Your November 2019 Host Q&A Recap

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Your November 2019 Host Q&A Recap

Guest standards, new safety features, and irrelevant reviews are just some of the hot topics we covered at Host Q&A in Austin, Texas, in November. Though the questions were asked by local hosts in Austin, they reflect questions we’ve heard from hosts around the world. Check out the conversation with Airbnb executives about the issues that matter most to you.

 

To turn on translated subtitles, click the “CC” (Closed Captioning) button underneath the video screen when viewing.

 

Question 1: What is Airbnb doing to protect hosts from bad guests?

 

 

We understand how important it is for you to feel a real sense of safety when hosting in your space. You want Airbnb to help prevent things from going wrong and to be there in the rare but unfortunate moments when they do.

 

Next year, we’ll be ramping up our commitment to guest standards on Airbnb. We recently announced our new Guest Standards Policy, which will introduce a system for tracking and removing bad guests from the platform over time. When a guest fails to meet one of the standards outlined in the policy, they'll receive a warning. If the behavior continues, it could lead to suspension or removal 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 guests who engage in less serious misconduct, so that we can educate these guests and take appropriate action if they don’t correct their behavior.  

 

Learn more about our new Guest Standards Policy

 

Question 2: What is Airbnb doing to support hosts when things go wrong?

 

 

We’re committed to ensuring you have the tools and support you need in those moments. We recently began testing our Urgent Support Line in the U.S. and plan to expand to more countries next year. For critical matters related to your security or safety, Airbnb app users in the U.S. with access to the pilot can tap the “Call Airbnb's Urgent Support Line" button in the Safety Center (available via the Profile tab) to quickly connect to a specialist for help. Keep in mind that the Urgent Support Line button is designed to be available only for active reservations, from the day before check-in to the day after checkout. We’re also rolling out a new local emergency button, which provides a direct line to local emergency services. For non-urgent issues, we’ve introduced a live chat feature to English and Mandarin speakers this year, with plans to roll it out in seven more languages next year. It’s currently the fastest way to get help for things like updating your calendar or adjusting your pricing.

 

Of course, these new features are only as effective as the teams that support them, which is why we’ve prioritized growing and restructuring the customer support team. Just this year, we expanded our global staff by thousands of agents, and we reorganized and refocused the team to make it more efficient. We’ve set it up so that more experienced agents handle more complex issues—this means you won’t have to go through multiple agents before you get connected to them.

 

We’ve also been training our claims specialists to show more empathy and understanding, and we’ve implemented a process that speeds up resolution and payout for hosts who are more tenured on the platform. Finally, we’re working on improving our workflows to ensure that the same issues are handled the same way every time.

 

Learn more about how we’re supporting you when things go wrong

 

Question 3: What is Airbnb doing to improve the review system?

 

 

We know how much you rely on reviews to grow your business, and we know that a review may sometimes be misleading or contain content unrelated to the stay. We hear you. And we want you to know that we’re working hard to make them better—it’s a journey, and your feedback is essential to getting there.

 

Earlier this year, we built a new tool that automatically detects an inconsistent review, then interrupts the flow to flag that inconsistency. Similarly, if a guest leaves a low rating for something like location or value—two categories that can be interpreted in different ways—they’ll get interrupted with a clarifying question. These interruptions force guests to think a little more about the rating they’re giving, and they also give guests a chance to go back and correct it. And we’re already seeing more consistency between the category scores and overall scores as a result.

 

Most importantly, we also recently updated our Review Policy. We focused these changes around some of the issues you find most frustrating: irrelevant reviews and biased reviews. Under the updated policy—effective December 11, 2019—we’ve empowered our agents to remove these types of reviews, and guests and hosts who repeatedly violate the policy may face consequences including account suspension and removal.

 

Learn more about the policy and other review updates

 

Question 4: Is Airbnb losing focus on host-to-guest interactions?

 

 

That connectedness—the special magic that happens between hosts and guests—is what hosts like you uniquely bring to the platform. It’s also what makes people choose Airbnb. And it’s core to our mission to allow anyone to belong anywhere—belonging can’t happen without human connection.

