How we used your feedback to inspire change

Administrator in
Malibu, CA
Administrator
3,097 Views

 

 

 

 

 

 

Hi everyone, 

 

As we kick off the new year, I want to take a moment to reflect on all we’ve achieved together over the past 12 months and personally thank each of you for providing outstanding hospitality to guests around the world.

 

Without you, we wouldn’t be where we are today. In particular, we’ve evolved Airbnb as a direct result of your feedback—from better hosting protections to improved support, and many other products and services. 

 

Head over to the Resource Center to read my full message and watch a great video about how we’ve been building and improving Airbnb together with Hosts. And please keep sharing your thoughts with us. I appreciate each and every one of your messages, and I do read your comments, even if I don’t always manage to reply directly.

 

Best wishes for a happy and successful year of hosting in 2022! And if you like the video, please consider sharing it with your followers. 

 

All my best, 

Catherine

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68 Replies

Re: How we used your feedback to inspire change

in
Orono, ME
Level 10
  • Improvements to our review system: In our continued effort to improve the review process, we limited the instances where guests who cancel are able to leave a review.

Thank you for that. I recently had a guest cancel on their day of arrival because their flight was canceled. There was no option to review, as there shouldn't be. 

Re: How we used your feedback to inspire change

in
Alberta, Canada
Level 10

@Emilia42 “ I recently had a guest cancel on their day of arrival because their flight was canceled. There was no option to review, as there shouldn't be.”

 

This is inconsistent. I recently had a guest cancel day of arrival and I got the review prompt. The review form has not changed. I was asked to rate and review on all the usual criteria, which is impossible when a guest does not stay.

 

The blurb states “we limited the instances where guests who cancel are able to leave a review.” Please explain what ‘limited instances’ means here. Why is this not simple, as it should be? Reviews should not be required for any cancellation where guest does not stay and host does not host. If they are required, then amend the review questions to be appropriate to the situation. This needs fixed.

@Catherine-Powell 

Re: How we used your feedback to inspire change

in
Orono, ME
Level 10

@Colleen253 I have realized that too. After my experience above, I had another guest cancel on the morning of arrival, less than 24 hours after booking. We both received the prompt to review the next day. So very inconsistent and not sure what the trigger is. I wonder if guests are given the option to indicate a reason for canceling and some reasons trigger a review? Although unlikely, because clearly neither of my potential guests ever even left their home/traveled to my town. 

Re: How we used your feedback to inspire change

in
Alberta, Canada
Level 10

@Emilia42 

 

I agree, unlikely. This needs fixed, regardless. It just makes no sense that when reviews are allowed for cancellation situations, that the reviewer is asked to rate and review the stay, which never takes place.

Re: How we used your feedback to inspire change

in
Orono, ME
Level 10

@Colleen253 Agreed. This has always been one of my biggest gripes. 

Re: How we used your feedback to inspire change

Administrator in
Malibu, CA
Administrator

Hi @Colleen253,

 

Thank you for sharing your experience. You're correct - we recently made some updates to our review policy: if a guest cancels on the day of their check in, depending on what their reason is, there may not be an option to leave a review. I understand you would like to see more improvements with this. We appreciate feedback from community members like you and we'll use it to continue evolving our review system and policies.

 

Hope this helps,

Catherine

Re: How we used your feedback to inspire change

in
England, United Kingdom
Level 10

@Catherine-Powell you say in your article we should tag you but you never respond (at least never to criticism). Will this be changing going forward?

Also, while I am here, Does the HAB still exist and does it have a new set of people given that it was originally a 12 month tenure?

Re: How we used your feedback to inspire change

in
Leeuwarden, The Netherlands
Level 10

@Mike-And-Jane0 

 

The GAB still excists::

 

Emiel1_0-1642200594126.png

 

Re: How we used your feedback to inspire change

Online Community Manager in
London, United Kingdom
Online Community Manager

Hi @Mike-And-Jane0, Although Catherine cannot respond to each and every comment, we are passing on your feedback to her and her team. We will continue to work closely with Catherine to address as many of your questions and feedback as possible, positive or negative, shared here on the CC, so please do keep sharing your opinions and suggestions with us. 

