Is there an AI assistant for Airbnb hosts?

Yes. Una answers guests in your PMS inbox, on WhatsApp and by phone at any hour, helps with check-in and passes urgent cases to your team.

How can I automate Airbnb guest communication?

Let your PMS send scheduled messages and let Una answer the replies and new questions in your PMS inbox, from the reservation and your property information.

Can AI handle Airbnb guest check-in?

Una gives self check-in instructions and shares door codes only with verified guests; problems with access go to your team at once, marked urgent.

How does Una verify a guest before sharing a door code?

The way a person at the desk would: the name and stay dates, or the phone number on the booking plus the dates, or another reasonable combination. Una never asks for passport numbers.

Does Una work with Hostaway?

Hostaway is on the roadmap, not connected yet. Una works with Guesty, Hospitable, Zeevou, Apaleo, Mews, Cloudbeds, Clock PMS+ and Profitroom.

Can we test Una first?

Yes: the first 14 days are free. You can start Una on one channel, for example the website chat widget, and add the phone and WhatsApp when you're ready.

Is there a free trial or a contract?

Una comes with a 14-day free trial, and you can cancel at any time. There is no contract to sign: you accept our Terms of Service and Privacy Policy when you sign up.

What happens when Una gives a wrong answer?

Wrong answers come from information Una wasn't given. Every subscription includes ongoing training: send us an example chat where Una's answer could be better, with the way you'd handle it, and we implement it right away. That is how Una follows your property's rules and takes over more and more workflows from your managers. No business has complete written procedures for every case; the longer Una works in yours, the more of your rules Una knows.

How should we compare the cost of Una?

Una is another channel for answering guests. Compare Una with the cost of staff covering phones and messages around the clock, not with OTA commission.

How much does Una cost?

The price depends on how many rooms or listings you have and on the plan you choose: Guest Operations, Property Operations or Repeat Revenue. Calculate it for short-term rentals.

AI for short-term rentals

An AI employee for your short-term rentals, working inside your PMS

Una answers your guests in your PMS inbox, on WhatsApp and by phone at any hour, helps them check in, turns cleaning and maintenance requests into tasks for the right person, and passes urgent cases to your team with everything attached.

Talk to Una Book a demo

What AI for short-term rentals means

AI for short-term rentals is software that does the routine guest and operations work of running vacation rentals: answering guest questions, giving arrival instructions, handling small requests and routing problems to the right person. It works on top of your property management system (PMS) and channels; it doesn't replace them. For Airbnb hosts and property managers, the point is simple: guests write at all hours, and someone has to answer.

Una works inside the PMS you already use

If you're looking for property management software (a PMS such as Guesty, Hospitable or Zeevou), Una isn't one. The work happens inside the PMS you already use: reading the reservation, answering in its guest inbox, and passing work to your team. Most rental conversations Una handles run through PMS inboxes such as Guesty, Hospitable and Zeevou. Una + Guesty.

What your guests write about

≈ 1/3: of rental conversations are about check-in and access (median across operators); Una conversation data: about 72,000 conversations, Aug 2024 – Oct 2026
≈ 58%: of rental conversations start outside weekday 9am–6pm; Una conversation data: about 72,000 conversations, Aug 2024 – Oct 2026
≈ 17%: start at night, between 10pm and 7am; Una conversation data: about 72,000 conversations, Aug 2024 – Oct 2026

In rentals, the guest has no front desk to walk up to. Arrival, door codes, parking and Wi-Fi are the questions that come first, and they come at any hour.

What Una does for hosts and property managers

Guest communication

Answer in your PMS inbox, by phone with live transfer to your staff, on WhatsApp, SMS, email, Instagram, Messenger and your website, in the guest's language. Messages from Airbnb, Booking.com and your other listing sites arrive in your PMS inbox, so Una answers them in one place.
Answer the questions a concierge would: Wi‑Fi, amenities, house rules and what's nearby, for apartments, homes and private villas alike. More on the AI concierge.
Take guest calls at any hour; urgent ones go to your team at once, marked urgent. How Una answers your rentals' phone.
Know each guest's booking and share door codes and check-in details only with verified guests. The check is the one a person at the desk would make: the name and stay dates, or the phone number on the booking plus the dates, never passport numbers.
Handle check-in help, early check-in and late checkout requests, stay extensions and extras. How check-in works.
Turn direct inquiries into bookings with a direct booking link. More on direct bookings.

