Guest messaging & the unified inbox

You write in the console; the guest gets a normal email from your business address. They hit reply like they would to any email — and the reply lands in the right reservation's thread, live, without them ever creating an account or installing anything.

bnbconsole.com/bookings

Matching is smarter than a shared mailbox: replies carry a per-reservation address and confirmation code, so even a guest with two bookings at two of your properties threads correctly. Automated emails — confirmations, house rules, quotes — log into the same thread, so the whole story of a stay reads top to bottom.

Messages collects every thread across properties with unread badges that update in real time. The global search (press Ctrl K) finds any guest, booking or message in a keystroke.

bnbconsole.com/messages

Away from the desk? Every guest reply is also emailed to you, and to the co-hosts assigned to that property. Click the bell at the top of the app to get a push notification when a guest replies, even with the app closed.

1. 1Save your standard answers under Messages → Templates — wifi details, early check-in policy, directions.
2. 2Use placeholders such as {{guest_name}}, {{property_name}} or {{check_in}}; they fill themselves per reservation.
3. 3File each template under the moment it is for — booking received, pre-arrival, during the stay, post-stay or general — and scope it to one property or share it across all of them.

These cover the messages most hosts send on every stay. They use BnB Console's placeholders, so they paste straight into a template; on Airbnb or Vrbo, swap the double-brace words for that platform's own shortcuts. Fill in anything in [brackets] once.

Hi {{guest_name}},

Thank you for booking {{property_name}}! You're confirmed for {{nights}} nights, {{check_in}} to {{check_out}}, for {{guests}} guests. Your confirmation number is {{confirmation_number}}.

We'll send directions and check-in details a few days before you arrive. Any questions until then, just reply to this email.

{{business_name}}

Hi {{guest_name}},

Your stay at {{property_name}} starts on {{check_in}}. Check-in is from [time] and checkout is by [time] on {{check_out}}.

Your arrival guide, with directions, parking and how to get in, follows before you travel. Could you let us know roughly when you expect to arrive?

{{business_name}}

Hi {{guest_name}},

We hope you're settling in at {{property_name}}. If anything isn't right (wifi, heating, a missing towel), reply here or call {{business_phone}} and we'll sort it quickly.

Enjoy your stay!

Hi {{guest_name}},

Thank you for staying at {{property_name}}. We hope you had a wonderful time.

If you enjoyed it, a short review helps other guests find us. And next time, you're always welcome to book with us directly.

{{business_name}}

Hi {{guest_name}},

Thanks for asking about checking in early on {{check_in}}. We can confirm the day before arrival, once the cleaning schedule is set, and we'll message you either way.

{{business_name}}

Guests love sending photos — of the thermostat, the parking spot, the view. Incoming images are re-encoded automatically (a typical 2.4 MB phone photo becomes about 200 KB) so threads stay fast, and animated GIFs pass through untouched. Pictures that are merely quoted history from earlier emails are recognized and dropped instead of piling up as duplicates.