Airbnb Answers: Guest profile photos

[Airbnb]

Update: January, 2019

A few months ago, we told you about some changes Airbnb was making to the way guest profile photos are displayed. You can read the original post, below.

Now that those changes are being introduced gradually, we want to make sure you have all the information you need. Here’s a recap of what will be changing, along with some tips.

New photo process

Moving forward, rather than displaying a potential guest’s profile photo before the booking is accepted, you’ll receive a guest’s photo after you’ve accepted the booking request. If you have Instant Book turned on, you won’t notice a change to the booking process.

Airbnb does not require guests to have profile photos. Although most guests provide a photo, some have told us they don’t want to share a picture of themselves when booking, and we listened.

At the same time, many of you told us that you value guest profile photos, and we listened to you, too. That’s why we’ve introduced a new option for hosts to be able to customize their own booking requirements.

New host control

You now have the option to require that your guests provide a profile photo. Again, the photo will be visible to you only after you accept the booking request. If you’d like to require your guests to provide a profile photo, you’ll need to turn on the control option in your settings for each of your listings, either on mobile or on web. Specifically:

On mobile:

1. Go to the listing you’d like to require profile photos for
2. Tap Booking settings
3. Tap Guest requirements
4. Look for the Profile photo section and tap Edit
5. Tap Require a profile photo
6. Tap Save

On web:

1. From your host dashboard, click Listings
2. Click Booking settings
3. Next to Guest requirements, click Edit
4. Check the box next to Profile photo
5. Click Save

If you take this step and a potential guest doesn’t already have a profile photo, they’ll be prompted to upload one before they can request to book your space. A guest’s profile photo will not be available to you until after you accept the booking request. If the guest doesn’t want to provide a photo, then they won’t be able to book your space. 

Additional support

If you choose to require that your guests have a profile photo and one of your potential guests uploads an image that doesn’t show their face—a photo of a sunset or their dog, for instance—then you can call Airbnb’s Community Support. They’ll work with you to address the issue, and if you feel uncomfortable hosting someone without a photo that shows their face, you can request to cancel the reservation penalty-free.

As a reminder, Airbnb’s nondiscrimination policy prohibits hosts from making booking decisions or canceling reservations based on race, color, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status. 

As an extra step, as always, you can require guests to provide a government ID to Airbnb in order to be able to book your space. You can read more about that process here.

Why these changes are important

We talked with lots of hosts and guests about profile photos, and we think these changes satisfy the core concerns and feedback we heard. We’ll be paying close attention to how these changes to profile photos affect our community, and will continue working to improve and simplify the process to ensure you feel comfortable hosting. We hope you’ll share your feedback with us so we can continue to build a community where everyone can belong. Thank you for hosting.

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October, 2018

You've been asking a lot about guest profile photos, and Airbnb has been working on new policies to address your concerns. Here is an update from Airbnb:

Today, we’re announcing some changes we will be making to the way we display guest profile photos.

Moving forward, rather than displaying a potential guest’s profile photo before the booking is accepted, hosts will receive a guest’s photo in the booking process only after they’ve accepted the booking request. Airbnb does not require all guests to provide a photo. Instead, we’ll be giving hosts the option to ask their guests to provide a profile photo, which will only be presented to hosts after they accept the booking. We have discussed some of this work in the past and we want you to know more about the changes we will be making in the coming months.

We have participated in a number of conversations with hosts and guests regarding this topic. We have listened to our community, and while most guests provide a photo, some guests told us they don’t want to share a picture of themselves when booking. We also recognize that concerns have been raised about the potential for photos to be misused in a way that violates our nondiscrimination policy.

At the same time, hosts have told us that they value profile photos because they can help hosts and guests get to know one another before a trip begins and help hosts recognize guests when they check in. Additionally, we’ve seen how photos can be a useful tool for enhancing trust and promoting community.

