In April 2025, Airbnb introduced a new policy called the Off-Platform and Fee Transparency Policy, which will take effect on May 10, 2025. This policy aims to improve clarity about pricing and fees for users. It was created in response to feedback from guests who were concerned about unexpected charges and growing regulations regarding data privacy.
The update maintains the existing off-platform rules while adding new requirements. These changes are part of Airbnb’s effort to be more open and honest about the costs involved in using their service. Here are the key points of the new policy:
No Moving Bookings Off Airbnb:
Hosts are reminded that they cannot take reservations away from Airbnb. This means they should not encourage guests to book directly with them instead of through Airbnb, or offer special deals for doing so. They shouldn’t send links to other websites in their messages, and they should not cancel a reservation on Airbnb to rebook the guest privately. If a guest wants to extend their stay, they need to do it through Airbnb’s system. To put it simply, once a guest has booked a stay through Airbnb, hosts should not try to move them to book outside of the platform.
Fee Transparency – Disclose All Mandatory Fees Upfront:
Airbnb hosts are now required to show all extra fees right in the listing price. This means that costs like cleaning fees, pet fees, and charges for extra guests should be included in the price you see when browsing. If these fees aren’t included, it goes against Airbnb’s rules. For example, any additional charges like resort fees or linen costs need to be clearly shown when you look at the price. Hosts should combine any fees not specifically listed by Airbnb into the nightly rate. This new rule is designed to help guests see the full cost upfront before they decide to book a place.
No Undisclosed “Offline” Charges:
Airbnb has some important rules for hosts to follow. They cannot ask guests to pay extra money outside of the Airbnb platform. This means no cash, bank transfers, or PayPal payments for things like heating a pool or getting firewood, unless Airbnb specifically allows it. All payments should go through Airbnb, and any additional fees, such as cleaning charges, should be included in the total price when booking.
Limited Exceptions for Certain Hosts:
Airbnb has some specific situations where charging fees outside of their platform is allowed, especially for professional hosts and hospitality businesses.
- Software-connected Hosts:
Hosts using integrated property management software can collect certain mandatory fees off-platform only if disclosed in the Airbnb listing price breakdown. For instance, a vacation rental manager may charge a resort fee through their system, provided the guest is informed during booking. This requires Airbnb’s authorization. - Hotels and Traditional B&Bs:
Hotels on Airbnb can request a credit card for incidentals or collect optional fees like parking or minibar charges at check-in, provided these fees are disclosed upfront in the listing.
- Taxes:
In areas where Airbnb does not collect required taxes, hosts may collect those taxes off-platform, but must disclose this obligation in the listing. For example, if a local tax must be collected directly, it should be clearly stated in the listing for transparency.
Security Deposits Policy:
Airbnb has made a change regarding security deposits for most of its hosts. They have decided that most hosts cannot ask for a security deposit from their guests. Instead, Airbnb provides a protection plan called AirCover to help with any issues. Only in very specific situations—like certain types of hosts—can a security deposit be charged, and this must be clearly mentioned beforehand.
This means that most hosts in Australia cannot request cash deposits or payments through services like PayPal, as these requests go against Airbnb’s rules. Instead, if there are any damages or problems during a stay, hosts need to use Airbnb’s system to resolve these issues.
Reiterated Contact and Communication Rules:
The new policy includes strict guidelines about how we handle guest information and communication.
- No asking for contact info unrelated to the stay:
Hosts are not allowed to ask guests for their personal contact information, such as email addresses or phone numbers, before or after a booking for marketing reasons. For instance, it’s not okay to ask for someone’s personal email to send them welcome messages. All communication should take place through Airbnb’s messaging system to ensure privacy and security. - No external background checks by hosts:
Hosts are not allowed to ask guests for separate credit checks or copies of government IDs before they arrive, unless it’s required by law or specific building rules. If these requirements do exist, the hosts need to clearly mention them in their listings and follow privacy laws. For example, in Australia, if a homeowners association needs to register guests, hosts should let guests know in the listing description, in line with Airbnb’s rules. - Communicating Off-App:
Airbnb has introduced a new rule that allows guests and hosts to communicate through different methods, like phone calls or WhatsApp, but only if the guest asks for it or agrees to it. Hosts still need to follow all other rules, which means they can’t share contact information for future bookings or send unwanted messages. Additionally, hosts cannot force guests to use a specific app to communicate; it’s entirely up to the guest. Important information should still be shared through Airbnb’s platform.
