Introducing Catherine Powell, our new Global Head of Hosting

[#1]

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. 

[Daniela1190]

Catherine,  it is nice to hear that the airbnb is taking precautious against parties. Another issue that I am having is, since Marijuana legalized I have a lot of guests coming and smoking inside the house, they cause roles in rugs, sofa, chair sits and even damaging furniture as the house doesn't have ashtray they put out in the furniture. 

Even though in my house rules smoking is not allowed, I have an impression that since the guests were used to smoke it hiding they created the habit of smoking inside the properties, besides my airbnb house is  in a conservative neighborhood that won't necessary want to smell it, in case if they smoke in designated area. 

Is this only my problem or there are many other hosts with the same problem?

Thank  you

[Nuria186]

You are very right, Marijuana is a common habit among Airbnb rentals, as there is not a front desk that could be made aware of drugs use.

Additionally, these days, anyone can get for only a few dollars a Marijuana legal user ID even on Groupon.

This is becoming a huge raising issue that we don’t know how to resolve, unless police is called on site but doing so would  affect Airbnb reputation. 

[Lezlee0]

Catherine Powell, can you please do away with the “awaiting verification” that hijacks our listing on same day bookings?  90 percent of the time, the guest doesn’t follow through with the verification nor withdraw the listing and we have no opportunity to decline to clear our calendar leaving us with a vacancy as it remains throughout the would be reservation blocking it from others. 

[Linda1161]

I completely agree the system is in favor of the Guests and leaves us as Hosts in a difficult situation.  The other day I had a horrendous Guest who was to meet me for check in and creates every lie in the book to avoid check in.  She wanted full refund and my no cancellation policy was jeopardized because she maneuvered Customer Support  They agree to allow this Guest NOT to produce identification in a Condo yet the listing states all Guest need to abide by Condo of the building.   She also refused to wear a COVID Mask and threatened Lawyers and Human Rights.  She wanted out of the booking because she booked and paid 1 month and wanted to extend for 2 but my condo was already booked.  She didn’t want to move in and move out in 30 days and caused a massive fight.  AirBnB support caved allowed her to cancel then they penalized me after 5 days of massive headaches and then BLOCKED my calendar.  A few days later AirBnB supervisor changed his mind and unblocked my calendar but now it’s less than. 28 days so I can’t have bookings anyway.  It was horrible I lost $2,444 for bad representation from AirBnB support and frustration lack of sleep and heartache yet I’ve been a host 4 years with a few properties of mine and over 144 reviews and 200 bookings.  This Guest was using 2 different accounts, and used Airbnb 5 times in 8 years.  I am so disgusted and have no where with AirBnB to complain 

it’s so bad for Hosts

[Julie203]

Wow, not surprised. Air does not support the host well at all.  Their customer service support is horrible. VRBO 5 star!  The 48-hour cancel is a joke and not acceptable. If a guest books in my high season in December for July there is no way I will allow them to cancel in July 48 hours before. This would be huge lost revenue.  3 months min. We as hosts should determine the cancel time frame.  VRBO is SO much better to work with.  Air blocks out the days if WE cancel a guest due to (?)  this is a power grab and simply wrong.  It is OUR  BUSINESS and our week to do with what we want.  They block it so NO ONE else could book.

Horrible.

[Linda1161]

Airbnb Customer Support have no interest in  listening or understanding anything. Condominiums are multi million dollar buildings and a Host can’t control Building Rules Regulations and even the Airbnb Supervisor refused to listen to the truth.  The multi million dollar potential liability to Airbnb that Supervisor supported is ludicrous.  I am going to take tgis to Executive Level but other than community Chats Airbnb regulators are impossible to reach.  Does anyone know how I can? 

[Mark37]

I am holding my breath for a cancellation today in CO.  I have guest arriving today, along with a snow storm.  It they can't make it, AirBNB will refund me and my place will be empty for a week during the peak of the ski season.

[Linda1161]

Why would you be responsible for a snow storm and lose your income ?  Mortgages taxes utilities still need to be paid