We want to balance these concerns. Airbnb does not require guests to provide a profile photo when booking a listing and, as we discussed earlier this summer with our hosts, we will be implementing a series of changes in the months ahead:

• If a guest chooses to provide a profile photo, that profile photo won’t be displayed to the host as part of the booking process until after the booking is confirmed.
• Because some hosts value profile photos and want to be able to know who they can expect at their front door, we will give hosts the option to ask that guests provide a profile photo prior to booking, which will only be presented to the host after the host accepts the booking request. This new option comes with important safeguards that are designed to ensure our community is fair and open to everyone:
  • Hosts must turn on this feature for each of their listings proactively, before they receive a reservation request.
  • If a host asks for a profile photo, we’ll prompt guests to upload one to their Airbnb profile before they can request to book that host’s particular listing; however, the photo will not be presented to the host until after the booking is confirmed.

If a host cancels a reservation after they see a guest’s photo, the guest will have an easy way to contact Airbnb and report any concerns about potential discrimination by the host in violation of our nondiscrimination policy and Community Commitment. If any guest believes he or she has been discriminated against and notifies our team, we’ll immediately help them book an alternative listing consistent with our Open Doors Policy, investigate the report, and take appropriate action. Any host who violates our nondiscrimination policy may be permanently banned from using Airbnb.

This announcement follows the commitment we made in 2016 to evaluate how we display guest profile photos in the booking process. As we implement these changes in the coming months, we hope you’ll share your feedback with us so we can continue to make thoughtful changes that make the Airbnb community a place where everyone can belong.

[Dalina4]

I highly disagree about this new term about the profiles photos. As many hosts said, we need to know who is coming to our homes. In my particular case, I have my room available for long term periods and that is more risky for me. I never canceled a booking for someone's pict. But I must agree that profile photos helped a lot when approving. Please,  allowed host to see photos again. This is simply dangerous, specially for some insecure countries. Regards

[Oad0]

 If damages to home were made by anyone other than the guest on the restevstion - Airbnb $1m host guarantee will not hold! Read the terms and conditions. To protect yourself you must verify the person at your doorsteps is the very same pEdson registered with Airbnb. Airbnb leaves this burden on the host

https://www.airbnb.ca/terms/host_guarantee

[Michael2399]

You dont get much money from Airbnb! Thats just a joke.
A guest stole some things from me, ruined my parquett and destroyed bedlinen and stuff...
I had to proof everthing by Bill and a offer from a craftsman and ......
recieved 20 EUR!!!!! Thank you Airbnb!
You dont have ANY PROTECTION! FORGET IT!

[Oad0]

@Michael0, great point, collecting money for damages is next to impossible!!!

just curious to know..... why the heck did you let such guest into your home?

https://www.airbnb.ca/help/article/352

[Николай10]

Oad, how on earth hosts can do that now under new shocking Airbnb's grey profiles rules. ?

Verify who? Gray faceless pics? You just contradict Yourself...

(would You be so kind as to open Yourself to the community...Just hiding and teaching hosts behind the corner is not businesslike). Thank You.

[Rick-And-Nancy0]

Totally agree. see my reply as well:

As an experienced super host renting a room in our house that we share with our family with 3 young kids we want to know as much as possible who we allow in our "family" house. If we see a picture with someone that is half naked or partying in a bar we prefer not to accept this person. This is why we don't do "instant booking and never will.  We try to find someone that is a good fit for us. A photo is often like a thousand words. Our guests stay on average 2-4 weeks in our house so removing this profile picture might mean you are losing a host...I recommend turning this feature back on for guests that want to rent a room in a shared place vs a seperate appartment/house.

[#8]

As an experienced super host renting a room in our house that we share with our family with 3 young kids we want to know as much as possible who we allow in our "family" house. If we see a picture with someone that is half naked or partying in a bar we prefer not to accept this person. This is why we don't do "instant booking and never will.  We try to find someone that is a good fit for us. A photo is often like a thousand words. Our guests stay on average 2-4 weeks in our house so removing this profile picture might mean you are losing a host...I recommend turning this feature back on for guests that want to rent a room in a shared place vs a seperate appartment/house.

[Rick-And-Nancy0]

As an experienced super host renting a room in our house that we share with our family with 3 young kids we want to know as much as possible who we allow in our "family" house. If we see a picture with someone that is half naked or partying in a bar we prefer not to accept this person. This is why we don't do "instant booking and never will.  We try to find someone that is a good fit for us. A photo is often like a thousand words. Our guests stay on average 2-4 weeks in our house so removing this profile picture might mean you are losing a host...I recommend turning this feature back on for guests that want to rent a room in a shared place vs a seperate appartment/house.

