@Till-and-Jutta0
We always use the Airbnb messaging system for important communications, such as dealing with "issues".
However, it's been my experience that Airbnb support rarely seems to review these messages when dealing with any conflicts or support issues. In virtually all support tickets I've ever had to create involving communications with any guest, I've always had to direct support people to the message thread, and even then, they don't seem to read it.
For example, when a guest agrees to something, then later claims they didn't. Or when they admit to damages or admit to a violation of house rules. It's as if it doesn't matter. If they now say no, then they say no. It doesn't seem to matter what they said previously, or acknowledged or agreed to prior to their booking.
And messages on the Airbnb system are often ignored, or at least never responded to. At least on WhatsApp, I can see if they've received it or read it. On Airbnb, there's no way to tell.
Guests often decide to go somewhere else after their flight arrives. Maybe shopping or visiting the beach. If I used the Airbnb message system for routine communications, such as asking when they'll be arriving, I may never receive a response, and might be waiting half the day for them. And if the guests have a problem, say, no hot water, or just asking for a restaurant recommendation... I might not receive the notification until the next morning. Not good. Responsiveness is important.
And most certainly, every guest we've ever had overwhelmingly prefers to use WhatsApp. But then, it's extremely popular here in Europe.
There's some very good uses for WhatsApp or any other instant messaging system. The Airbnb message system is simply inadequate for those purposes. And the records of conversations isn't necessarily considered in support issues.
But yes, anything important should be put on the Airbnb record. And I always do that.