they need at their fingertips. The alternative often means other guests (beyond the booker) are never even aware of the house rules, nor do they have access to important information in advance.
For Airbnb hosts managing multiple listings or juggling family life and travel, having all guest communication in one place is a game-changer. Of course, you don’t have to do it my way. There are endless ways to make Airbnb hosting more complex than it needs to be. But I can promise you that burnout is real, and setting boundaries from the start is essential if you want to balance your work life and personal life.
Make sure to read my other things you should do before launching your new Airbnb listing!
#4 There Is a Clear Record If There Is Ever an Issue
There is one more reason why one of the most important Airbnb hosting tips I can share is to keep all guest communication inside the Airbnb app. And that is every message is documented, time-stamped, and tied directly to the reservation. If there is ever a question about check-in time, late checkout, extra guests, house rules, noise complaints, or damage, Airbnb support can only review conversations that happened on the platform.
This written record is essential to protect you as an Airbnb host. It removes confusion, provides clarity, and gives Airbnb support the full context they need to resolve an issue. You and your guests can even send photos and videos through the Airbnb app at the click of a finger.
This is very helpful when you encounter damage at checkout or when you report issues during a stay! Read my post on what to do if a guest damages something at your rental, so you are prepared in advance.
How I Encourage Guests to Communicate Only Through the Airbnb App
Most Airbnb guests are accustomed to using the Airbnb app to communicate. However, there are times when guests are new to the platform and may not know how it works. Or they have had only one stay, and that was with a host who emailed everything or wanted to talk on the phone. So, it’s important that you set the tone and expectations from the very start.
Set Expectations Early
Setting expectations early is one of the most important Airbnb hosting strategies. I let guests know from the beginning that the best way to reach me is through the Airbnb app. This can be included in your welcome message, pre-arrival instructions, or Airbnb House Manual.
My House Manual actually starts and ends with the following two paragraphs:
Please make sure you have the Airbnb app downloaded to your smartphone. All important details are located within your booking on the app, and it is the best way for us to communicate before and during your stay. You can go into settings —> notification and click to have a text and/or email sent whenever I message you here.
I always respond very quickly to messages sent through the Airbnb app, and that is my preferred method of contact. In the event of an emergency when you cannot reach me through the app, please call PHONE NUMBER.
When guests know exactly where to message you, they are far more likely to follow that process!
Gently Redirect When Needed
If a guest does call or text me, I respond politely, usually answering the question, and then move the conversation back into the Airbnb app. This keeps everything documented and organized without making the guest feel uncomfortable. It’s easy to say something along the lines of:
I will also send this reply via the Airbnb app so that you have everything in one place. I can’t always answer phone calls or texts, but my husband and I are available 100% of the time and can respond quickly. I would just hate to miss a call or text from you.
Consistency is key. When guests see that all communication happens in one place, they quickly adapt.
When A Guest Never Replies Back
From time to time, we have guests who book and then never respond to messages. A few days before arrival, I always send a message touching base about check-in. If I don’t hear back at all, then I will send another message the evening before arrival, saying something like:
Hello GUEST! I just wanted to reach out and make sure you are receiving my messages here in the Airbnb app. It’s unusual not to hear back from a guest prior to arrival, so I am worried you may not be seeing them. Can you reply to confirm you have the Airbnb app downloaded and notifications enabled? I just want to make sure you are all set up for a great stay, have read all the info in your booking, and will be able to see your door code when I send it here tomorrow. Thanks so much!
This almost always prompts a response. However, if I still don’t get a reply. I will send them a text, then call if the text goes unanswered. I don’t provide them all of the info there, but I just direct them to the Airbnb app.
Make the Airbnb App the Easiest Option
When check-in instructions, the House Manual, FAQs, reccomendations, and important details are already available in the Airbnb app, guests naturally use it. I have dozens of saved replies as well, and using those saves me a lot of time and energy before, during, and after a stay. For example, when I get early check-in requests, I have a standard response.
That said, I prefer not to use scheduled messages in the Airbnb app. I manually send each message, often using saved replies, edited slightly for that particular stay.
Take Advantage of the Airbnb App To Simplify Hosting
Communicating exclusively through the Airbnb app has been one of the most important decisions I’ve made as an Airbnb host. It has allowed me to stay organized, protect my time, manage hosting while traveling, and avoid burnout.
In fact, I will go on to say that exclusively hosting on Airbnb has done the same for me. Making a few extra bucks or saving guests some fees is not worth the disruption to my Airbnb hosting workflow or the additional stress and work for me. And, I live by the 80/20 principle! That is what allows me to run multiple successful businesses without a lot of make-work.
For new Airbnb hosts, especially, setting this boundary early can make hosting feel far more manageable and sustainable long term! And, if you are a new host, make sure to read about some of the other Things I Wish I Knew Before Starting an Airbnb.
More Tips For Airbnb Hosts
And, stick around and read my other Airbnb Hosting blog posts for valuable first-hand advice to help you become a successful Airbnb host. My strategy is to anticipate a guest’s needs from the very beginning, when shopping for Airbnbs, and throughout their stay. This ensures minimal disruption and allows me to travel and live my life while still earning income from our rental properties.
Here are some general topics that may help you:
Pin Using the Airbnb App For Later
