Strengthening our commitment to community standards

Airbnb
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Strengthening our commitment to community standards

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Hosts around the world have told us how much hosting means to them—personally and financially—and how rewarding great guest experiences can be. On the flip side, a bad experience with a guest can be frustrating and, in rare cases, even disruptive. We know these moments can meaningfully impact you and your time, money, and local community.

 

You’ve also given us feedback that you’d like us to hold the entire community, both hosts and guests, to the same high standards. We agree. That’s why in early 2020, we’ll be rolling out enhanced guest standards that set higher expectations for a trustworthy community. 

 

Establishing stronger guest standards

Our new Guest Standards Policy will clarify what Airbnb expects of guests, with the goal of ensuring that hosts can consistently have more positive experiences. When a guest doesn’t meet one of the standards outlined in the policy, they’ll receive a warning with education around how to be a better guest. We’ll track and weigh infractions (based on their severity), and repeated infractions may lead to suspension or removal of a guest from the platform. 

 

These guest standards build upon existing policies we already have in place to address the more serious trust and safety issues that result in immediate removal from the platform. We’re enhancing our system to better monitor for guests who engage in less serious misconduct, so that we can educate and take appropriate action against those guests. 

 

By setting clear standards, staffing teams to take action, and putting technology in place to track noncompliance, we expect to improve overall guest behavior and increase community trust. 

 

So what are the standards?

The new guest standards address some of the most common concerns expressed by our host community, and support our broader efforts to address parties that are unauthorized or disturb the community. Beginning in early 2020, the new policy will cover these five scenarios:

 

  1. Excessive noise: A disruptive level of noise, like loud music, prolonged shouting, or repeated pounding or stomping. It does not include complaints about minor or short-term disruptions (like a loud phone call) or noise that can’t be avoided (like walking up and down the stairs).
  2. Major cleanliness concerns: Anything that requires excessive cleaning after a guest checks out. This means extensive amounts of trash, debris, or food strewn throughout the property. It does not mean minor messes (like food left in the fridge or bagged trash left next to a trash can) or anything that could be considered part of normal wear and tear or turnover (like unwashed linens or a dirty kitchen).
  3. Unauthorized guests: When more guests stay overnight or visit the space than the host has authorized for that reservation.
  4. Unauthorized parking: When a guest or one of their visitors parks in an area that the host designated as off-limits, or when a guest or their visitors exceeds the number of cars that the host allows to park at the property, as set out in the listing description.
  5. Unauthorized smoking: When a guest or one of their visitors smokes inside the listing and the listing description prohibits smoking (this includes the use of tobacco, marijuana, e-cigarettes, etc.).

 

The new Guest Standards Policy kicks in when it’s been determined that a guest has engaged in one of these behaviors. Hosts may report a violation, and we’ll also accept reports of excessive noise through our Neighbor Reporting tool or from local law enforcement. 

 

What you can do 

We encourage you to clearly outline what you expect of guests in your House Rules, listing description, and messages to your guests. It’s particularly important to specify your rules around parking, extra guests, and smoking so we know if it should be considered “unauthorized” under the policy. When a guest fails to uphold these standards, it’s important to begin by addressing the issue with them directly—this is often the quickest path to resolution. In all cases, be ready to provide evidence that demonstrates a rule has been broken, whether that’s photos of excessive trash left in your space, an emailed complaint from a neighbor, or some other documentation. 

 

What comes next 

The second phase of the rollout will include additional scenarios we know are top of mind for you, like late checkouts, late check-ins, and unauthorized pets. Our goal is to roll out these additional standards later in 2020. Over time, and with your feedback, we expect to cover even more situations that are important to you. 

 

Your top questions, answered

Over the past few weeks, we’ve spent a lot of time talking to hosts and collecting feedback on this new policy. We’ve addressed a few of the top questions below.

 

 

Why are you rolling out guest standards in phases? 

These new standards represent a significant change for the community (both hosts and guests), and we want to make sure they’re working as intended before we expand them. Rolling out the policy in phases lets us carefully experiment with the standards, education and warning systems, processes, and technology systems we’re using. We aim to gradually expand and refine the policy to address other challenges that are specific to certain groups of hosts as well as different property types. This will be a journey, and we appreciate your input along the way. 

