Introducing AirCover, plus 50 more updates and improvements

[Airbnb]

 

Back in May, we rolled out over 100 upgrades to improve every aspect of the Airbnb service. Today, with the Airbnb 2021 Winter Release, we’re introducing over 50 more updates and improvements that make it easier to host and support the changing needs of guests.

As the way people travel changes, so does the way you host. Airbnb is always listening—and we’re absolutely thrilled to share the new tools, products, and programs that you inspired.

Here are some of the most exciting updates:

• AirCover: Top-to-bottom protection, free for every Host—only on Airbnb

• Pricing tools: Pet and short-stay cleaning fees, plus previewing what guests pay 
• At-a-glance calendar: A simpler, more intuitive design for the desktop app 
• Translation Engine: Automatic translation of what you write into 62 languages
• Wifi speed test: Easy verification of the wifi speed at your listing

You can get more details about what’s new in the Resource Center. What feature are you most excited about trying? 

[Debra300]

Oh puleeeze.  AirCover sounds like a lot for marketing fluff to trick new hosts into thinking that they will be compensated for property damages. What about guest purchased travel insurance or rental insurance, and the host is either the beneficiary or has the ability to submit a claim?  I also didn't see any mention of the ability to charge an electricity fee, but I will review the upgrade list again.

[Stephanie]

Hiya @Debra300 ,

Thanks for taking the time to share your thoughts on this. Did you get a chance to review the Resource Center article on AirCover? You can read it here: AirCover

On your note around other fees, you can review the Pricing Tool here: Pricing Tool

While it doesn't have a fee set for utilities, I think you will be pleased to see we are bringing in the well sought after Pet Fee! 

Looking forward to hearing more on your thoughts and suggestions,

Stephanie

[Debra300]

@Stephanie,

Yep, I read the one pager on AirCover, and it seems to be very much like the previous Host Damage Protection.  I have a question about turnaround time.  How many claims were processed to determine a 9 day average for reimbursement for a brand new feature?  They purposely didn't put a numerical value on the SuperHost payout, and know that the term "faster" is quite nebulous and subjective. 

There is no mention about upgrading the training of case managers who review the claim submissions so they gain an awareness about property/dwellings, furnishings, and the impact of the damage, because some representative have no personal experience with these items.  Also, there still is no mention of the timeframe in which a host will get a response after a claim has been escalated due to a decline from a guest.

It does appear to be a move in the right direction to have pet fees, but the change to cleaning fee isn't an improvement.  It takes about the same effort and cost to clean a space after a two night stay vs. a weeklong stay, if the host is really performing enhanced cleaning as required by Airbnb's Safety Practices rules.  So, I don't see why a host would lower their cleaning fee for a short-stay, because doing so is a loss-leader.  What I and other hosts have requested is the fee option for weekly cleanings.  Unfortunately, many guests have very poor cleaning and hygiene habits, and it would be in the best interest of the host to provide incremental cleanings for guests with stays longer than 10 days.

I'll keep an eye on this blog for shared experiences about AirCover claim submission and remediation.  

[Steve623]

Airbnb please take note. @Debra300 gets it!  

She is spot on, please run all future changes through her for credible challenge to ensure you get them right. 

[Craig674]

I am a fairly new host and was excited about Airbnb’s AirCover policy and purported support of hosts. Recently, my fifth tenant since I began, caused a well documented $4k in damages to this newly renovated upscale property. Airbnb’s own safety team was even involved throughout the night trying to evict the party. The police finally had to be called at 5am to stop the noise and party. Despite all damage being documented and sent to the resolution center, Airbnb decided they would only reimburse $193.88. They would not even forfeit the tenant’s $500 security deposit. I am hesitant to continue with Airbnb after this experience and have no faith whatsoever in the AirCover policy they are promoting. Has anyone had a similar experience?

[Loverlee0]

Good day,

I would say I had a similar experience one person booked and I came home to find many people who were all violating the house rules from smoking marijuana to eating out all the food in my house my daughter had nothing to eat as a result of this they left the refrigerator door open etc I contacted airbnb right away and informed them that only the person that booked could remain they all left and cancelled I uploaded pic to Airbnb the guest then gave me a 1 on the review oh I forgot they stole my boom box that I got for my Christmas present because of that experience I was scared to continue hosting.

[Max-And-Stephanie0]

AirCover is a joke and much worse than the previous system. We had about $6,000 in damages and were very meticulous to gather photos, videos, invoices, and statements from the cleaning and repair crews. And as expected, our request was slashed, but without any kind of reasoning. There were about thirty people staying for 4 days, drunk and smoking the whole time with unsupervised young children, from diaper age to preteens, running around wildly (per the Ring doorbell). One of the most frustrating examples is that for the smoke remediation service, we used the same crew we've used twice in the past, and we had no problem getting reimbursed 100%. This time, the invoice was cut from almost $1,000 to $250, with the only explanation being "That's industry standard." Excuse me, no, it's not. Industry standard in our area is $4,000 for a whole-house service. I've called three times and nobody knows where to refer me. The resolution team member who handled our claim said I didn't need to submit a written notice of dispute (which is what the fine print says to do, by the way), and instead he said I can call and ask to talk to the "concerned department." So I did, and yep, the next person I talked to had no idea what I meant. We've moved to sending a written notice of arbitration per the fine print. Atrocious service.

[Zelda17]

That’s an excellent point about long term guests and extra cleanings. I clean after 10 days or so and just pay the extra cleaning. It’s simply too long to let a place go without eyes on it, especially for any reasonable turn round. 

[Owen235]

My damages are in the thousands. 14 days into my Aircover claim and I am still being passed from one claims specialist to another. 

[Anthony1104]

Hello @Airbnb @Stephanie @Debra300The same post on the French version of the Community center here https://community.withairbnb.com/t5/Actu-Airbnb/D%C3%A9couvrez-AirCover-et-plus-de-50-autres-nouveau... we want to improve the Airbnb experience too. Hope @Brian @Catherine-Powell  take note of our discussions!

[Barbara749]

So when is this sought after pet fee coming into effect???? It's a real pain having to collect the fee after the guest checks in.

[James1785]

Stephanie

Did you read what Craig674 wrote below ? What do you have to say ?

[Victoria1437]

Hi Debra

i am most recent victim of the ill deceived new air cover. A guest stained and dampened a brand new $80 cotton quilt (we are in hawaii) and mold spots set in. Airbnb denied coverage due to mold excluding any proof of stains also and that the guest caused the molding spots. Air cover is nothing more than lipstick on a pig for an irrational term we must agree to forget if our rights to claim on a guests security deposit. Can someone please tell me—-WHAT IS THE POINT IN COLLECTING A SECURITY DEPOSIT IN A LISTING FROM THE GUEST?

[Manasui0]

@Victoria1437 

You might want to provide a cleaning service weekly.. it helps the guest comfort, take care of your property and guest communication quality.. because mold do take times to grow and specially make stain.. as far as I know Air cover does cover if cleaning is done with in 2 weeks.. Thus mold or mold stains takes along time to appear.. just a suggestion, because we can't really expect every thing to the guest to do the cleaning for our property.. we are still in business of service in providing a homy accommodation.