Airbnb’s Off-Platform Policy Explained: What Hosts Need to Know

Airbnb has announced a significant update to its Off-Platform Policy, effective May 2025. This change signifies a firmer stance on how hosts communicate with guests, particularly regarding bookings that occur outside the Airbnb platform. 

If you’re an Airbnb host, understanding this policy update is essential to avoid penalties and protect your business.

Here’s what is changing, why it matters, and how you can stay compliant.

What is Airbnb’s Off-Platform Policy?

Airbnb’s Off-Platform Policy governs how hosts and guests communicate before a booking is confirmed. Specifically, it prohibits any attempts to circumvent or redirect conversations or transactions outside of the Airbnb platform. 

According to Airbnb, the goal is to ensure user safety, maintain trust in the platform, and provide protections like secure payments and AirCover.

What’s Changing in May 2025?

Beginning in May 2025, Airbnb will make significant changes to its Off-Platform Policy. Likewise, the platform intends to tighten enforcement of this policy. 

The update includes a few critical changes. Here is a very quick summary of the changes:

1. Hosts are not permitted to communicate with guests on any other platform, nor are they allowed to encourage or solicit guests to make a booking directly or through another platform.
2. Hosts cannot collect security deposits, ID documents, and waivers outside of Airbnb.
3. Hosts can no longer list any additional fees (such as cleaning, resort, or pet fees) in the listing description.
4. Hosts cannot request emails or contact information from guests for marketing or rebooking purposes.
5. Hosts must not use guest portals and guidebooks that are linked to external content or require a login.
6. Hosts cannot solicit reviews on off-platform sites (E.g., Google, TripAdvisor).

For a more detailed breakdown of each of these bullet points, we have summarized the changes as accurately as possible below. 

1. Stricter Prohibition of Off-Platform Communication

In Airbnb’s own words: ‘Moving current, future, or repeat bookings off of Airbnb’.

What does this actually mean?

This is the most self-explanatory of the updates, and one that hosts can easily avoid for the vast majority of them. The goal of this particular change is to ensure that Airbnb does not simply become an advertisement for listings, but a platform where those looking for accommodation options can make their bookings. 

With this change, hosts are prohibited from: 

• Asking guests to book through another platform or website, including direct bookings.
• Encouraging guests to do so with the promise of discounts or other offers.
• Suggest communicating outside of Airbnb before the booking is confirmed. This includes emails, text messages, calls, or messages on apps like WhatsApp.
• Share direct contact information (e.g., phone number, email, social media handle) in messages, listing photos, or descriptions.
  

While some hosts may think they can get away with this, even subtle references, such as a website URL embedded in an image or mention of a direct booking option, can now be flagged as violations. 

Airbnb’s goal here is to keep all bookings on Airbnb.

2. Mandatory Fees Must be Listed 

In Airbnb’s own words: ‘Failing to disclose reservation fees at the time of booking’.

What does this actually mean?

Airbnb’s primary goal here is to ensure that the price listed at checkout accurately reflects the total for a booking. The mandatory fees that are listed on Airbnb include:

• Utility fees, extra guest fees, pet fees, resort fees, management fees, homeowners association fees, certain taxes - for taxes that hosts must collect (tourist taxes, for example), these must be included in the description

With this change, hosts must: 

• Include all mandatory fees in the applicable pricing fields. If there is no match, the fee must be added to the nightly price figure. Hosts cannot hide these mandatory fees in any way. 
• Use the ‘Change reservation’ option for modifications made to bookings.
• Must mention if there is a security deposit required. Security deposits are generally not permitted on Airbnb, only in certain circumstances. 

3. Blocking Off-Platform Payments

In Airbnb’s own words: ‘Payment for any reservation fee off of Airbnb’.

What does this mean?

As with communications outside of Airbnb, this change aims to consolidate all core functions within the Airbnb platform. Airbnb’s primary goal here is to ensure that all payments are processed through their systems.

Hosts cannot request payments for items such as security deposits, parking fees, taxes, and cleaning fees through any other platform. Likewise, hosts cannot collect optional fees, such as for heating pools or airport transfers, in any other way than directly through Airbnb.

For hosts who use specific software that connects to Airbnb, such as a dedicated Channel Manager like Smoobu, you may still collect payment for mandatory fees and security deposits. 

The rule here is simple: if guests need to pay for something related to their reservation, it must be done through Airbnb and only on Airbnb. Nowhere else.

