As of 10 May 2025, new policies have come into effect for hosts using the Airbnb platform. These changes focus on transparency, the protection of personal data, and enhancing the guest experience.
Below, we outline these changes, which concern additional charges that may apply to a property, as well as the safeguarding of guests’ personal information.
Transactions exclusively via the platform
The first change Airbnb has emphasised is that all transactions related to a booking must take place exclusively through the platform. This means that mandatory charges, such as the cleaning fee, must be listed in the relevant pricing fields on the platform and not elsewhere.
Transparency in bookings
The same applies to fees and additional charges, such as late check-out or an extra guest. From now on, all information must be declared via the platform, prohibiting the imposition of extra charges outside the booking. The aim is to protect guests from fraud and to ensure a secure transaction framework, free from hidden fees and off-platform payments, thereby reducing complaints and strengthening guest trust.
Restrictions on the collection and use of personal data
Airbnb is now putting an end to the collection of personal data without guests’ consent. Hosts, whether individuals or property management companies, are not permitted to collect any identification documents from guests, such as copies of ID cards or passports, unless such collection is explicitly required by local law, in which case it must be clearly stated in the property description.
All documents must be shared strictly and solely via approved PMS (Property Management System) software, designed specifically for the hospitality sector.
Personal contact details
As expected regarding personal data, it is forbidden to request guests’ personal contact information, such as telephone numbers or email addresses, even if requested through the platform itself, except in special cases (which must be clearly mentioned in the property description).
Additionally, guests must not be asked to leave a review for the property outside the platform.
Following on from the above, hosts who have installed a smart lock that requires the installation of a third-party app on the guest’s phone will face challenges. These hosts are required to find an alternative method for guests to access the property, as Airbnb does not permit the use of third-party apps unless their use is optional. You can read more details here.
The Sparrow team contacted Airbnb for clarification and received written confirmation via email that the use of a smart electronic lock does not, under any circumstances, constitute a violation of the platform’s terms of use, provided it is clearly stated in the property description.
How to adapt to these changes
The first thing to remember is that technology is constantly evolving, AI is gaining more ground, and you must keep up with every new guideline. Airbnb has tools that search for specific keywords and can detect anything that contravenes its policies.
For this reason, ensure you are compliant, avoiding the risk of your property being taken down by the platform.
On a practical level, you should review your property page and remove any external links or information about ways to communicate outside the platform. Also, look for a Property Management System certified for GDPR compliance to provide services with maximum security.
Ensure that every guest experience is transparent, safe, and free from surprises. With proper adaptation, hosts can boost their credibility and maintain high ratings.
By choosing Sparrow to manage your property, you can rest assured that every new government directive will be implemented promptly and that all regulations set by short-term rental platforms will be followed.
