Scheduled message check-in instructions error

[Andy2733]

Is anyone having problems using the Check-in instructions on Scheduled message. My scheduled message for checking in guests won't send because it says there are errors. I've been on to Airbnb on the phone about 6 times but no one knows how to solve it. I've had 2 support helpers allowed to share my phone but on both occasions they just scratched their heads and admitted defeat.

I can send the message manually after editing it slightly but even then the check-in instructions aren't sent as a link for the guest to see, this means the guest is missing out on key information such as directions, finding the property, lock box code.

On my latest try to get this resolved Airbnb said "I highly suggest you save your instructions on a pad if you are using a computer and manually send it to your guest", so it looks like they are saying this system doesn't work.

The problem seems to stem in a difference on the platform from using mobile phone or laptop. On phone the check-in instructions are shown under a heading Info for guests, but in the laptop this is not shown and is completely different. 

Overall a major problem that Airbnb need to solve, and no-one there that I've spoken to has the foggiest on how to solve it, any insight from the community would be most welcome thanks - Andy

[Ann72]

The check-in instructions short code was introduced a few weeks ago - or anyway that's when @Scott mentioned it:  https://community.withairbnb.com/t5/Hosting/A-guide-to-using-Scheduled-Messages/td-p/1387268/page/2

Super frustrating that it's not working so I'm hoping Scott weighs in!

[Scott]

Hi @Andy2733 we're sorry for the confusion here! You're right about the differences between the mobile app and the web app, I think that's where the confusion stems from.

Right now, the Check-in instructions shortcode available with Scheduled Messages and Quick Replies uses the Check-in instruction text you entered into your check-in instructions field, which looks like this on the web:

See more information in this help center page.

Currently the check-in shortcode does not reference the photos you can add to your check-in instructions from the mobile app. (You can't yet edit photos from the web app.) To edit the check-in instruction text from the mobile app, select "Edit entry method" like this: 

Here's an example of what the check-in instructions shortcode looks like when used in a Quick Reply, which is a way to manually send common responses:

NOTE! this check-in information is made available automatically to guests as part of the new Arrival Guide which was introduced a few weeks ago.  I highly encourage you to read more about the Arrival Guide . 

Thanks for bringing this up, and for tagging me @Ann72. Sorry again for the confusion and hassle. We will work to simplify how these work together.