No Off-Platform Reviews or Surveys:
The new rules say that hosts on Airbnb can’t ask guests to leave reviews on other websites or complete surveys outside of Airbnb. The only exception is for certain hotel partners who can conduct their own surveys. Generally, hosts should only ask for reviews through Airbnb’s website or app, as all feedback needs to stay within the Airbnb platform.
No Mandatory Third-Party Account for Access:
The policy now makes it against the rules to require guests to use another website or app to physically access the listing. Practically, this targets things like:
- Requiring guests to register on an external platform to get check-in instructions.
- Forcing guests to download a smart lock app or similar as the only way to enter the property.
All Airbnb listings must allow guests to enter without needing to create new accounts. If hosts use things like digital locks, they need to provide other ways for guests to get in, such as sharing keypad codes through Airbnb messages, without requiring them to sign up. There are exceptions if the law requires a registration, and this must be clearly stated before booking and used only for that purpose. Hosts can suggest optional apps that can improve the stay, but using them should not be mandatory.
In short, the new Off-Platform and Fee Transparency Policy updates the previous rules. It combines measures to prevent users from avoiding the platform with better pricing information. Airbnb’s goal is to ensure that all interactions and payments happen through their platform and that guests know all costs upfront, keeping in line with global trends and expectations for clear pricing.
Impact on Australian Hosts
These rules have a big impact on how people who rent out their homes connect with guests and manage their listings. Let’s explore what this means in practical terms, especially for hosts in Australia.
Transparent Pricing and Fewer Hidden Fees:
Hosts are now required to include all fees in the price of their listings, such as cleaning fees. This change makes it clearer for travelers and meets legal requirements in Australia. Instead of adding a cleaning fee when guests arrive, hosts should incorporate it into the overall listing price. While this might mean changing how you set your prices, it helps create a more open and trustworthy experience for guests. Since Australian consumers prefer prices that include taxes, this adjustment can lead to happier guests and protect hosts from any misleading pricing practices.
No More Off-Platform Deals or Side Agreements:
Many experienced hosts like to have guests return or set up their own booking websites. However, in Australia, it’s important to remember that if you book guests through Airbnb, they should be treated as Airbnb guests. It’s against Airbnb’s rules to ask for bookings outside of their platform, and doing so could get your account suspended. Instead, take advantage of Airbnb’s features for bringing back previous guests, like offering discounts or special deals. The competition in the Australian market is tough, and it’s not worth risking your account for the chance to save a bit on fees.
Communication: On-Platform and Documented:
If you’re hosting on Airbnb, it’s a good idea to keep all your conversations within the Airbnb messaging system. This way, both you and your guests have a record of everything discussed, which helps protect everyone involved. If a guest prefers to talk on the phone or through WhatsApp, make sure to confirm any important information by sending a message through Airbnb as well.
Before a guest books, you can only communicate through the Airbnb platform, as it’s designed to keep personal information safe. When welcoming guests, share important details using Airbnb’s messaging system either by typing them out or attaching a document. If you’re hosting visitors from other countries, Airbnb offers a translation feature that can be really useful. This highlights the importance of staying within the Airbnb messaging system for clear communication.
Verification and ID Collection:
Safety is important for hosts when welcoming guests, especially when it comes to checking IDs. In Australia, some hosts used to ask for identification when guests checked in. However, new rules now prevent them from asking for guest IDs outside of the official booking platform for personal reasons. If local laws require hosts to collect IDs, they need to mention this clearly in their listings. For instance, if a law in Western Australia says hosts must check IDs to confirm age, this should be noted in the listing description. If the law doesn’t require it, then asking for ID could go against Airbnb’s rules. Hosts are encouraged to trust Airbnb’s system, which verifies guest identities and includes reviews from other guests. While some hosts might feel uncertain about this change, they can still ask guests to confirm their names and ages after they have booked, but they shouldn’t ask for ID scans unless it’s necessary by law.
Adapting Third-Party Tools:
Hosts in Australia who manage several rental properties often use software systems to help with tasks like sending emails to guests or providing information about the property. With new rules set by Airbnb, it’s important for these hosts to check their technology to ensure they are following the latest guidelines. For example, they should turn off any features that automatically send payment requests to guests and make it optional for guests to download digital information about the property.
