At StellarStay, we work hard to provide a seamless, transparent, and secure experience for every guest. A recent exchange with one of our guests — and many stories from seasoned hosts on popular discussion boards — illustrates why it’s critical for both guests and hosts to keep all communication inside the Airbnb platform.
🛡️ The Platform Protects Everyone
Airbnb’s messaging system records every interaction between host and guest. This creates a time-stamped record that protects both sides if a dispute arises. When a guest ignores in-app messages and tries to reach us by personal email or phone, that safety net disappears. In one case, we never shared our private email, yet we received a direct message anyway. Moving the conversation off-platform violates Airbnb policy and undermines the protections guests rely on.
📜 House Rules Are Part of the Rental Agreement
Our listings clearly state that completing a short pre-check-in questionnaire and placing a fully refundable security deposit are required for guests with limited Airbnb history. These conditions appear in the house rules which are available on each listing before booking. “I didn’t realize” cannot override the agreement. Reading—and following—those rules is a guest’s responsibility, and the platform keeps that documentation visible to everyone.
✉️ SMS Reminders Are a Last Resort
We prefer to communicate only through the Airbnb app. However, when a guest repeatedly ignores in-app messages, our system sends polite text reminders. These aren’t “spam” or “rude”; they are gentle nudges to review the policies already agreed to. After weeks of unanswered requests, automated SMS messages are sometimes the only way to keep a stay on track.
🤝 Staying on Platform Prevents Misunderstandings
When guests push for private emails or phone calls, confusion can grow—about check-in times, deposits, or even who is sending messages. Keeping everything inside the Airbnb thread ensures every clarification, link, and explanation stays in one clear record.
Other experienced hosts echo the same point on popular discussion boards:
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“Whenever I have communication off platform, I immediately copy or screenshot it into the app so no one can later claim, ‘I never said that.’”
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“I simply redirect guests back to the Airbnb inbox—it’s the safest way for everyone.”
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“It opens hosts up to liability when messages are off app … I found it frustrating.”
These real-world experiences confirm that on-platform communication is the best protection.
🔒 Extra Layers of Protection and Security
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Fraud Prevention: Airbnb analyzes on-platform messages to help detect scams. Off-platform chats bypass these safeguards.
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AirCover: Airbnb’s free protection applies only when all communication and payments remain on the platform.
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Documented Record: Every message is time-stamped and saved, giving both guests and hosts a verifiable trail for quick conflict resolution.
Learn more in Airbnb’s official Off-Platform Policy.
💛 Our Commitment
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We never share private phone numbers or email addresses.
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Transparent policies—house rules, ground rules, and deposit details—are posted on every listing and confirmed before booking.
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Respectful reminders—via SMS—are sent only when a guest does not respond through Airbnb.
🌟 Takeaway for Guests
For your own protection and to ensure a smooth stay, always:
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✅ Read the full listing and house rules before booking.
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✅ Respond promptly to host messages in the Airbnb app.
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✅ Keep all communication and payments on the platform to maintain AirCover protection and prevent fraud.
This isn’t just a StellarStay preference—it’s how Airbnb keeps both guests and hosts safe, documented, and respected from booking to check-out.
