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. 

[Catherine-Powell]

Hi @Matt291 , I don't think you are a Negative Nate! On the contrary, thank you for taking the time to share the examples. Many of the issues you have raised I am currently looking into. It might take some time, but I will be back in touch as I make progress. I have heard  your examples  shared by many other frustrated hosts. They have my absolute focus.

Best, Catherine

[Sanjay-and-Jo-Ann0]

There is one issue that I haven’t seen mentioned yet and that is the exorbitant admin. fees that Airbnb is charging our guests. The fee used to be nominal and reasonable. Then suddenly, and without any communication to Airbnb hosts, fees are now as high as $1100 for a one week stay at our Airbnb. One group was charged $700 for a 3-night stay.

Airbnb justifies this fee by saying that it is for the 24x7 customer support they provide guests during their stay. Actually, it is the hosts that provide 24x7 service to its guests not Airbnb.

This has started to create major problems as guests are expecting further discounts to mitigate the admin. Fees which by the way we as hosts don’t see.

I would like to know what will be done about this.  It seems there is a set algorithm that calculates these fees across the board. Perhaps they are reasonable for smaller rentals, but not for larger ones. I’d appreciate an answer back on how Airbnb plans to address this.

[Patricia2063]

Thank you so much for that post. So well stated and so true. Guests also are looking for additional discounts when the Airbnb fees are so high. In addition,  what I’m seeing now is that guests I have a plan to return have asked me if they can go directly through me instead of paying the fees. Whereas I used to have people repeatedly go to the site when the fees were low. Wouldn’t it be better for Airbnb to have the consistency of guests return going through Airbnb rather than just get those guests for one time? 

[Andria13]

The first 2 out of 3 claims that AIRBNB listed as highlights summarizing the content of this video:  

       1. We're rebuilding our business around hosts

       2. We're partnering with you (hosts) to work more closely with you

Yet, the actual content of the video was

     1. "The most important aspect of a company is the "Brand."

     2. "We want to focus on striving to meet and exceed GUESTS expectations

     3. "Storytelling."

Someone, please help me understand how any of these actual points in the video communicate any attempt to "recenter our business on the host and hosting"?  My goodness, please stop insulting people's intelligence with the false claims and bait and switch moves.  Absolutely, NONE of these points focus on PARTNERING with hosts, but each one of them does explain the true intentions (and my experiences) of what AIRBNB has and still holds as their number one priority, themselves.  Your brand, strive to meet the guests' expectations, and storytelling (having your hosts market FOR YOU) these are your concerns and Catherine, you don't care as much to mention addressing the concerns hosts have already communicated. Sadly this is precisely in line with what AIRBNB's actions have communicated, when it comes to protecting and valuing their hosts, to AIRBNB hosts are dispensible and ancillary.   Catherine, we hear you loud and clear, crystal.  

[Lizzy45]

@Andria13 I respectfully suggest that Catherine address the top four or five issues expressed clearly in these comments by hosts from around the globe. I have been hosting for nearly ten years and back in the early days, we hosts mattered to Airbnb. Indeed, two representatives from the company visited us in our small office near Disney World. Because Airbnb 'needed' us. Unfortunately massive growth and expansion have changed their MO. Guests are clearly favored over hosts. Of the many blunders committed by Airbnb in the past couple of years, the day they politicized their business by getting on board with BLM may cost them dearly. Hosts Matter my friends so let's HM!

[Patricia-And-John1]

Catherine, I hope you straighten out the continuous lack of customer support for your hosts. We have had an issue with discounts being offered to guest that we did not authorize. We have called in a number of times and were told the issue is a priority and to expect a call within an hour. Needless to say our concerns are not being taken seriously and we are being ignored. 

We have sent screen shots proving that we don't offer a weekly discount and NOTHING! A message saying we offer discounts and the problem is apparently resolved. Well it is NOT RESOLVED!

If you truly believe in transparency then start breaking down the walls and start responding to your hosts. Air bnb owes us $504 CAD. We expect a resolution not lip service. 

You need to remember that without hosts offering their property for rent you would have no business and therefore your new job would not exist either. 

I'm so very disapointed in the lack of professionalism. Please respond!

[Katie]

Hi @Patricia-And-John1 

I'm so sorry to hear you've had this discount issue - I've just had an update from Support about your case, so I will send you a DM with the details now.

[Neville14]

The 'race to the bottom' on price is a difficult issue for us. Airbnb prompt us to reduce price on a regular basis. Yet we know that when people visit us they say they have stayed at other places in our area which come nowhere near what we are offering for just a few pounds extra per night.  Why not promote hosts who provide well above average accommodation - but don't compromise on price. We have come close to leaving your platform and taking other opportunities which provide a better return.

[Catherine-Powell]

Hi @Neville14 , thank you for your message. I am looking into the points you make. I have heard it from many hosts. I hope to be able to discuss further soon,

best, Catherine

[Ian-And-Anne-Marie0]

@Matt291 

My humble suggestion is that Airbnb as a whole stop trying to create new "Experiences" or "online Experiences" and focus all your time and energy on fixing the existing issues with the hosting/customer service side of things.

How ironic was it that?! Brian Chesney proclaimed the "Back to our roots" company restructuring after being forced into making 1900 staff redundant, then on the next breath starts promoting 'online experiences' with Catherine !

[Cristina1405]

@Catherine Powell , I'm glad we have someone to look after hosts. I want to say I feel it's REALLY URGENT that you fix the customer service problem before you lose more guests and hosts trust (which will be very difficult to gain back)!!. Please fix this problem - hire more people, review the system, make it easier for reps to solve issues (not just case managers), there's lots of solutions, I know it's easier said than done, but I feel like the whole company should be working to fix this problem before everything falls apart. 

[Catherine-Powell]

Hi @Cristina1405 , Thank you for your message and yes, we are in the process of fixing customer service as a matter or urgency. There is some more info in my 2nd video. It is an absolute priority. 

Best, Catherine

[Patricia2063]

Absolutely! I am in total agreement with Cristina. Friends that are owners as well as my current and prior guests have had horrible customer service experiences. Some issues were never resolved and I felt terrible for people. Hi as an owner had to fight for them. I also had to give people discounts and free nights additionally for what they went through. Please work on this!

[Lizzy45]

@Ian-And-Anne-Marie0 I respectfully suggest that Catherine address the top four or five issues expressed clearly in these comments by hosts from around the globe. I have been hosting for nearly ten years and back in the early days, we hosts mattered to Airbnb. Indeed, two representatives from the company visited us in our small office near Disney World. Because Airbnb 'needed' us. Unfortunately massive growth and expansion have changed their MO. Guests are clearly favored over hosts. Of the many blunders committed by Airbnb in the past couple of years, the day they politicized their business by getting on board with BLM may cost them dearly. Hosts Matter my friends so let's HM!

[Mark37]

I am excited that AirBNB has brought on a senior person like Catherine. She seems like a big thinker and to accomplish her goals she will need to listen to us hosts. I, as others, have been very frustrated at times with lack of support...I will give her a chance.  Extenuating circumstances is high on my list....snow storms end up costing me thousands every year with having two properties in Breckenridge, CO.

Katherine, you can reach out to me anytime.