 

The host advisory board was always a long term program - ideas brought forward in the first year begin to take shape and develop, and the next set of board members continue that work.

 

We know change is gradual and things can take a while before we see the fruits of the labour. That being said, several of the 2021 board are staying on, with some new faces joining from all over the globe. We’re looking forward to introducing them to the CC soon!

 

Thanks,

 

Quincy

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Re: How we used your feedback to inspire change

in
England, United Kingdom
Level 10

@Quincy I agree @Catherine-Powell can't possibly answer every comment but it is rather amusing that she finds time to answer a few positive comments but never has time to answer a negative comment. That said I would have thought she might make the extra effort to respond to posts on a thread she has started. It might get her more than 2 pages of comments which is really quite poor!

Re: How we used your feedback to inspire change

in
Alberta, Canada
Level 10

“Calendar refresh: Your desktop calendar is redesigned and easier to use, with helpful new features.”

 
It’s not improved. It’s practically unusable now.

 

https://community.withairbnb.com/t5/Help/New-calendar/td-p/1532784

Input from hosts, those who actually use the calendar, would be worthwhile, rather than simply letting a design team loose on it. Please switch back to the old calendar format. Hosts should be consulted when any changes to features we use heavily are intended.

 

Why has the search process been changed, regarding filters? Not good for anyone. 

 

https://community.withairbnb.com/t5/Help/Appalled-filters-are-no-longer-working/m-p/1436615#M313500

 

 

Re: How we used your feedback to inspire change

Online Community Manager in
London, United Kingdom
Online Community Manager

Hi @Colleen253

 

Thanks for flagging those two discussions, in which a lot of very insightful feedback was shared. We’ve highlighted them to both Catherine and the relevant teams.

 

I know they appreciate your comments and any suggestions you have on how you think best to improve things, so please do keep contributing to the Community with your experiences and ideas, as it's really helpful to hear them!

 

Thanks,

 

Quincy

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Re: How we used your feedback to inspire change

in
Candler, NC
Level 3

I hate the desktop.. Today is far from what is going on today. I have to go to upcoming to actually see today's chores. I am also tired of seeing 30 unread posts in my inbox that are about reviews I have written. There is no way to mark all posts as read. The desktop interface is time consuming. I'd also like to 'record' my review responses in 'quick response' format to avoid an hour a week reviewing guests. I have 7 listings, but turned off two of them because my work load is too time consuming. The whole computer side of things needs to remember we deal with slow loading speeds and multiple devices to run this business. 

 

 

Re: How we used your feedback to inspire change

in
Jersey City, NJ
Level 10

 

1) Your 'pet fee' roll-out leaves something to be desired.  Adding a prompt about service or emotional support animals, just in case the traveler isn't aware they can check that box and then bring any animal into a no pet listing.  The prompt that mentions 'if you're bringing more animals than 2' let your host know.  What the?  Huh?  And where did you get 'up to 5 animals'?  Why?  Do you think any sane people other than those possibly attending a dog show travel with 5 dogs or cats?

 

2) Still nothing on revenge reviews.  The simple fix, would be that when there is a dispute and the evidence is not overwhelming on one side or the other [you could use the reasonable person standard] that you should allow the text review but remove the stars for both host and guest.  Hosts are held hostage by guests, afraid to call out bad behavior and damages for fear of their listing being tanked by a 1 star review.

 

3) Speaking of the stars, the pressure for every review to be 5 stars makes the entire system basically worthless except for Airbnb's marketing against hotels.

 

4) Why oh why do you think that anyone should be able to bring, again 5, infants to a listing and not have that count against the guest total?

 

5) I beg you to stop 'updating' this web site without beta testing it with hosts and guests.  There has not been an actual improvement that makes anything work better in YEARS.

 

6) Is Airbnb ever going to train the customer service people or is this actually by design?

 

7) Why does Airbnb suspend listings for things like 'hidden cameras' when a child could check the listing and see whether cameras are disclosed or not? This is a horrific policy, especially for an American based company to have, where hosts are found guilty and punished without any chance to defend themselves.

 

**Those are half a dozen serious issues that have been issues at least since 2018 and are all easy to fix but have not been fixed.  Color me skeptical at this point.

 

 

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