4. Guest Contact Info Is Off Limits

In Airbnb’s own words: “Asking guests for, or using, contact or identity information in ways unrelated to their stay, or that compromise the quality of their stay.”

What does this actually mean?

As a host, you cannot collect, share, or use any guest contact information for marketing or communication purposes outside of Airbnb. This means you cannot take a guest's email, phone number, social media details, or any other form of personal communication and send them information that is not directly related to their stay.

Of course, you can still contact them with any information they need about check-in, check-out, and other essential details for the duration of their stay at your Airbnb. You can also still respond to any of their messages as per usual.

What you cannot do is the following:

• Collect any info before booking. Bookings must be completed before any type of contact is made or any details are collected.
• Ask guests for any contact info (phone number, email, etc) through Airbnb. All communications with guests must be conducted through Airbnb’s messaging system. 
• Asking for or using contact information for background or credit checks.
• Asking guests for copies of their IDs before arrival, unless it is for legal or compliance reasons. 
• Marketing to guests or selling and sharing their contact information for marketing purposes.  

This rule change means that, as a host, you must contact guests through Airbnb’s messaging system. Guests must confirm whether they wish to be contacted or prefer to be contacted by an alternative form of communication.

5. No Off-Platform Surveys or Reviews

In Airbnb’s own words: “Taking people off the Airbnb platform for feedback and reviews”.

What does this actually mean?

Essentially, Airbnb is telling hosts that they can only request reviews from Airbnb. Hosts can no longer request feedback on any other platform, such as Google or in surveys. Airbnb has always sought to ensure transparency through its reviews, and this new policy is its way of enforcing this commitment. 

6. No Mandatory App Downloads or Website Sign-up for Access

In Airbnb’s own words: “Requiring guests to use other websites or apps to physically access their listing”.

What does this actually mean?

Hosts can no longer require guests to download a third-party or proprietary app or use some other website to access the property. For example, if you use a smart lock system or another form of self-check-in, Airbnb guests must be able to collect keys or access the property without needing to download an app or sign up for any other website. 

However, it is essential to note that you can still use keyless entry apps, but they must be optional and not require any additional download or sign-up process. This is crucial to consider if you are contemplating incorporating one of these software solutions into your business.

What are the punishments for breaking this policy?

Airbnb has stated that in the event of repeat and severe violations, hosts who infringe upon these rules could have their listings removed from the platform and their accounts permanently deactivated. 

We cannot say for certain if the punishment for breaking these rules will be the same, but Airbnb’s stance on the matter appears to be that it is at their discretion to enforce this policy, and they can impose sanctions as they see fit. 

Are there any exceptions to these rules?

Yes, there are exceptions to each of these rules. Airbnb has differentiated itself from hotels and its hosts. Hotels, in line with their business model and everyday operational practices, can still operate as usual even if it may seem counter to the above conditions. For hotels and those wondering about exceptions, we recommend reading the following article carefully. 

Why Airbnb Is Making These Changes

Airbnb has long supported the growth of short-term rental businesses. Still, some operators have taken this opportunity to build vast networks of listings—sometimes thousands—while steering guests off the Airbnb platform.

Some companies have utilized Airbnb to acquire new guests, only to shift those guests to their own apps and ecosystems subsequently. This undermines Airbnb’s business model, which relies on repeat bookings through its platform.

These policy changes are a way to combat this process of “off-platforming,”. Likewise, much of what is being done here aims to protect guest data, retain user engagement, and centralize control.

What Hosts Should Do Now

These changes are non-negotiable, and failure to comply could put your hosting account at risk. To adapt, Airbnb hosts should:

• Audit listing descriptions, photos, and messages, and remove any contact details or references to off-platform services. 
• Avoid asking guests to move conversations to external platforms or apps before booking.
• Use Airbnb’s built-in messaging system for all guest communication pre-booking.
• Stick to Airbnb’s platform for sharing key details (check-in instructions, Wi-Fi, etc.)
• When managing multiple platforms, work with an Airbnb-approved Channel Manager, such as Smoobu, to streamline your operations.

Final Thoughts

Airbnb’s updated Off-Platform Policy marks a significant shift in its enforcement of rules. While this may necessitate adjustments for some hosts, it also presents an opportunity to enhance transparency, mitigate risk, and foster trust with guests.

For hosts operating across platforms or building direct booking channels, now is the time to carefully review your communications and ensure full compliance.