Staying Compliant with Airbnb’s New Policy — What You Can (and Can’t) Do with Enso Connect
As a valued Enso Connect customer and professional Airbnb host, we want to ensure you’re fully informed and confidently prepared for Airbnb’s updated Off-Platform and Fee Transparency Policy, which takes effect on April 17, 2025 for existing users.
As an official Airbnb partner, Enso Connect is the only authorized third-party platform for digital guest experience solutions in the vacation rental space. This means you can continue to use Enso for check-in flows, upsells, personalized messaging, guidebooks, and more – all while remaining fully compliant with Airbnb’s evolving policies.
We understand these updates may raise concerns. Airbnb’s changes are designed to safeguard guest data, which is central to their platform. As a verified partner – you can find us listed here – we’ve taken extensive steps to meet their strict requirements, including:
Comprehensive insurance coverage
External penetration testing
Strong data privacy and security measures
That said, it’s important to remember that partnership with Enso Connect does not automatically guarantee compliance on your behalf. Hosts are still responsible for understanding and following Airbnb’s policies – including how fees, guest information, and communication are handled. We’re here to support you with tools that make compliance easier, but it’s crucial to stay informed and ensure your practices align with Airbnb’s expectations.
Staying Compliant with Airbnb’s New Policy — What You Can (and Can’t) Do with Enso Connect
What You Can Do with Enso Connect
Thanks to our partner status with Airbnb, you are permitted to:
Use Boarding Pass links to share digital guidebooks, check-in instructions, and upsells
Verify Guest Data if legally required, or required by the building or HOA requirements.
Offer optional add-ons (e.g., early check-in, firewood, mid-stay cleaning)
Collect payments for clearly disclosed mandatory fees (resort, HOA, utility) and security deposits, if included in the listing
Use third-party digital access tools (e.g., smart locks) if disclosed in your listing
Message guests post-booking using Enso’s automated and personalized flows
What You Cannot Do with Enso Connect
To remain compliant with Airbnb’s policy – even as an Enso user – avoid:
Encouraging off-platform bookings or direct discounts for repeat stays
Collecting guest contact details before booking (email, phone, ID), unless required by law and disclosed
Forcing guests to provide personal information to gain access, unless required legally or by the building or HOA requirements.
Soliciting reviews or feedback outside Airbnb (unless you’re part of their hotel program)
Automatically enrolling guests in marketing communications without explicit consent
Key Topics & How They Apply to Enso Connect
Boarding Pass Links
Allowed with Enso
Yes
Important notes
The Boarding Pass links do not require login or registration. These unique links are automatically generated with the data shared by Airbnb to Enso Connect.
If a guest requests the information to be shared directly on Airbnb without accessing a different link, you must comply.
airbnb policy quote & link
“Asking guests to create a separate account or register on another website besides Airbnb.com for purposes of gaining entry to a listing”
In addition to being an official Airbnb partner, please note that guests are not required to register on Enso Connect. We generate secure, personalized links for each guest using the information provided by Airbnb, which is handled with strict confidentiality.”
Fees, Security Deposits & Damage Waivers
Allowed with Enso
Yes – Enso Connect is an approved partner of AirBnb.
Important notes
List fees clearly in your description (this includes Damage Deposits/Waivers, Pet Fees, Cleaning Fees, etc.). Offer guests a choice between waiver or deposit; we do not recommend offering mandatory damage waivers to Airbnb guests.
Best Practice Tip 💡
Mandatory fees MUST be disclosed in your AirBnb listing.
airbnb policy quote & link
“Select software-connected hosts may collect payment for disclosed mandatory fees and security deposits off of the Airbnb platform”
ID Collection & Background Checks
Allowed with Enso
With a legal reason (i.e.: required by law or HOA rules)
Important notes
Guest verification steps must be disclosed and justifiable (e.g., building security, HOA, or Local Law). You cannot collect Guest IDs without proof that your property requires it, and subject to approval from Airbnb (if disputed by your guest).
airbnb policy quote & link
“You may require additional contact/identity information if it is required for legal or compliance reasons and can be verified by a host upon request by Airbnb (such as local laws, HOA rules, building security rules). In such instances, hosts must include information about what is required and why in their listing description, so guests understand this additional step is a requirement prior to booking. Hosts are responsible for ensuring compliance with applicable data privacy laws”
Guest Contact Data (email, phone, etc.)
