I’m happy to be sharing a new Host update with you, which has important news about a topic I know is top of mind for many of you—reviews—along with news from our Host Advisory Board, about sustainability and introducing a new board member. (Welcome to the board, Pam!)
We’ve been listening closely to your feedback on our review system—specifically to how they relate to our party ban policy. For reviews written from today on, reviews from guests who violate our party ban will be eligible for removal. You shouldn’t have to trade off between reporting a party and getting dinged with a negative review. We want to close that gap.
This is just the first step. We’ll continue to listen to you and work to shape our policies to better support you and our whole community.
I’ll be in touch again soon with more updates. In the meantime, stay well, and happy hosting!
All my best,
I now take no notice of the stars at all. I have a guest book in my hallway and cherish the lovely things people say. if you communicate with your guests and really take the hard decisions when you have to then just concentrate on your guests who do the right things . Honestly bad guests are such a waste of time. We all get one or two . Try to alert other hosts and put stuff thats important in your rules and if concerned then run through your rules with each group. sometimes guests will surprise you in a good way. Bad guests have to leave eventually.
@Mike-And-Jane0 Always thought that was how it was done..... But please take a read below at the email i received from Airbnb... it shows they have another "assessment" coming up in July 2021, that is 3 months since the last one. New rules maybe?
@Aisha0 Nothing has changed. Assessment periods are every 3 months, always have been. But the assessment period is based on stats from the previous 365 days, not just those 3 months. So the July 1st assessment covers the period between July 1st 2020 and June 30, 2021.
Not the case in reality. As I mentioned in my original response - the system is archaic.
If you are checking each quarter and doing averages - but have not changed all criteria equally then the law of averages does NOT work.
In other words - for a whole year existing averages are calculated:-
1. Minimum total stays for 12 months.
2. 10 completed stays between Jul 1, 2020 and Jun 30, 2021
@Catherine-Powell sounds lively on paper. I am not sure the new policy covers all the basis for “creative” guests that will use anything in their power to bust a host that said no to their behaviour. Maybe the racial profiling option should be taken away al together because we all know very well how these bad guests will use it to their own benefit and to the detriment of any policy changes. I suggest you implement a completely different way for a guest to report real discrimination concerns that has nothing to do with the review process. Separate the 2 things so this way both guests and hosts have their rights.
Thank you for your feedback on this.
We certainly have systems in place to try to mitigate the likelihood of guests abusing policies, but I recognise that our Support team can have a difficult time dealing with claims when trying to navigate this thorny issue.
Are you able to offer more detail on your suggestion that we separate this into two different policies? Please feel free to share it here or send me a DM if you are more comfortable doing so.
@Catherine-Powell i can try to elaborate here no problem.
It is a fact that policy and rule breaking guests will try to use whatever in their power to stay for free, be refunded while breaking all the rules etc. My comment was specifically focusing on the discrimination card played so very often by rule breaking guests because they know it is a powerful tool. Whenever this card is played with a CS, the host loses. Even if the guest lies and broke all possible rules, the CS will award the guest with a refund or free stays and the host is left to fend for her/himself., sometimes facing significant damages. Sadly, despite the recent changes and efforts, hosts are still often overrun in their right to host and set their own rules. CS agents have old scripts and should probably be better trained but this is another topic by itself and not the focus of my reply.
My suggestion is that Airbnb implements a completely different channel to address discrimination for real. This channel has to be directed both by phone or text or message to a higher level of CS with a more specific training to specifically deal with these issues (real discrimination is no joke and must be addressed properly). Once this specific channel is in place, the reviewing system (both via app or website) should be set as not to allow words like “discrimination” and similar to be used in the reviews and if it is, said review is flagged and directed to the dedicated channel for further investigation and not published for the time being. If the review is biased and false it will not stand. This additional step would also allow the host to be heard before the review gets published. If a guest leaves a false review because the host enforced rules and the host fights it with an agent and the discrimination card is used, the review should be placed on hold while someone specifically trained investigates. This step would, in my opinion, let the hosts off the hook when discrimination is used against them in retaliation for enforcing the house rules that the guests ignored and similar other occasions, and, at the same time, safeguard those guests that are discriminated upon for real.
The way the review system is setup right now is very simplistic. Software programming allows for so many more keywords and multiple possibilities as to allow the software to actually sort and direct reviews in a more effective way and “freeze them” when certain criteria are met.
I don’t know if this makes any sense to you. Thank you
@Catherine-Powell Hosts have reported guests for partying and causing damages that they refuse to pay for. Yet those guests are not banned from the platform. They are allowed to go on to book other places and do the same thing.
The first thing Airbnb needs to do is ban these sorts of guests and have a prevention method for them just creating a new account.
Real solutions start with prevention measures before bad things happen, not damage control after the fact.
Hello, @Sarah977 and thank you for this feedback.
These changes are part of a larger drive to make improvements and you've made some excellent points. Your comments link back to what some of the other Hosts are raising here as well. Your comment and so many others really do help inform the decisions I make around how to better support our community. Thank you again for posting here.
Airbnb doesn’t really care about hosts and don’t knwk what this global head hosting board will do .
guests now days very “smart” books as one or 2 stays MORE THAN THAT .
when you ask additional guest fees then you end up bad review as a revenge .
too much demands,
and even couple years ago, guests finds a bug outside trash bin (caught on camera) brings in the bedroom, take photo and make a insect presence claim to get a refund .
These are too much. The worst thing when you call for hell Airbnb your need to tell the story at least 3 times to 3 different people.
Airbnb ambassador, —> agent —> and case manager or specialist or someone .
so that will go no where .
Funny about that bug thing. People do do that. but in very clumsy ways. who knew that people could be so devious.we have had people bring bugs from their own states that do not exist in our state. it is important to be in touch with people during their stay to check on their comfort and to check if any issues have arisen during their stay.they do not mention bugs then only after they have left.any bug is generally stone dead dried up and left conveniently out.we have bug checkups periodically for this reason.
We need to be able to charge the deposit. This would eliminated 99% of the problems.
This is a step in the right direction but much more needs to be done. From my experience, guest who have intentionally destroyed my property or threw a party have been rewarded by Airbnb and the host is left to deal with the consequences on their own. You need to do better and be a better advocate for your hosts!
Is it possible to add some kind of reverse button to sent payments too? I guess this is also really important.