Overview
When you connect Airbnb to Amenitiz, Airbnb stops sharing guest email addresses. The only way to reach your Airbnb guests directly is through Airbnb's in-app chat. Automated messages let you send templated messages on a schedule — welcome, check-in info, thank-you — without writing each one by hand.
You can use it to:
Send a welcome message immediately after an Airbnb booking
Share check-in details a few days before arrival
Send a thank-you or review request after departure
Cover Airbnb guests with the same message workflow you use for emails
Messages appear in Airbnb's chat on the guest's side and in your Amenitiz centralised inbox on your side.
Before you start
Your Airbnb account must be connected to Amenitiz — see How to connect your Airbnb account.
The connection must be active (not pending or restricted). A disconnected Airbnb account = messages fail to send.
Only reservations with source "Airbnb" trigger the Airbnb chat delivery — direct or other-OTA reservations follow their own channel.
You only need to create the template once in your default language — Amenitiz picks the right language per guest, same as for emails. See How to create automated emails for your guests.
Step-by-step instructions
In the Amenitiz sidebar, go to
Settings→Templates(or open theMessagingtab and selectTemplates).Click
+ New Template.In Delivery method, choose:
OTA Messaging (Booking.com & Airbnb) — always send through Airbnb's chat for Airbnb bookings.
OTA Messaging if no guest email is provided — send by email if the guest's email is on file; fall back to Airbnb chat when it isn't. Best choice if you also want to cover direct guests.
Give the template a name (internal reference, not seen by guests).
Write the message body. Use variables to personalise —
{{ first_name }},{{ arrival_date }},{{ room_name }}, etc.Set the send time — immediately after booking, N days before arrival, N days after departure, etc.
Pick the rooms the template applies to (defaults to all).
Switch the template to Active.
Click
Save.
🔔 Tip — Use Preview on the template form to see exactly how the message will look to a guest with sample booking data.
Watch our tutorial
Important rules
📌 Plain text only — Airbnb's chat doesn't support HTML formatting, links styled as buttons, images or attachments. Bold text, lists and images you add to the template are removed before sending. Write Airbnb messages knowing they arrive as plain text.
Last name is not available — Airbnb only shares the guest's first name and last initial (e.g. "John D."). The {{ last_name }} variable will be empty for Airbnb reservations. Stick to {{ first_name }}.
⚠️ Messages fail if Airbnb is disconnected — If your Airbnb OAuth token expires, the connection becomes restricted, or you remove the integration, messages can't be sent. Check your Channel Manager status if a scheduled message didn't go out.
FAQs
What's the difference between "OTA Messaging" and "OTA Messaging if no email"?
What's the difference between "OTA Messaging" and "OTA Messaging if no email"?
OTA Messaging always sends through the OTA chat (Airbnb for Airbnb bookings), regardless of whether the guest has an email on file.
OTA Messaging if no email sends by email when an email exists; only falls back to OTA chat when there's no email.
For Airbnb-connected hotels, "OTA Messaging if no email" is usually the best choice — it catches Airbnb guests automatically without breaking the email flow for direct guests.
Can I attach a PDF or a photo to an Airbnb message?
Can I attach a PDF or a photo to an Airbnb message?
No. Airbnb's chat doesn't accept attachments. Any document you upload to the template's attachments field is included only when the message is delivered by email, not via Airbnb chat.
Does formatting (bold, lists, links) work in Airbnb messages?
Does formatting (bold, lists, links) work in Airbnb messages?
No. All HTML formatting is stripped before the message is sent to Airbnb. The guest receives plain text only. To highlight important info, put it on its own line and use uppercase or asterisks.
Which variables work in Airbnb messages?
Which variables work in Airbnb messages?
The same Liquid variables as email templates — see the automated emails article for the full list. The one exception is {{ last_name }} — Airbnb only shares the guest's first name and last initial, so this variable will be empty for Airbnb reservations.
Where do I see Airbnb messages — both incoming and outgoing?
Where do I see Airbnb messages — both incoming and outgoing?
In your Amenitiz centralised inbox. See Airbnb centralized inbox for how to reply manually.
What happens if a guest cancels their Airbnb reservation before the scheduled message goes out?
What happens if a guest cancels their Airbnb reservation before the scheduled message goes out?
The scheduled message is cancelled automatically. Cancelled bookings stop receiving any further automated messages or emails.
Can I see if my Airbnb message was delivered or read?
Can I see if my Airbnb message was delivered or read?
No. Amenitiz sends the message to Airbnb's chat but doesn't track delivery or read status. To verify, open your centralised inbox and look for the sent message in the conversation.
Do I need a separate template for Email and for Airbnb?
Do I need a separate template for Email and for Airbnb?
No — one template is enough. With OTA Messaging if no guest email is provided, Amenitiz reuses the same template for both email-equipped guests (sent by email) and Airbnb-only guests (sent via Airbnb chat). Keep the body in simple plain text; HTML formatting will be stripped automatically for the Airbnb side.
Related articles
How to create automated emails for your guests (full variables list and trigger options)