The past few months have been a tough time for all of us, especially hosts and guests. We’ve been listening closely to your feedback in all its forms and working tirelessly to create solutions because we know that encountering delays—especially when it comes to customer service or payments—is incredibly frustrating.
In the latest Host Update, Catherine Powell sits down with Tara Bunch, our new Global Head of Operations, to offer transparency about how we’re strengthening our customer service team and to explain more about our payment process for hosts. Once you’ve watched the video, we’d really love to hear from you. Please let us know what you’d like covered in future Host Updates with Catherine. As always, thank you for sharing the topics that matter to you.
We are starting to notice a trend amongst our longterm guests. Because the service fee is so high on their end especially during this time, we are getting asked more frequently to take the booking off the Airbnb platform. Perhaps in order for Airbnb to hold on to more runaway bookings, you should consider lowering the guest and host service fee to make it more economical for them to book long stays. If you do so, you will probably make more on booking fees as more bookings will stay on the platform. It's starting to feel like gouging, collecting fees from guests and hosts, especially as a host we feel abandoned by Airbnb. The host fees are high now that we've had to lower our rates to attract fewer travelers and help make up for Airbnb fees on their end in order to book them. It becomes increasingly tempting to avoid your fees altogether.
Also for many when reconnecting and preparing for cleaners to recommence, one may find their fees have had to adjust due to the demands of a pandemic riddled world, so no longer is the beautiful senorita who did an amazing job on your villa for $100 with all the linens around anymore, Its another service fee which has become so high in certain scenarios the property becomes non-viable to host at rates that provide the host satisfactory returns and an environment to leverage this from. I actually are surprised @Catherine-Powell as alone this should guarantee certain sensitivities toward client areas of importance and concern that would be easily managed and reflect on guests and the 'guest mentality'. i am sure we've all had the first shock once apon a time when we figured out how much the guest actually would have to fork out in total to get into your place. It made for interesting digest, so now in face of a post covid lockdown and among a world recovering from a financial touch that affected the best, people from both sides will be looking for ecenomic relief and reassurance through understanding, the very 'empathy' we look to trade, this being in the very form of reducing service fees 'in light' of real circumstances that get outlined like above and allow flexibility for hosts, co-hosts and guests to get travel and Air BnB moving again safely, there is enough to go around.
So true. In NJ guest must pay a state and occupancy tax when using the platform in addition to the Airbnb fee adding an additional 24% to the costs for our guests. Many people are avoiding the platform as an option when looking. Their fees need to really come down.
Amen! We literally had a customer "service" response that stated "I would like to inform you that the turnaround time for a user to get support is within 24 hours,....." as if this is acceptable! 24 hours! They then proceeded to give us generic information regarding our issue that was nothing more than what you can search on the site. It was a useless, fruitless and utterly frustrating interaction.
Airbnb's is based on trust: trust of hosts, guests and the guests and hosts trust in the Airbnb platform including customer service. If a host performed to the recent quality level of Airbnb's customer service, we would no longer be a host.
I have thought of a simple solution for Airbnb's lack of quality. The review process for each reservation should include an Airbnb Review feature that guests and hosts can rate Airbnb on their performance. This would send an immediate red flag or "what is working" to Airbnb Customer Service Managers, employees, etc. If Airbnb utilized the Airbnb quality reviews it could be preventative instead of the current firefighting management style. We, too, received an endless loop of generic information referral to the websites when contacting C/S by phone and on the app/website.
Please let me vent: My long-term business guest (over a year now) was trying to extend his reservation for the next four months. When the app/website was accessible, it asked him to verify his identity. Yet, his Profile already showed identity verified. Adding insult to injury, the reservation expired and he was not able to make a new reservation due the platforms failure and Customer Service/ Resolution Centers unprofessional response times. Therefore, the past week he has been staying without an Airbnb reservation. I'm not getting paid. When I did get C/S response, they informed me I would get paid through the Resolution Center. But wait there's more, I have no Airbnb insurance policy for the "no reservation" period .
When we could load the app/website, we would get an error message"429 Too Many Requests". When responding to C/S rep thread for our resoluton case, an error message "unfortunately a connection error prevented your request from being sent. Please try again".
Did anyone have this experience the week before Labor Day?
A week later, my guest was able to make his reservation.
Needless to say,
Yes. Exactly the same problems. I could do absolutely nothing. Customer service was clueless and unhelpful as usual.
yes i got same error once you use so much AirBnb after few hours not vising site we could use it..
Maybe it is related to slow traffic on AirBnb
I had a problem with a guest. Airbnb was contacted. They told me the escalation department would contact me. I later found out the guest had a weapon on my property. Freaked out, took photos and contacted Airbnb. They did nothing!!!&&
I've been waiting 7 days, so far, for Customer Service to tell me why payment is two weeks late, or better yet, process the payment. I did get an email response saying they were turning it over to another team to investigate.
I have a payment from November 2019 that I still have not received. Every time I contact them I am told that it is a computer glitch and they are turning it over to another team to investigate. Then they close the case.
Anybody have any ideas how to get some attention.
Customer Service did respond late yesterday (9 days after initial inquiry) and released the payment today (Sept 10).. The explanation for delay is that the host's bank did not, for an unknown reason, release the payment as scheduled.