Glossary
What is an OTA guest?
An OTA guest is someone who booked your property through an online travel agency such as Airbnb, Vrbo, Booking.com or Expedia. They stay with you, but the platform handles the booking, the payment and usually the guest’s contact details.
For most vacation rentals, OTA guests are the majority of stays. They are real guests of the property, but the platform sets the rules for how you can contact them.
What being an OTA guest means for you
The platform sits between you and the guest.
Messaging
Booking conversations happen in the platform’s inbox. Airbnb masks guest email addresses.
Marketing
OTA terms generally limit how you can use guest data from the platform. You need the guest’s own opt-in to market to them.
Reviews
OTA guests review you on the platform they booked through.
Turning OTA guests into direct guests
The compliant path looks like this:
Deliver a great stay.
Offer an opt-in through your guidebook, Wi-Fi login or check-in form.
Store their consent on the guest profile.
Send a relevant direct offer later, on the channel they chose.
Learn more
How to stay in touch with OTA guests without breaking platform rules.
Frequently asked questions
Are OTA guests my guests?
Yes. They stayed at your property. The platform owns the booking relationship until they connect with you directly.
Can I email Airbnb guests?
Only through Airbnb messaging, unless they gave you their email directly and opted in.
What is the difference between an OTA guest and a direct guest?
An OTA guest booked through a platform. A direct guest booked with you, so you hold their real contact details.