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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75 Replies 75
JoandJoe0
Level 3
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. 🙂

We're happy to announce our 6th annual Month of Celebration!

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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"...

Gillian166
Level 10
Hay Valley, Australia

@Huma0  I don't know why the mods keep giving us links to articles, there's limited info in them and plenty of vague phrasing. We ask questions, no one has answers. I feel for them, it shouldn't be their job to manage the fallout. And it could be avoided simply by have beta testers who come to the forums and explain the reasoning.  

Huma0
Level 10
London, United Kingdom

@Gillian166 

 

I believe the articles are very deliberately phrased vaguely with key information/details missing, because if they claimed the situation clearly, hosts would be able to see that we have been left completely in the lurch and vulnerable, and there would be an uproar.

Bubba-Lee0
Level 9
null

Because they are using scripted responses in place of actual answers. So we are being told only what Chesky wants us to hear, not what we want to hear.

I hope I don't get admonished again for calling out the obvious use of scripted responses. I was told I was being mean.

Huma0
Level 10
London, United Kingdom

Seems @Bubba-Lee0 did not get admonished again, but got BANNED (same old story: warning message that wasn't really a warning at all, followed by a ban less than 24 hours later). Apparently, we are not allowed to point out that answers seem scripted. It's a cardinal sin.

Jenny
Online Community Manager
Online Community Manager
Galashiels, United Kingdom

Thanks for highlighting your concerns here, @Huma0.

 

You know we would never take the decision to restrict someone's access lightly, however in order to keep this thread on track please drop one of the OCM team a private message if you'd like to discuss this further.

 

Thanks

 

Jenny

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Gisele158
Level 3
New York, NY

I spent over 20 hours being passed from person to person trying to resolve a retaliatory review before I gave up. Told time and again it's basically okay for a guest to do damage, completely fabricate conversations, refute photographic evidence and leave a review that (as a new host) severely damaged my ranking. 


Then I gave up in disgust and disappointment.

I know I am not alone. 

Bhumika
Online Community Manager
Online Community Manager
Toronto, Canada

Hello @Gillian166 @Gisele158 ,

 

We are trying to work towards this feedback, and make more information available regarding  retaliatory reviews. Let me get back to you once I get more updates.

 

Thanks,

Bhumika

Click start a conversation to ask the Airbnb Community! 

Gillian166
Level 10
Hay Valley, Australia

@Gisele158  I suspect that the CS team have not received any training in this "new upgrade". 

Bubba-Lee0
Level 9
null

@Gillian166  That's because the update came out at the end of their shift and  they're going to be away from their desk for the for the next 3 days, so they missed it. 

Gillian166
Level 10
Hay Valley, Australia

@Bubba-Lee0 🤣🤣

Michael6934
Level 2
null

@Sybe 

 

It is such a hassle to cancel reservations when house rules are not respected....first of all you are earning a negative review from the guest. Then, the slow response from Airbnb support and the worse is to confront your guests one on one asking them to leave. I always feel scared when i do that.

Jenny
Online Community Manager
Online Community Manager
Galashiels, United Kingdom

Hi @Michael6934 

 

As @Sybe says - feel free to pop over to the discussion thread if you'd like to read more about review system updates - there you can also give us your feedback on what you think or ask any questions about the update!

Jenny

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Deb75
Level 6
Altamont, TN

Seems like 'give us your feedback' has been pretty vocal here already. Anyone listening?  All of this stuff is the reason I shut down my wonderful cabin, always booked (Until the May 'roll out'),  loved by guests, on Sept 1 of this year.  Airbnb has failed many of us.  Many of us were with them for more than 5 years.  

I miss it at times, but do NOT miss trying to deal with  'customer service ' (that was hysterically not 'service') and changing THEIR committment to hosts.  I signed up with a sincere understanding and commitment to Airbnb to follow their policies, do a bang up job as an ambassador for their company, and they were pretty darn good keeping THEIR end of the bargain until recently.  I tried and tried to work with their 'new program'. I tried and tried to deal with their CS personnel.  Nothing worked in favor of the host. SO they 'won'.  I quit.  Sad, because several of my guests have contacted me and stated how much they will miss my 'little slice of heaven' as many of them stated....

I guess no one nowadays can expect these companies to adhere to their commitments to the people who are the reason they exist...the HOST.  I guess they think we will just toe the line because we are so desperate to remain in the business....They seem to forget there ARE other options that do not include megliomaniac CEOs, ridiculous guest favoring 'rules', and non existent host support...Sad...it was a great ride while it lasted for me.  

Sybe
Online Community Manager
Online Community Manager
London, United Kingdom

@Deb75  Thank you so much for sharing this with us. I'm sorry to hear you decided to stop hosting through Airbnb and I can imagine how frustrating of an experience it must've been to push you to make that decision.

 

We OCMs and Admins are always collecting feedback that's shared here on the Community Center to pass it on to the relevant teams within Airbnb, and we're extra diligent during periods of big changes like this Winter Release. Many of the changes introduced in the Winter Release are a direct result of feedback from Hosts over the years here and across various other channels, including Support, the local Clubs, and the feedback form.

 

If there was or is a particular issue you're struggling with, please do feel free to reach out to me via DM and I'll be more than happy to see how I can help you. 🙂

We're happy to announce our 6th annual Month of Celebration!

Can’t find what you’re searching for? Click start a conversation to ask the Airbnb Community! 


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