How we’re protecting you when things go wrong

Airbnb
Official Account

How we’re protecting you when things go wrong

Airbnb Christelle de Castro-126.jpg

 

Many of you have told us how much you love sharing your space with guests. Beyond the financial rewards, you’re inspired by the personal connections you make with people from all over the world.

 

Of course, none of that’s possible if you don’t feel protected while you host—you want Airbnb to help prevent things from going wrong and to be available in the rare but unfortunate moments when they do. We hear you, and we wanted to share some of the work we’re doing to enhance the safety of our hosts and broader community.

 

Ramping up our commitment to community standards

We recently announced our new Guest Standards Policy, which will introduce a system for tracking bad guests. 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 to improve our community.

 

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.

 

Learn more about our enhanced guest standards

Designing tools & features that support you

Even with these standards in place, there will be times when things go wrong. We know it’s painful when they do, and we want you to feel like we have your back. Our team has been working on ways to support you in those moments, and we wanted to share some new features with you.

 

Urgent Support Line
We recently began piloting our new Urgent Support Line in the U.S. and plan to expand to more countries next year. If you’re in the U.S. with early access through the Airbnb app and you’re experiencing an urgent matter related to your security or safety—like if a guest refuses to leave at checkout—you 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. You can also access the Safety Center via the shield icon at the top of the Host Inbox.

 

Local emergency line

We know that guests traveling in unfamiliar countries may not know how to contact local emergency services, so we’ve also launched an in-app emergency call button. This button provides a direct line to local law enforcement and emergency services. We’ve already rolled it out in the U.S. and China. We’re adding 29 more countries by the end of the year and even more countries in 2020.

 

Live chat

For non-urgent issues, we’ve heard from you that you want the convenience of live chat. So we’re excited that we were able to introduce that feature to English and Mandarin speakers this year, with plans to roll it out in seven more languages next year. Right now, it’s the fastest way to get the help you need for things like updating your calendar or adjusting your pricing.

 

Remember: Many of these features are still being tested, so some people and regions don’t have access to features, and the product experience and placement of features may change as we iterate and improve. We test new features first so that we can figure out what works best before expanding access. If you’re not seeing the Urgent Support Line or local emergency line, for example, you’ll likely get access at a later phase of the rollout.

Strengthening our customer support teams & processes

Of course, these new features are only as effective as the teams that support them, which is why we’ve prioritized growing and restructuring our customer support team. Here are some of the changes:

 

A larger, more focused customer support staff

Just this year, we added thousands of new support agents around the globe, and we’ve reorganized and refocused the teams. We’ve set it up so that the more experienced an agent, the more complex the issues he or she will handle. So if, for example, you’re dealing with a guest who refuses to leave, you’ll now reach an agent who specializes in dealing with issues like this without having to explain your issue to multiple agents along the way. 

 

More empathy and efficiency in claims

We’ve heard from you that agents handling claims could be more empathetic, and that you’re frustrated by how long it can take to resolve an issue. We hear you, which is why we’ve been training our claims specialists to better understand why these types of issues can feel so personal and upsetting to hosts. We’ve also implemented a process that speeds up resolution and payout for hosts who are more tenured on the platform.

 

Greater consistency across the board

Hosts also tell us they want more consistency in how their cases are dealt with. We’re working on improving our workflows to help ensure that the same issues are handled the same way every time.

What you can do

From communicating clearly to using helpful technology, here are some ideas we’ve collected from hosts about what they like to do to help ensure safety and great experiences with their guests.

 

Set clear expectations

Whether it’s in your House Rules, listing description, or messages, be clear about how you want guests to behave in your space. 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 new Guest Standards Policy. By sharing that kind of information up front, you can help confirmed guests understand your expectations and deter potential guests who may not be a great fit.

 

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.

