Airbnb2021_Release_YT _Thumbnail_1280x720_2x.png

 

We believe that the biggest travel rebound in a century is coming, and we want to help you get ready for it! We’ve introduced more than 100 changes to the app, website, and Community Support to help you take advantage of this unique opportunity—and manage your day-to-day tasks more easily. 

 

Here are some of the most important changes:

  • A more intuitive and consistent experience across the app and website
  • A new homepage for Hosts called the Today tab 
  • A faster, searchable inbox featuring new time-saving tools and features 
  • An up-leveled Community Support team, as well as Dedicated Superhost Support 
  • Automated Arrival Guides for guests 

You can read more details about what’s new here.

 

Have you already noticed changes in your tools? Which improvements are you most looking forward to?

 

Posted on Monday 24th May 2021

160 Replies

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
Antioch, IL
Level 2

Hi, How can I find help for guests who have issues?  Is there no process beyond the message center for meaningful dispute resolution conversations for guest advocacy to request a higher-level review for consideration by Airbnb? Most of the help topics and help sections are Host-centric and biased in favor of hosts!?  Lastly, how can I contact Mr. Chesky, or a senior staffer and ask a question? Thank you.

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
England, United Kingdom
Level 10

@Tim2736 You can't get access to higher levels in Airbnb - They just won't talk to you (or anyone else). 

Many hosts would dispute that Airbnb is biased in favour of hosts.

If you truly believe you have a valid case raise a small claims court claim or go to arbitration as per the terms and conditions. 

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
Antioch, IL
Level 2

Your comment and answer just proved my point!  Of course, most hosts would disagree about Airbnb's bias for hosts, is that why Airbnb changed the extenuating circumstances and stated it was because so many hosts were complaining about how unfair it was to let guests cancel trips due to illness, family emergencies, or other serious family issues?  No transparency, and no accountability to guests/consumers/customers,  and no help for guests!   Airbnb talk's the talk, but doesn't walk the walk!  What arbitration?  I've been asking the Airbnb 'experience' message center representative for 2 weeks how to do that!  Not one word about any arbitration process!?  I was new to Airbnb, I did not know the deposit was non-refundable, or I never would have made the reservation!    

 

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
England, United Kingdom
Level 10

@Tim2736 Try a bit of self help. Go online and research the small claims court - raise a case and see where you end up ( if they contest your claim you will likely lose). It is cheaper than arbitration. 

Alternatively keep bleating on the forum - In some ways it will be cheaper than losing a court case.

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
San Miguel de Allende, Mexico
Level 2

Airbnb has a definite bias towards the traveler, not the host.

