When you open a guest conversation in Hospitable, you’ll see more than just messages. Hospitable automatically displays key guest and reservation details next to the conversation so you can quickly understand the context of each booking.
This information helps hosts manage communication, prepare for arrivals, and keep track of reservation details without leaving the inbox.
What Information Is Shown In The Conversation Panel
The conversation panel includes the following details about the guest and their reservation:
Guest name and profile picture
Pulled directly from the booking platformGuest Reviews
Shows the guest’s total review count and most recent reviews from previous hosts, when their Airbnb profile visibility allows it. See Airbnb guest profile visibility below for details.
Reservation dates
Check-in and check-out datesCheck-in and check-out times
The scheduled arrival and departure timesListing and property
The specific property the guest bookedNumber of guests
The total number of people included in the reservation, broken down into adults, children, and infantsNumber of pets
Helps you prepare if pets are included in the stayBooking source
Airbnb, Agoda, Vrbo, Booking.com, iCal import, Direct booking, or manual entryReservation status
For example: confirmed, pending, or cancelledContact information
Guest email or phone number, when availablePayout currency and amount
Provided by the booking channelSpecial requests or notes
Included when shared by the platformAI Summary
A brief summary of the guest, based on reviews given by the guest as well as reviews given to the guest by previous hosts.
Airbnb Guest Profile Visibility
Guests control how much of their Airbnb profile is shared with hosts. They manage this setting in Airbnb under Account → Privacy & sharing.
Anyone (default): Hospitable receives the guest’s profile photo, verified name, and reviews from previous hosts. This information is also used for the AI Guest Summary.
People you travel with or Only hosts and connections: Hospitable receives only the guest’s name and profile photo. Reviews, About details, verifications, and the AI Guest Summary are unavailable for that reservation.
When profile or review data is missing from a reservation, it is usually due to this guest-controlled setting rather than an outage. Neither hosts nor Hospitable can override it.
Profile visibility can change between stays. A guest with restricted visibility on one reservation may have more profile information available on a future reservation if they change their setting.
Platform-Specific Differences And Limitations
The details available in Hospitable depend on the booking platform. Each platform shares different information and may apply restrictions.
Airbnb
The guest’s profile picture, verified name, and review count are available when their Airbnb profile visibility is set to Anyone (the default).
Restricted Airbnb profile visibility is uncommon. When a guest selects People you travel with or Only hosts and connections, Hospitable receives only their name and profile picture. Reviews, verifications, and the AI Guest Summary remain empty for that reservation. Guests control this setting on Airbnb. Neither hosts nor Hospitable can override it.
Phone number and email are only shared after booking confirmation and when Airbnb requirements are met
Hosts must complete Airbnb’s host attestation form to access certain contact details
Guest contact details (such as phone number) may be removed from Hospitable if a reservation is cancelled and Airbnb removes the information on their end.
Vrbo
Guest name and email address are available after confirmation
Profile photos are not provided
Payout details may be limited
Booking.com
Booking.com email addresses use a proxy format, such as @guest.booking.com, rather than the guest’s personal email address.
Booking.com does not currently share phone numbers with Hospitable through its connectivity channel. This is a change that has applied since September 28, 2026 globally and is an intentional Booking.com security measure. A missing Booking.com phone number does not indicate an outage.
Direct bookings
All details are provided by you or the guest during booking
Full editing is available within Hospitable
Imported iCals
Conversation threads are only created for reservations imported via a connected iCal if the reservation import includes an email address for the guest.
If there is no email address, no conversation thread will be created in the inbox.
Hosts can manually add an email address to the reservation details from the Calendar.
Go to your Calendar
Find and select the booking in question
In the right-hand side bar that opens up, click Edit reservation
Input the guest's email address into the relevant field
Save your changes
All other details, not shared by the iCal import, must be manually added on Hospitable.
What Guest Details You Can and Cannot Edit On Hospitable
Some fields can be updated directly in Hospitable, while others are controlled by the booking platform.
Editable in Hospitable
Internal notes
Guest name (including nicknames)
See more here: Setting a guest nicknameDirect booking details (name, email, phone number, guest count, dates)
Check-in and check-out times
See more here: Changing the Check-in or Check-out Time For a Particular Reservation
Not editable in Hospitable
Reservation dates for Vrbo and certain Booking.com reservations.