 

Get to know your guests

Hosts have told us that they love connecting with the people they’re welcoming into their space. You can use our pre-booking message feature to ask questions and remind them of your House Rules and other guidelines—we’ve increased the character count on the pre-booking message, so you can include even more information than before. Greeting your guests in person can go a long way toward setting the right tone, which may also help you resolve issues more quickly if they arise.

 

Consider installing a noise monitoring device

If noise from large groups is a concern, a noise monitoring device may help put your mind at ease. Airbnb has recently offered discounts on noise monitoring devices for hosts in certain markets, and will be continuing to explore new technologies to help you protect your space. Keep in mind that these devices don’t actually record sound—they simply monitor the decibel level in your space and alert you via an app when it hits a certain threshold (which you can customize). Just be sure you let guests know if and where you’ve installed monitoring devices of any kind. You can place signs near the devices themselves and should mention them in your listing description, House Rules, or house manual.

The journey ahead

For the Airbnb community to thrive, there has to be trust: in hosts, in guests, and in Airbnb as a company. These changes are an important step toward preserving that trust, but we know there’s still work to be done. It’s a journey, and we appreciate your feedback along the way.

134 Replies 134

Going through same thing right now. AirBNB is zero help and basically acting like I’m their collection agency.

 

I have three outstanding claims, one of which involve the last guest who robbed my home and stole two TVs a coffee maker among other things. It has been radio silence going on a week now. A police report has already been filed. I don’t see any type of improvement of resolution management from Airbnb. You guys don’t honor the host guarantee and I have spent so much money replacing items and fixing items that Airbnb guests destroy with zero support from Airbnb. Why is it like that? I’m getting ready to involve a lawyer to sue Airbnb if there continues to be complete disregard of my property on this platform. 

Lorraine106
Level 2
Endeavour Hills, Australia

There should never be any occasion whereby Airbnb remove funds from a

Host's acct without their permission on each & every occasion (& T&Cs need to be amended to reflect this).  This is plainly 'Theft', & more proof from both Guest & Host needs to be obtained by Airbnb before take action in this way.

 

Suz1180
Level 1
Frankfort, MI

One of my greatest 'surprises' when I first started working with Airbnb, was to find out THIS was a mega-corp, unlike soo many others, that reflected my own sense of HUMAN CARE and COMPASSION. What an unusual concept, in these somewhat trying political times to work with folks who 'get this need'...I have always been a host in my old farmhouse, in my touristy neck of the woods so hooking up with Airbnb was such an excellent move for me! THANK YOU!

Kathy862
Level 2
South Lake Tahoe, CA

I have had my guests complain that the list of rules made it difficult to relax. They also complained about me having a contract. Clearly, they rarely read the rules or instructions. These are mandated by the county we live in. I do not make them up. Is there a way to post the contract somewhere so that they can review and sign off within the cancellation guidelines? 

Carole111
Level 2
Loudon, NH

I would like AirBNB to provide a "Bed Bug Free Certification." It cost me over $5K to get rid of bed bugs in my rental. Now we are certified bed-bug free. If you had this certification it would do two things:

1) Protect guests

2) Protect hosts

It is MUCH easier to pro-actively test for and remove bed bugs BEFORE guests arrive. If the guests find the bugs not only do you need to refund their payments - income on future guests is lost. Better to get certified and never face the hell I did to get rid of the pests THAT A GUEST BROUGHT to my house! Yes, a guest brought them and I had to remove them.

If I had known of the risk beforehand I would have had an exterminator certify my place years ago!

 

When I first became a host many years ago, we  could see a picture with a reservation request.  That has been taken away.  I have read some of the reason why.  That might be ok for the guest but what about the host?  This is my home - I want to see a picture with the reservation.  Being able to see the picture only after I have accepted the reservation is a wee problem for me.  As part of my listing, I note a picture is required.  If you do not want to provide that in the beginning - there needs to be a way the guest can provide that for me when I request one.   Anytime I have requested a picture in advance, a perspective guest has been willing to comply but there is not way for them to do that.  Please make the online process so that 'upon request' a guest can provide a picture for the host. 