 

What happens if I report an urgent safety incident while it’s occurring?

If you or your property is in danger, you should always contact local authorities first. We already have policies in place to handle severe safety issues, like assault and violent threats. Violators of these policies are, and will continue to be, subject to immediate removal from the platform. We’re also in the process of rolling out an Urgent Support Line that routes hosts directly to agents who are specifically trained to handle these kinds of calls. The goal is to ensure your call is handled quickly and consistently, so you feel supported every time. 

 

How will I be supported when I call in with an issue about a guest in one of these scenarios?

As part of the new policy, hosts can request penalty-free cancellations for the remaining nights in a reservation when a guest has violated these standards and the situation cannot be resolved. And as always, if there is any damage to your property as a result of one of the above scenarios, you can file a claim under our $1,000,000 USD Host Guarantee.   

 

Why aren’t you enforcing all of my House Rules?

Initially, the new Guest Standards Policy will focus on the House Rules that hosts have told us they care about most. We know there are lots of other scenarios that hosts include in their House Rules and listing details. And while these scenarios are important to you, they may not be relevant to all hosts (e.g. rules around whether shoes or certain types of food are allowed in the home). Although these more personal rules aren’t covered by our new Guest Standards Policy, you can help set the right expectations with clear communication—sometimes a respectful reminder can be enough to resolve an issue. 

 

Keep the feedback coming

You've been telling us we need more robust guest standards to make our community stronger. We expect that, over time, these changes will improve guest behavior and your experiences as a host. We’re pleased to take this critical step in our journey to improve safety and reliability for our hosts. There’s still a lot more work to be done, and we appreciate your ongoing input. 

 

The growth of our community, and the trust we’ve built, could not have happened without your partnership. Thank you for all you do, and please let us know if you have any feedback in the comments below. 

754 Replies 754

@Erica209 I forgot to mention this was a long term 7 month booking, and Airbnb also locked up my room so I cant rent it out. That's what Airbnb calls building trust. This guest still had allmost 2 months to find a place, its not like I left him standing at the door on arrival, I cancelled on a matter of principal, because at least 7-8 Airbnb representatives had promised to fix the discrepancy, but no-one did.

I empathise with you. I had a nightmare guest in my property. They left the place in a terrible state, including minor breakage. My cleaner screamed when she it, it was that bad; I had to incur additional cleaning charges (which AirBnB was kind enough to refund) and replacement costs. I had an online argument with the guest that became very personal and ended in her using insulting language on Whatsapp, which i showed to AirBnB. I asked them to blacklist this guest, they declined. The guest posted a review of 1-star, no surprise there, I could not remove it because it was compliant with AirBnB rules. But the real insult to injury for me was that the review lowered my average rating, and I was stripped of my Superhost status. They had no interest in reversing this, the argument was that it was determined by an algorithm, no human had the authority to override it!! Can you believe it? Sure i can live without being a Superhost, no big deal, but I just wondering whose side they were on - a responsible host with a popular property and a great track record, or a guest who was rude, insolent and totally unfit to stay in someone else's property.

I had  the same experience twice. A guest broke the glass door of the bathroom and I send pictures and receipts but it was a waste of time. In top of no getting my money  back for the repairs and I got   a horrible   review   and Airbnb did nothing  another guest stained  the   mattress  which  I had to replace.  Same situation, Airbnb did not  collect the money  from the   guest  she said     the stain were  already there.  I will never rent an room if the  has stain of blood honestly ever be sleeping in those conditions. 

Wow!  I am surprised to hear the troubles everyone seems to have regarding getting paid for damages....The one, and only claim I have had (thank goodness) was a person vetted by Airbnb that turned out to be a convicted felon of bank fraud (he did four years in jail).  When I confronted Airbnb with this, they did virtually nothing to try to get him out.  They refunded his money, but he didn't leave!!  However, in the end, I put a $1300 claim in for damage, and rent.  They couldn't pay fast enough.  Anyway....guess I have mixed feelings.

