How the AI replies to your guests on Airbnb and Booking.com
By GuestChat Team ·
Before you switch it on, the question is simple: what will the AI say to my guests? The short answer: only what you have told it.
Where it comes in
The AI replies in each booking site's own messaging, where the guest is already writing to you. It connects through a channel manager connectivity provider, the same route that property management software in this industry uses. We never ask for your Airbnb or Booking.com password.
What it knows and what it does not
The AI uses your property profile and the booking details. Nothing else. That is why the first step is to fill in your profile properly:
- Wifi, check-in and check-out times.
- Arrival instructions, with photos of how to get into the building.
- Parking and house rules.
In the AI Training section of each property, you can write down what guests always ask and what you never want it to say.
When it does not know something
It does not make things up: it tells the guest it will check and passes the question to you. You see it in the Teach your assistant card on your Dashboard, and every evening you get an email so you can answer from your phone without opening the dashboard. Whatever you answer is saved in the profile, and next time it knows.
When you want to handle it yourself
- If you write in a conversation yourself, the AI stays quiet for a couple of minutes so it does not talk over you.
- Each property has its own AI switch on its card in Properties.
- For a single guest, in Arrivals: Restrict this guest.
Tip: switch it on for just one apartment first and read its conversations for a few days. It is the best way to see what your profile is missing.