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Hostaway Inbox & Guest Communication

Victor Vela Vallejo
  • Updated

Manage your conversations efficiently with an optimized interface that integrates AI tools, message templates, and direct access to guest data.

The Hostaway Inbox has been optimized so you can focus entirely on guest messaging, eliminating distractions and grouping management tools into a more intuitive layout.

Take a tour of the new inbox

 

1. An Interface Designed for Focus

To keep your workspace clean and dedicated entirely to the active conversation, management elements have been strategically relocated:

  • Left Navigation Menu: AI Replies, Automations, Message Templates, and Manage Messages have been moved there.
  • Top Quick Actions: Snoozing, escalating, and archiving buttons are now clearly located at the top of your inbox for better organization.

2. Quick Response Tools

Responding to guests is now faster and more integrated into your daily workflow:

  • Templates in the Text Box: You no longer need to search a side panel. You can now select and apply message templates directly inside the text box while you type.


     
  • In-Message Translations: Translate guest messages into your native language with a single click inside the chat. This works for Airbnb, Booking.com, and direct booking channels without ever leaving the page.


     
  • Schedule Manual Messages: You can schedule manual messages to be sent at a specific future time directly from the composer.


     
  • Pause conversation auto-replies. You can easily pause AI from suggesting auto-replies. Go to the three dots and click on Pause conversation auto-replies. 

    Captura de pantalla 2026-07-31 a las 19.06.49.png
     
  • AI Suggestions in the Composer: Turn a rough line into a polished reply with one click, or let AI draft a message from scratch from a short prompt.

    Captura de pantalla 2026-09-23 a las 10.52.56.png
     
  • Translate Outgoing Messages: Type your message in your own language and translate it with one click in the composer. After it's sent, you can still see it in both languages.

    Captura de pantalla 2026-09-23 a las 10.53.32.png
     
  • Ask CoHost: Open any conversation and click Ask CoHost in the top tab bar. A side panel opens a dedicated chat that already knows the guest, reservation, and listing details, so you can catch up on messages, spot missed questions, and draft replies without leaving the page. Try prompts like "Summarize it", "Did I miss anything?", or "Draft a reply that late check-out until 1 pm is fine.

    Captura de pantalla 2026-09-23 a las 17.26.55.png

3. Immediate Access to Data and Context

Having the right information at the right time prevents mistakes and saves you from switching between tabs:

  • Guest Data in the Sidebar: Critical guest information, such as cancellation policies, custom fields, and return guest status, is now surfaced directly in your sidebar.



     
  • Side-by-Side Calendars: Dedicated tabs in the side panel allow you to check property availability and view guest notes simultaneously. To access the calendar, click on the tab Listing > Listing Calendar. 


     
  • Notes: Dedicated tabs in the side panel allow you to view guest notes. To access the notes, you just have to click on the Notes tab. There you will find Reservation, Guest, and Conversation Notes.

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  • Amenities: On the same tab, Listings, you can find a dedicated amenities section where you would be able to search for amenities for that listing and copy them


     
  • Custom Fields: Another handy feature that allows you to search for a certain custom field and copy it if needed


     
  • Open listing: From the Listings tab, you can open the listing in a new tab by clicking the house icon below the main photo.


     
  • Arrival checklist and Cancellation Policy. See at a glance the check-in form, rental agreement, and cancellation policy for that specific reservation.

    Captura de pantalla 2026-07-31 a las 19.05.36.png
     
  • Edit Reservation Details. In the Summary tab of the side panel, edit the guest email, phone number, number of guests, check-in and check-out dates, and check-in and check-out times without leaving the conversation. Click Save changes to update the reservation. The total price recalculates when a change affects it.

    Captura de pantalla 2026-10-20 a las 16.23.06.png
     
  • Date changes are available for all channels except Airbnb. For Booking.com reservations, you can change the check-out date only, under the same conditions as on the reservation page (see Reservations: Overview). To change the dates of an Airbnb reservation, use an alteration on Airbnb (see Airbnb: Guest Requests to Change a Reservation).

4. Why This Matters

This design is built to improve your team's daily operational efficiency:

  • Save time on every reply: Quick action buttons and integrated templates let you respond to and sort inquiries in seconds.
  • Communicate globally with ease: Translate incoming and outgoing messages inside the Inbox — no need to copy-paste into external tools.
  • Keep your context: Having listing notes and calendars right next to your active chat box ensures accuracy in every response.
  • Ask about the conversation in place: Ask CoHost reads the active guest, reservation, and listing context, so you can summarize a thread, catch missed questions, or draft a reply without switching tools.

5. Cross-Reference

Looking to set up automated replies or manage your message templates? Please see our Guide: Inbox: Set Up Message Automations

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