Airbnb says it is building an AI agent to help guests plan and book trips and plans to begin rolling it out in the first half of 2027.

The big change

  • The proposed agent would combine trip planning and actions within Airbnb.
  • Today’s support assistant handles a different job: helping with questions and connecting people to support when needed.
  • Hosts already have AI-assisted messaging tools, although availability depends on their rollout.

A trip interface still in development

In its third-quarter results, Airbnb said its planned interface would assemble maps, photos, comparisons and itineraries around a traveler’s request, with a longer-term goal of bringing stays, services and experiences together.

Airbnb envisions travelers comparing options together and getting help with reservation changes or refunds. Launch markets, initial actions, approvals and pricing remain unspecified.

What support does today

The current Airbnb Support AI Assistant is for support conversations. Airbnb says it draws on help articles and relevant account or reservation information to answer routine questions. For a cancellation question, for example, it may use the reservation details and show an action card that directs the guest toward a next step.

The company cautions that the assistant can provide inaccurate or irrelevant information. Its help page says a user can ask to connect with a person and continue by message or phone.

Airbnb says roughly 40% of all Q3 support issues were resolved without a human agent, including cases that did not begin with AI. This does not measure resolution quality.

Tools on the host side

A separate host messaging guide, published in May, describes AI-generated replies to common guest questions using listing details. Airbnb says the reply identifies the company as sender and a host can delete it and send another. The same guide says messaging upgrades were rolling out over the following months; it does not establish access for every host.

Airbnb’s AI feature explanation also describes suggested host replies and possible actions in conversations. These tools assist an existing host workflow. Generated answers can still require checking.

The same page says Airbnb may use personal information to develop and improve the models behind its AI features and explains available data controls.

BIG CHANGE has not tested the planned agent.