Your guests message at 1 a.m., and Airbnb counts how fast you answer. Magellan Solutions staffs your Airbnb inbox and your phone around the clock — pre-booking questions, check-in instructions, date changes, and the guest locked out at midnight — so your response rate holds while your team handles turnovers, cleaners and maintenance.
Airbnb Answering Service
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1-800-371-6224
At a Glance
| Best For | Airbnb hosts and co-hosts, short-term rental operators, vacation rental managers, property management companies, multi-property owners, and serviced apartment operators |
| Core Support | Airbnb inbox and guest messaging, pre-booking inquiries, check-in and check-out assistance, booking changes and cancellations, maintenance and access escalation, and after-hours and overnight coverage |
| Channels | The Airbnb message thread, phone, SMS, email, and live chat on your direct-booking site |
| Delivery | Philippines-based guest support specialists working inside your property management software, channel manager and messaging tools, on your house rules and escalation list |
Guests Don't Wait for Office Hours. Your Support Shouldn't Either.
A guest lands at 11 p.m. and can't find the entrance. Another messages on Saturday morning to ask whether the parking is covered. A third wants one more night, and the calendar already has someone arriving.
None of these is hard to answer. All of them arrive while a property manager is coordinating a cleaner, chasing a repair, or getting the next unit ready — and all of them are on the clock. Airbnb's Superhost criteria require hosts to respond to 90% of new messages within 24 hours, assessed every quarter across the previous twelve months. A slow week in July is still on the record in October.
Magellan Solutions gives short-term rental operators a guest communication team that works your Airbnb inbox and your phone line together — answering what your house rules and property notes already cover, documenting what they don't, and escalating anything that needs someone on site.
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The Cost of a Slow Reply Isn't the Reply
A prospective guest who asks about check-in at 9 p.m. and hears nothing until morning has already booked somewhere else. A guest standing outside a lockbox that won't open doesn't message twice — they leave a three-star review fourteen days later, and it sits on the listing for a year.
For operators running dozens or hundreds of listings, this happens across properties, time zones and platforms at once, and it rarely looks like an emergency until it is one.
A dedicated support team gives every guest the same point of contact, on whichever channel they used, with the property's own instructions in front of them.
Our Airbnb Answering Services
Short-term rental guests need fast answers to practical questions. Our specialists follow your property-specific instructions, communication standards, escalation procedures, and approved information to keep guest interactions organized from booking through checkout.
Works With Your Short-Term Rental Operations
Your guests get answers. Your property team gets fewer interruptions.
Our specialists work inside the tools you already run — property management platforms such as Guesty, Hostaway, OwnerRez, Lodgify and Hospitable, your channel manager, your smart-lock or access system, your maintenance ticketing, and your CRM.
Property-specific information is organized per listing, so a specialist opening a conversation already has that property's check-in instructions, house rules, parking, Wi-Fi and escalation contacts — not a general script.
Listings on Vrbo get the same coverage through our VRBO answering service, and both sit within our wider hospitality answering services.
Why Airbnb Hosts Outsource Guest Answering
Managing a few properties can make guest communication manageable. Managing dozens or hundreds of listings is different. Calls arrive while teams are handling turnovers, maintenance, inspections, owner requests, and new reservations.
Outsourcing gives operators additional communication capacity without requiring property managers to personally answer every guest call.
Compliance and Data Security, Built In
An Airbnb answering service asks for more trust than most outsourcing does. To answer a guest properly, a specialist needs the reservation, the guest's name and contact details, your house rules — and, on a self-check-in property, the code to a door on a home that is empty until someone arrives. Depending on how your account is set up, the same specialist may be working inside the Airbnb message thread your response rate is measured on.
Magellan Solutions holds ISO 27001 and PCI-DSS — the recognized benchmarks for information security and payment data. See our certifications.
![Controlled Data Access icon](https://www.magellan-solutions.com/wp-content/uploads/2026/07/controlled-data-access-security-icon-transparent.png"){kind=icon}
Access to guest records, reservation systems, property information, and account data is restricted according to team responsibilities and account requirements.
Every employee signs a confidentiality agreement before job assignment. Guest information, reservation details, property information, and business data are limited to authorized personnel supporting the account.
Data backups, off-site copies, backup-center planning, and power protection help maintain guest support operations during unexpected disruptions.
Who We Support
Don't see your business type? Our guest support workflows can be structured around your properties, reservation process, communication channels, operating hours, and escalation requirements.
What We Handle, and What Stays With You
Guest support for an Airbnb works when the boundaries are written down before the first message. Here is where we draw them.
We answer from your listing. Your listing description, house rules, check-in guide, guidebook and your own property notes are the source. If a guest asks something those documents cover, a specialist answers it immediately. If they don't, the specialist documents the question and routes it to you rather than guessing at an answer a guest will hold you to.
We keep the conversation on Airbnb. Guests sometimes ask for a phone number, a bank transfer, or a booking outside the platform before their reservation is confirmed. We decline those and say why, politely, every time. Keeping the thread where it belongs is part of protecting your account, not an inconvenience we work around.
Accepting and declining is yours by default. A specialist answers a reservation question and prepares the request inside the 24-hour window your response rate is measured on. Whether the booking is accepted or declined is a decision, not a reply — it is a permission you grant explicitly, per property, and you can scope it to certain hours or certain booking types.
We don't touch your pricing, your calendar or your listing. No rate changes, no special offers, no blocking or opening dates, no edits to the listing itself. Refunds and goodwill credits beyond a threshold you set come to you.
We can't see the property. We can take a report of a broken air conditioner in detail and get it to your contact within minutes. We can't confirm it's fixed, we can't judge whether a unit is ready for the next guest, and we can't inspect damage — we document what the guest tells us so that you have the record if you need it.
Escalation is only as good as your contact list. Co-host, cleaner, handyman, locksmith, building manager, out-of-hours emergency. Building that list, and the rules for who gets called when, is the first thing we do together.
Reviews stay with you. We can tell you what's coming before it lands and draft a response from templates you've approved. We don't publish on your behalf without instruction, and we never offer a guest anything in exchange for a rating.
Need one person for the daytime admin as well? Calendars, listing updates, reviews and cleaner coordination are a different job from round-the-clock guest answering. For that, hire a dedicated Airbnb virtual assistant who works only on your properties.
Our Onboarding Process
Requirements Setting
Recruitment
Agent Training
Campaign Incubation
Campaign Go Live
Frequently Asked Questions
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You can also reach us here:
Toll Free: 1 800 371 6224
US: +1 650 204 3191
UK: +44 8082 803 175
AU: +61 1800 247 724
