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!

[Emma4575]

Yes, I am a service host. I just redid your steps on desktop and it worked! It's weird though because this welcome message still doesn't show up in the quick replies, but your trick worked. This option wasn't available to me when I first brought up the issue on this forum, so I'm wondering if they fixed it on the services end recently. 

[Joan2709]

@Emma4575 

Great! Glad that worked! 

[Emma4575]

Hey Arnika,

I just tried the trick that Joan mentioned in this thread on desktop and there's a tiny "edit template" option at the top on desktop. 

[Jeff611]

Joan, thank you for providing the workaround to edit templates created before the big update.  I truly hope this is just a temporary workaround and not the intended workflow (if it is the intended workflow, it's horrifically-bad). 

Does anybody know if Airbnb plans to make our "older" scheduled templates available for editing through the usual "Manage replies" page at https://www.airbnb.com/hosting/messages/settings/quick-replies?

I'm getting tired of jumping through the crazy steps in the workaround to edit things on all of my listings.  

[Michael-and-Jacqui0]

@Joan2709

I'm having this same issue with a legacy message being sent to my guests when booking. This message was set up on my account 8 years ago, long before AirBNB introduced the new quick replies. The message no longer appears anywhere on my account so I cannot view, edit or delete it. However, my guests tell me that they receive it when they book. I have spent 5 days (so far) corresponding with AirBNB Support on this issue but they tell me that they cannot do anything without seeing the message or a screenshot of the message.

I've tried your suggestion above, but the problem is that my message does not appear in the quick messages. I have no quick messages set up or scheduled.

Have you come across any other solutions to this, as Support are being stubbornly unhelpful.

Thanks,

Mike

[Joan2709]

@Michael-and-Jacqui0 

Try looking in your archived messages to a previous guest. It should still be there.

[Emilie]

Thanks Joan for the tip! @Michael-and-Jacqui0 Let us know if this helps you get to the bottom of it. 🙂

[Michael-and-Jacqui0]

Thank you @Joan2709 and @Emilie - this is the crux of the issue. My automated message doesn't, and never has appeared in the messaging system.

My message was set up on an earlier version of the airbnb platform and is sent or displayed to guests as part of the booking process - if I recall correctly, as well as thanking them for booking, the message asks the guest for an approximate arrival time and to let me know if they have any food allergies.

If I look at any of my message threads (both old and recent), the very first message is always from the guest and it invariably answers the above questions (or says they will confirm arrival time nearer their visit). This strongly suggests that my message is alive and well in the "system", but is just not visible to me and therefore I can no longer edit it.

I would have expected airbnb to have migrated such messages to the new system when they overhauled the platform, but clearly they didn't. It's now stuck like a "ghost in the machine". It's preventing me setting up a similar message in the new system as it would be unprofessional of me to ask my guests twice for the same information. It's highly frustrating and airbnb just can't seem to grasp the issue.  🙄

[Lee6394]

Had this exact issue. The problem is relying on Airbnb's messaging to deliver time-sensitive info — it's just not reliable enough. I moved my door codes and check-in info into a digital guest portal instead (guests get the link at booking). They can access it any time without waiting for a message to come through. Solved it completely.