Airbnb just rolled out the latest update to its Off-Platform Policy, effective May 10, 2025. Here’s what every host needs to know to avoid suspension or delisting:
1. Collecting Guest Contact Information
Airbnb now prohibits:
- “Asking guests for contact information prior to booking; all guest communications prior to booking must be on Airbnb”
- “Soliciting guests for their email, mailing address, or other communications channels using the Airbnb messaging system or email alias after a booking”
- “Selling, sharing, or using guest contact information for marketing communications or signing guests up for contact list”
What this means:
Airbnb is doubling down on keeping bookings and communications inside its ecosystem:
- Hosts can’t ask for guest emails or phone numbers in Airbnb messages
- Hosts can't require email for check-in
- Airbnb's AI scans all messages for:
- Email addresses or phone numbers
- External links or "Book direct" language
- Payment requests outside the platform
- Links to other websites
Impact:
Standard practices like collecting contact info for future marketing (if done through Airbnb messages) could get you penalized or removed. However, third-party tools that collect emails after check-in (and outside Airbnb messages) still appear to be compliant, as long as the guest opts in voluntarily.
2. Fee Transparency
Airbnb now prohibits “Failing to include any mandatory fees in the pricing fields provided by Airbnb or otherwise causing the total price at checkout to be inaccurate” and that “All mandatory fees must be disclosed in the appropriate fee field or the nightly price if there is no applicable fee field.”
What this means:
Airbnb wants all required fees shown upfront:
- Mandatory fees (cleaning, pet, resort, extra guest, HOA) must be entered into Airbnb’s fee fields.
- If Airbnb doesn’t offer a field for your fee, hosts need to include it in the nightly rate.
- You can’t message the guest about it later or charge them off-platform.
Impact:
Hosts should check all listings to make sure they follow Airbnb's pricing rules, especially for unusual or local fees. This seems to tie directly into Airbnb’s bigger move toward price transparency, see Airbnb Now Shows The Total Price Upfront Worldwide.
3. Upsells
Per Airbnb: “Requesting, sending, or receiving payments outside of Airbnb is prohibited. This includes the cost of the reservation and fee payments related to reservations (e.g., optional fee to heat the pool).”
What this means:
- Extra charges like pool heating or parking must be paid through Airbnb
- It's unclear if other services not tied to the reservation (like grocery stocking, early check-in, massages, etc.) can be charged separately and off-platform. This is causing confusion for hosts who make money from these add-ons.
4. Off-Platform Review Requests Banned
Airbnb says: “You may not ask guests to review an Airbnb stay on a non-Airbnb website or fill out a survey regarding an Airbnb stay on a non-Airbnb website (such as a form off of Airbnb) unless you are an approved hotel partner. These actions take valuable input about a guest’s stay away from the Airbnb community. We want guests to share their feedback directly on Airbnb so that other guests may benefit from their insights.”
What this means:
Hosts cannot request feedback or reviews through external tools, feedback cards, or surveys. Even in-house forms and paper surveys are out.
Implication:
Hosts lose access to the private feedback channels that many used to fine-tune their service. Hosts will need to rethink your review and feedback strategy.
5. Third-Party Tool Restrictions
Airbnb now prohibits: “Asking guests to create a separate account or register on another website besides Airbnb.com for purposes of gaining entry to a listing” and “Asking guests to install a third-party app to access a listing”
What this means:
- Hosts can't require guests to download apps, sign up on other websites, or create separate accounts to access the property
- Smart-lock or concierge apps must be optional; guests need a way to access the home without creating another account
Impact:
This hits larger operators hardest—especially those who depend on apps to control access. We expect to see a broader shift toward dual-access systems: one version safe for Airbnb, and another full-featured one for direct bookings. Hosts should immediately review and simplify their access instructions and onboarding workflows.
Who’s Exempt?
Hotels, serviced apartments, and API-connected property managers have more flexibility under these policies.
Bottom Line
This isn’t a minor update—it’s Airbnb strengthening control over its platform. If you rely on off-platform tools, upsells, or contact collection, you must audit your entire workflow—right now. Hosts should double-check your listings, message templates, and access instructions to avoid policy violations that could get you delisted.