See more here: Altering Reservations From Airbnb, VRBO, or Booking.comPayment and payout information
Except for manual or imported iCal bookingsReservation status
Guest contact details (phone number and email from booking platforms)
💡 Tip: If something looks wrong in the guest details and it came from a booking platform, always update it there. Hospitable will automatically refresh the details once the platform updates.
Booking.com exception: Updating a guest’s phone number on Booking.com does not guarantee that the number will appear in Hospitable, as Booking.com doesn't transmit phone numbers to connectivity partners.
Platform Comparison Table
Field / Feature | Airbnb | Vrbo | Booking.com | Direct Bookings | iCal imports |
Guest name | ✅ (synced) | ✅ (synced) | ✅ (synced) | ✅ (editable) | ✅ (editable) |
Profile picture | ✅ when guest profile visibility = "Anyone"; the default) | ❌ | ❌ | Optional (editable) | ❌ |
Contact info (email/phone) | ✅ (after confirmation) | ✅ (after confirmation) | ✅ (Proxy email, near check-in, no phone number) | ✅ (editable) | ✅ (editable) |
Reservation dates | ✅ (read-only) | ✅ (read-only) | ✅ (read-only) | ✅ (editable) | ❌ |
Check-in & Check-out Times | ✅ (editable) | ✅ (editable) | ✅ (editable) | ✅ (editable) | ✅ (editable) |
Number of guests | ✅ (read-only) | ✅ (read-only) | ✅ (read-only) | ✅ (editable) | ✅ (editable) |
Reservation status | ✅ (read-only) | ✅ (read-only) | ✅ (read-only) | ✅ (editable) | ✅ (read-only) |
Payment & payout info | ✅ (read-only) | ✅ (read-only) | ✅ (read-only) | ✅ (editable) | ✅ (editable) |
Special requests/notes | ✅ (when shared) | ✅ (when shared) | ⚠️ Sometimes | ✅ (editable) | ✅ (editable) |
Internal notes (for host) | ✅ (editable) | ✅ (editable) | ✅ (editable) | ✅ (editable) | ✅ (editable) |
The Guest AI Summary
On the right side of the conversation thread, you will see an AI summary of the guest's likes, dislikes, as well as any other important pieces of information, summarized from reviews given by the guest to other hosts, as well as the reviews that previous hosts gave the guest.
The AI Summary specifically analyses the last 5–10 reviews left by and about the guest. It tries to pick up nuances about things the guest liked or disliked during other stays, so hosts can tailor the experience.
It does NOT:
• Pull data from booking platforms other than Airbnb and Direct, or cross-reference guest accounts across platforms
• Use booking data, conversation history, or Knowledge Hub content (those are used by other AI features like Suggest with AI and Auto Reply, not the Summary)
Availability: The AI Summary remains empty when a guest restricts their Airbnb profile visibility because Airbnb does not share their reviews with Hospitable. See Airbnb Guest Profile Visibility above.
Accuracy: The AI Summary may include incorrect information when there are too few reviews or the reviews lack detail. Always cross-check the summary against Guest Insights / Reviews in the conversation sidebar.
When a Guest Shares Their Email Address in a Message
If a guest includes their email address in a message, Hospitable will automatically detect it and update the email in the guest profile. The updated email will appear in the Guest Profile section at the top of the conversation.
This behavior applies to Airbnb, Vrbo, and Booking.com reservations only. For direct and manual bookings, guest details can already be edited at any time.
How booking platform sync affects email updates
Hospitable regularly syncs reservation details from booking platforms. For Airbnb, Vrbo, and Booking.com reservations, this can affect email updates.
If a guest shares a new email in a message, Hospitable will update the profile in the Hospitable conversation thread
This information is not pushed back to the booking platform!
The next sync with the booking platform may overwrite that email with the original one on file
Manual updates to the email in Hospitable may also be reverted during sync
For Airbnb, Vrbo, and Booking.com reservations, guest email addresses are controlled by the booking platform and may overwrite changes made in Hospitable.
How to update a guest’s email address
If a guest wants to update their email for a reservation from Airbnb, Vrbo, or Booking.com:
Ask the guest to update their email directly on the booking platform (for example, in their account settings or reservation details)
Hospitable will sync the updated email automatically
Changes made only in Hospitable are not permanent for these reservations, as the booking platform data takes priority.
🚨 Always direct guests to update their email on the booking platform for Airbnb, Vrbo, and Booking.com reservations. Changes made only in Hospitable will be overwritten during the next sync.