[Adrian190]

Like many hosts on here, I am really disappointed by this change & believe it's a backward step for Airbnb, that rather than reduce discrimination, it will shift it from the point if booking to the point of check-in.

I have sent feedback directly to Airbnb and below is what I have said to them.

Removal of guests profile photos prior to booking.

I just wanted to let you know my feelings in regards to this recent change to the Airbnb booking process and why it has pushed me into closing down my Airbnb listing and transferring to another provider.

Firstly, I want to be clear that I am in favour of any effective & responsible steps that Airbnb takes to reduce discrimination. It is unlikely that Airbnb would be able to significantly change the behaviour of those who discriminate, but it is important that Airbnb has the tools & ability to identify & remove hosts (or guests) who discriminate against others for any reason - whether visible in a photo or not.

With the removal of profile photos, I can see how Airbnb can try to take the moral high-ground by claiming to have taken action against those who discriminate, but (I believe) in many circumstances, this action will actually have the opposite effect.

Traditionally, Airbnb has been a platform that relies on a good deal of trust – trust between Host & Guest, trust between Guest & Airbnb and trust between Host & Airbnb. In unilaterally making changes to this bond of trust, Airbnb is damaging its own position.

If Airbnb doesn’t have sufficient trust in Hosts to behave responsibly when looking at a Guests profile, I (as a Host) find myself questioning whether Airbnb is more concerned looking after its own corporate image and interests more than it’s caring for the safety & security of its Hosts – my trust in Airbnb is diminished as a result.

In removing profile photos until after the point of booking, I am sure that Airbnb will reduce the number of claims of discrimination that are made against hosts at the point of booking (and I am equally sure that Airbnb will cite this as proof of the effectiveness of the new system). It is a low/no-cost action that will give the appearance of Airbnb taking action to reduce discrimination and as such is an enticing proposal for Airbnb’s management team.

However, I believe that it is highly likely to be counter-productive for these reasons.

1. If a host is inclined, at the point of booking, to discriminate against guests on the basis of race/religion/sexual orientation/age/gender etc., the removal of profile photos will not effect a change in the Hosts behaviour. What it will do is shift this point of conflict from booking to check-in. As a Guest, I would be very upset if I felt I had been discriminated against at the point of booking. However, I really do think that I’d prefer to be annoyed or angry whilst sitting in front of my laptop in the safety of my own home (or just a neutral venue), rather than after I had walked through the door of the accommodation and was looking forward to a night or more of bad attitude from a Host who discriminates – this would not make me feel safe.
2. Openness or anonymity? Removing photos is only one piece of information that hosts receive when a booking request is made and if Airbnb is looking to tackle discrimination using the removal of information as a tool, then quite clearly the loss of photos will only be the first step on this slippery slope. If I were the type of Host who discriminates, then with the removal of photos, I would put more weight behind the name of a Guest who was making the request. If I discriminate because I don’t like the “look” of a guest, then take this away and what’s the likelihood that I’ll discriminate because I don’t like the “sound” of a guest? So take away the guest’s photo & name and what will happen? I’ll look at where a guest is from and decide if I want to have guests from that part of the world
3. Furthermore, if Airbnb decides only to remove photos, leaving the other fields visible, it will only encourage Guests to use fake names & locations in an attempt to “sound” more like the type of person whom the Host is willing to accept. So where now has the trust gone?

I already have concerns with Airbnb as it requires only the lead guest to give their name & I’m often faced with welcoming Guests into my home without any knowledge of who they are. I know that this is an issue that has previously been raised in the Hosts Q&A with Brian Cheskey and that, disappointingly, Airbnb has decided that Hosts do not deserve to be told who it is that they’re welcoming into their homes.

I fundamentally disagree with Airbnb’s position on this and now that Airbnb has chosen to further demonstrate a lack of trust in Hosts and is removing profile photos, I find that I have reached a point where I can no longer support Airbnb and will be gradually closing my listing and moving it to a rival platform.