Merril28
Level 1
Manitou Springs, CO

I’m still waiting to get paid for my last couple I hosted. They paid and I didn’t get any money and I’m not happy. I won’t be hosting New Years Eve because I work hard and deserve the payment you received from  the people I hosted. Not a happy Airbnb host! 

Paula389
Level 2
Auckland, NZ

May I suggest that guests are obliged to list the exact number of guests when booking to avoid 1 booking and more showing up.

 

 

I’m astounded at the plumbing issues: 1 guy flushed his underwear and a washcloth, backing up all my all my plumbing because it took a week I couldn’t prove the guy did it but he had food poisoning and asked if he kept me up so I know it was him. $2000 later no insurance coverage from Airbnb. Three more back ups with my plumber fishing out flushable wipes and sanitary products.... any advice from the community? Regular breakage of dishes & glasses kinda to be expected, but the plumbing is expensive and a real bummer. 

I think we as hosts need to request Airbnb collect a security/ damage deposit from the guests up front which will be returned 1 week after their stay if 0 damage. I used to do this when renting myself. No guest complained. I only had normal damage- broken dishes, missing silverware [probably thrown in garbage by mistake], furniture scratches, etc.] I never had to collect. I think guests were more careful when their money was on the line.

This gives the housekeeper time to clean after the stay, and time for problems to show up.

I too have had plumbing back-ups from "flushable "wipes. I think I will post a note by the toilet and amend House Rules to specify ) products to be flushed, other than toilet paper.

I have recently had quite a few requests come in for third party bookings. Of course, I have turned them down. Is there a way that policy can be made more prevalent on the app? Or, should I make it clear on my house rules?

@Kathleen-And-James0 

 I went threw that a little while ago.. third party bookings are just wrong... and it is something that should never be allowed.. when something happens with the guest its under another persons card and they can deny payment.. I have 3 rooms and I have it listed under each one.. NO THIRD PARTY BOOKINGS.. GUEST MUST HAVE THEIR OWN AIRBNB ACCOUNT.  and I have to scrutinize a little more. and ask questions when things seem a little off. I have had guests say no problem I will get my friend to make an account.. and there was no problem... but I think airbnb should do a better job of making sure the guests or account holders knows.  

I am glad that there are improvements. I wish to mention that it is not always possible to get evidence of extra guests ( we had a guest who said they were bringing their parents ie him his partner and her parents . Therefore 4 guests altogether ) . Instead he had a group of about 10 x 18 year olds. I have a lady who lives across the road who saw the cars, the many people leaving and entering the place and evidence after they had left of over 10 people there ( bedding used and up to 8 hours to clean the place. This lady  did not realise she had to take pictures ( I couldn't as I live 4 hours away). I was continually told that I had to have evidence even though I told the case manager more than once the lady across the road was prepared to sign a statuary declaration. but each time the case manager did not respond to this. I have been with Airbnb for 3 plus years and I am a super host. I sent a screen shot of the guests message where he apologised for lying and the lady across the road saying she will give a stat declaration, yet I am still told I have to get evidence. Therefore the guest who owned up to lying and did so for at least 3 days when approached is being given the benefit of the doubt ahead of me. 

Rachel1471
Level 1
Toronto, CA

I had a guest steal a sculpture I made and I was not provided with any resolution !! my case was dropped because I didn't have a receipt! but I explained I would have to take the sculpture course again since I didn't buy the piece. Airbnb basically ignored me and dropped the " resolution" case and I don't think anything was done about the stealing guest except my review. That is why I stopped hosting...why would I use a platform that lets people steal from my home with no repercussions. Actually I have been telling everyone but on writing this I think I will start  a social media campaign... because I initially felt embarrassed as a victim of theft but now I am just upset and angry with the platform. Unless there is something in the is " new" policy that can resolve my old problem and angst.?