What You’ll See
If you co-host on Airbnb, replies you send from SympleHost may appear in the Airbnb thread under someone else’s name: the person whose Airbnb account owns the listing.
For example, Alex owns the listings on Airbnb, and Maya is a co-host who looks after the guests. When Maya replies from SympleHost, the guest sees Alex’s name on the message, not Maya’s.
Your messages still reach the guest normally. Only the name shown on them is different.
Why This Happens
Airbnb decides who appears as the sender, not SympleHost.
- Airbnb shows replies sent from SympleHost under the Airbnb account the listings belong to.
- SympleHost can’t choose or change the sender name that Airbnb shows.
- This still happens when a co-host is the main host on the listing.
What Not to Do
It can be tempting to change the connection or the profile to fix the name. Don’t:
- Don’t reconnect Airbnb under the co-host’s account. The listings belong to the owner’s account, so they stay connected through it.
- Don’t rename the listing owner’s Airbnb profile. It’s the owner’s own host profile.
Workaround: Sign Your Messages
The simplest fix is to tell guests who is writing. Add your name at the end of your messages, for example – Maya.
Replies You Send from Messages
When you reply to an Airbnb guest in Messages, end the message with your name. If several people on your team reply to guests, ask each person to sign their own replies.
Automated Messages
Add a sign-off to each automation template that goes to Airbnb guests:
- Go to Messages and open the Concierge tab.
- In the left menu, under Scheduled Messages, click Automation templates.
- Open a template that goes to Airbnb guests.
- At the end of the message, add your sign-off, for example “Warm regards, Maya”.
- Save your changes.
- Repeat for your other templates that go to Airbnb guests.
Use a name, or a team name such as “The Villa Team”, that matches the person guests expect to hear from.
💡 Tip: You can also mention it in your first message to new guests, for example: “You’ll sometimes see Alex’s name on our messages. That’s how Airbnb shows replies from our booking system. It’s still me, Maya, looking after your stay.”
Frequently Asked Questions
Are my messages still delivered?
Yes. The guest receives every message as usual. Only the name Airbnb shows next to it is different.
Can SympleHost show the co-host’s name instead?
No. Airbnb chooses which name to show, and SympleHost can’t change it. Signing your messages is the best workaround.
Key Takeaways
- Airbnb shows messages sent from SympleHost under the account that owns the listing
- SympleHost can’t change the sender name, and messages still reach guests normally
- Don’t reconnect Airbnb under a co-host’s account or rename the owner’s profile
- Sign your replies, and add a sign-off to your Automation templates that go to Airbnb guests