How does Staynup handle a guest message?
From a guest's message on Airbnb to a reply or a ticket for your team, and the safeguards in between.
Updated Oct 29, 20261 min read
Every guest message goes through the same short path. Understanding it explains almost everything you will see in your dashboard.
The path of a message
- 1
The guest writes on Airbnb
Staynup is a co-host on your listing, so it sees the conversation like you do.
- 2
It reads the message in context
Who is the guest, is the stay confirmed, what do your listing details and rules say, and what was already said in the conversation.
- 3
It picks a route
Reply when the answer is in your knowledge. Hand off when a person must decide or act. Stay quiet when no reply is wanted, such as a final "thanks".
- 4
Safeguards check the draft
Every claim must trace back to your facts, private details are held back from unconfirmed guests, and the reply is written in the guest's language.
- 5
The reply is sent, or your team is asked
A reply goes out on Airbnb. A handoff becomes a ticket in the right team chat.
The three routes
| Route | When | What you see | | --- | --- | --- | | Reply | The answer is in your listing or rules | A sent message in AI activity | | Hand off | Money, policy, emergencies, a task for staff, or a missing fact | A ticket in your team chat, and a note on the guest's side if you enabled it | | Stay quiet | The guest is closing the conversation, or a person just answered | A skipped run in AI activity |
Why it stays safe
The AI answers only from what you gave it. If a fact is missing, it asks your team instead of guessing. That is why filling in your listing details and rules is the best way to automate more.
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