Strengthening our commitment to community standards

[Airbnb]

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. 

[Anastasia--Ann0]

That's a good point I have guests who want to check in 3-4 hours early and leave a few hours late.

I am selling time at the beach.  Perhaps I should add a note in the description,  but my issue is they 

would automatically give me a bad review.

[Keresepe0]

It is quite good for you to outline these.because@ Ntshe River lodge we have always been having a problem with getting more guests for example for a price of one room and you get 12 more on top. The other thing if one puts a price for a room that accomodates 2people only  the "Pricing" that u give guests must spell out or be specific on the number of guests a room cud accomodates,because we have instances where we had to ask guests to top up because we wud have  12 extra people for a price of 2 guests, which is not good for guests but not good for the host  because you wud be making a loss 

[Ernest375]

In December 2019 a guest left my property with £11,000.00 worth of damage after he threw a unauthorised NYE party with smoking drinking and load music. My neighbours complained.. I had cctv footage of the extensive guest and when I tried to make a claim for the damages I was told that the damage was wear and tear.. a cracked ok wood staircase, cracked tiles floor, cracked wall, burnt carpet. 

The guest before who checked out the day this guy checked in confirmed none of these damages existed previously. My cleaners also confirmed the damages did not exist prior to this trip. Air bnb did nothing to help me and weeks later after I threatened court action removed me from the community. In this scenario.. what do I do? I fee helpless as I rely on the income across my many properties.. 

[Tessa34]

Airbnb have always been very helpful with any guest issue I have reported. Charging the guest once I have shown the evidence. My problem is the review policy. Obviously once the guest knows they have had a complaint made against them by the host they are very angry. They then have the advantage of leaving you a bad, negative review and low star rating. Airbnb think this is a fair system and there is nothing you can do about it.  This has impacted on my Super Host status, as for the first time in 3 years my star rating went down to 4.7,  just missing out on the required 4.8. We all work so hard making a great experience for our guests and the odd disrespectful or disruptive guest ruins you reputation. Airbnb,  please support your valued Hosts and do not allow a guest to summit a review once they have been proven guilty.

[Adam784]

Some good points, but I am concerned that AirBNB is choosing to enforce only some of the rules we, as hosts, require. What, then, is the point of having rules?

If I ask that guests remove shoes to protect my floors, but AirBNB doesn't think that this is important? And who decides what constitutes excessive cleaning? A bath totally caked with body make-up, walls smeared in same, pillows and sheets likewise. Beer bottles exploded in the freezer?

I guess that is regarded as "normal" by AirBNB. One wonders what state their houses are.

[Adam107]

Breadcrumbs.  For as innovative as this company can be,  they can certainly get a lot more creative and effective than this.  How can we hosts see the reviews and rating Guests have left previous hosts?  THAT would be an equal playing field. 

[Sarah977]

@Adam107  There are 2 ways you can see the reviews guests have left. One is to download the Air Review extension, which will show you all the reviews a user has written and received in one place. The longer, more time-consuming way is to click on the host's profile who left a review for that guest, scoll down that host's reviews until you find the review the guest left for them, if in fact, they did. You have to keep going back and forth, clicking on the various hosts' profiles that wrote review for that guest. 

[Adam107]

The second way you described is what I have been doing, which is incredibly time consuming, and too often only to find out no review was left.  More importantly, this approach also does not reveal rating that was left, rather just the other side of an exchange of pleasantries.  The score rating is what I really want to see, and really the main thing of value. My guess is, AirBnb does not care to make this an efficient process or revealed the details altogether.  I will try the extension you referenced, thank you. 

[Rob216]

I like the commentary and forthcoming changes.

[Gordon119]

Wow.  Been doing this with high end cabins on my cattle ranch for 4 years now.  I have never had a significant problem with an AirBnB guest. I am in multiple platforms.  When I have discounted my rates for a last minute booking, on another platform, that is when I get guests that are less respectful and that complain about the value. I quit offering deep discounts. I am a super host and I believe my best guests come through AirBnB.

[Julie10]

It's time for you to address damage and loss claims. You place hosts in a nearly impossible position to provide sometimes an onerous amount of documentation in a very short period of time. For example, if a host ruins an entire composite deck by moving a fire pit (that guests are told not to move in house rules), essentially ruining the deck. Guests check out and you want three quotes within 48 hours. You try to get 3 contractors to come out, especially if the guests check out on a Saturday morning.  Then you force hosts to file an insurance claim first, which often results in higher future premiums and a higher risk of getting dropped.

This is not a hypothetical scenario, this happened to a host I know, and countless other ones. The guarantee Airbnb offers has become a joke for hosts who have had real, significant damage to their properties. A guest shut off my heat and caused $3500 in damage. You took the word of a first time guest rather than a host that had been with you for over 7  years. 

I'm moderator of the hosting group in Pittsburgh, and I tell new hosts not to rely on the "hosting guarantee" to get any significant sums of money back when a guest destroys something of value more than about $500.  I wish the "guarantee" would be better explained to hosts, its limitations and exceptions stated, and let hosts understand that on many occasions, you will force them to file w their own insurance.  I think many hosts would operate their properties differently if they had this information.

[Sandra1581]

The attention of Air Bnb to this matter is very well founded and I,m sure will be massively appreciated by all hosts and used to improve the usage of its business in particular in my country South Africa. Thank You.

[Sona5]

I have, mostly, had good experiences.  But I have had some bad ones also, and have not felt protected by Airbnb. One really stands out !   I had a guest pull a bait and switch.   Her cousin, who came instead, had defficated on one of the beds, covered it up with another sheet and towels.  I had to throw out the waterproof mattress cover the sheets and the towels.  It cost me over $120.00, and I was reimbursed by the the client, $20.00, because according to her the cleaning fee of $65.00, (which was less than what I was charged), was too much to ask for and that I did not have to throw the sheets and the towels out because I could have had them washed, according to the person who booked the room.  I would never place another guest in that position, to sleep on such filthy sheets, nor would I have any cleaning crew handel such filth.  The people I spoke with at Airbnb, took me off the Superhost status, because she had given me a bad rating.  Where is the protection here ?

[Adam784]

That's appalling!

I am shocked at the lack of support from AirBNB.

So far I've had only two poor experiences - which is more than enough in 4 months! - and on those I was fortunate that not too much damage was done.

I dread to think what would happen had I not spotted those two early enough to head them off before big damage was done.

On one, the phone number and email was invalid, and yet AirBNB assured me they could get in touch!? What! I was locked out of my property while they slumbered in a sea of devastation.

Really concerned that they have the balance wrong.

[Jodi40]

It is about time, hopefully this is the first of many steps to start treating hosts with the same respect and consideration that guests is treated with by Airbnb.  Thank you