A new system to hold guests accountable

Sybe
Online Community Manager
Online Community Manager
London, United Kingdom

A new system to hold guests accountable

guest-accountability-XL copia.png

 

 

 

When you welcome guests to stay in your space, it’s essential that they respect your home, follow your house rules, communicate promptly if issues arise, and avoid creating a mess. So, we’re introducing ground rules for guests – a new set of enforceable standards that all guests must follow.

 

If a guest breaks ground rules, they get a warning the first time. If the issues persist, they'll be suspended and, if necessary, permanently removed from Airbnb.

 

You’ll still be able to write any additional house rules for guests to follow. And if a guest violates any of your house rules, we’ll support you if you need to cancel the reservation early. 

 

Read more about it on the Resource Center.


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65 Replies 65
Bubba-Lee0
Level 8
null


@Sybe wrote:

 

 

"If a guest breaks ground rules, they get a warning the first time. If the issues persist, they'll be suspended and, if necessary, permanently removed from Airbnb."

So explain this....

Host allows a guest to book. Guest books and throws a party. The Host, who has done nothing wrong,  reports guest for violating the No Party policy and the HOST gets suspended with no warning.

Meanwhile, here you are saying that if a guest breaks a rule, they get off with a warning and if they repeat their offense only then will they get suspended? 

Why don't hosts receive this same leniency? 

 

 


 

Michael1186
Level 3
Redmond, WA

I seems that the pre-booking message has been removed. I no longer see the option to set a pre-booking message. I first noticed yesterday that new bookings often didn't have any message from the guest. Why was this done?

Jennifer2672
Level 9
Sioux Falls, SD

I am really disappointed about that change. I've experimented with adding automated messaging that said the same thing. (We'd love to know more about what brings you here, please make sure your reservation is for the correct number of guests so we can properly stock and prepare the house.) So far, I've had one IB reservation with absolutely no communication whatsoever. 

Gillian166
Level 10
Hay Valley, Australia

@Jennifer2672  and so, it's time to stop giving guests 5* for communication. I have an easter egg in my house rules and lately zero guests have found it. i've been giving 4* as a standard now, and will drop to 3* or 2* if they didn't once use the message box. I used to not be like that, I thought an event-free stay was 5* but lately i've had a string of "bad" reviews (4* shouldn't be bad!) over silly things like: there's no TV (correct, didn't you read?), the weather was cold (correct, we warned you), there's no washing machine (correct, didn't you read?) and then get 3 or 4* for accuracy because something I never offered was missing! 😡

I predict that reviews are going to get worse overall as a result of all these changes. 

Christopher1112
Level 2
null

Hi Gillian, I have had very few bad guests over 3 yrs now, however, in the instances I did and the review whined about something like that I respond to their review indicating that the house manual and rule set they were obligated to read prior to booking ( platform terms of service) indicated X amenity was not included in my listing. I admonish them accordingly, then I contact the platform and have their review removed for breach of terms of service. I guard my superhost status and I am in a underserviced destination location- so far so good.

Gillian166
Level 10
Hay Valley, Australia

@Christopher1112  how do you get the review removed? I tried and they keep saying there's nothing wrong with the review. 

Drayton1
Level 2
Cincinnati, OH

LOL, I have been Super Host for over 3yrs. I was just demoted to regular host because of 3 an 4 star 🌟 ratings plus some that don't even leave a REVIEW. All nothing but lies 🤥 I even tried to have their reviews removed but Airbnb's RESPONCE to me was THEY ARE ENTITLED TO THERE OPINIONS! I totally GAVE UP NOW! IT'S ALL BS.

 

Huma0
Level 10
London, United Kingdom

@Michael1186 

 

It also appears that the filter to require guests to have verified ID has been removed and the requirement for 'recommended by other hosts' is now 'good track record', whatever that means. It says that guests who have RECENTLY broken Airbnb policies or a host's house rules will not be regarded as having a good track record. So, how often does their slate get wiped clean?

JoandJoe0
Level 2
null

@Huma0 I have read they have also removed the box to check, "Would you host this guest again?" [Y/N] 

I don't currently have any bookings (thank you Summer 2022 release) so I can't confirm if this is true or not. 

Can anyone confirm?

Emilie
Online Community Manager
Online Community Manager
London, United Kingdom

Hi @Michael1186  & @Huma0,

 

We've shared more details on Airbnb's update to instant book settings in this post, which I thought you might be interested in! If you have any more comments or questions on this after, you can let us know in the discussion:

 

https://community.withairbnb.com/t5/Airbnb-updates/Details-on-Airbnb-s-update-to-instant-book-settin...

 

Thanks!

