Asking for my home address and email, even though it is in my profile already.

[Dianna110]

Good Evening, I am a bit confused. I just received this request from my host - alarming because you should have my contact information through Airbnb. I just checked to make sure it is on file. And, it is there:

Hello Dianne
Thank you so much for your reservation. As time allows, please let us know your contact information and email address. We send out important check in instructions you don't won't to miss. Also ,incase of a refund we will send payment by check in mail.

Also, my name is spelled wrong. 

Is this legitimate? I have never had this request before. 

[Kitty-and-Creek0]

@Dianna110 

Oh, my...so many red flags! 

[Shelley159]

Did you see it's a host asking a guest @Kitty-and-Creek0 , I think you mean red flags if it was the other way around 😀

@Dianna110 hosts cannot see all the personal information on your profile.

Some hosts like to send arrival details to your phone or email. Some of the habit comes from a time before we were able to add attachments inside the app. Also, Airbnb is rolling out masked phone numbers now, so in some areas guests and hosts can no longer see the real numbers. There's presently still hosts who oppose the change and who insist that they will ask the guest for their real number.

If you're uncomfortable with supplying the information, just tell them politely that you'd like to comply with the Airbnb policy of keeping communication inside the app.

[Shelley159]

The only part of the host's message that I do find strange, is the remark about the refund. Refunds should be processed through Airbnb. Is this what you meant @Kitty-and-Creek0 ?

[Rebecca]

Thanks for explaining this @Shelley159. It's great to see the host POV on this one. @Dianna110, what do you think? I'd love to know what you decided to do about the request. 😊

[Dianna110]

Thank you both for the information.  I have never had anyone request that so good to know about the resistance to change. However, yes @Shelley159, that is very odd to me especially since there is no mention of that in their cancellation policy. Not that we were planning to cancel but seems questionable to me.  I will reach out to Airbnb this morning and see what they recommend.  Their bot says report it.  

[Rebecca]

Hi @Dianna110 👋

Did you reach out to Airbnb Support in the end? It would be great to hear how this situation turned out 😊

[Kitty-and-Creek0]

@Shelley159 @Dianna110 @Rebecca 

Good question! I find it a red flag if my prospective host wanted all this information from me, and also wanted to take any communication off the platform. Wanting my address for "refunds" is incorrect procedure, as well. Wanting my address and contact information is suspicious to me. Not being paranoid, just that this information puts my property in a potentially vulnerable position for invasion or burglary when I am verifiably away at my host's rental. The host has already red flagged themselves with this odd request. 

[Patricia2526]

Hi @Dianna110 

Did you message your host through the Airbnb app to ask about that email? It’s always best to keep all communication within the Airbnb messaging platform for your safety and protection. Avoid replying directly to any emails you receive, especially if you’re unsure whether they’re legitimate, as scammers sometimes send emails pretending to be Airbnb or the host.

If you don’t have the Airbnb app downloaded on your phone yet, I highly recommend installing it. This way, you can verify messages, receive real-time updates, and make sure everything is coming from an official source. Keeping everything on the app also ensures Airbnb can assist you if any issues arise.

[Dianna110 · Accepted solution]

Hi @Patricia2526, 

Yes, I did and let them know that I only wanted to communicate via the Airbnb app.  I have rented extensively through Airbnb.  Both for work and personal. And my kids host one of their homes. So, definately sent me some red flags. I spoke to Airbnb this morning and they confirmed that communication should stay in the app and the refund information was no within their policy and will handle it from here. They were really helpful.

Thanks everyone for your help! 

[Lorina14]

@Dianna110 

It seems strange to refund via mail and ask for your email and home address. The Airbnb platform currently masks guest’s and host’s phone numbers (providing temporary numbers) and does not provide any of those requested to hosts. This has caused some issues with transparency with guests but it is to prevent hosts and guests from going off platform or from guests or hosts sending angry texts to each other if there was an issue/discrepancy or a bad review.

However I did recently have a host in Portland ask me for my home address. I said it was an unusual request and she said the city’s rules state all STR rentals need to have a guestbook with all guest addresses in it. I looked it up myself and the host provided a link to the city’s laws.

In Europe, many times one must present their passort/home address as part of checking in to many hotels as part of fulfilling their legal reporting requirement. I believe many European hosts need to collect this info as well. So it can depend on what country/city/or legal requirements are for their listing. If it is requested I would ask for a reference as to why and research it myself too.

Glad you checked with Airbnb CS and got it figured out!