Airbnb & VRBO PMS: Changes in Email, Phone Policy – Lynx

Airbnb & VRBO: Changes in Email, Phone Policy

At the end of May 2020, Airbnb announced a change in the guest email feature policy. Airbnb will not provide a proxy guest email address to any of its ecosystem partners. Following suit, VRBO made a similar announcement. As of mid-August of 2020, Lynx has seen that previously synced guest email addresses have stopped working. The emails sent to Airbnb proxy emails receive an auto-reply from Airbnb and never reach the guest. VRBO emails do not work either.

2025 UPDATE:

Airbnb will no longer share the full guest phone number or email with third-party platforms. However, Lynx is now an authorized direct API integration partner with Airbnb. This direct integration is now live — you can remove iCal and complete a full direct integration through the Lynx portal. With the Inbox feature, you can send and receive messages with guests directly through the Airbnb app. For detailed instructions on how to replace your old iCal connection with the new direct API integration for Airbnb, see our article on How To: Set Up Airbnb Integration.

Direct Airbnb Chat Automation

With the direct Airbnb API integration now live, Lynx can automatically send messages — such as access codes, pre-arrival instructions, and check-in details — directly through Airbnb's native messaging channel. This means guests receive all critical information inside the Airbnb app, exactly where they are already monitoring their booking, without relying on proxy email addresses or unavailable phone numbers. For details and instructions on how to set this up, see How To: Send Automated Messages Through Airbnb Chat.

How the old and new workflows compare:

Old Workflow	New Workflow
Manually copy guest phone number from Airbnb/VRBO Paste into Lynx stay record Send SMS with Guest Portal link as a workaround for missing email Guest must click link and log in to view access codes and arrival info Proxy email addresses auto-reply and never reach the guest	Connect Airbnb directly to Lynx via the official API integration Create text-based automation templates in Lynx Lynx automatically detects the Airbnb booking source and routes messages through Airbnb chat Guest receives access codes, check-in details, and arrival instructions directly in the Airbnb app — no phone number or email required No manual steps required after initial setup

Note: Automated messaging to Airbnb chat is included with the direct Airbnb integration at no additional cost. Full two-way live inbox conversations require the separate Lynx Inbox feature. For full setup instructions, see How To: Send Automated Messages Through Airbnb Chat.

Use this method while you are still able to see the full guest phone number in Airbnb/ VRBO via your PMS:

If your Airbnb/ VRBO is integrated as a channel to your PMS, contact your PMS to confirm the depth of integration they have with Airbnb and VRBO. You want to ensure your PMS is sending the guest's name and phone number to Lynx.

Follow these recommended steps to communicate with your guest.

	Actions
Step 1:	In Lynx, set up a message template to send a text message. Include the tag for the web app link.
Step 2:	Set up Automation to send this text template 3-7 days before check-in.
Result:	Setup New PMS
Step 4:	When the guest clicks on the link, they will be able to see Property address Directions Weather Access code with the image of the lock and instructions to operate the lock A mobile key that is active only during the stay for a contact-less check-in. Parking Any other property details like WiFi, Amenities, etc.

You should always create a message template for the Web App and make an Automation that displays template content on the Web App at the same time the text message above was sent. This way, when the guest goes to the web app they also see the arrival instructions. Otherwise, the "Information" section on the Web App will be blank and it will leave the guest confused. More information about Guest Portal

Lynx Automation for Emails:

As soon as the guest access the web app, Lynx will assign the guest's email to the reservation. Lynx will send the email messages to the guest as per your automation.

PMS not sending a phone number/ You are syncing Airbnb or VRBO directly with Lynx:

If your Airbnb/ VRBO is integrated directly to Lynx via iCal, or your PMS is not sending the guest's phone number to Lynx, you will need to follow these additional steps to those above. Enter the phone number for each stay manually.

Caution: Do not add the PMS and the Booking site for the same property listing as it will create Duplicates

	Actions
Step 1:	Login to Airbnb/ VRBO and copy the guest's phone number from your account.
Step 2:	Login to Lynx and Edit the corresponding Stay.
Step 3:	Paste the guest's phone number
Step 4:	Update stay
Recommendation: Send the access code and information using Lynx SMS Automation; the SMS also includes the guest portal link. Once the guest logs in via the Guest Portal and provides their real email address, Lynx will assign the guest's email to the reservation automatically. Lynx will also start sending email messages to the guest as per your messaging automation setup.
Access Code: By default, Lynx assigns the last 4 digits of the guest's phone number as an access code. However, some numerical combinations are reserved by the software for internal purposes only; as such there might be rare instances in which the guest access code will not be the same as the last 4 digits of their phone number.

Note: Our support team (support@getlynx.co) can activate the functionality for you to receive a notification email whenever the Guest access code for a reservation is not the last 4 digits of their phone number.

Want all the guest emails Lynx collected for your guests? Email support@getlynx.co

Direct Airbnb Chat Automation

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