Are you actively using the video message feature? 📽

[Rebecca]

Hi everyone 👋

Airbnb’s video message feature feels like one of those tools that could really help make guest communication feel more personal, especially for welcome messages, check-in information or sharing local recommendations.

So I wondered; are you actively using video messages as part of your hosting routine?

If you’ve tried it, has it helped improve the guest experience or made communication easier for you as a host?

Would be great to hear how Airbnb hosts are using the feature in practice 👇

[Andrea6232]

Buongiorno @Rebecca ,

I’m successfully using the video messaging feature to explain the check-in process to guests and to provide instructions on some of the appliances in the house, such as the washer/dryer or the induction cooktop 😉

Andrea

[Rebecca]

Ciao @Andrea6232 👋

It's lovely to see your name pop up again. Thanks so much for sharing this with me. Do you have multiple video messages that are sent at different times? 

Has it made communication easier for you with your guests? 

[Andrea6232]

@Rebecca yes and yes

[Rebecca]

That's great to read, thanks for sharing @Andrea6232 😊

[Patricia2526]

Hi @Rebecca 

Yes! It has really been very helpful for me. I include video instructions as part of my scheduled check-in message so guests can easily follow the steps on how to unlock the smart lock and access the lockbox for each different listing. I find that visual instructions reduce confusion, minimize repeated questions, and make the check-in process much smoother for guests, especially for late-night arrivals or first-time Airbnb users. It also saves me a lot of time since guests can simply replay the video whenever needed.

[Rebecca]

That's great to hear, thank you @Patricia2526. What type of feedback have you had from guests about the videos, if any? 

[Lazmee0]

Hi @Rebecca, thank you for sharing this! While I haven't started using the video message feature yet, I can see how it perfectly aligns with my philosophy of pure soul hospitality. I plan to start using it to personally welcome guests and show them the natural, calm flow of my space. 

[Rebecca]

Hi @Lazmee0, no problem. What do you think your first video message will be for your guests? 

@Patricia2526 and @Andrea6232 both use it for the check-in process, do you think this is something that you would use it for? 

[Ilfita0]

Dear Rebecca,

Actually, I never used the video massage for guest check-in, cause I always stay at home to waiting guest arrived.

Thank you for support us

[Rebecca]

Thank you for sharing that with us @Ilfita0. Do you live near your home, or are you a in-home host? 😊

[Guy991]

Hello @Rebecca ,

I hope all is well with you.

I do not use this feature for two reasons. One is more obvious and the other requires going a little deeper into how humans think.

The obvious one is language. In what language should we record our videos? About 25% of our guests speak neither English nor Portuguese. If I have to guess whether a guest will understand the video or not, it defeats the whole purpose of automation. I am better off using text, where each guest gets their own translation, even if it is not always a perfect one.

The other reason is about setting expectations.

Let’s say I record a video on a beautiful sunny day explaining how to open the main door. The guest watches it the day before arrival and thinks: the weather looks amazing, I can’t wait. But the video was recorded months ago, and when they arrive it is windy, cold, and cloudy. That is a disappointment. In my opinion it is also misleading, and in hosting, setting the right expectations from the start is everything.​​​​​​​​​​​​​​​​

[Rebecca]

Hi @Guy991 👋

It's lovely to hear from you. All is good here, and you? 

You raise two very good points, in particular the language used in the video, and honestly, I never thought about that until now. I'd love to hear from @Patricia2526 and @Andrea6232; do you speak in your video messages when showing guests your check-in process or similar? 

I can see your point about setting expectations, as a guest may feel that it is a 'live' message. Great points! What do you think (other than not using the feature) do you think could be a solution for this problem? 

[Patricia2526]

Hi @Rebecca yes in English.

[Andrea6232]

@Rebecca @Guy991 

My videos have no audio, with English subtitles only where absolutely necessary, and I focus on the details 😉