StayAura Nova
StayAura Nova

Guest messaging

Airbnb Guest Communication Support

A dedicated assistant answering guest messages during agreed hours: pre-arrival questions, access problems, in-stay requests and checkout reminders.

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Airbnb Guest Communication

Support scope

  • Before booking
  • Pre-arrival
  • Arrival problems
  • During the stay

The messages that actually arrive

Guest communication is repetitive far more often than it is complicated. Most of it falls into the same handful of categories.

  • Before booking

    Availability, parking, whether the property suits a group, pets, early arrival questions.

  • Pre-arrival

    Directions, arrival windows, key or lockbox instructions, wifi details and house rules.

  • Arrival problems

    Code not working, door sticking, guest at the wrong address. Time-sensitive and usually solvable in a few messages.

  • During the stay

    Appliance questions, heating, extra towels, local recommendations and noise reminders.

  • Issues and complaints

    Anything from a broken shower to a genuine complaint, logged, acknowledged and escalated to you where required.

  • Checkout

    Departure reminders, key return instructions and the post-stay follow-up.

How the workflow is set up

  1. 1

    Template review

    We start from your existing saved replies, tidy them and fill the gaps rather than replacing your voice.

  2. 2

    Answer boundaries

    We agree what your assistant answers directly, what needs a template and what must come to you first.

  3. 3

    Escalation rules

    Safety, damage, refunds, complaints and anything unusual go to you through an agreed channel.

  4. 4

    Daily handling

    Messages are worked through during agreed hours, with a note of anything left open at the end of the day.

Where escalation matters most

The value of message support is not only speed. It is knowing that the awkward messages get spotted and passed on rather than buried under routine questions.

Escalation rules are written during onboarding and reviewed once the first few weeks show where the real edge cases are. Refund requests, safety concerns and anything involving a platform dispute always come to you.

What we agree before airbnb guest communication begins

  • The systems and properties included
  • The hours when work will be covered
  • Which routine decisions the assistant can make
  • What must be escalated and through which channel
  • How completed work and open issues will be reported

A useful scope

The outcome is less owner involvement, not less visibility

Good airbnb guest communication should leave a clear record of what was done, what is still open and what needs your decision. It should not move important information into another private inbox.

During onboarding we build the working routine inside your existing tools, review accuracy closely and then reduce oversight as the process proves reliable.

Questions

Common questions

Related support

Answering the same guest questions every day?

We will look at your message volume and set out how communication support would work.

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No obligation. Tell us what you need and we'll recommend the right support.