At Airbnb, we started out with a close working relationship between our employees and hosts. Lots of our best ideas came directly from you, and we’re returning to that type of collaborative partnership that can help make each other better.
Today, we’re excited to share a video featuring our new Global Head of Hosting Catherine Powell, who outlines her plan to rebuild our business around hosts like you. Her main focus: more transparency.
Once you’ve watched the video, we’d really love to hear from you. Please let us know what you’d like us to cover in future Host Updates with Catherine.
Thank you for taking the time to read my message and looking into this issue that plagues all host here on Airbnb. If you need any additional input on this topic, examples as I have many or ideas on direction on where this can be improved or at the very least considered, please reach out to me. I am more than willing to lend any help in my part to make a positive difference for us all.
Look forward to seeing some positive changes.
I'm quite a new host (july 2020) but already I have had 2 bookings where the people on my doorstep were not the Airbnb members who booke
Being a single 60yr old lady I wasnt happy to have them in my home, but on both occasions I couldnt find how to get immediate support or how to report the booking person online
Thank you for any help with this issue
I am a retired Superhost who has not been paid by Airbnb since March. You have received payments from my renters which you have not paid to me. This includes two recent stays in July. Airbnb Support have been stalling for three weeks. Yesterday a message appeared stating 'case closed'. I have complained and received no response. This is diabolical treatment of one of your most loyal hosts. Please pay your hosts as priority number one. I've also messaged Brian Chesky. Your ethos is supposed to be 'A Community Built on Trust'. The latter is quickly evaporating. Thanks Mike
@Airbnb Tone-deaf--completely tone-deaf. I am not going to waste my time repeating what other hosts have already so eloquently said, but you would do well to do your homework and listen, Airbnb and Catherine(still-no-tag) Powell. All you need to know is already right here, on this forum. Maybe instead of making lengthy, pointless introductory videos, grab a cup of tea and and start perusing this forum to discover the things that REALLY matter to us hosts.
Hello Catherine, I would like to welcome you to Airbnb! I'm excited to have you join the company and the opportunity in learning new things to help facilitate and grow my business.
Thank you for your warm welcome, @Teresa617. The Airbnb Community is full of hosts who have so much knowledge, experience and creativity. I want to do all I can to give you all the support you need going forward.
I wish you all the best with your hosting journey.
I am so massively frustrated and disappointed with Airbnb customer service - or lack there of. WHY DID YOU REMOVE THE PHONE NUMBER? You are still blaming Covid!?!? Do you think we are all idiots? I am a hot minute away from cancelling BOTH my 5star accounts on Airbnb and going private. You wanna talk about brand? I literally built our brand from nothing on Instagram and point inquiries to YOU. Not the other way around. Our cottage Instagram accounts have over 33k followers combined. I am basically handing Airbnb money hand over fist. And you cannot even reply to my repeated messages about a reservation conflict we are currently in? This is beyond maddening. We don't want your lip service. We want action now. STOP IGNORING US.
Well you can see that as hosts we are being under lot of pressure and not that much help (or not at all) from Airbnb.
Really sad of seem how the hosts as been treated last months .
I think it is great that this role has been created, and I wish Catherine great success. The easiest way for Catherine to understand the struggles of a host is to host an Airbnb herself. I'm the CEO of a medial device company and have managed two spaces for the past 3 years - and I'm proud to say my wife and I have been successful. I recommend she give it a try herself to manage cleaning teams, manage the laundry service, manage reservations, manage complaints, manage damage claims and all the other plethora of activities required to be successful and profitable as a host (all while maintaining a full time job). The need for focus groups with hosts might not go away, but I'm certain the need to get in touch or alignment with hosts would be less important. Without hosts, Airbnb is nothing. Again, I wish Catherine great success, and I believe it is vital for Airbnb's success.