# Airbnb Guest Communication: Replies From Your Guide Source: https://maito.app/workflows/answer-guest-questions-from-your-house-guide Maito answers guest emails using only your house guide, drafts the reply in Slack and asks you when the guide does not cover the question. Common guest questions get a sourced draft reply, and anything unusual goes to the host. [Customer support](https://maito.app/workflows/team/customer-support) · [Property management](https://maito.app/workflows/industry/property-management) · When something happens · Updated October 19, 2026 Works with - Slack - Email - Gmail - Microsoft 365 - Superhuman Mail - Calendly - Cal.com ## How do you answer guest questions faster? To answer guest questions faster, point Maito at the house guide for each listing. When a guest emails the workspace address, Maito finds the answer in the guide, checks the booking calendar, and drafts the reply in Slack. If the guide does not cover the question, it asks you and adds the answer to the guide. ## How it's done today The host repeats directions, Wi-Fi details and rules. ## What Maito does 1. Read the guest's message and booking 2. Find the answer in the approved guide 3. Draft a sourced reply 4. Route exceptions to the host ## Example Loop run: New email from Dave, Lakeview Cabin **Maito** (6:44 PM): Dave (Lakeview Cabin, Oct 23 to 26, 4 guests) asked two things. 1\. Parking. The guide says 2 spaces by the cabin plus street parking on Ridge Road, no trailers. They have 2 cars, so that's fine. 2\. Early check-in at 12. The guide covers standard check-in at 4 PM only. It's not answered, so I left it open. Catch: the booking calendar shows a guest checking out Oct 23 at 11 AM, so the cleaner is booked 11 to 2. A noon arrival won't work, and 2 PM might. Draft reply: parking answer plus "we're checking on early arrival and will confirm tomorrow." Waiting for you to approve before anything is sent. Source: the house guide and the booking calendar. **Kate** (6:50 PM): offer 2 PM, no earlier. Send it. **Maito** (6:51 PM): Sent: parking details and early check-in at 2 PM. I added a note in the guide that 2 PM is possible when the cleaner is done by then, so I can answer it next time. ## How to set it up When something happens Answer guest questions from your house guide Ask your agent “When a guest emails maito@northstar.example, find the answer in our house guide for their listing and draft a reply in #guests. If the guide doesn't cover it, ask me.” Connect email - Gmail - Microsoft 365 - Superhuman Mail Connect booking system - Calendly - Cal.com Not connected yet? Your agent sends you a link to sign in. ## What it won't do It answers from the guide and the calendar only. It will not share door codes ahead of the check-in message or make exceptions to your house rules. ## Questions ### Does it send replies on its own? Not unless you tell it to. By default it drafts each reply in Slack and waits for your approval. ### What if the guide does not cover the question? It leaves that part open, asks you in Slack, and can add your answer to the guide so the next guest question is covered. ### Does it know about bookings and cleaners? It can read your booking calendar through Calendly or Cal.com, so it can warn you when an early check-in clashes with a cleaning. ## More customer support workflows - [Draft replies to tickets you've solved before When a question has been answered before, get a draft reply from that answer. Customer support · When something happens Works with Intercom, Pylon, Notion.](https://maito.app/workflows/draft-replies-to-tickets-youve-solved-before) - [Spot recurring issues early Group tickets by cause so a new problem shows up before it's a flood. Customer support · On a schedule Works with Intercom, Pylon.](https://maito.app/workflows/spot-recurring-issues-early) - [Daily escalations view See every escalated or at-risk ticket in one message each morning. Customer support · On a schedule Works with Intercom, Pylon, HubSpot, Salesforce.](https://maito.app/workflows/daily-escalations-view) - [Reproduce a bug from a customer report Turn "it's broken" into exact steps, a recording and a bug report engineers can use. Customer support · When something happens Works with Linear, Jira.](https://maito.app/workflows/reproduce-a-bug-from-a-customer-report) - [Answer "how does this work?" from the code Support gets the real answer from the product, not from an outdated doc. Customer support · When you ask Works with Notion, Confluence.](https://maito.app/workflows/answer-how-does-this-work-from-the-code) - [Keep help articles current after a release After each release, find help articles that no longer match the product and draft fixes. Customer support · When something happens Works with Intercom, Notion.](https://maito.app/workflows/keep-help-articles-current-after-a-release) [See all workflows](https://maito.app/workflows) ## Put your AI teammate to work. Set it up in minutes. Start with this one, and let it earn the next one. [Put Maito to work](https://maito.app/login?returnTo=%2Fworkflows%2Fanswer-guest-questions-from-your-house-guide)[Book a demo](mailto:support@maito.app?subject=Maito%20demo)