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Why Airbnb may reject a message

If a send fails with an error like “You cannot send this message at this time. Please remove…”, Airbnb rejected the message before delivery. Conduit shows the reason returned by Airbnb, but cannot override Airbnb’s filter. Messages sent from Conduit are subject to Airbnb’s Off-Platform and Fee Transparency Policy. Among other requirements, Airbnb keeps pre-booking communication on Airbnb and restricts requests to book, pay, or continue the conversation outside its platform.
A rejected message is not partially delivered. Rewrite it and send it again.

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Common content Airbnb asks you to remove

Airbnb may identify a specific item or reject the full message based on its wording and context. Common triggers include: Airbnb can reject the entire message even when it does not quote a single phone number, address, or website. This often happens when the message implies that the guest should move the conversation, booking, or payment elsewhere.

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Rewrite and resend the message

  1. Remove every item named in the error and the sentence that directs the guest away from Airbnb.
  2. Keep pre-booking questions and communication in the Airbnb conversation.
  3. Keep reservation payments and changes in Airbnb’s supported payment and reservation tools.
  4. For information that Airbnb permits after booking, follow Airbnb’s current policy and use its supported arrival and reservation fields where possible.
  5. Send the revised message again from Conduit.
Do not disguise contact details by adding spaces or replacing symbols with words. Airbnb may still detect them, and changing the formatting does not make off-platform communication or payment compliant with its policy.

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Rewrite examples

If Airbnb names the full message instead of one item, shorten the reply and remove any wording about another channel, external website, direct booking, or off-platform payment. If policy-compliant content continues to be rejected, contact Airbnb Support because Airbnb controls the filter and its exceptions.