If hosts are using smart locks for self check-in, they might want to switch to using keypad codes or links instead. These changes mainly impact how efficiently hosts can operate their properties, as Airbnb prefers that hosts use their own tools for communication and guest checkout instructions. Hosts managing multiple properties should also connect with their software providers to ensure they are aligned with these new global guidelines.
Handling Money and Damage Claims:
In Australia, if you’re hosting guests on Airbnb, there are some important changes you need to know about how to handle damages and extra services. Now, if guests cause any damage to your property, you have to report it through Airbnb’s Resolution Centre instead of asking for cash. Airbnb provides a special program called AirCover that helps cover these claims if they meet certain requirements.
Additionally, if you’re offering extra services like airport pickups, make sure to process those payments through Airbnb as well. This keeps everything in line with their rules. To make it easier for your guests, you might want to think about including any optional services in your listing price or using Airbnb’s payment system.
Also, if you’re registered for GST, be sure to factor that into your pricing. Airbnb doesn’t automatically include this tax in your nightly rate, so it’s important to add it yourself to avoid any compliance issues.
Host Protections and Insurance:
One of the advantages of using Airbnb is that it offers a service called AirCover, which helps protect hosts from damages. However, this protection is only available if hosts follow Airbnb’s rules. If a host decides to operate outside of Airbnb’s platform and faces a problem, they might not get any help from Airbnb. By sticking to Airbnb’s guidelines, hosts can access benefits like reimbursement for damages and liability insurance. In places like Australia, where getting other short-term rental insurance can be expensive, using AirCover is a great way to save money since it’s free. Just remember, to take advantage of these protections, hosts need to play by the rules.
Competitive Advantage:
Hosts who follow the rules could benefit as Airbnb starts being more clear about fees. Those who have already been honest about their pricing won’t need to change anything, while others might need to increase their prices. Guests typically prefer to see all costs included upfront, which may lead to more satisfied visitors and better reviews. Airbnb’s search system now favors listings that show total pricing, which could help attract more guests, especially in Australia, where many travelers are unhappy about surprise cleaning fees. Being open about fees can make your listing more attractive.
Host Sentiment:
Recent changes in Airbnb policies have raised concerns among hosts, leading to some anxiety. Many hosts are worried that Airbnb is becoming too controlling, especially regarding how they communicate with guests and market their properties. For example, hosts can’t access guest email addresses to build direct relationships, which makes it harder to keep loyal customers. Professional hosts believe they can still create loyalty, but it has to happen within Airbnb’s platform by providing great service and using tools like “special offers” for returning guests.
On the other hand, many hosts with just one property find the new fees clear and feel it levels the playing field, especially those who are not making side deals. In Australia, many casual hosts are happy to use Airbnb as their only platform, while larger property managers may need to rethink how they operate.
Overall, Australian hosts should see these new policies as guidance for fair trading rather than simply restrictions. By keeping all communications through Airbnb and being transparent about prices, hosts can protect their accounts and appeal to guests who appreciate honesty. It’s important for hosts to adjust their listings, pricing, and how they communicate to follow these updated rules. In the next section, we will provide specific details about guest communication and fee disclosure.
Specific Rules on Guest Communication
Airbnb has specific guidelines for how hosts and guests should talk to each other. If these rules are not followed, there could be serious consequences. Here are the main communication rules for guests, explained in simple terms:
All Pre-Booking Communication Must Be on Airbnb:
Until a reservation is officially confirmed with a booking and payment, you cannot communicate with guests outside of Airbnb’s messaging system. Airbnb keeps personal information like phone numbers and email addresses private, so don’t ask for these details before a booking is made. It’s important to follow this rule. Any questions or arrangements before the booking should be done through Airbnb’s messaging platform. If guests ask for a video call before booking, just remind them that all conversations need to happen in the message thread.
No Sharing Links or Promoting External Sites:
When using Airbnb, it’s really important to keep all your conversations and arrangements within their website or app. You shouldn’t send guests links that would take them somewhere else for booking or chatting, like your personal website, Google Forms, or WhatsApp groups, especially if you’re talking about payments or plans outside of Airbnb. All discussions about the place you’re renting or your stay should happen in Airbnb’s messaging system.
