Host platform message system limiting communication.

[Kim2971]

I discovered today that a change to the text communication system is limiting characters to 3000.

I am at a loss as to why Airbnb would make a change to limit communication between host and guests.

I spoke to a Super host support person who said there was a change made to the platform, and suggested that I send several separate communications to convey the information package that I used to send in one message. This is ridiculous and just creates extra work in sending the package and fielding questions later when the guest doesn't have a reference to full details and policy.

I do have a very detailed Welcome package that has information that reflects questions that have been fielded over the years. The Welcome package will not send in current form and the other solution suggested by the support person was to pair the information down or send in several separate emails.

Is anyone else having this problem?  Any suggestions be appreciated.

Here is the message that I sent to Airbnb Support staff in the hope that they will allow unlimited communication between host and guests.

 Your organization's arbitrary change to the most important part of the communicative interaction between host and guests was altered to limit welcome package detail with a text character limit in the message system. This is a ridiculous change from a host user's perspective. Your service advisor suggested sending several communications to complete the transmission of the welcome package to the guest. This is an unacceptable work around for a problem created with no consideration of a host business acumen.

This wastes time and the optics from a guest's perspective will seem as amateurish at best.

Details, policies, expectations and property bylaws all need to be communicated to ensure guests have a successful stay and are aware of property details.  Guests will inundate with questions and it is unfair to both guests and hosts to limit communication in the communication system. The change to limit the message system to 3,000 words negatively affects a successful hosting operation. Please remove the word limit from my message platform.  Thank you and please ensure management sees this information. 

[Muslim4]

Interesting, I didn't know about this restriction. Does that also affect automatic replies to guests? I have some automatic and quick reply messages, but I doubt they as long as 3000 chars. I have the welcome message, the directions, the message before check-out etc., so probably if it sums up together it'll be over 3k letters. 

What's the reason of this? Why do they want to decrease the amount of  communication between hosts and guests? Any connections with Gebbia and DOGE? 😊 

What's the solution? What if a host needs to contact guest during their stay or send them some important information? Is this limitation works for both sides (guests and hosts)?

Should hosts use any alternative communication tools instead, such as WhatsApp, Telegram?

[Marcus727]

Agree! This is a terrible change! 

[Kim4864]

Many hosts like me use lengthy confirmation messages to highlight all the wonderful activities, events and opportunities there are nearby to our listings.  At least once a week I have a guest ask to add more dates to their new reservation after reading my message.  THIS is the power of a host actually understanding their unique business over anything that tech guys at Airbnb could ever know.  Limitations like this are not planned very well and do not seem to have any purpose.  Plus they are usually rolled out without any warning. 

The biggest problem is that once identified, a tech issue can only be reported to a "support ambassador".  These folks have no understanding of what is happening in the tech department.  Nor do they have an understanding of how the Airbnb software is actually used by hosts.  Overall, it's just a terrible way to treat hosts - the people who are the backbone of Airbnb revenue

[Shari266]

Hi Friends

I just got off the phone with support.

This is a new feature

Go to messages

Click on the 3 line filter

Quick Replies

Here you can add the House manual as many characters as needed and schedule when you want it sent to your guests.

[Molly568]

There is nothing in the quick reply function that says it's limited to 3000 characters and that it won't deliver the message if it's over that amount. TERRIBLE UX!

I thought my messages were being delivered - since they show up in my Quick Replies on a browser - but in the App, they don't appear because of the length. 

If AirBnB would just communicate the change and provide tools to manage, that would be one thing. But this is a terrible implementation and hosts have no way of knowing it's not working like it used to. 

[Maggie470]

The same thing happened to me today! I tried to send a message with my usual guidebook and recommendations (I always ask guests if they would like me to send it, most do) and it wouldn't send. I had to chop it into pieces and send, which is not ideal.. I too am one of the highest rated host in my area with a perfect 5. Airbnb customer service was extremely unhelpful and disparaging, which is also quite unusual. I've always had pleasant folks on the "superhost" line.

[Carlos1002]

I have the exact same issue! The limit just makes me cut my communications that worked for my own situation. So frustrating!

[Cheryl-and-Dan0]

I just discovered the same issue and completely agree, so frustrating!  I used to use the email aliases and would attach the Welcome Letter, condo info, property bylaws, etc..  It looked so much more professional with our condo’s logo and appropriate formatting and when they got rid of that it was challenging to pare down to the most important information with the guests missing out on so much more. Now with limiting the characters to 3000 and having to send multiple messages it’s only going to make it  harder for owners and I don’t think guests appreciate the multiple messages either. What I don’t understand is why Airbnb keeps making communication more difficult?  

[Dinah59]

I am having exactly the same problem and it is very very annoying it is making me reconsider listing on Airbnb when there are other options

[Helen427]

@Kim2971 @Dinah59 @Molly568 @April502 and others, ABB have recently apparently completed a merger of there systems.

Sorry we can't include the link but look up the article written by an ABB Engineering Team member on "Medium"website towards the middle of March 2025.

These changes and mergers appear to have started in 2020.

Obviously over the years there's been various templates and character Options we have had.

If someone would please find it and pop it in here it may be of benefit.

Thanks