Airbnb Answers: Guest profile photos

[Airbnb]

Update: January, 2019

A few months ago, we told you about some changes Airbnb was making to the way guest profile photos are displayed. You can read the original post, below.

Now that those changes are being introduced gradually, we want to make sure you have all the information you need. Here’s a recap of what will be changing, along with some tips.

New photo process

Moving forward, rather than displaying a potential guest’s profile photo before the booking is accepted, you’ll receive a guest’s photo after you’ve accepted the booking request. If you have Instant Book turned on, you won’t notice a change to the booking process.

Airbnb does not require guests to have profile photos. Although most guests provide a photo, some have told us they don’t want to share a picture of themselves when booking, and we listened.

At the same time, many of you told us that you value guest profile photos, and we listened to you, too. That’s why we’ve introduced a new option for hosts to be able to customize their own booking requirements.

New host control

You now have the option to require that your guests provide a profile photo. Again, the photo will be visible to you only after you accept the booking request. If you’d like to require your guests to provide a profile photo, you’ll need to turn on the control option in your settings for each of your listings, either on mobile or on web. Specifically:

On mobile:

1. Go to the listing you’d like to require profile photos for
2. Tap Booking settings
3. Tap Guest requirements
4. Look for the Profile photo section and tap Edit
5. Tap Require a profile photo
6. Tap Save

On web:

1. From your host dashboard, click Listings
2. Click Booking settings
3. Next to Guest requirements, click Edit
4. Check the box next to Profile photo
5. Click Save

If you take this step and a potential guest doesn’t already have a profile photo, they’ll be prompted to upload one before they can request to book your space. A guest’s profile photo will not be available to you until after you accept the booking request. If the guest doesn’t want to provide a photo, then they won’t be able to book your space. 

Additional support

If you choose to require that your guests have a profile photo and one of your potential guests uploads an image that doesn’t show their face—a photo of a sunset or their dog, for instance—then you can call Airbnb’s Community Support. They’ll work with you to address the issue, and if you feel uncomfortable hosting someone without a photo that shows their face, you can request to cancel the reservation penalty-free.

As a reminder, Airbnb’s nondiscrimination policy prohibits hosts from making booking decisions or canceling reservations based on race, color, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status. 

As an extra step, as always, you can require guests to provide a government ID to Airbnb in order to be able to book your space. You can read more about that process here.

Why these changes are important

We talked with lots of hosts and guests about profile photos, and we think these changes satisfy the core concerns and feedback we heard. We’ll be paying close attention to how these changes to profile photos affect our community, and will continue working to improve and simplify the process to ensure you feel comfortable hosting. We hope you’ll share your feedback with us so we can continue to build a community where everyone can belong. Thank you for hosting.

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October, 2018

You've been asking a lot about guest profile photos, and Airbnb has been working on new policies to address your concerns. Here is an update from Airbnb:

Today, we’re announcing some changes we will be making to the way we display guest profile photos.

Moving forward, rather than displaying a potential guest’s profile photo before the booking is accepted, hosts will receive a guest’s photo in the booking process only after they’ve accepted the booking request. Airbnb does not require all guests to provide a photo. Instead, we’ll be giving hosts the option to ask their guests to provide a profile photo, which will only be presented to hosts after they accept the booking. We have discussed some of this work in the past and we want you to know more about the changes we will be making in the coming months.

We have participated in a number of conversations with hosts and guests regarding this topic. We have listened to our community, and while most guests provide a photo, some guests told us they don’t want to share a picture of themselves when booking. We also recognize that concerns have been raised about the potential for photos to be misused in a way that violates our nondiscrimination policy.

At the same time, hosts have told us that they value profile photos because they can help hosts and guests get to know one another before a trip begins and help hosts recognize guests when they check in. Additionally, we’ve seen how photos can be a useful tool for enhancing trust and promoting community.

We want to balance these concerns. Airbnb does not require guests to provide a profile photo when booking a listing and, as we discussed earlier this summer with our hosts, we will be implementing a series of changes in the months ahead:

• If a guest chooses to provide a profile photo, that profile photo won’t be displayed to the host as part of the booking process until after the booking is confirmed.
• Because some hosts value profile photos and want to be able to know who they can expect at their front door, we will give hosts the option to ask that guests provide a profile photo prior to booking, which will only be presented to the host after the host accepts the booking request. This new option comes with important safeguards that are designed to ensure our community is fair and open to everyone:
  • Hosts must turn on this feature for each of their listings proactively, before they receive a reservation request.
  • If a host asks for a profile photo, we’ll prompt guests to upload one to their Airbnb profile before they can request to book that host’s particular listing; however, the photo will not be presented to the host until after the booking is confirmed.

