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Airbnb: Why don't my new Airbnb reservations show the guest's real phone number?

Victor Vela Vallejo
  • Updated

Answer

For Airbnb reservations accepted on or after October 26, 2026, Airbnb no longer sends the guest's real phone number to Hostaway or to any other software hosts use. This is Airbnb's decision. Reservations accepted before October 26 keep the phone number already in Hostaway, and you can still see guests' phone numbers in the Airbnb app.

Instead, Hostaway receives a temporary phone number from Airbnb when your listing is in the US or Canada, and you and your guest both have a phone number and live in the same country. Calls and SMS to the temporary number reach your guest. It stops working 48 hours after checkout, or as soon as the reservation is canceled. For all other Airbnb reservations, such as guests from another country, Hostaway receives no phone number.

Solution

Most things keep working without any change:

  • Door codes: if your door codes use the last 4 digits of the guest's phone number, they keep working. Airbnb sends Hostaway those 4 digits directly.
  • SMS: manual and automated SMS from Hostaway reach guests who have a temporary number, and their replies arrive in your Inbox.
  • Calls: Hostaway sends Airbnb the phone number from your listing's Owner Contact and Invoicing section and the Hostaway number used to send your SMS, so Airbnb recognizes you when you call a guest from either one. If you call from another number, Airbnb asks you to enter the reservation confirmation code first.

What does not work:

  • WhatsApp: temporary numbers support only calls and SMS, so WhatsApp messages are not delivered. To message a guest on WhatsApp, copy their number from the Airbnb app.
  • Guests with no phone number: SMS and WhatsApp automations are not sent to them.
  • SMS after the stay: SMS sent more than 48 hours after checkout are not delivered.

Steps

  1. Go to Listings and select the listing.
  2. Open Owner Contact and Invoicing.
  3. Make sure the Phone number field is the number you use to call Airbnb guests.
  4. Review your SMS and WhatsApp automations. For guests who have no phone number, send the same messages through Airbnb messaging or email.

For more details, see Airbnb's help article.