Cannot Change/Delete Automated Messages from Before the Update

[Emma4575]

Hi everyone, 

I'm having an issue with updating/editing/deleting a welcome message that is sent to guests immediately upon booking. This message was created before the big overhaul of Airbnb services in the spring of 2025, and now I cannot access this message in quick replies. It does not show up in my quick replies and scheduled messages, so now I have TWO messages being sent to guests upon booking. 

Anyone else have this issue, and has it been solved? I'm not a co-host, and there is not an option for me to review future scheduled messages in my messages between guests.

I've been a top rated experience host since 2019 without issue until this update. I've had an array of issues since, but this is just one of many...

Thanks for any help or tips you can provide!

[Johanna270]

So all messages are in the same place now.

Go to Messages,

in the upper left column, Click on the setting wheel, ( check that pop ups are allowed on your browser if you have them suppressed),

then the pop up appears, Choose Quick Messages ( all messages now here)

Scroll through the column on your left to the message you want to change

Click once on the message for the column on the right to come up it has 

Review Template at the right top- two boxes to Choose listing  and Choose schedule for changes to either click on it

Click in the words to change the message

On the Bottom left there are two buttons a + and a Add Details

Add Details- to change  your guest name or guest room/listing , date

+  ( We can now add Photos!)  i just saw this one today!

[Emma4575]

Hey Johanna, thanks for your reply! 

Unfortunately, I've tried all of this to no avail multiple times. It seems that this "ghost" message isn't available for me to view anymore through quick replies but still sends automatically. I recognize it as an older welcome message I used to send guests, but now I need to update it. I have other automated messages set up and those work fine, it's just this one that is still being sent that I can't view in my quick reply column.

I have a ticket open with Airbnb support as well... I hope they'll have some answers for me since I seem to be the only one with this issue!

[Elisa]

Hi @Emma4575 😊, 

I’m sorry about this. How is the situation now?

Have you also tried calling Customer Support?

[Emma4575]

Hi @Elisa ! 

The situation is ongoing. I have a ticket open with customer support for this issue and another issue. They’ve escalated it to the engineer team, so I’m hoping for a fix soon.

[Elisa]

Hi @Emma4575 😊, 

I’m happy to hear they’re taking care of this situation.

Let me know how it goes, and I wish you happy holidays!

[Arnika6]

Hi Emma, did you get a fix? We are having the same issue and it is very frustrating. 

[Joan2709]

@Emma4575 

Here is something to try:

Go to a previous guest message thread where you know the old message was used

Click the (+) sign next to message platter

Click View Scheduled Quick replies (you can also try send Quick Reply)

See if the old message pops up 

Click the message you want to delete

Click Edit

Click inside the message to activate it

Choose Delete Template in right panel

Let us know if this works.

[Arnika6]

Hi, I am having the same issue and my old message I created before the Airbnb update is not there to edit or delete. It is automatically sending this to upcoming guests, and it has peoples phone numbers in it that are no longer helping out. 

[Arnika6]

 it gives me no option to edit or delete. 

[Emma4575]

It’s so frustrating! My ticket with support was escalated to the engineering team, and they identified a bug in the system, but I have received no further information whether or not this issue has been fixed. 

[Joan2709]

@Emma4575 

Did you try the suggestion? Please try in on the desktop and not the App.

[Joan2709]

@Arnika6 

Looks like you are using the App?

Try the suggestion I listed above on the desktop.

Try clicking anywhere in the message to edit...don't look for an edit button.

[Emma4575]

Hey Joan,

thanks for the tips above, but unfortunately that does not work. The message (for my issue) does not show up in quick replies at all. There’s no way to view or edit the message anywhere on my end. I don’t even have a view “scheduled” quick replies option on both mobile and desktop (I believe it might be because I’m a service)

[Joan2709]

@Emma4575 

Ahaa....so you are a Services Host and not a Homes Host?

You did send the message at some point to a guest right? 

Do you see the "Send Quick Reply"  Option?

Can you post a screen shot of what you do see?