Once a guest has booked their stay, you can share helpful links, like Google Maps to show them how to find your location or an online guidebook to help them during their visit. Just remember, these links should only provide information and not be used to move booking or payment away from Airbnb.
No Encouraging Off-Platform Bookings:
When dealing with booking platforms like Airbnb, it’s important to avoid saying things like “I can offer you a better price if you book directly with me” or suggesting discounts for future stays. These types of comments can cause problems, as Airbnb doesn’t allow hosts to encourage guests to cancel their bookings or to book outside of their platform. It’s best to keep all offers within Airbnb and use their special features for any price changes.
Using Airbnb’s Tools for Contact Info Exchange:
When a booking is confirmed, Airbnb shares important contact details between the host and the guest, like phone numbers and a special email address. These details should only be used for important conversations related to the stay, such as figuring out how to pick up the keys. Hosts should not use a guest’s contact information for marketing or to add them to mailing lists. It’s a good idea to keep most communication through Airbnb’s messaging system, so there’s a record of everything, and only use the shared contact details for urgent matters.
Alternative Communication Channels (Post-Booking):
If a guest wants to chat using a different app, like WhatsApp, Airbnb lets you do that, but there are some important things to keep in mind. First, make sure the guest’s reservation is confirmed. It’s a good idea to check with them through Airbnb’s messaging system to confirm they want to switch to WhatsApp. This way, you’ll have a record showing that the guest asked to make the change.
Even when you’re chatting on WhatsApp or talking on the phone, avoid discussing payment details or anything that goes against Airbnb’s rules. After any important discussions, it’s smart to send a quick message using Airbnb’s platform to summarize what you talked about. For example, you might say, “As we discussed on the phone, you’ll be arriving at 5 PM.” This helps protect you if any issues come up and shows that you’re being open with Airbnb.
Also, if the guest hasn’t asked to use a different app, don’t suggest it yourself. For instance, avoid sending a message right after they book that says something like, “Let’s chat on Slack” or “Can we email instead?” Airbnb might see this as trying to move the conversation away from their platform, which isn’t allowed.
No Unrelated or Irrelevant Info Requests:
When hosting guests, only ask for information relevant to their stay. Avoid personal questions about social media, jobs, or sensitive documents like credit reports or Social Security numbers, as these can make guests uncomfortable and may violate Airbnb’s rules. Instead, focus on practical questions like, “What time will you be arriving?” or “Do you need the sofa bed made up?” Never request a driver’s license photo unless legally necessary.
Rules on Guest Identity Verification:
Hosts cannot ask guests for ID photos or selfies for verification, except if required by law. Airbnb handles identity verification for many guests. If you’re uncomfortable with an unverified profile, adjust your settings to only accept verified guests. Collecting ID information directly is not allowed unless local laws require it; in that case, inform guests in your listing that IDs will be checked at check-in..
Do Not Solicit Reviews or Feedback Off-Platform:
After guests check out, it’s important to ask for reviews only through Airbnb’s official system. Avoid requesting reviews on other sites like Yelp or Facebook, and don’t use surveys outside of Airbnb. Guests will automatically receive a prompt to leave a review. You can send a friendly message via Airbnb thanking them and expressing your appreciation for an Airbnb review, but stay within the platform for all communications.
Professional Tone and Record-Keeping:
Keep messages polite and on topic so Airbnb can review them if needed. This demonstrates professionalism and ensures you stay within the rules.
To avoid confusion with guests and stay on the right side of Airbnb’s rules, hosts should follow some simple communication guidelines. This means using Airbnb’s platform for all important conversations, not trying to get personal contact information or make deals outside of the platform, and being open about everything.
Find out more: Important Information for Hosts About Costs, Rules, and Regulations
In the second part of our series, we explain the key updates that every host needs to know. This includes essential details about fees, penalties, and compliance, which are crucial for running a successful hosting experience.
✅ Fee Disclosure and Pricing Transparency Requirements
✅ Enforcement and Penalties for Non-Compliance
✅ Real Host Feedback & Common Concerns
✅ Actionable Tips to Stay Compliant (and Keep Your Listing Safe)
📅 Stay tuned for Part 2, which will be released next week — you won’t want to miss it! Follow us or subscribe to be the first to get updates when it goes live. Let’s ensure your Airbnb hosting experience is easy and up-to-date in 2025!
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