Operations

Turn cleaning and maintenance requests into tasks for the right person. More on guest requests and tasks.
Run your own flows: Una asks the questions you set and sends the answers where you choose, such as telling cleaners about a same-day check-in or an early checkout.
Hand work off where your team already works: your CRM, Slack, WhatsApp or WhatsApp groups, or Telegram. Reporting "done" back to the guest is left to your managers.

Repeat guests

Reach out before and during the stay with early check-in, late checkout, stay extensions and extras.
Bring past guests back with personal offers to book direct, and fill gap nights with offers to people who already stayed with you.

Guest

We're here. I need help, how do I get into the room?

Una

At the self-service reception tablet, choose your language and tap "Check in now". Enter just your surname or booking number, and you'll then get your room code.

An example from a hotel with self check-in, shortened and translated.

Self check-in and access

Check-in and access is the main topic of rental conversations, and the main reason Una hands a conversation to your team. Arrival and self check-in instructions go out at any hour; what to write down for them is in our guest information checklist. When something needs hands, such as a code that doesn't work or a guest at the door without access, the case is marked urgent and passed at once to the person you choose. About 3 in 5 of these conversations go to your team, and that is intended: Una takes the questions, your team takes the problems.

Maintenance and cleaning

Maintenance is the second most common reason Una passes a rental conversation to the team. The request becomes a task for the right person, and the guest is told it is logged:

Guest

The Wi‑Fi is still not working.

Una

On your router the power and Wi‑Fi lights are on, but the internet light looks off, which usually means the line itself is not connected.

An example conversation, shortened.

If your PMS already has AI

PMS-native AI, such as AI-assisted replies inside your PMS, is useful for repetitive inbox questions, and for some operators it is enough. The gaps show up as a portfolio grows: who answers the phone, what happens when you run more than one PMS, how problems are escalated and checked, and whether your guest conversations stay yours if you change systems. Una works across your PMS inboxes, the phone and messaging channels, and escalates by your rules. Download your conversations and call recordings any time. As with people, only one agent should answer a given guest: either split properties between the two tools, or, better, use one solution, so the information and escalation paths are the same everywhere. Read: the five gaps PMS-native AI won't close.

Una and your PMS's scheduled messages

Your PMS keeps sending its scheduled messages: welcome, pre-arrival, check-out. When the guest replies, Una takes over the conversation, so scheduled messages and real answers work together. Need wording for those scheduled messages? Use our Airbnb message templates.

Will AI replace property managers?

No. AI takes the repetitive questions and the night shift; people handle what needs judgment or hands. Refunds, compensation, rate exceptions and changes that belong inside Airbnb or Booking.com always go to a person first. No invented answers: if your systems don't have the answer, Una says so and escalates. Every action is logged with the sentence that caused it, so a wrong answer is traced in minutes and the fix goes into the rule. Nothing happens beyond what you allow: bookings, cancellations and changes follow your own policies.

How to choose AI for your short-term rentals

Does it work inside your PMS inbox, or only on its own widget?
Does it answer the phone as well as messages?
Does it share door codes only with verified guests, and send access problems to a person at once?
Can it turn requests into tasks in the tools your team already uses?
Will it say "I don't know" and escalate, instead of guessing?
If you change PMS, can you take your conversations and settings with you?

Setup

Una answers on your website and QR code within minutes of subscribing, with a knowledge base drafted from your website for you to review. Connecting your PMS usually takes 5 minutes, and we guide you step by step. Phone and WhatsApp follow once you share access to your Twilio and Meta accounts: we add the number to Una, and Meta verifies your business, usually within 2–5 business days. There is nothing to build or configure: Una comes trained on hospitality operations, and your rules and tone are added as you go. Every plan includes a dashboard, call recordings and weekly reports. Works with: Guesty, Hospitable, Zeevou, Apaleo, Mews, Cloudbeds, Clock PMS+ and Profitroom. On the roadmap: Hostaway, Lodgify, Smoobu, Beds24 and others. All integrations: PMS integrations.