 

Listings like yours drive our business. We’re committed—and will forever be committed—to our host community. This fall, we celebrated that community with our first major ad campaign in two years. We wanted to make a statement to the world about who we are and what’s important to us, so we chose to showcase what makes our community so amazing: hosts like you.

59 Replies 59

I use nest and can set highs and lows on the thermostat for heat and cool. Also when nest realizes no one is in the room, it will go into economy mode until it senses movement. Makes a Hugh difference. I can also see at any time what the temperature is in the room.

Any guest who thinks they can have unlimited use of heat and a/c should stay in a hotel.

Deborah350
Level 7
Grafton, Australia

the lowest price on the listing is always shown and when guests then try to book during your highest price period  - Bill Shock is an understatement to the way they react - or - they reduce the real guest numbers to  lower their price at the cost of the host. I think you need to show a "from and to " pricing, so the guest has a better idea.

Excellent suggestion

 

 

I agreed and I did have a guest to book with her name and want to check in with two persons into my permit. I was glad to emphasize my Airbnb room is only for one person. 

Sherry313
Level 1
Brasstown, NC

You still haven’t addressed not having an option for a pet fee.  This is a very important deficient in your platform, that has an easy solution.  I know I am not the only one complaining about this.

Im with you...Airbnb?

Airbnb has been curiously silent on the pet fee request even though it’s often asked for. My sense about the pet fee is that airbnb won’t implement it because it violates their host insurance guarantee  policy. I happened to notice that Issue in their fine print for this guarantee. So making it a feature of their system would result in problems for advertising their insurance policy to us hosts. I am with you though. They need to figure this out. 

Due to allergies we cannot have pets in our home. As a host I mention that we are a pet and smoke free home in our policy manual which is posted on AirBnB. Additionally, when someone makes a booking I remind them of this in my booking acceptance message. If someone has a pet I have recommended them to AirBnB residences that do allow pets in our area. 

We are at a resort so I do appreciate that people want to include their pets on vacation. I just cannot have them in my home.

I also asked for advice on charging for pets.  Please help.  

 

YES! I mention this every time I call in. Its such a easy fix! Its a headache to have to change the reservation or request more money. Or, they say "I didnt know there was a pet fee"...even though its mentioned 3 times in listing...

David6393
Level 1
Jacksonville, FL

I've been hosting for about 8 months.  I have a studio outside main residence and a guest bedroom/private bath in main residence.   Although i list no pets i recently had a guest who surprised me with a dog traveling with her she claimed it was assistance animal which Airbnb makes host accepted, lucky it was in studio not my main residence.  I understand the need of service animals but my main residence my residence has indoor cat and 1923 orginal pine floors therefore not suitable for others pets.  Knowing that I must accept pets i removed my guest bedroom from Airbnb site.  

We don’t allow pets in order to be able to welcome guests with allergies. We have had several guests book because of this. There was one little boy with severe  asthma. The family was so happy to be able to have peace of mind at our cottage for their summer vacation. For folks like that little fella, I will not change my policy. Plus I have pet allergies! I will not be forced to accept animals at my place when there are so many other pet friendly listings. Makes ZERO sense! 

I too have had this situation where being pet free has been the reason a guest has booked our home.

 

Theres a difference legally about "service animals" & "emotional support animals". In Ga allowing a ESA isnt required, but a SA is. I had a person who tried to pull the ESA on me. I allow pets w/advance notice & $30 fee limit 2, but she didnt tell me or pay the fee. She also was going to over load my apt w/people. She gave me the letter for her dog, & I called the doctor & asked if it was a ESA or SA. They said ESA, so I kicked them out, & Airbnb supported me. I gave a full refund but that was the last time I refunded $$$ if someone lied, didnt pay pet fee or over loaded my house. If they think theyre going to lie or cheat me "to bad so sad for them" because I offer no refund for breaking house rules, or I keep deposit.  It is unfortunate to have to allow even a service animal if you have a "no pet policy", because its your house & you should be allowed to have a say so in what you want to do or not do. Theres other places they can stay that allow dogs.