If a host cancels a reservation after they see a guest’s photo, the guest will have an easy way to contact Airbnb and report any concerns about potential discrimination by the host in violation of our nondiscrimination policy and Community Commitment. If any guest believes he or she has been discriminated against and notifies our team, we’ll immediately help them book an alternative listing consistent with our Open Doors Policy, investigate the report, and take appropriate action. Any host who violates our nondiscrimination policy may be permanently banned from using Airbnb.

This announcement follows the commitment we made in 2016 to evaluate how we display guest profile photos in the booking process. As we implement these changes in the coming months, we hope you’ll share your feedback with us so we can continue to make thoughtful changes that make the Airbnb community a place where everyone can belong.

[Ian439]

And here we go, you also don’t have to be female to share this point of view. 

[Hilary115]

As a single female who is hosting in my house, I agree this is a bad idea. It feels as if Air B and B want

to make it ever more easy for the guest and disregard the hosts. It may be a deal breaker for me too.

Why not give us the option to require a photo before booking. You can tell a lot from a photo. 

[Kevin992]

Agree.  This will likely take us off airbnb....

[Rhona0]

Me too I'm on my own and a woman. We have to use intition to feel for the intentions, honesty, openess of people coming in the home.and pictures relay a lot. Nearly everyone is on facebook and they love it - people love being public - accept maybe if they don't want to be responible when coming to someone's home.

[Cher6]

Totally agree!  Why are hosts expected to be trusting when there are those who will take advantage of this new policy.  I have a problem with those who book for someone else under their photo and a totally different person shows up at the door!  the one bookking should be the person in the photo and the one who appears at the host's property!  This may make it easier for guests to book, but if they can't take the time to reveal who they are then I would just as soon not host them anyway.  It is a policy which may bering in more guests, but is not helping the host in any way! 

[Raymond174]

I completely understand where you are coming from, Carli.  We are Superhosts who have also demonstrated that we do not discriminate on the grounds of race, religion or sexual identity but we have a somewhat different perspective that is admittedly gender-influenced.

As Airbnb operators, we want to provide a safe and welcoming experience for all guests while protecting our property and that of our neighbors.  But our Airbnb is in a trendy area known for its vineyards and in our particular situation, the bane of our community's existence  is the drunken, self-described "girls' weekend."  Here, the behavior of bands of inebriated young professionals is the stuff of urban legend and has constituted our only bad experiences (including beer pong, screaming fights, rented hot-tubs, and neighbors' calls to the police). This sort of guest behavior is top of mind when our community debates the presence of Airbnbs and has contributed to a groundswell of public opinion to legislate against them.

A profile pic alone is not a reason to reject a request, but how guests project themselves on social media can be an important clue as to how to direct conversation. The conversation about mutual expectation is most easily had up front. The deeper it is moved into the process the harder it can be to have without causing offense.

We have never turned anyone away, but I have felt compelled to tactfully ask guests to clarify what kind of holiday they are looking for.  The result of the dialogue is that  I better know who I am giving the keys to and they better know me.  They are not faceless, anonymous guests and I am not a faceless, anonymous innkeeper. They are staying in my home.  People get that. It changes their attitude toward our space and our neighbors and in our experience, it makes them more respectful and appreciative.

 Knowing more about each other better reflects the spirit of home-sharing that Airbnb is supposed to be about.  Guests who want an anonymous, faceless experience should book a motel.  Knowing whether a guest "looks trust-worthy" may not be much to go on, but Airbnb should not strip hosts of our limited ability to exercise our judgment when creating a connection.      

[Jantine0]

I completely agree with Carli, I am in the same boat. I have had many lovely people from all countries lodge in my home. This has nothing to do with discrimmination but everything to do with safety.

[Diny1]

Carli, I agree with you. I'm a single woman who hosts male guests, female guests and couples from around the world in my spare room. I always look at the photo, read the message carefully and read the reviews if there are any for my own safety. Cancelling after the booking is completed will look like we are discriminating and Airbnb will penalise us. I will have no other option but to stop hosting when this is in place as my own safety is paramount.

[Arlene44]

I agree with Carli I do not want to host someone that cant or will not have a photo. I too have had over a hundred  guests and the few that have not posted thier picture I ask they do so. So far so good ,I have had a lot of wonderful guests but do not feel confortable with this new plan at all. Please reconcider.

[Christine1]

Unfair discrimination is very hurtful and it disadvantages individuals and communities of people. 

However, in the short term, safety for hosts and guests is a priority. 

Being willing to have a profile photo presented when you request information or accomodation is not an unreasonable ask. 

Hosts are requesting that Airbnb maintain the tools and resources which have allowed them to manage their personal safety.  

 For guests to be open and transparent to Airbnb and to their hosts  is integral to increasing safety for both parties. 

Without having fully considered the bigger picture, history of a number of home based accommodation services, and the potential for things to go wrong, its possible that a well intentioned response may lead to even more critical incidents. 

