For most Airbnb bookings, Airbnb does not share the guest's real phone number. Instead, Airbnb provides a temporary phone number for the booking. OwnerRez saves it on the booking as the Platform Phone, so you can still send SMS messages to the guest while the number is active.
What Airbnb sends
When a guest's real phone number is hidden, Airbnb sends a temporary phone number instead:
- It stops working 2 days after checkout.
- Airbnb can reuse it for other guests after it expires.
- It can change during a stay. OwnerRez replaces the saved number each time the booking syncs.
Phone numbers already on the guest's contact are never removed. If a guest has a real phone number from an earlier booking, OwnerRez keeps using it, and SMS messages go to that number.
Platform Phone
Go to Bookings > select the booking to see the Platform Phone on the contact card. The Platform Phone row shows the number with one of these labels:
- "Airbnb, until {last day}" while the number is active. The last day is the final day you can send SMS messages to the guest.
- "Airbnb, ended {last day}" after the number expires.
- "Airbnb, booking canceled" if the booking is canceled.
You can't edit the Platform Phone. OwnerRez saves it on the booking, not on the guest's contact, so a temporary number never merges guests or mistakenly matches a banned guest.
SMS messaging
OwnerRez sends SMS messages to the Platform Phone for triggers, broadcast messages, manual messages from the booking page and Inbox replies, but only when the guest has no phone number of their own. While the number is active:
- The phone field codes, such as {CPHONE}, use the guest's own phone number. If the guest has none, they use the Platform Phone.
- Triggers that need a guest phone number count the Platform Phone as one.
- SMS messages are sent as text only. OwnerRez turns image attachments into links, because Airbnb's temporary numbers don't accept picture messages.
- OwnerRez registers your SMS number with Airbnb when it sends, so your SMS message can reach the guest.
An SMS message from a Platform Phone goes to that booking's guest and message thread while the number is active. A trigger that sends after checkout, such as a review request several days later, doesn't send once the number expires.
Door codes
Door codes never use the Platform Phone numbers. OwnerRez saves it on the booking, not on the guest's contact, so a temporary number can't end up in a door code or be reused by Airbnb for another guest's code.
- If Airbnb provides a suggested door code for the booking, which is the last 4 digits of the guest's real phone number, those digits will be used, not the temporary platform phone number digits; OwnerRez uses them via Seamless Entry.
- A door code based on an existing or returning guest's phone number uses the guest's own number, such as the one from an earlier booking.
Phone numbers in listing content
Airbnb doesn't allow hosts to include contact phone numbers in their listing description, directions, house manual, check-in instructions, or Wi-Fi details. If Airbnb rejects a listing update for this reason, the failure email you receive tells you to remove the phone number and sync again.
FAQ
Why does an Airbnb booking have no phone number for the guest?
Airbnb doesn't share most guests' real phone numbers. The booking shows the temporary Platform Phone instead, and the guest's contact keeps only the real existing guest phone numbers.
Why didn't my SMS message send?
OwnerRez blocks the message and shows one of these messages:
- "Platform phone number ended on {date}." The number expired, so you can't send SMS messages to it.
- "Platform phone number was replaced." Airbnb sent a new number for the booking, so reply from the new message thread.
- "Platform phone number cannot be used on a canceled booking."
- "Platform phone number cannot be used because the booking is no longer connected to Airbnb."
Can I send an SMS message to an Airbnb guest after checkout?
Yes, until the Platform Phone expires, 2 days after checkout. The booking's Platform Phone row shows the last day you can send SMS messages. After that, use Airbnb messaging.
Does the Platform Phone show on the guest's contact?
No. It appears only on the booking. It isn't used for guest merging, banned guest matching, door codes or the My Stay (guest portal).
Why doesn't my guest's door code use the Platform Phone?
The Platform Phone is a temporary number that expires and that Airbnb can reuse for other guests, so OwnerRez never uses it for door codes. See Door codes for what door codes use instead.