Solution · Unified AI Inbox
Every guest, every channel, one inbox.
With someone already answering it.
Airbnb, Booking.com, WhatsApp, SMS and email in one place — with an AI colleague that answers for you, drafts replies when you want to write them yourself, and steps aside the moment a person is needed.
Katarzyna Nowak
AIAirbnb · Old Town Loft
Could we check in a bit earlier?
Thomas Becker
Bot resumes in 12mBooking.com · Kazimierz Studio
Thanks, see you on Friday!
Sofia Rossi
HumanWhatsApp · Vistula View
The code isn't working, we're outside
James Carter
AIEmail · Market Square Suite
Is there parking near the building?
Katarzyna Nowak
Old Town Loft · 14–17 Nov · Airbnb
Translated from Polish · Show original
AI · Guest Assistant
A guest writes in Polish, you read it in English, the AI colleague follows your note, answers and books the repair — in one thread.
Putting every channel in one list was the easy part.
Your PMS already does that. The work starts after a message lands — who answers it, who owns it, and whether the guest's problem ever reaches someone who can fix it.
- 1It lands
Every channel, one list
Airbnb, Booking.com, WhatsApp, SMS and email conversations sync in from Hostaway — matched to the reservation, the property and the guest.
- 2Someone answers
The AI, or you with the AI's help
Autopilot replies day and night from your details and knowledge base. Prefer to write it yourself? Jot a note and get a full reply back.
- 3It gets handled
Handed over, or turned into work
What the AI shouldn't handle goes to a person, with the reason. What needs doing becomes a task for your team, photos attached.
Seven questions to ask any AI inbox — including ours.
Most AI inboxes can write a reply. Fewer can tell you who owns a thread, stay quiet while you talk, or keep a fixed mistake fixed. Here is how ours answers each one.
Does someone answer at 3 a.m.?
Autopilot
Your AI colleague answers check-in, WiFi, parking and house-rule questions in seconds — from your details and knowledge base. One admin-only switch turns it on for the whole workspace.
Can you see who is handling each thread?
AI / Human status
Every thread shows whether the AI or a teammate owns it, and every automated reply carries an AI badge with the colleague's name. No double replies, no thread everyone assumed someone else took.
Does the AI get out of the way when you reply?
You reply, the AI waits
When anyone on your team answers a guest, the AI colleague pauses on that thread so it never talks over you — then picks up again on its own.
When it can't handle something, does a person get it — with the reason?
Escalation with context
A lockout, a complaint, a refund: the AI opens a support case, pauses, and a banner says why. Pair it with Slack alerts. Close the case and the thread goes back to the AI.
Can you tell it something about one guest?
Always-follow notes
Pin a standing order to a conversation — “returning guest, free late checkout” — and the AI treats it as a rule. Never shown to the guest, never rewritten by the AI's summary.
Can you see why it said that — and does a fix stay fixed?
Show why · Flag & test
Every AI draft shows what it was based on. Flag a reply you don't like, save it as a test case, and every later change to your colleague is checked against it.
Does a guest's problem become work?
Tasks from chat
The AI confirms with the guest and books the task. Or press Report damage: the AI writes the title and description from the chat and attaches the guest's photos.
Built into every thread
You decide, the AI writes
Type “early check-in OK from 13:00, 30 EUR” and get a complete, polite reply. Regenerate or edit it — nothing is sent until you press send.
Every guest, in English
Messages in other languages are translated automatically, with the original one click away. Your team reads one language; guests write in theirs.
No more three open tabs
Reservation, check-in status, payment and deposit, special requests, previous conversations and the AI's running brief of the thread — beside every chat.
Saved replies, filled in
Your templates sit in the same panel as the AI draft. The guest's name is filled in for you; anything else stays highlighted to complete.
Reply where it makes sense
Answer on the booking channel by default, or switch to email, SMS or WhatsApp. Guest photos show inline and are kept, so they don't expire.
Handle a guest from a taxi
A full mobile layout with the same AI draft, templates and damage reporting — plus search across every conversation.
Hostaway stays your system of record.
You keep everything your PMS inbox already does. Here is what Enhanced Rentals adds on top.
Want the full tour? Read how the AI Inbox works.
Who it's for
Teams on Hostaway
Your conversations sync in within minutes, and replies go out through Hostaway — so both stay in step.
Ten units and up
Enough messages that ownership blurs. The AI takes the routine; status and handoff make sure nothing falls between people.
Guests in many languages
Your team reads every guest in English; the AI answers each guest in theirs.
The AI Inbox comes with your Guest Assistant colleague — chat on every channel, plus a phone line. Flat, no per-message or per-property charge. 14-day free trial, no credit card. All prices exclude VAT.
Questions people actually ask
- Does it replace the Hostaway inbox?
- No. The AI Inbox sits on top of Hostaway. Conversations sync in automatically and replies you send go out through Hostaway, so both stay in step — use whichever you like on a given day.
- Do I have to let the AI answer on its own?
- No. Leave Autopilot off and use AI draft on every reply for a week. You'll see exactly how your colleague answers before you let it run.
- What happens when the AI gets something wrong?
- Flag the reply and note what was wrong, then save it as a test case with the right answer. Every future change to your colleague is checked against it, so a mistake fixed once stays fixed.
- Will the AI and my team reply over each other?
- No. When a teammate replies, the AI pauses on that thread and the status shows it. When the AI escalates, it stops and tells you why until you hand the thread back.
- What does it cost?
- The AI Inbox comes with your Guest Assistant colleague at €199 / month, flat — no per-message or per-property charge. The same colleague answers your phone line. 14-day free trial, no credit card.