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
Antioch, IL
Level 2

Dear Mr. Cheskey,  It is not my intent here to offend you, or berate you personnally!  Airbnb's refund policies make a mockery of common human decency, fair-play, and good business practices, in my opinion, I'm sorry to say.  They seem somewhat hypocritical, and embarrassing especially in light of Airbnb's recent excellent humanitarian program roll-out to help refugees from war-torn countries with 'free' housing, (if the hosts agree!)  That kind of corporate community caring is to be applauded, and admired.   Airbnb will go out of the way to help and accommodate a certain class of people, but not another class of people who actually pay the bills?  That seems discriminatory?  When a guest cancels a trip, especially for reasons beyond their control, ('extenuating circumstances policy' notwithstanding), and the guest incurrs a loss of half the total trip, that is not a penalty, it's a sentence and a monetary judgment!  A punishment and a forced-fine without due process or representation for issues usually reserved for defendants in a criminal or civil case who are found guilty by a jury of their peers and sentenced by a Judge!  Airbnb policy certainly seems skewed towards the Host!  The Guests' who do cancel are left with little to no recourse when a host doesn't care to modify their refund policy level, or work with a guest on alternate dates or a refund, as my Host choose!   If that's not unfair and one-sided?   Making matters worse, Airbnb goes to extraordinary efforts not to help guests, when disputes occur.  Airbnb acts as the de-facto judge and jury, points to and shifts issue resolution to the 'host' as sole arbiter for the refund policy level they chose!  How many masters can one serve?  When a guest feels dupped, patronized, taken advantage of, made a fool of, and 'left to twist in the wind' do you think they'll ever book a trip with Airbnb or that host again?   Wouldn't a more reasonable policy say, "Wait a minute, that's not what we (Airbnb) is about!  Let's see if we can work this out so all parties feel they have been treated fairly?  Airbnb offers no internal guest independant advocate or independent arbiter to review the issues and assist guests in resolving and mediating difficult issues.  (It's not the Customer Service Department!)  In my first experience with Airbnb, a few weeks before my trip, my wife was diagnosed with advanced, stage 2-3, colon cancer!  (What more does one have to say!?)  I'm a disabled Vietnam-era veteran, retired former first-responder, and my wife's primary caregiver!  Sorry, no refund for you!  If you offered travel insurance I would have taken it!   As it stands, I lost half of what I paid, for a trip I never took, for something 'no longer' covered under Airbnb's 'extenuating circumstances' policy!?  The host did not want to make any accommodations, or changes, and I'm sorry to say, Airbnb's customer service is so egregious, patronizing, disingenuous, it's more than a very cruel joke!  My request was that the Airbnb, Customer Service Ambassador, escalate my claim for a higher-review decision by Airbnb, and consideration for an 'exception-exemption', under circumstances not covered under the policy that was changed last year because Host's complained that they were not being treated fairly? because some guest's were taking advantage of the policy, and the Host's were losing money!   NOW, I'm losing money..., for a trip my group never took, and fear and uncertainty with family issues!   I felt obligated to reimburse each member, (brothers and friends), who also decided not to go out of respect for my wifes issues!  I doubt this message will be recieved  by you personnaly, but I hope it does.  Is there no process by which you or Airbnb would consider an exception in this case, or better, allow a proccess at Airbnb to 'higher-level review' such issues when they occur for higher-review special condsideration?  At least guests would all feel like we were being listened to, taken seriously, and being considered!   Thank You.  Tim2736

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
Sayulita, Mexico
Level 10

@Tim2736  I can assure you that Brian Chesky does not read the posts on this forum and your endless whining and outrage over being held to the cancellation policy you agreed to is incredibly childish and entitled. 

 

And I can also assure you that it is guests who are most pandered to by Airbnb, not hosts. Just because you didn't get what you wanted, you make assumptions that are simply not true.

 

And viewing housing refugees fleeing from a regime which will murder them, to you not getting money back for a cancelled buddies weekend at a cabin as hypocricy, is jaw-dropping.

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
Antioch, IL
Level 2

Thank you, Ms. Captain Obvious!   MY GOD, LADY!  You couldn't have convoluted my comments any better than an Airbnb 'Support Ambassador'!   Don't you have anything better to do than to bash guests with personal insults and hate speech, because you don't agree with them?  I suggest you seek anger management help, ASAP!   Not to worry, we're all rooting for you to make Airbnb, 'Host of the Month'!  Your friend, Brian!     

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
England, United Kingdom
Level 10

@Tim2736 I feel anger management needs to start slightly closer to home.

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
San Miguel de Allende, Mexico
Level 2

It seems that all the new "I'm flexibel" search tools for travelers are for specialty housing like tree house or beach house, or potato house, cabin, etc, etc.  So what about all the rest of us with nice normal houses??  Are we dog meat now?  I want flexible travelers to be able to find my rentals in San Miguel de Allende, Mexico too!IMG_5143.jpg

Re: 100+ new tools, features, and upgrades based on feedback from our Host community

in
Lakewood, CO
Level 2

I can't find the everyday options that I use all the time. The old website had reviews right there on the homepage.  Now there hidden and things I don't use and don't want are front and center.  Reviews are a major part of airbnb and should be easily accessible. 

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