Thanks for all of your feedback on the recent changes we announced to the guest profile photo process. Our team has read each and every one of your comments. We understand many of you are feeling frustrated right now, so we want to respond with some more details and clarification.
First, we want to acknowledge that this is a complicated and emotional topic: It touches on elements such as discrimination, choice, safety, and equality between Airbnb hosts and guests. As always, we’ve been really impressed by the quality of the conversations, and the supportiveness of the community in this thread. We’ve had significant discussion and debate about it internally at Airbnb, too. It’s clear that we need to keep listening and engaging with you (our hosts and partners) on this topic, and we commit to continuing to do so.
At the same time, it’s important that we also continue to take guest concerns into account. Most guests do provide a profile photo, but others told us that they didn’t want to share a picture of themselves when booking on Airbnb because they’re concerned their photos could be misused in a way that violates Airbnb’s nondiscrimination policy. As you know, Airbnb’s mission is to create a world where people can belong anywhere, and we want to make sure guests can feel comfortable when they travel on Airbnb.
We also know from many conversations with hosts (and from reading through your comments here) that you really value profile photos, for several important reasons (knowing what guests look like before they arrive, feeling safer, etc.). We always want to balance the needs of both hosts and guests and, at the same time, make sure we’re working towards Airbnb’s mission. It can be exceptionally hard to get that balance right, but we tried to do this with these recent changes.
As we highlighted in our previous post, the new policy means that Airbnb will not require guests to provide a profile photo and that, for those guests who choose to provide a profile photo, those photos will not be shown to hosts until after the booking is accepted. At the same time, we introduced a new host control that allows you to opt in to require that your guests provide a profile photo prior to submitting a booking request. This photo will be shown to hosts as soon as you accept the booking request, so you’ll be able to ensure you know what your guests look like before they arrive. In addition, you can always require your guests to provide a government ID to Airbnb, as well (more on that here).
Here are a few more tips to help you build trust with guests before a trip:
Now, there are a few key themes we read in your comments about these changes, and we want to take a few minutes to address each of them:
Safety: Many of you mentioned that you’re not comfortable hosting someone who doesn't want to show their face, and some of you pointed out that you’re in challenging situations (remote locations and solo female hosts, for instance). This is an incredibly important topic. We’ve read through your responses, and we are committed to looking for ways to build trust between guests and hosts in all situations.
We’d like to extend an invitation to the engaged host community following this thread. Our home safety team is brainstorming ideas for how we could improve your experience and ensure you feel more safe hosting. While we have lots of ideas, we know the best solutions will come from listening to you, so we’d like to connect directly. Please let us know in the comments, below.
Timing: Many of you asked when you would see the changes to the guest profile photo process occur. We’re rolling them out gradually, as we often do with new products or processes. Currently, these changes have been introduced to 75% of hosts globally, and in the coming weeks will be available to 100% of hosts.
Profile photos: A number of you raised concerns about profile photos that show a picture of a sunset or the guest’s dog instead of the guest themselves. We have updated our policies to address these concerns. If you choose to turn on the new control and require that your guests have a profile photo, you can call Airbnb’s Community Support if you accept a reservation from a guest that does not have a profile photo of themselves. Our Community Support team will work with you to address the situation. If you feel uncomfortable hosting someone without a photo of themselves, you can request to cancel the reservation penalty-free. (We recommend messaging the guest directly before cancelling.)
Discrimination: We do not condone discrimination by any member of the Airbnb community. These changes are part of our commitment to combating discrimination. Many of you responded that you believe these changes were unnecessary because you share our commitment to diversity and inclusion. We appreciate that feedback and can’t overstate the importance of having a host community that is engaged on this topic. Nonetheless, guests have consistently told us that they have concerns about hosts making decisions based on profile photos in violation of our Non-discrimination policy. We believe the changes to how we display photos addresses these concerns while balancing hosts’ interest in seeing potential guests before they arrive. Making these changes was an incredibly complex decision, for all the reasons you raised, but after significant debate (and working with many experts on this topic), we decided they were crucial changes to make.
Thank you for continuing to give us feedback and support as we strive to continue improving Airbnb for both hosts and guests. We hope you understand that we needed to make these changes to ensure a world of belonging and inclusivity. Please continue to tell us how we can improve, and we’ll continue to listen and adjust as we work to ensure you can feel comfortable and confident hosting.
The Airbnb Team
@Martin333 You make a point which I haven't seen mentioned before, which may explain why some hosts are seeing a definite increase in the number of bad guests-that they have been banned from other platforms which are more proactive in ridding their company of unacceptable guests, whereas you pretty much have to do something like ax murder your host to get banned from Airbnb. And those that do get banned seem to be able to set up a new profile with ease.
Airbnb answer is not genuine and this is why
I was just checking out some listings and looking at their reviews. When clicking on the profile picture of the person leaving the review I could access their profile page, their profile picture, location and even the description they give of themselves....
I thought your move was about the safety of the guest, however while I can't see anything about the person I'm opening my house to any other person can map out their holiday habits and whereabouts easily.
I do request booking for the same reason. I don't think I'll be comfortable with instant booking and all for the same reason. I prefer to get to know a little bit about the guest before accepting any request .
If the guest does not have a profile I request one and specially if they do not have any reviews.
If they do not have a pic I request they post one before arrival.
I make sure they have read the house rules since we do not allow any cooking and other limitations. So I make sure they are ok with all my requirements before I accept. If they don't like it they can book somewhere else... I like to feel safe and know who's coming to stay in my home.
I definitely think it should be mutual, guests wants to see our picture and see our faces and our reviews from other guests, we, hosts, also want to see who will be coming to our houses and sharing our spaces and for what purpose, it is our safety that's on the line, if I am not able to do that then I am seriously thinking about not dong business with Airbnb anymore, I demand to be treated equally and if I am unable to see my future guests picture then I would not accept the reservation.
Thank you for the opportunity to voice my concerns. Please require a clear photo of the guest. So appreciate this requirement.