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Airbnb support messages

Tommy

Sometimes Airbnb support representatives reach out via Airbnb messages. Those messages don't make it into the Hostaway inbox like regular guest messages do. They don't show up in Hostaway at all. Ideally, Airbnb support messages would come into our Hostaway inbox and we'd be able to respond just like with guest messages.

Our use case: We have multiple Airbnb accounts. If a support representative sends a message to one of the accounts, we might not even find out. If we do find out, we need to log in to that account specifically and respond on Airbnb. This is less than ideal because we have multiple staff. We would ideally not expose login information to all of these staff for every single Airbnb account so that they can log in to respond to Airbnb support. That would be a security hole. Ideally, staff would be able to do that within Hostaway, where their access into the details of the Airbnb account are limited to the permissions we give them on Hostaway.

7

Comments

7 comments

Date Votes
  • Tiera

    Airbnb support messages in Hostaway would be a must have feature.

    4
  • James

    We are managing multiple dozens of accounts as well, and this feature is sorely missing.

    2
  • Tiera

    any updates on this feature, hostaway? any comments on why this can't happen?

    2
  • James

    I just got a reply about this when I opened a help ticket.

    Thank you for contacting Hostaway! This is Billy from the Technical Support team assisting you today.
     
    Kindly be advised that it is expected that Airbnb support messages will only reflect within the Airbnb ecosystem and will not be pushed through Hostaway as this is not supported by the Airbnb API. This means that you need to manage these messages directly on Airbnb.

    0
  • Tommy

    This claim above from Billy from Hostaway that this is unsupported by the Airbnb API is false. We came to Hostaway from Guesty (for Pros), and they've had this functionality for years. That's a lie!

    2
  • Keith

    Why did you leave Guesty?

    0
  • James

    Thanks Tommy, that is very useful to know.

    Also, not sure why my comment was downvoted for sharing Customer Service's message to me about this topic.

    0

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