Speaking from experience, out of nearly 400 guests in my own home, only one visitor's weird behaviour hinted at inappropriate desires towards me. I ignored all of what I observed towards me, and increased the physical barriers in my residence, during his stay. 

He later commented on my professionalism towards him,  and my lack of response / interest to his hints änd gestures, when writing to me in his post checkout message,I sudpect he was fishing for information.  

My response to him was to confirm that Yes, I always conducted myself in a professional mannner towards my guests, and definitely option 2 was also correct,  as I had no interest in providing services of a more personal and private nature to him.

I reminded him (in s private msg) that as a business traveler he represented his employer andif his conduct were known to his employer, it could affect the opportunity for other employees to use Airbnb for travel.

He subsequently changed his profile picture  his gender and his name.

His original profile picture was correct. Social media still  sends links to  his picture its an unpleasant reminder of when I questioned whether I could continue hosting and I felt upset that this individual has made me feel uncomfortable ans less safe. 

I am a grown up, and I accept responsibility for taking steps to reduce risk and ensure my personal safety. And that includes using all the tools svailable.

Please think carefully sbout what is in everyone's best interest before  reducing the ability of Airbnb hosts to see  their guests.

Despite reporting this matter and flagging the profile, I  recieved no official response to acknowledge my concern. 

It bothered me for quite some time as I always followed the advice of Airbnb regarding screening guests,  and having a conversation, to ensure compatible expectations needs snd facilities,  plus I do background checks if required to verify that an ID is Genuine. 

Once the safety of hosts or guests is compromised then people's lives are at greater risk. There may be no turning back,  and we could be looking at a failed experiment.

Please be very careful about what will preserve and protect the sfaety of Airbnb hosts and guests into the long term. You have often advocated that Airbnb is a wonderful resource which has been embraced by women internationally, and has lead to increased economic independence for so many individuals. Please don't lose sight of how these two issues connect. It's not a peripheral issue.  

Thanks for all the good you do.... but..... 

Best regards Christine.

[Tracey22]

I agree with Christine 100%.  I too have had the uneasy and disturbing experience of a guest booking my place with false identification.  Once the guests had gotten a bit of a wine buzz, the girl that booked my place went upstairs, and her partner remained drinking on the back deck - then told me her real name was not the name she used to book my place with.  I immediately called airbnb to see how and why people were able to open accounts with false identification and misrepresent who they are to thier hosts.  I was beside myself considering the facts that these people have stayed in my home, know where all the entrances and locks are, know the layout of the house, know the property from the back bush side, know who I am, where I live by myself so remotely, where my bedroom is located in the house  ... and I have no idea who these people are, or why they booked my place with fake I.D.  Initially, Airbnb told me they would look into it, and get back to me with the proper name and identity of my guest.  After dozens of calls over several weeks trying to get an answer from them, they finally told me they would not be revealing her identification due to privacy issues!  That is un-freakin-belivable!   They've been in my home, they know who I am, they are now familiar with the entire layout of my home and property, and they know how isolated I live ... but I have no idea who these people really are, or what they're up to with their deceptiions.  How can I possibly believe Airbnb when they tell me that safety and security of their hosts are paramount?  Obviously, it's all about their commission, and ensuring the safety and security of their hosts is merely a lip-service tag line.  Now that they are virtually planning on keeping the identity of the guest a secret until AFTER they've booked, is absolutely outrageous, and only goes to prove further how little disregard Airbnb really has for the safety and security of it's hosts ... and in my case - Superhost.  This will be a deal-breaker for me as I have no intention of booking a guest first, then figuring out if they're on the America's Most Wanted list!

[Marsha17]

Hear! Hear! I feel the same way!  

[Yvonne191]

I agree with your concerns Christine and personally agree that Airbnb is a wonderful resource and I really enjoy being a host.

Nevertheless my home and personal safety and security are my # 1 priority.  I will continue to request both Airbnb validated Government ID and a facial Profile photo.  I don't currently accept bookings for landscapes, blue bears, flowers or people dressed up as Santa and have no plans to do so in future.

My listing states that I require both before I accept any Request.   All potential guests who don't wish to do so have the option and they should choose to request to book with another Airbnb whom is willing to host them.

Best regards Yvonne

[Hilary115]

How do you do this, Yvonne because apparently the photo will only be revealed after the booking is made?

[Yvonne191]

Hi Hilary,

First and foremost I must say that I enjoy being a host and find that Airbnb is a very good resource for me to do so. I hope you enjoy hosting as well. 

In answer to your question, it is ultimately up to the host, and we can choose how we proceed.  Hosts already receive photos from guests and some also require that guests show their government ID before they are allowed entrance as well. 

How you choose to proceed is your decision alone.

Best wishes,

Yvonne