Are you using video messaging yet?

[Airbnb]

Want a chance to be featured on the Community Center? Tell us how you’re using video messages to educate and inspire guests. We’ll highlight your top 10 tips and recognize the hosts across the world who shared them.

Whether it’s a grill tutorial that’s saved countless questions or a sneak peek of all the coziest spots in your home before check-in, we can’t wait to hear how you’re using video messages. 

What’s the best video message you’ve made so far? Did it help you explain something quickly? Or get guests excited for their stay? Or something else? 

To learn more about all the latest Airbnb upgrades designed to help you manage and grow your business—including dynamic cancellation policies and an updated earnings dashboard—visit the Resource Center.

[Dr-Jayanthi1]

Hey excited to share my thoughts on this - can't wait to make video messages on the following, 

1. Using the smart lock during check in and to tell them how to lock the doors (as the door knob has to be pulled upwards to close in) after they enter/exit. All these days I make it a point to be there and explain it to them - safety is key to an ultimate stay comfort.

2. We have quite a few power fluctuations and as a safety feature we have master control switch panels that trip down during power fluctuations. These switches have to be manually pulled on to resume power supply. Currently we explain it to guests during check in or when we know we have had power fluctuations.

3. One of my listing is a twin house and a few guests land on to my neighbour's door. So long we have had photos of the front of the house, I feel a video message could be helpful.

4. How and where to park the guest car is a definite value add. We have had problems getting my car out when they park on their convenience. 

5. A house tour could be good but might not be practical when we have back to back bookings.

6. Last but not the least "A welcome message to my guests" I wish to have it as personal as possible mentioning their names, what's in there to explore the city with respect to  seasonal advantages/glitches, local happenings and my availability at the premises during their stay period.

Will get back with guest responses on the above. Happy Hosting 😎

[Bhumika]

This is a really useful list @Dr-Jayanthi1 ! Creating videos especially on safety panels, parking space and smart locks will be definitely handy for guests. Which video message are you most excited to create and test it out first? 

I noticed host @Elinor20 shared a thumbs-up to your ideas as well 🎉 @Elinor20 are you planning to create similar video messages for your guests? 

We look forward to hearing from both of you!

Regards,

[Patricia2526]

Hi @Airbnb 

Oh, I haven’t tried using the video messaging feature yet, but it sounds like such a great tool! It’s especially helpful for guests who might not be familiar with using smart locks or other tech in the property. It’s also perfect for sending a quick video update once the place is ready something like, “Hi! Your unit is now ready for you. Feel free to check in anytime!” Not only does it make guests feel personally welcomed, but it also serves as a nice way to document the condition of the property just before check-in time. It’s a warm, professional touch that adds both hospitality and accountability.

[Bhumika]

Great ideas @Patricia2526 ! 

I noticed some hosts have mentioned making video instructions for operating door locks. Do you think that would be useful for your guests too?

I also love your idea of adding a personalized video message once the space is ready for guests! Let us know if you give it a try and if you notice any changes in your guests’ experience.

[Patricia2526]

Hi @Bhumika 

Yes, I think this is really helpful, especially for showing guests how to properly operate the door locks using the access codes. It helps prevent confusion during check-in and ensures they can enter smoothly without needing extra assistance.

[Bhumika]

@Patricia2526 couldn't agree more! Visual instructions can definitely make a difference 😍

Please keep us posted when you start testing out video messages. We'd love to hear of your experience!

[Patricia2526]

@Bhumika Sure, will do!

[Paras45]

Hey everyone

Yes, for my video message - I made a short clip showing how simple it is to use our lockbox system, where guests just enter the code (shared before check-in), take out the key, and unlock the door.

It’s honestly saved me a ton of time looking for keys (haha, everything finally has its place). Plus, guests feel more independent and confident when they arrive, making check-ins effortless for both sides.

My other video message is about our in-house Shivji temple inside my heritage home, since it’s one of the most common guest enquiries, I thought it’d be nice to show a few glimpses, Many guests ask about it out of curiosity or reverence, so instead of explaining it each time, I made a short, simple video that just shows a few glimpses. It’s not for promotion, it’s just a small way of sharing something sacred that’s always been part of our home and open to anyone who wishes to sit, pray, or just find a quiet moment.

Also, I didn’t get a chance earlier, but wishing everyone a belated Happy Diwali! 💛

May your spaces stay full of light and peace.

[Bhumika]

Hi @Paras45 , thanks so much for sharing these ideas and how you implement them! Adding check-in and lockbox instructions has definitely been hot favourite amongst hosts (from what I read).  It must be quite special to add a glimpse of the temple as well! 

Have your guests shared any feedback about these video instructions and whether they appreciate it? Or may be mentioned about it in the reviews?

Thank you so much for sharing your beautiful wishes with all of us in the Community. Happy Diwali to you too! 🪔 

[Geoff7]

I love video messaging - I have already used it to create a personal welcome message for guest on check-in. So far - (and its only been 2 guests so far) they seme to like the more personal approach.

[Bhumika]

This is fantastic @Geoff7 ! To receive first hand feedback from guests about these personalized welcome messages must be so encouraging.  Is it just a casual hello or do you include some check-in instructions to help them easily check-in at your listing?

I am just tagging @Patricia2526 and @Guy991 , since they mentioned similar ideas and I think seeing your experience and positive feedback from guests may give some insights to them too!

[Geoff7]

So my very first message was literally just a welcome and a thank you for staying at my property and to reach out at any time if they had any problems. But moving forward - yes the library of messages will be expanded to cover things like the wifi, bushfire safety, how to set a wood fire, and then I might do some onsite reviews of my favourite restaurants and cafes in the area. 

[Guy991]

@Airbnb , @Bhumika ,

The potential is amazing and exciting.

There are a few ways I can already see myself using it.

Resolving technical issues: I use gas tanks to heat water. When one of them runs out, guests usually call me to fix it. It basically involves turning off the empty tank and opening the valve of the second one. Explaining this by text is difficult, but a short video would make it much clearer.

Welcome house tours: This could eliminate the need for in-person check-ins and be sent before arrival, so guests can get familiar with the property in advance.

Short greeting clips: A very brief video to thank guests for booking or to introduce myself. It can be fun and show how personal a stay in an Airbnb can be.

Goodbye clip: A gentle way to remind guests that they are staying with real people, not at a hotel.

Local recommendations and special occasion messages: Personalized videos to highlight nearby attractions or to wish guests a happy birthday or anniversary.

The only thing I am not sure about is the language. Around 50 percent of our guests speak English as their second, third or forth language, and about 10 percent do not speak any English at all.

So I might need to edit the videos and add simple symbols or icons, for example an X when showing something guests should not do.

The next step would be the ability to embed a video in a scheduled quick reply so we would not have to send them manually each time.

Overall, this is a very interesting feature and I would love to see real clips from other hosts for inspiration.

[Bhumika]

It seems you already know exactly which videos would be useful for your guests, @Guy991 !

Are there any other technical issues in your listing that guests often need help with and that you think video instructions could solve? I've noticed that a lot of hosts on this thread mention using videos for door lock instructions 🔐 I was wondering if it was on your list too? 😉

I know that @Paras45 @Joan2709 do sent out video messages to their guests. May be they can share some demo clips that they usually share with their guests to give you an idea?

[Sophia-and--Patrick0]

+ I will be making one about how to use the features of our hot tub. 

+ I may make one showing how the exterior photosensitive lights with motion detection come on.