Finding the Balance Between Spontaneity and Systems — How Much Automation Is Too Much?

[Dina951]

As hosts, many of us rely on tools that make things smoother — automated messages, dynamic pricing, self check-ins, templates…

They save time, keep things organized, and help us stay consistent.

But sometimes I wonder — at what point do we lose that human touch that made Airbnb special in the first place?

The little moments of connection, the personalized messages, the feeling that there’s a real person behind the stay.

How do you find your balance between efficiency and authenticity?

Where’s the line between making your hosting easier — and making it feel less alive?

[Andrea6232]

I agree with you @Dina951 , the human touch is always essential 😉

[Dina951]

Dear @Andrea6232 , thank you for the comment. 

[Alex]

This is such a great question, @Dina951! I'd love to know, which processes do you rely on technology for, and which do you usually handle yourself? I'm curious to see what kind of balance you use. 🤗

[Emiel1]

Besides "dynamic pricing" i do not use automated messages, self-check-in, templates.

There is so much to improve on the platform, Airbnb better invest in this instead of creating more gadgets.

[Elise43 · Accepted solution]

Hi Dina! I love this question!

Making things as personal as possible is really the center of good hospitality-- so I won't use a tool that every makes things feel less-personal-- I only use tools that help me communicate  more and better! 

For instance, I like the old fashioned printed house manual and guide, though I also email a PDF. I think folks want less digital clutter, not more! As a guest, a solely-online guide or app feels really impersonal. As does a logo of a business rather than the smiling face of a host on a profile.

I reply on automated messages (but always personalized!)  to help stage my guest's arrival-- but I send them very personal guides, with my opinions, local history, etc. Nothing boring! I want to help them imagine their stay and help educate them so they will have the best time possible!

A nice thing about automated replies on Airbnb is that you can go into them before they are sent and edit them to make them more personal-- so you can have them send as in, or edit them. So they never have to be boiler plate.

I also include a handwritten welcome note in my cottage and in the homes I co-host.

I offer self-check-in at all the properties, but we've had so much communication prior to arrival, I don't anyone is ever confused about the process, or feels abandoned! 

(I read/heard that customer satisfaction declines when folks are staying at properties managed by anyone/company who manages 10+ properties. I always look for individually manged properties when I travel-- it is all about community and connection!)

[Dina951]

Thank you so much for such a detailed and warm response, Elise!
I really appreciate your hospitality philosophy and the way you emphasize a personal approach. I especially like the idea of balancing technology with a human touch — handwritten notes, personalized guides, and clear communication before arrival truly make a big difference.

[Maria-Del-Carmen66]

Hola @Dina951 

Me ha encantado ese mensaje que envías y nos hace pensar en cómo poder compensar estas dos cuestiones!

Las herramientas son muy útiles y necesarias, siempre que vayan de la mano con ese mensaje personalizado para que el huésped sienta que hay alguien que se preocupa por ellos.

Un saludo,

María

[Google translation] 

Hi @Dina951

I loved your message, and it makes us think about how to balance these two issues!

The tools are very useful and necessary, as long as they go hand in hand with that personalized message so the guest feels that someone cares about them.

Best regards,

María

[Dina951]

Dear @Maria-Del-Carmen66 , thank you for sharing your experience. ☺️