> ## Documentation Index
> Fetch the complete documentation index at: https://docs.conduit.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Airbnb messaging

> Understand why Airbnb rejects messages containing contact details, external links, or off-platform booking and payment language.

## 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](https://www.airbnb.com/help/article/2799). Among other
requirements, Airbnb keeps pre-booking communication on Airbnb and restricts
requests to book, pay, or continue the conversation outside its platform.

<Warning>
  A rejected message is not partially delivered. Rewrite it and send it again.
</Warning>

## 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:

| Content                         | Generalized examples                                                                                              |
| ------------------------------- | ----------------------------------------------------------------------------------------------------------------- |
| Contact details                 | Phone numbers, email addresses, and mailing or street addresses                                                   |
| External websites and apps      | Website addresses, map links, guest portals, direct-booking sites, and payment links                              |
| Other communication channels    | WhatsApp, Instagram, Facebook, SMS, or instructions to contact the host elsewhere                                 |
| Off-platform booking or payment | Direct-booking offers, bank transfers, PayPal, fees paid on another site, or discounts for booking outside Airbnb |
| Redirect language               | "We'll email you," "we'll follow up through another channel," "find us online," or "we'll send the link by SMS"   |

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.

## 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.

## Rewrite examples

| Avoid                                             | Use instead                                                                                      |
| ------------------------------------------------- | ------------------------------------------------------------------------------------------------ |
| "Message us on WhatsApp at our phone number."     | "Please continue messaging us here on Airbnb."                                                   |
| "Pay the fee by bank transfer or on our website." | "Please use Airbnb's payment and reservation tools. We can help you here if you have questions." |
| "Visit our website for the details."              | "Tell us what information you need, and we'll help you here on Airbnb."                          |
| "We'll email or text you the link."               | "We'll provide the information we can through Airbnb."                                           |

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.