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Category: Guest Communication
By: James Wu
Reply by David Okafor:
This is a judgment call, and here's my framework: **For repeat guests you TRUST (3+ stays, great communication):** I do book them directly through my own booking website. I have a simple site via Lodgify (https://lodgify.com) with a booking calendar and Stripe payments. They save 14% on Airbnb fees, I save 3% on host fees, everyone wins. **IMPORTANT:** Even for direct bookings, I ALWAYS use: - A signed rental agreement (covers liability) - Payment through a proper processor (Stripe, not Venmo/Zelle) - My STR insurance policy that covers direct bookings (check yours — some are Airbnb-only) - StayFi (https://stayfi.com) to capture their info for future marketing **For first-time guests asking to go off-platform:** Politely decline. "I appreciate the suggestion! For both of our protection, I prefer to keep bookings through Airbnb. Their AirCover program protects both of us in case anything unexpected happens. Happy to send you a special offer through Airbnb for your next stay!" **NEVER do:** Venmo, Zelle, Cash App, or cash payments. Zero buyer protection, zero liability coverage, and if something goes wrong, you have no recourse.
Reply by Camille Dubois:
The risk of going off-platform with strangers cannot be overstated. A host in my local group accepted a direct booking via Venmo. Guest trashed the property — $3,000 in damages. No AirCover, no insurance coverage (his policy was Airbnb-bookings-only), no way to file a claim. He ate the full cost. Build a direct booking system for repeat guests if you want, but make sure you have proper insurance, contracts, and payment processing. Don't just wing it with Venmo.