 

Emilie

 

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Pippi1
Level 3
Auckland, New Zealand

I am not comfortable if guest IDs have not been verified and only found this out through reading this thread. I have deleted Instant Book for safety. I may lose bookings but it is unacceptable that unverified people can book instantly. Any thoughts?

Allan336
Level 2
Edinburgh, United Kingdom

To me instant book is a dreadful idea .

Maybe of some benefit to guests?

Certainly not to hosts . Have never done it , pretty much booked all year round

Emilie
Online Community Manager
Online Community Manager
London, United Kingdom

Hi @Pippi1,

 

Thanks for your comment! I just wanted to let you know that we've shared more details on this here: 

 

https://community.withairbnb.com/t5/Airbnb-updates/Details-on-Airbnb-s-update-to-instant-book-settin...

 

More specifically, the following info might be of interest to you: 

 

  • In the top 35 countries/regions on Airbnb, the “government-ID required” option has been automatically replaced with the new multi-step identity verification process, and removed as an Instant Book setting. Learn more about Airbnb’s verification process here
  • Hosts outside of the top 35 countries who previously selected the “government-ID required” option can now require Airbnb’s multi-step verification process. Learn more about Airbnb’s verification process here

I hope this helps!

 

Emilie

 

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Gillian166
Level 10
Hay Valley, Australia

@Emilie  just a quick question, is a profile photo now a standard requirement for all guests? Just had a guest query that with me, she couldn't book until she had a photo. 

 

I seem to remember I have ticked ✓require photo (and it's a bit concerning that she is questioning this, given I've since googled her and she runs a biz, with fb and insta and pics everywhere), but is the photo now a standard requirement of all guest profiles? 

JoandJoe0
Level 2
null

You mean the process that doesn't require a government ID, but only "may" require it?

 

Huma0
Level 10
London, United Kingdom

@Pippi1 

 

I suspect that Airbnb will argue that it is now requiring ALL guests to be verified before booking, so there's no need to have it as a IB filter.

 

However, what they mean by 'verified' is rather vague and it does not necessarily mean government ID will be verified. If you read the article on that, you will see that the wording is deliberately vague and mentions "we may" ask for this or that, not "we require". 

 

Also, it says that usually official name and address are sufficient for verification, which I find worrying, especially as it does not mention anything about guests having to provide PROOF of that name/address.

 

I turned off IB earlier this year but, if I hadn't, I would certainly be turning it off now due to these changes. I would also recommend that all hosts, whether they use IB or not, take Airbnb's verification process with a big pinch of salt. I am not sure it's worth the paper it's written on. Do due diligence and screen/vet guests yourself, to the best of your ability. I know that is not much as the system doesn't give us a lot of detail to go on...

Pippi1
Level 3
Auckland, New Zealand

Yes my IB is off as of 5 minutes ago. Too risky. I recently had a situation where the supposedly verified guest has absolutely no internet presence and I believe may have been using a different name. It appeared that their travelling companion was a recently  convicted criminal. After much pleading, Air BnB assisted but there appeared to be zero verification of the guest's companion, and doubtful verification of the guest. This was before these latest updates.

Gillian166
Level 10
Hay Valley, Australia


@Sybe wrote:

If a guest breaks ground rules, they get a warning the first time. If the issues persist, they'll be suspended and, if necessary, permanently removed from Airbnb.

 


@Sybe  I'm a bit confused by this. 
Just curious how we will report them for breaking ground rules?
Is this part of the review process?
Will they get a warning purely as a result of getting 1-3 stars in the review?
Or do we report them during the stay? and what will that entail? 

Pippi1
Level 3
Auckland, New Zealand

I don't think the new review process is working well. I have had 3 guests recently who have left lots of rubbish (taking the rubbish out is a house rule), left the place dirty or refused to leave on time. Only in the one that I said I would not host again has the overall review been marked down from 5 to 4.5. With the other 2  I left negative points and comments. Air BnB has given them a 5 star review (including the one who refused to check out on time). I didn't give them 5 stars. Air BnB should also take host safety into account and how this is placed at potential risk if they show the bad guests what we have said in our reviews.

Sybe
Online Community Manager
Online Community Manager
London, United Kingdom

@Gillian166 You can report either through the new reviews process or by contacting Customer Support. In the Resource Center article there's an example of this, where the guest leaves the carpet dirty and the Host can report the issue either by giving a low cleanliness rating or by contacting Customer Support. 🙂


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Huma0
Level 10
London, United Kingdom

@Gillian166 

 

Exactly, all the articles on the updates are so vague. There is barely any useful detail there at all and I can't imagine that is a mistake. Even the mods here don't seem to know the answers. 

 

For example (see my last comment) about the new IB filter 'good track record'. Well, it seems that breaking policies and rules only stops the guest having a good track record if that is something they did "recently"...

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