How does the AI automate guest communication?
Every guest message goes through the same decision: can the AI answer this safely, or does a person need to step in? The AI makes that call instantly, using only the facts you've given it. Nothing is invented, nothing is guessed.
Auto-reply
When a guest asks something routine — check-in time, wifi details, directions, amenities — the AI answers immediately using your property's facts. The guest gets a helpful reply in seconds, in their own language, without anyone on your team lifting a finger.
This is where most of your guest communication happens. The more complete your property facts, the more messages fall into this category.
Handoff
When the AI can't answer, it doesn't guess. If a reply needs your approval, a staff action, or information that isn't in your setup, the AI sends a polite holding message to the guest and creates a handoff ticket for your team through the messaging channel. The right person picks it up with full context — and the AI stays in the loop to deliver the final reply.
Grounded in truth
The AI can only state facts you've provided — your listing details and your rules. It never invents amenities, prices, or policies. If something isn't in your setup, the AI treats it as unknown and hands the conversation to your team rather than making it up.
Here's the flow every conversation follows:
- 1Guest
A guest sends a message on Airbnb.
- 2AI decides
The AI reads the message against your property's facts and decides what to do.
- 3Auto-reply
If it's routine and fully grounded, the AI replies automatically.
- 4Handoff
If not, the AI holds the guest and routes the conversation to your team.
The goal isn't for the AI to answer everything — it's for the AI to answer everything it safely can, and to bring a person in fast for the rest.