Allowed with Enso
Yes
Important notes
Cannot be required. Explain why you’re collecting, and allow opt-out.
airbnb policy quote & link
“After accepting a booking, you may ask a guest to confirm that the contact information provided by Airbnb is an appropriate way to get in touch during their trip or if the guest requests an alternative means of communication after booking”
Key Takeaways for You
Enso Connect is the ONLY approved partner with Airbnb for digital guest experience management
Best to frame upsells as optional enhancements – not requirements.
Always disclose all mandatory fees in the Airbnb listing descriptions.
Clarify security deposit or damage waiver options in the listing to avoid guest confusion; and do not offer a mandatory damage waiver; provide it as optional alongside a Safety Deposit.
Do not require contact info to provide access – let guests provide it optionally; unless this is a building requirement, HOA requirement, or legally necessary. Be ready to provide proof to Airbnb if this is the case.
Avoid ID collection or checks unless you can prove it’s legally necessary, a building or HOA requirement.
Frequently Asked Questions
What is included in the subscription?
Your branded mobile guest app - the Boarding Pass. A fully customized web app that guides your guests from booking to checkout.
Includes:
Streamlined guest verification & data collection
Automated remote check-ins
Personalized upsells & fee collection
AI-driven guest messaging
Everything is embedded into one seamless interface for a frictionless guest journey.
AI Unified Inbox to manage all guest communication from one place — email, SMS, WhatsApp, Airbnb, Vrbo, and Booking.com messages.
Access to Guest Journey Editor to easily build custom, automated flows for every stage of your operation — from pre-arrival to post-checkout. Designed to match your unique business needs.
Smart lock integrations. We support dozens of smart lock systems and help with the setup so you can automate access with confidence.
9See the list of supported smart locks).EnsoAI Co-Pilot. Your AI assistant trained on your own data: guest messages, sentiment, past conversations. Suggesting smart, accurate replies that you approve and send.
Enso Experiences. A passive revenue tool seamlessly built into your guest journey. Guests can book local experiences directly, and you earn 2–5% commission automatically.
EnsoAI Instant Translation to communicate seamlessly in over 100 languages.
PMS integration to easily connect Enso to your Property Management System. (View a list of supported PMS).
Do you have a Free Trial?
We don’t offer a standard free trial because setup requires custom integration and support. However, for qualified businesses, we’re happy to explore tailored evaluation options. If you're interested, let’s talk about your specific needs.
What are the payment terms of using Enso Connect?
Our subscriptions are annual, and we offer discounts for quarterly or annual packages. You have the option to pay monthly if that is your preference, please note that there is no discount for that option.
Can I switch my Monthly, Quarterly, or Yearly Pre-payment?
Switching between monthly, quarterly, or yearly is available on a case by case basis. The prepayment amount allows you to lock in a better rate for your contract - so depending on the changes made, you may lose your discounted rate. Terms & Conditions
What happens when my business grows?
Our price per unit decreases as the numbers of properties increase. If your growth qualifies you for the next tier, you will automatically see a price discount per unit on your next invoice.
How do I generate additional revenue with Enso Connect?
Our Boarding Pass allows for guest upgrades, upsells (early checkin/late check out) as well as seamless fee collection (pet fee, additional car parking, HOA fee etc.). Our customers on average drive an additional 23% revenue after enabling Enso Connect.
If you enable Enso Experiences on your account, we will show your guests a list of curated "Things to Do" in their Boarding Pass. This list is based on (typically) a 10-20km radius to your property address. If a guest books a tour/excursion - you automatically earn 2-5% commission on the sale!
We are so confident that our software will essentially pay for itself (and then some) we offer an ROI Guarantee.
What is the contract duration and cancelation policy?
You can cancel your subscription at any time but we do require 30 days notice to do so. We do not offer refunds unless there are special circumstances. Contracts are for a 1 year duration.
Is there a limited number of users on the platform?
No, you can have as many users on the platform as you’d like. We do not charge per user, but per listing (property or room).
Are you available in my country?
Our product is available globally and supports more than 250 languages in guidebooks and agreements. Our live support team is available in English, French, and Spanish.
I don't have a PMS, can I still use Enso Connect?
Unfortunately, for now, Enso Connect is only available when connected to your property management system. You can learn more about the list of PMS by exploring our integrations.
