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. 

[Joanne650]

@Catherine-Powell 

Hello Catherine,

Yesterday morning I  received an email from airbnb that my host had cancelled my reservation which I booked back in Nov for an accommodation in a high quality condo in South Beach Florida I am to stay in  a couple weeks.  I have been greatly impacted and have spent long hours searching for a comparable accommodation but only one exists but it is more than 5x the price.  The problem is everything that is similar to what I booked is taken now.   My understanding is airbnb has the responsibility to help get me an alternate comparable situation but I can not get a higher level resolution specialist that can get the job done.  I am also a superhost and fully understand the responsibilities to my guests but have never cancelled on one.  This is my first time being abandoned by airbnb and feel strongly about stop using the platform as a guest and host.   Why can't airbnb and the host be burdened with paying the difference in the cost for a comparable accommodation because at this time a similar place costs much  more being it is only a couple weeks away.      Perhaps you may not truly understand how distraught I feel unless the same exact thing happens to you.

Joanne

cell **

**[Phone number hidden due to safety reasons - Community Center Guidelines]

[Patricia2063]

I hope Airbnb helps you with this. I am both a host and a renter in your situation does not seem fair to me. I am certainly hoping that the host it canceled on you had an extremely good reason for that.... it it doesn’t help you get another place.

There are some policies and procedures that Airbnb has that I don’t feel are always fair to the host or the guests. Hopefully they will step up to the plate for you. 

[Catherine-Powell]

Hi @Joanne650,

Thank you for your message, and I'm so sorry to hear that your host cancelled your reservation. It's an unfortunate situation for a guest to find themselves in and I can appreciate the stress that it can cause whilst you search for another place to stay.

However, I spoke to the team and I understand that they have now assisted you with rebooking a suitable alternative, so I do hope you enjoyed your stay.

Great to hear that you are a host as well. I hope you will continue to share your feedback here in the Community.

Best,
Catherine

[Daniela1190]

Catherine,  it is nice to hear that the airbnb is taking precautious against parties. Another issue that I am having is, since Marijuana legalized I have a lot of guests coming and smoking inside the house, they cause roles in rugs, sofa, chair sits and even damaging furniture as the house doesn't have ashtray they put out in the furniture. 

Even though in my house rules smoking is not allowed, I have an impression that since the guests were used to smoke it hiding they created the habit of smoking inside the properties, besides my airbnb house is  in a conservative neighborhood that won't necessary want to smell it, in case if they smoke in designated area. 

Is this only my problem or there are many other hosts with the same problem?

Thank  you

[Nuria186]

You are very right, Marijuana is a common habit among Airbnb rentals, as there is not a front desk that could be made aware of drugs use.

Additionally, these days, anyone can get for only a few dollars a Marijuana legal user ID even on Groupon.

This is becoming a huge raising issue that we don’t know how to resolve, unless police is called on site but doing so would  affect Airbnb reputation. 

[Lezlee0]

Catherine Powell, can you please do away with the “awaiting verification” that hijacks our listing on same day bookings?  90 percent of the time, the guest doesn’t follow through with the verification nor withdraw the listing and we have no opportunity to decline to clear our calendar leaving us with a vacancy as it remains throughout the would be reservation blocking it from others. 

[Linda1161]

I completely agree the system is in favor of the Guests and leaves us as Hosts in a difficult situation.  The other day I had a horrendous Guest who was to meet me for check in and creates every lie in the book to avoid check in.  She wanted full refund and my no cancellation policy was jeopardized because she maneuvered Customer Support  They agree to allow this Guest NOT to produce identification in a Condo yet the listing states all Guest need to abide by Condo of the building.   She also refused to wear a COVID Mask and threatened Lawyers and Human Rights.  She wanted out of the booking because she booked and paid 1 month and wanted to extend for 2 but my condo was already booked.  She didn’t want to move in and move out in 30 days and caused a massive fight.  AirBnB support caved allowed her to cancel then they penalized me after 5 days of massive headaches and then BLOCKED my calendar.  A few days later AirBnB supervisor changed his mind and unblocked my calendar but now it’s less than. 28 days so I can’t have bookings anyway.  It was horrible I lost $2,444 for bad representation from AirBnB support and frustration lack of sleep and heartache yet I’ve been a host 4 years with a few properties of mine and over 144 reviews and 200 bookings.  This Guest was using 2 different accounts, and used Airbnb 5 times in 8 years.  I am so disgusted and have no where with AirBnB to complain 

it’s so bad for Hosts

[Julie203]

