Introducing Catherine Powell, our new Global Head of Hosting

[Airbnb]

At Airbnb, we started out with a close working relationship between our employees and hosts. Lots of our best ideas came directly from you, and we’re returning to that type of collaborative partnership that can help make each other better. 

Today, we’re excited to share a video featuring our new Global Head of Hosting Catherine Powell, who outlines her plan to rebuild our business around hosts like you. Her main focus: more transparency. 

Once you’ve watched the video, we’d really love to hear from you. Please let us know what you’d like us to cover in future Host Updates with Catherine. 

Thank you. 

[Brian883]

I have had very minor issues to yours but at the same time the philosophy is similar. A guest had booked 5 days, broke a stovetop then told me the day they left. They denied fault when I contacted them. As far as I'm concerned once the guest is in the house it is under their control. I had another booking that afternoon. If I had the control of the security deposit I could have bought the replacement stove right away! Instead I tried to go through "the hoops" to receive compensation, couldn't get through right away and ended up taping the cracks the stovetop endured until I could replace the stove at my cost. I really don't like having to go through this process because Airbnb customer service were not there so they can't make an informed decision. Secondly, by the time you get ahold of customer support it's just going to be passed on upwards which takes even more time! 

[Michael5134]

HI Catherine 

I am a retired Superhost who has not been paid by Airbnb since March. You have received payments from my renters which you have not paid to me. This includes two recent stays in July.  Airbnb Support have been stalling for three weeks. Yesterday a message appeared stating 'case closed'. I have complained and received no response. This is diabolical treatment of one of your most loyal hosts. Please pay your hosts as priority number one. I've also messaged Brian Chesky. Your ethos is supposed to be 'A Community Built on Trust'. The latter is quickly evaporating. Thanks Mike

@bchesky @cpowell 

[Katie]

Hi @Michael5134,

Thanks for getting involved and posting here on the CC, and I'm really sorry to hear you've had this issue with your payments. 

I've just received and update from Support about your case, so I will DM you now with more info.

[Michael5134]

Thanks for helping resolve my case Katie!

My faith in Airbnb is now restored! 

All the best 

Mike 👍 

[Teresa617]

Hello Catherine, I would like to welcome you to Airbnb! I'm excited to have you join the company and the opportunity in learning new things to help facilitate and grow my business.  

Warm regards, 

Teresa

[Catherine-Powell]

Thank you for your warm welcome, @Teresa617. The Airbnb Community is full of hosts who have so much knowledge, experience and creativity. I want to do all I can to give you all the support you need going forward.

I wish you all the best with your hosting journey.

[Erin344]

I am so massively frustrated and disappointed with Airbnb customer service - or lack there of.  WHY DID YOU REMOVE THE PHONE NUMBER?  You are still blaming Covid!?!?  **  I am a hot minute away from cancelling BOTH my 5star accounts on Airbnb and going private.  You wanna talk about brand?  I literally built our brand from nothing on Instagram and point inquiries to YOU.  Not the other way around.  Our cottage Instagram accounts have over 33k followers combined.  I am basically handing Airbnb money hand over fist.  And you cannot even reply to my repeated messages about a reservation conflict we are currently in?  This is beyond maddening.  **  We want action now.  STOP IGNORING US.

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[Stephanie946]

Yes!!! This!! ^^^^^

[Brian883]

G'morning Erin! My name is Brian, an experienced Airbnb host from the Casino area. I agree with your concerns. Could you reach out to me at ** or phone me at **. Ty

**[E-mail address & phone number hidden due to safety reasons - Community Center Guidelines] - Please note that it is not allowed to share any personal details publicly. You can message each other privately instead. 

[Joaquin-and-Andrea0]

Well you can see that as hosts we are being under lot of pressure and not that much help (or not at all) from Airbnb. 
Really sad of seem how the hosts as been treated last months . 
shame 

[Vance8]

I think it is great that this role has been created, and I wish Catherine great success.    The easiest way for Catherine to understand the struggles of a host is to host an Airbnb herself.  I'm the CEO of a medial device company and have managed two spaces for the past 3 years - and I'm proud to say my wife and I have been successful.    I recommend she give it a try herself to manage cleaning teams, manage the laundry service, manage reservations, manage complaints, manage damage claims and all the other plethora of activities required to be successful and profitable as a host (all while maintaining a full time job). The need for focus groups with hosts might not go away, but I'm certain the need to get in touch or alignment with hosts would be less important.  Without hosts, Airbnb is nothing.  Again, I wish Catherine great success, and I believe it is vital for Airbnb's success.

[Shawn-and-Francie0]

Welcome Catherine!  Happy to see someone assigned to the hosting experience.  I'll be optimistic of positive change you plan to implement in the future, however hosts need support NOW.   

We have had a return to bookings in our area and have noticed a larger percentage of guests ignoring our house rules and breaking the booking agreements.  They are bringing large numbers of guests which exceed our maximum, causing damage and refusing to pay extra guest fees and we have not been at all supported by airbnb in holding the guests accountable.  Security deposits should be accessed not only for current physical damage but also for extra guests brought without the express permission of the owners.  Sometimes the damage and impact of these guests is not known within the 2 week period after the guest leaves. 

 Explicit processes for problem resolution needs to be transparent and the authority of airbnb to resolve problems also needs to be made clear. It should be better communicated to guests that they are guests staying in people's personal homes and not corporate hotels.  Hosts pay fees and guests pay even larger fees to airbnb, we deserve a better level of support.  

[Emilia42]

@Shawn-and-Francie0 Did you know that a few months ago Airbnb removed the House Rules from your listing and hid them behind a "show all" link which we all know guests are not clicking.

P.s. Your upstairs master bedroom looks amazing!! 

[Shawn-and-Francie0]

Thanks for sharing @Emilia42 I did NOT know that the house rules have been hidden. Number of guests is kind of an important rule which should be in the visible list.  No one wants their home overrun by uninvited guests and this is precisely why airbnb's have a negative reputation in the community.  Too many guests are disruptive to the neighbours.  None of us want to be known as a lousy neighbour.  It would be in their best interest to support hosts in enforcing these requirements.  

[Diane137]

@Emilia42 That explains a lot! I just thought a ** started flooding the website. I've had no less then 2 dozen bookings followed by 2 dozen cancellations due to guests booking w/o reading my new Covid-19 restrictions and procedures.

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