Airbnb has strengthened its off-platform payment policies, prohibiting hosts from collecting any payments and fees outside the platform's payment system. All mandatory charges—including cleaning, pet, and resort fees—must now be disclosed and included within Airbnb's pricing fields at booking time.
The updated policy also restricts hosts from requiring guests to register on external websites or install third-party applications to access listings.
These changes aim to increase transparency and simplify the booking process, ensuring guests see the full cost upfront while keeping all transactions within Airbnb's secure system.
Hosts must immediately review their listings to ensure compliance with these requirements, as requesting payments through external methods such as direct transfers, cash, or third-party apps is no longer permitted under any circumstances.
Airbnb Compliance Guide for Hostaway Users
Important Practices to Avoid
Off-Platform Booking
Do not include links, messages, or discounts that direct guests to book outside Airbnb
This applies to guest portals, third-party guidebooks, and photo watermarks
Never cancel and rebook guests to avoid fees
Do not extend stays by creating new direct bookings
Note: Airbnb is using AI technology to enforce these policies
Payment Processing
All payments must be processed through Airbnb's "Change Reservation" tool
Exception: Mandatory deposits, fees, or taxes can be collected through Hostaway if properly disclosed
Optional upsells can be offered, as long as they are properly disclosed in the listing description fields
Fee Transparency
Disclose all mandatory fees in Airbnb's pricing fields
If pricing fields are unavailable, include fee information in the listing description
This includes security deposit amounts and any fees collected via Hostaway or other platforms
Guest Screening Protocols
Only request the guest ID if required by law or building regulations
Disclose ID requirements in your listing
Do not request ID uploads before the booking is confirmed
Only send verification links after the booking is complete
Contact Information Usage
Only collect guest emails and phone numbers after check-in and with explicit consent
Use the guest check-in form or tools like StayFi for collection
Do not automatically enroll guests in marketing communications
Review Collection
Do not solicit reviews through external surveys, links, or forms
All reviews should be collected through Airbnb's platform
Property Access Requirements
Guests must be able to access the property without installing apps
Exception: App requirements that are legally mandated and disclosed in the listing
Web-based solutions like Touchstay are acceptable for guidebooks
Recommended Compliance Practices
Regular Listing Audits
Ensure all fees, access information, and ID requirements are properly disclosed
Remove Promotional Elements
Eliminate branding, links, or watermarks that could be interpreted as promoting direct bookings
This applies to listings, guest portals, and guidebooks
Automation Timing
Configure Hostaway automation to trigger forms, guidebooks, and messages only after booking
Third-Party Integration Review
Ensure all third-party workflows meet Airbnb's timing and language requirements
When Uncertain
Keep all communication and transactions within Airbnb
Ensure all requirements are clearly stated in the listing description
