Airbnb's contact-info rules and your guidebook

Airbnb's policy asks hosts not to solicit guests' contact details (email, phone) and not to steer guests off Airbnb in the messages it carries. Two things are true at once: we don't want you to lose your Airbnb account, and we want you to keep every tool to collect the guest data you already paid Airbnb's commission for. This article is the map of what Haven does, what each switch changes, and where the decision is yours.

Sending the guidebook is fine

Nothing in Airbnb's rules stops you sending a guidebook. The link your PMS posts into the booking chat opens the guest's guide, and nothing in the guide is shared with Airbnb. Airbnb cannot log in and read it. Keep OTA auto-send on.

Haven's view: you should know who is staying in your own property.

Where the guide asks for an email, and what you can switch off

Airbnb only shares a masked relay address, which Haven never stores. So until a guest's real email is on file, the guide asks for it. Each ask is separate, and each has a switch:

Ask	Where the guest meets it	Switch
Booking-link ask — a full-screen page when the guest opens the link from the booking chat. They can skip it.	Once, on first open	Edit Listing → Arrival → Guidebook access → OTA guests → Ask for email on the booking link: Ask every guest, Ask everyone except Airbnb guests, or Never ask on the link.
Guest card — "Add your contact info" with an empty email field (the masked address is never shown)	Their card on the guide's Home tab, until they add one	Arrival → Advanced access → Ask guests to add their contact info
Add-on checkout — an email before paying for early check-in or any add-on	When they buy	Advanced access → Ask for email before add-on checkout
Rewards sign-up — enter an email to claim this stay's points	Once per stay, when your loyalty program is on	Loyalty → Guidebook sign-up

The booking-link ask is the only one that could read as asking for contact details, because it arrives through Airbnb's thread. The other three happen because the guest wants something, and the guest starts them.

What we recommend. If you are comfortable, keep the booking-link ask on: it is skippable, polite, and lands the address in your CRM. If you would rather stay clear of the rule, pick Ask everyone except Airbnb guests — Vrbo, Booking.com and other guests are still asked, and your other asks keep working for Airbnb guests. Never ask on the link turns it off for every channel and every PMS. It is your call and your risk tolerance; Haven doesn't decide it for you.

Every switch is also on Sites → Guidebooks → Settings for all.

Collect every traveler's email with points instead

With Loyalty on, the guide offers Airbnb guests a reward sign-up: they enter their email to claim a flat number of points for the stay, and the address joins your CRM and their stay. The same program pays points for each travel companion the guest invites onto the stay (the invite form on the guide's Guests tab shows the offer; the default is 250 points per companion, up to 5 per stay). Each companion joins with an email of their own. Guests do it because they want the points. See Airbnb and Vrbo guests: the guidebook sign-up.

Rental agreements are still allowed

For Airbnb reservations booked on or after November 20, 2026, Airbnb's policy says hosts "generally may not require guests to sign a separate contract or rental agreement", with four exceptions: a contract required by law or a community association (an HOA rule, a local ordinance; Airbnb may ask for documentation), a contract for an optional amenity such as a golf cart, stays of 28 nights or more, and Airbnb Luxe. An allowed agreement must be disclosed in the listing as one public PDF with no personal information in it, and Airbnb collects no signatures — Haven does, in the guidebook. Bookings made before November 20 keep the old rule, under which a disclosed agreement was allowed. Vrbo bookings and every direct booking are untouched: Vrbo is not a party to the lodging contract and lets you require your own agreement. Also require the rental agreement on OTA bookings stays available on every listing. See Guest verification.

If you auto-send the guide through your PMS and would rather not ask Airbnb guests to sign:

One listing, Airbnb only. On the rental agreement row under Edit Listing → Arrival → Check-in & tasks, open its booking-channel pill and switch off Airbnb. Vrbo and direct guests keep the agreement. The change applies to reservations that sync after it. See Different lists for different booking channels.
Every listing, every OTA. Under Sites → Listing settings, set Also require the rental agreement on OTA bookings to off.

Why Haven can't email an Airbnb guest

Haven emails a guest only at a real address. The relay Airbnb provides is never stored, so until the guest's email is on file, the guidebook, pre-arrival messages and receipts reach them through the PMS booking-thread post instead. That is what the asks above are for.