Not sure when this got implemented but we just noticed there are no more “@guest.airbnb.com” email addresses listed on the reservation details panel. @Airbnb what is the reason behind this? Whatever the stated reason, this takes more control away from hosts of their business. When hosts are successful, Airbnb is successful, it's a symbiotic relationship, not a parasitic one.
I called Airbnb support about this since it was a shock, and at first the support person was confused, but then confirmed that Airbnb is now requiring ALL communication to happen on-platform (very inconvenient) and it now seems to be a violation of "Airbnb’s Off-Platform Policy" to ask for email address or communicate off-platform in any way.
I can understand not wanting hosts to communicate with guests outside Airbnb's platform prior to booking, but there are legit reasons to communicate off-platform, such as
- convenience! it's easier to send an email most of the time.
- sending legal documents / HOA agreements.
- sending sensitive info like entry codes, etc.
We do 99% of guest communication on-platform (for a variety of reasons) but we have never provided entry codes that way, and do not want to provide entry codes on-platform because who knows who will have access to that information. We also have custom tools to help automate some of the automatic messaging and this will make that impossible. Perhaps the real intent behind this is to help kill off 3rd party tools and apps?
R&D