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 platformReservation 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.
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
Guest profile picture, verified name, and number of reviews are available
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
Phone number and email are typically only visible shortly before check-in
Email addresses use a proxy format (for example, @guest.booking.com) rather than the guest’s personal email
Direct bookings
All details are provided by you or the guest during booking
Full editing is available within 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.
Platform Comparison Table
Field / Feature | Airbnb | Vrbo | Booking.com | Direct Bookings | iCal imports |
Guest name | ✅ (synced) | ✅ (synced) | ✅ (synced) | ✅ (editable) | ✅ (editable) |
Profile picture | ✅ | ❌ | ❌ | Optional (editable) | ❌ |
Contact info (email/phone) | ✅ (after confirmation) | ✅ (after confirmation) | ✅ (limited, near check-in) | ✅ (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 bits of information, summarised 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)
🚨 The AI can hallucinate items when there aren't enough reviews, or detailed enough reviews to build a summary from.
Always cross-check the AI Summary against the actual Guest Insights / Reviews in the thread 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.