If you watched the first Host Update from our new Global Head of Hosting Catherine Powell, you’ll know that we are working on rebuilding our business around hosts, and giving you more transparency along the way.
Today, we’re sharing Catherine’s latest Host Update with you. In this video, she discusses important priorities and insights for hosts at Airbnb right now. These include how Airbnb is handling parties, active steps being taken to support Superhosts, and why it can pay off to commit to higher standards for cleaning.
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.
@Catherine-Powell While I appreciate the sentiment behind the cleaning standards, there is no way that even a small percentage of hosts who have signed up are following them. The checklist includes sanitizing the inside of the toilet brush canister, only after you have also sanitized the toilet brush... as an example. If a guest is really interested in sticking their hands in my toilet brush canister, I imagine that catching Covid would not really be top of mind. Professional cleaning to this degree would require a cleaning fee of many many hundreds of dollars (thousands? depending on the property). Yes, wear a mask while cleaning. Yes, sanitize bathrooms the way you would normally, wash all of the linens, focus heavily on frequently touched surfaces. No, don't sanitize the ceiling of an outdoor space. It's very frustrating that hosts who are unwilling to lie to their guests are essentially being punished because guests likely don't understand what the enhanced cleaning protocol means. We have 231 reviews and we've never gotten lower than 5 stars on cleanliness, but we still won't sign up for this. I did see your reply that you understand the guidelines won't be suitable for all, but realistically they are suitable for no one as it would be impossible to make it cost effective. And perhaps more importantly, many of the steps aren't necessary at all to slow the spread of Covid-19. Outside of Airbnb, I've never seen a suggestion or a claim that businesses are sanitizing their ceilings. I love the idea from @Mark116 in which hosts could pick their own cleanliness standards in a checklist. Then, if a host is *really* washing all of their walls and curtains and getting those toilet brush holders squeaky clean, they can proudly check those boxes.
Edited to add: On a more positive note, I do want to say that I'm happy you're here. It is clear based on your comments that you are listening and interested in generating positive change, for hosts and for Airbnb. I also just saw another comment where you said you were looking into making the cleaning standards more accessible. Thank you!
Our last guest threw a party, even though she booked for 2 people. When we heard the music start blasting and saw the crowds going to our side entrance we sent her a message reminding her of the 2 person reservation. We saw her party goers leave and the music quieted down. About an hour later the music was back up and the crowd grew. We had to knock on the door and ask them all to leave, which thankfully they did. However, we were left with a broken bed, barstools, feces in the shower, vomit in the sink, burn marks on our carpet...you get the picture. We put a claim in with Air BnB, she of course denied responsibility. We are waiting for a call from Air BnB for next steps, at this point we are over $400 in damages, plus we cannot host until everything is fixed. Additionally, I'm wondering what Air BnBs stance will be on allowing this person to keep her "membership"? Also, what happens when it comes time to review, are they going to allow her review to be submitted? We have a 4.9 rating, take all Covid precautions and pride ourselves on our reputation. Since this goes against their policy and is just wrong, I'm hoping Air BnB solves it and is on the side of the hosts who are clearly having to deal with this growing issue. @Airbnb @Catherine-Powell any suggestions on how we proceed?
My concern about a experience with a fake host , put me to think if I will continue with Airbnb .
this lady was a realtor in Miami and her job was To sub rent through Airbnb apartments For other people in Colombia.
as probably you know ,The insecurity in my native Country is very high and dangerous. And I was so worry to put the other owners of the Bilding in danger, because my hosting.
this lady contacted me as the guest who supposedly rent the apartment.
I check her credentials and she was approved by Airbnb but because she rented to other people I did not know who they were and this people don’t even was register by airbnb . I realized because they had different last name
And when I got suspicious and checked her reviews people was referring her by the owner but some said she was not the owner.
My cuestión is :how to improve the security check of the guest and be more reliable ?
and how you will penalize those people to abuse the system?
thanks fir reading this.
Hi @Mariaclara19 ,
Thanks for sharing your experience here, and I agree that we need to work on improving guest standards and ensuring that agents are not able to use the platform to book on behalf of unknown guests.
We are working on improvements in this area, and I look forward to sharing more with you in the coming weeks.