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Why did I get a warning stating that my message may be rejected?
Why did I get a warning stating that my message may be rejected?

Some platforms have words and terms that they don't allow in their messaging.

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Written by Assistant
Updated over a week ago

While each OTA platform - Airbnb, Vrbo, and Booking.com - share similar rules and standards, they have their own regulations regarding specific language that can be used in messaging. If your messaging rules contain information, words, or phrases that we know to possibly be in breach of their rules, we'll display a message like this:

The message states which platform may reject the message and the term that may cause it (in brackets). In the example above, Vrbo may reject the message due to the mention of Airbnb.

While this doesn't guarantee that your message will be blocked, we suggest reviewing your message and removing any potentially offending content.

Some terms may be censored, while others may cause your message to be rejected entirely. Below is a list of terms that we are aware of that could cause your message to be rejected:

Known terms blocked by Vrbo:

  • Airbnb

  • Google - use a link-shortening service like Bitly.com if sending a Google Maps link.

Known terms blocked by Airbnb:

  • Google - use a link-shortening service like Bitly.com if sending a Google Maps link.

  • Facebook

  • WhatsApp

  • Skype

  • Twitter

  • Instagram

  • PayPal

  • Gmail

  • Zelle

  • Yahoo

  • Messages sent in BLOCK CAPS - this could be viewed as being aggressive.

Phone numbers/email addresses

Platforms don't allow sharing personal information before a reservation is accepted. You should be fine for messages after the reservation is accepted, such as your Check-in instructions. Phone numbers may be able to be sent if separated by periods i.e. 123.456.7890, but we recommend following platform rules to avoid penalties.

Requesting contact details from a guest

This breaches most platforms' policies and can result in your account being suspended. While certain phrasing can bypass their filters and be delivered, consider if this is worth the risk!

This information is not exhaustive and, as it is set by each platform individually, is subject to change at any time. If you encounter a term not listed here that causes issues with your messaging, please let us know!

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