Wow, not surprised. Air does not support the host well at all.  Their customer service support is horrible. VRBO 5 star!  The 48-hour cancel is a joke and not acceptable. If a guest books in my high season in December for July there is no way I will allow them to cancel in July 48 hours before. This would be huge lost revenue.  3 months min. We as hosts should determine the cancel time frame.  VRBO is SO much better to work with.  Air blocks out the days if WE cancel a guest due to (?)  this is a power grab and simply wrong.  It is OUR  BUSINESS and our week to do with what we want.  They block it so NO ONE else could book.

Horrible.

[Linda1161]

Airbnb Customer Support have no interest in  listening or understanding anything. Condominiums are multi million dollar buildings and a Host can’t control Building Rules Regulations and even the Airbnb Supervisor refused to listen to the truth.  The multi million dollar potential liability to Airbnb that Supervisor supported is ludicrous.  I am going to take tgis to Executive Level but other than community Chats Airbnb regulators are impossible to reach.  Does anyone know how I can? 

[Barbara1331]

I don’t know if it did any good   But I sent certified letters to Ms Powell and Ms Bunch. No response . 

Of course file complaints with bbb and all consumer protection organizations. 
pus I will continue to tell all about how badly airbnb

[Barbara1331]

VRBO is a pleasure to work with.  Airbnb was the worst experience I have ever had in business 

[Mark37]

I am holding my breath for a cancellation today in CO.  I have guest arriving today, along with a snow storm.  It they can't make it, AirBNB will refund me and my place will be empty for a week during the peak of the ski season.

[Linda1161]

Why would you be responsible for a snow storm and lose your income ?  Mortgages taxes utilities still need to be paid 

[Colin486]

I've just received the good news of Superhost coupons being extended. I have been refused mine because, due to Covid travel restrictions, I had to cancel a booking I'd made with my coupon. Airbnb now refuse to extend or replace it, "because you cancelled your reservation". Firstly my cancellation was not my fault, it was a Government rule, and secondly, and more importantly, surely the key fact is that the coupon has not been used? Airbnb says it is getting back to its roots, this is not the way to do it - do not give with one hand and take back with the other for no good reason please.

[Carol639]

@ airbnb I have been a SuperHost for 3.5 years and have received 150+

5 star reviews. Today I received a call from Airbnb stating that a guest who checked out a week ago claimed my dog had bit him and he had to go to Urgent Care because of the bite. The guest never indicated to me that my dog had bit him during or after his stay nor have I ever known my dog to bite anyone. In the state of SC, if medical personnel are aware of an animal bite, they are required to contact DHEC and DHEC would reach out to the animal owner. This did not happen because the guest is lying.

Airbnb has now locked my account while their "Safety Department" is investigating. Airbnb has also cancelled upcoming reservations due to this dishonest claim without communicating the cancellations to me. The guests are contacting me asking me what is going on but Airbnb's "Safety Team" has not responded to me. What bothers me the most is the guest making the claim has never used Airbnb before but I and future guests are being inconvenienced and losing income. The guest was upset when he checked out last week because I would not allow him to keep his vehicle parked at my property for 21 days past his reservation. I thought he might cause problems so I contacted Airbnb to give them a heads up yet they are now locking my account. This guest is disabled with 4 (yes four) brain injuries. I did not know this until he told me when he checked in. This guest should not be booking through Airbnb because of his instability. What is Airbnb's "Safety Team" doing to ensure their hosts are "safe"?