I have held Superhost status ever since my 1st qualifying period (9 consecutive quarters) and with 99% of my 240 reviews being rated as 5 star, I am incredibly disappointed that Airbnb is showing so little trust in my credentials as a Host and judging from many of the contributors to the Host Community, I am far from being alone in seeing these changes as a backwards step for Airbnb.

Be sensible, if you’re serious about tackling discrimination, make it easier for Guests & Hosts to raise complaints and invest in the people and systems to identify and block the discriminators and put your trust in the good Hosts & Guests that made Airbnb the game-changer that it used to be.

[Shelley6]

Hello Adrian,

So what rival platform are you going to?

i cat find anything that caters to hosts who share their own home which they live in. I am really unhappy too.

thanks, Shelley

[Nicoleta3]

I totally agree with you !

And don't forget , guests can be also racist and they can book for bad intentions. 

[Luca511]

@Airbnb We urge you to review this new Guest profile photo policy.

The acceptance rate will reduce and the cancellations will rise since this is leaving hosts insecure, uncomfortable, vulnerable and unprotected. 3rd party bookings will increase and we will not be covered by the airbnb host guarantee. 

Guests should NOT have the option to choose to share or not their profile photos. This should be mandatory. 

I have Instant booking therefore I do not discrimate anyone based on their appearance since my bookings are instantly confirmed. I stand extremely against this new policy. 

[Cleide16]

Hi,

It feels like that Airnbnb already made a decision, but my point is that most guests that dont display their picture are also not willing to share much information about themselves  too.

I have a teenager daughter at home and my priority is her safety.  If someone chooses airnbnb for leisure or  business, I will make sure that my place is the right fit  for my guest  when I  display my pictures and description to help the guest to make a decision. I believe that I have the right to screen my guest too,  but if there is no  picture or very limited profile description I rather not accept.

I was stressed over  instant booking and now this... but I  hope the guest verification is enough to make us feel safe and protected. 

I dont even know  how I would report something  missing if a  guest decides to take a  few souveniers. 

[Oad0]

Guest verification means that Airbnb would try to match a government issued ID, drivers license with guest provided photo. And that is it, there are no background checks, like police clearance, or credit checks. So anyone with a drivers license and a paying method can sign up, and book. Since the screening is left with the host - we made the habit of accepting only guests with good reviews

tge reason you don’t hear about all the theft and damages to host homes, is because Airbnb control this Airbnb community and does not allow so far to open a new thread Bad experiences, lIke any hospitality business there are cases of violenc€, theft, b3dbugs, etc. but they are being removed. Just be smart about who you let into your home

[Peta7]

In response to Cleide's post; The new policies are already reflected in listing content. 

[Natalie461]

As a host, I 100% totally disagree with this new process and for many reasons. For example...

I have a guy from Australia who wants to rent my apartment for a week. He's a first time renter on Airbnb with only a telephone and email varification. Before you ask, yes I asked for more varification. By law I cannot accept him without more varification such as a passport or an Australian Government ID and photograph. It's agains Homeland Security for me to do so especially with the White House just down the road. It is also suggested by the DC Police that I not accept anyone into the building without knowing who they are epsecially since I have single individuals renting from us. I have to protect my tenants first. What also bothers me is that I will get penalized by Airbnb for rejecting his request. Airbnb is putting me in a really bad position. This is totally unfair to the hosts. Airbnb gives us 24 hours to answer and even if we do answer and the potential renter doesn't you guys will still block out the days he requested. This is a problem, a security problem. I cannot just accept someone because Airbnb says to accept them especially if they are coming in from another country. Airbbnb also doesn't really know who this guy and/or person(s) are. It is not right that Airbnb changed this ruling. If something awful were to happen not only would your stock go way down but Airbnb will also get shut down very quickly. If Airbnb is going to keep this ruling then Airbnb is going to have to be much more strict in who they accept joining their site. This is not piece of mind... this is scary. This is not about peace, love and flower power. This is a security issue and I'm not willing to take the risk and/or chance in accepting someone without knowing who they are first.

I honestly cannot run a business this way. 😃