While we have detailed information of how to come to our home from the airports, a map is worth a thousand verbal instructions. We have tried to attach a map to messages for our guests, but they cannot receive it. Our only solution so far, which is a bit cumbersome, is to ask them for a private email address & send the map outside of the Airbnb system.
Any better suggestions?
Totally agree. I have had to copy the Airbnb email address for the guest, paste into my business email address, send the self-access information with photos of the keysafe via this method, then go to the Airbnb guest message and tell them I have sent the self-access information via my business email and I just give them basic codes and information because I can't attach the photos of the key safe!
Very frustrating and a lot more work for the host! It needs addressing.
I also have issues with not being able to add an attachment. I have got round the map idea though by supplying the web link to Google maps for the address. This way guests can just hit that and the map of the area comes up.
My property is self-access with a keysafe box. I like to show a photo of the closed box, one of the flap slid down with the combination in the middle and then a photo of the keys inside. This has stopped me having heaps of phone calls from guests who think by keying in the combination the door is going to open automatically. Even though I write it in the access email, highlight it, enlarged text, guests don't read the instructions! A picture says a 1,000 words, like you said. I find it very frustrating not being able to add an attachment after the reservation is confirmed and paid for, I totally understand why this can't happen before hand but the software needs an improvement for this to happen.
I am going to write a submission for this to happen.
I have just received an immediate answer back from an Airbnb representative about my query regarding attachments. Use the Airbnb App and you can add attachments. I've checked it out and it works.
Whilst I'm not a lover of the APP I will use it to achieve this outcome until they have tweaked the software.
Hope it helps.
Hi, just a quick update on my part as some time has passed since the topic was created: on the Android App, you cannot attach anything else than pictures. You still can't attach anything to a message from the website. I find this very unpractical and a basic function AirBnB should definitely add...
Yes, it is a basic flaw in the system to be unable to attach PDFs of directions, key safe location and code, etc. I have a cagey guest who will not give me his email address so I am unable to send him the maps and key safe photo-directions we have put together. Not sure how we will resolve this.
I would agree with the other comments, it is extremely fustrasting not to be able to add a pdf file to the messages in airbnb.
For me, I do have to ask for whatsapp or emails to be able to send detailed information about self checkin and directions
@Richard902 Once a guest is booked I use the AirBnB guest email located under the guest profile picture on the reservation to send a PDF of my rental agreement. Then the guest sends it back to me via the AirBnB host email.
how do i find the guest's email address? i tried to drag and drop the PDF document into the message but it looks weird.
@Michelle1661 On the message stream page with the guest, look on the left hand side of the screen, scroll down. You will see "Email" and it has a coded email address Airbnb assigns to the guest. Click on this and your own email account will come up, that coded email address will already be filled in, in the address field, and then you can send the guest an email with attachments, or info in the body of the message. The guest will see this in their regular email account Inbox (or could end up in their Spam box, so make sure to tell them to check there if they don't see it in Inbox, to check their Spam box).
You can also just right click Copy on that coded email address and paste it into the address bar in your normal email account.
I have had problems with guests getting the email, but with the attachments missing. In that case, I ask for their personal email address and send it to them that way.
When you look at reservation details, instead of choosing 'Message' which is near the top of the screen, scroll down to bottom of screen till you get to 'email guest' (after Private Notes).
When you click email guest, it will automatically open up the email app you normally use (it'll be the one you registered with airbnb). But guest will receive as anonymised email from you that looks like firstname.lastname@example.org. This allows you to send emails with attachments like you normally would on your usual email app.
I used to copy the anonymised guest email (usually looks like email@example.com) and paste it when sending from my own email account until I discovered this.
Hope this helps 🙂
Unfortunately the email address doesn't always show up for all our guests, then I have to jump through hoops to get them information. I have been able to do what you suggested at times, but not every time. It's an issue that needs to be rectified to make it easier for hosts to communicate properly with their guests.
I completely agree with others, restricting access to attach documents to a CONFIRMED guest is completely asinine. This is not protecting the customer as the customer and the host just have to find other ways around this so they can communicate. Yet another reason why as hosts and travelers we prefer VRBO over Airbnb!! VRBO's process to send documents is so easy and HOST friendly. Ugh ... Airbnb!!