In the latest Host Update, Catherine Powell discusses quality hosting, updates to guest standards, and new COVID-19 safety requirements for members of the Airbnb community.
Last year, in an effort to hold guests accountable for their actions during a stay, we announced new guest reliability standards. Since then, roughly 100,000 guest accounts that violated these policies and standards have been suspended or removed. In response to ongoing host feedback, we’re adding five new criteria to our guest reliability standards to address late checkouts, unauthorized pets, removal of approved security devices, and other issues.
Between now and the end of the year, we’ll be investing in improvements to our systems and processes. These efforts will help us in making progress to ensure consistent enforcement, quicker response times, and higher overall accountability with guests.
As the heart of the Airbnb community, we know you work incredibly hard to provide the highest level of hospitality for your guests. When travelers have a bad experience with a host on Airbnb, it affects hosts’ reputations in their local communities and governments—and hurts our community as a whole. We’ve noticed recently that a group of listings didn’t live up to our expectations for quality. So just as we are removing guests to help protect the Airbnb community, we’ve decided to suspend or remove listings that have a consistent pattern of serious issues or that have regularly received low review ratings and failed to meet guest expectations.
In most cases, hosts with affected listings have already been notified and there is an appeals process in place to help address concerns. To learn more about these updates and how they may impact you as a host, watch the full Host Update.
To help keep our community safe and trusted, starting October 12, hosts of stays will be asked to commit to a five-step enhanced cleaning process. Hosts will be required to attest to the protocol by November 20. If you’ve already attested, you’ll simply need to follow a quick prompt to agree to wear a mask and practice social distancing. New hosts will also need to commit to the safety practices. According to internal Airbnb data, listings enrolled in the Enhanced Cleaning Protocol are some of the most popular listings and have three times more bookings on average than listings that were not enrolled in the protocol.
We know health and safety has been top of mind for both hosts and guests alike, and we will continue to try and ensure standards are being met. As always, thank you for sharing the topics that matter to you. Please let us know what you’d like us to cover in future Host Updates with Catherine.
To read a full overview of the video, visit this Resource Center article.
If you share common areas with guests, like hallways, living room, kitchen, etc, then those are not private spaces. Neither are private room if they share the same heating/cooling system with the rest of the house. Sharing indoor living space with others has been found to be the primary means of virus transmission.
I also have a private room home share listing and have enjoyed hosting and meeting guests from all over the world for over 3 years. But I haven't been hosting since March because it isn't a safe situation for either me or my guests as long as COVID is a threat.
Whilst I am directing this comment to Catherine Powell, the apparently new Hosting Director, why is is that when I type @Catherine_Powell there is No Match?? Why do airbnb Mgmt insist on being impossible to contact and remain relatively anonymous?
With a hope and a prayer perhaps you will actually read this.
So far your support have demonstrated a lack of ability to respond to my issues.
I have been getting random, and inconsistent replies from various staff members, and I don't seem to be able to get a proper credible, rational explanation, which is disconcerting.
As a superhost I found the support was still lacking, despite airbnb stating there would be a dedicated help for superhosts.
Achieving a superhost status is also a mystery.
I was granted that in July 2020 (for the 2nd time), having achieved 4.8 and over 90% response, etc.
Now logically if you waived the number of stays and occupancy criteria in March 2020 and I only had one guest 5* review in July AFTER I was already a superhost, I would expect that my rating then should be on average higher than 4.8 for October. But apparently, I have had various of your support colleagues give me inconsistent and incomplete explanations. The latest is that the review periods are for the previous 12 months. So even if that is the case, and all things being equal, there were no negative feedbacks, only 2 guests staying and one of them giving 5*, and the other had on a previous stay also given me 5*, it is inexplicable how my rating average can actually FALL to 4.7 in a matter of only 2-3 months! The only explanation I can find is that the rating criteria are STILL taking into account the other criteria that you claim were waived. According to my profile I have a 4.8 rating which also contradicts what your staff say. So what do I believe?
I am REALLY trying t o undertstand this.
Can you please clarify?
Thank you for your reply.
I did repeat my question because I felt it more relevant under a different topic.
Unfortunately, I do not have the time to read each and every update or post, as I have a life outside of airbnb. If like me there are others who also do not read everything, then repeating something may have an increased chance of getting a reply.
One does have the option to ignore a comment / post. No harm done! No harm intended.
I am new to this community and reading various views and comments critical or less than complimentary about different policies or issues. I thought this is the whole point of the community to share and voice concerns, and reach out to the widest audience of hosts, especially when there is lack of support through other channels.
I am also aware that airbnb use this channel to get feedback, so posting the same or similar comments in different relevant threads is helpful.
Hosts, new to this community / platform, should be encouraged to post, not discouraged.
@Airbnb @Catherine-Powell why are Airbnb not seeking a Judicial Review on WHO advice re Masks/ Face coverings, cleaning protocols, Social Distancing and the whole Coronavirus Act which was so hastily imposed on us world wide bc of a munted methodology initiated by Professor Neil Ferguson, whose history is shoddy, Imperial College of London & other Academics who omitted to factor into account pre existing Legislation for each and every countries unique situations & Public & Private Health care systems?
Taking a blanket approach for a virus that it's unknown exactly where & how it's come from is nuts.
Is it possible to still use Airbnb if the cabin you rent is in an off grid cabin with no electricity, or running water? I do the best I can, but it is impossible to meet all the guidelines in this circumstance. I wash cabinets and doors with a disinfectant. I spray fabrics with a hospital germicide. I do not do dishes. If the guest is concerned, they can bring paper plates.
I just got this from CS:
I cannot find where I agree to the terms and conditions for the new Covid 19 cleaning policies. Please let me know where I find this. There was nothing in my app or dashbord. Thank you.
This global policy is inappropriate, paternalistic and bullying. I do not intend to comply. Please see my thread at https://community.withairbnb.com/t5/Hosting/COMPULSORY-enhanced-cleaning-protocol-unrealistic-for-ma....
Where community transmissions of COVID-19 are being managed, the blanket policy for wearing masks that AirBnB is requiring hosts worldwide to agree to is absurd. Perhaps the wearing of masks could be an additional safety option for hosts and guests to request if they feel they are at risk from community transmission of COVID-19.
@Kevin1148hello from a fellow New Zealand, up in the Big Smoke, don't dare suggest such an Option or there will be all hell to pay with that.
See my other comments elsewhere here in CC including under New Zealand & Public Health Acts.
There's always "Grey areas" in laws.
Roll on the Andrew Borrowdale JR Appeal against the Director General of Health & others.
They have much to be answers me for and are not exempt from Laws.
Wearing of masks is to prevent cross-infection! If either the host or guest has Corona-19 then neither has any business to be a host or a guest.
Should we check the temperature of our guests on arrival and cancel those who show a reading above normal? Where would they go? Here, in Western Australia, they would be taken to a secure quarantine hotel at their expense or if needing hospitalisation to our local hospital which has a covid-19 treatment centre. We would also need to quarantine for 14 days in our home and cancel any Airbnb bookings in that period or longer till we show a negative test result. If we became ill enough to require hospitalisation then we would be taken by ambulance to our local hospital. All of our contacts would be advised to quarantine as well. That is no going out to work, shops, school, for exercise or anywhere.
However, our state has no cases from community contact and our guests are local or interstate or international FIFO who can't go home and require accommodation for their days off duty.
What is the point of the face masks?