I had the same experience where guests security deposit was not actually held.  Then Airbnb said that extra cleaning cost does not come out of the security deposit.  My stove was totally thrashed, took 4 hours to clean and it will never look the same!  I feel if something is that messed up, it should come out of the security deposit

You are right. When you ask for a security deposit which is to be given back after their  checking out people do keep the place cleaner and respect the property more in fear of not seeing their money again. Vrbo used to let you take a security deposit and return to the guest if all was left how they found it. It was security for both sides owner and guests.

I agree with you. I have 2 issues pending and according to what you just note I shouldn’t hold my breath.

Same here.  Two issues. Nothing from Air BnB.

Consider Renta Guardian or CSA Damage insurances.  Cost approximately $21-29 per reservation.  Add cost as a property fee.  
Rental Guardian is great.  

Marcus21
Level 10
London, United Kingdom

I certainly agree with this point, as far as I know my listing has a security deposit, I set it in the terms. I’ve had guests in the past express concern on having to apparently pay this Upfront to air bnb with their booking fee before they could reserve the place (presumably I lose business due to it) but I’ve not had a comment in a long time and I wonder if it’s still taken upfront. I’ve also had minor damages and made a claim and when this has happened the payout has seemingly come from host protection and not the deposit. I’m starting to wonder why I’m hobbling myself having the deposit in the listing at all. I’ve certainly noticed when air bnb settle a claim they’ve done everything possible to reduce it (eg a claim for a broken planter that was £130 and I submitted the original purchase receipt was reduced to £5 payout without explanation and they refused to review this) What I’ve expressed concern over with host guarantee covering damage when a guest isn’t held financially accountable what precedent does this set? ‘You can do what you like and air bnb will pick up the tab”..it doesn’t encourage responsible behaviour. One thing I would flag up with hosts here is guests from Switzerland, both times I’ve had minor damage it’s been from Swiss guests the second instance they were quite blazé in saying  “any trouble air bnb will sort you out, this is why we pay them a fee”. I discovered that infact Swiss guests can create profiles no problem but some have banks (the legendary Swiss banks!) which are capable of withholding payment from air bnb for damage subject to obtaining their consent and of course when you can avoid paying for damage most people are going to. I don’t think guests with these type of banking terms should be allowed to use the platform and certainly it should at least be flagged up when they book in the same way the atypical cancellation policy for South Korea is so you have the choice to consent to the arrangement. Always ask air bnb to clarify if a guest from Switzerland can withhold payment before accepting a reservation is my approach. Sadly raising the issue with them generally throws the request/you lose the reservation as they believe you are out to trump up damage. Sometimes ive had a guest would gladly waive the option to withhold payment just to stay.. but unfortunately they have no way to. I’d be interested to hear if anyone else has experienced other countries which play by different financial rules off the record in this way.

I believe that a security deposit is listed and the amount is shown when they book your room but they are not charged a security deposit upfront and only charged up to the amount you have listed if you contact Airbnb with a complaint. I hope this helps.

Why is it when you book a hotel room they hold your card "open" for incidentals and if there are any or damages they take the money without consent. Here though we must have consent from the guest who created the damages to withdraw the funds?

Absolutely agreed. When Air b n b refers to their $1,000,000 host guarantee - we all roll our eyes. We had guests that did not follow directions when making a fire in the fireplace, didn't call, left our house and linens with extensive smoke damage. We lost so much money in blocking reservations and cleaning, repainting...and Air DID NOT CARE. 

 

I'm not sure how much longer I can trust this company as a host. They are completely designed for the guest experience and we are there as their money makers. 

 

I thought about taking the fireplace option out but it takes away from the mountain/ski/snow experience. And now reading this just confirms they are in for the 'soft' violations. 

 

Ridiculous

Perhaps you could "idiot-proof" the place by installing a gas log!  Not as aesthetically pleasing, but an on-off switch might stretch the limits of some guests' intellects.

They smile at you while the whole time they have no intention of paying or helping.