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. 

[Carol639]

@Airbnb Safety Team never responded except to say, We have fully restored your account after receiving confirmation that you reviewed the Safety section of the Airbnb Community Standards. An internal note has been added to your account.

If we receive a similar report in the future, we may take further actions on your account including removal from the Airbnb community".  So basically I the Superhost am being penalized for a false statement from a one time Airbnb Guest.  No restriction on the guest so someone who Airbnb is aware has had traumatic brain injuries can now book with another unsuspecting host and if that host has problems, it's on them because Airbnb does not value their hosts.

[Mark37]

Ugh...I feel for you.  This kind of thing is very scary, like most hosts, I rely on AirBNB solely.  

[Bob-And-Normie0]

Hi Carol, 

I am sorry to hear of your terrible customer support issue with airbnb.

I too am a superhost with Airbnb and have been treated horribly by airbnb customer support. Still trying to get resolution about a lying customer at one of my properties.

[Barbara1331]

For The last two and a half months I have been trying to get paid for a guest stay. Airbnb claimed they sent me payment after a guest canceled that of course I was not owed and did not receive.

When payment was due for the next guest, you deducted the amount that you claimed I had received.  That was Aug 10. 

since then trying to get my money has turned into a part time job. 

I was sent many  transaction reports that showed the payment I never received. 
No one bothered to research what had happened. Many times I was told I had been paid and the case was closed. It took  Airbnb at least 2 weeks to send me the reference number I needed to try and trace what happened. Airbnb made no attempt to find out what happened. All I got was more transaction reports  with the same explanation 

What happened was after three calls to Payoneer they found my money. That took four hours on the phone.

I was treated like an idiot, condescension poured out of the messages,  because I wasn’t able to understand that I had been paid. Which I had not been. I received the money today. 

Never have I had such a terrible experience with any company I’ve done business with. 

No apology, no offer to pay me for late fees or send letters to my bank and credit cards accepting your responsibility. 
I will report this to every consumer protection organization I can find. 

Last week I sent certified letters and emails to Catherine Powell and Tara Bunch with no response. 
Barbara Pope

[Personal information hidden due to safety reasons - Community Center Guidelines]

[Len15079]

Hello Catherine,

I have been trying to get you guys to pay for a guest that stayed in July.  I been on the phone and online many times with your account specialists in Manila.  I get the same response ... It is a technical issue and will send it to a special department.  It dies at that point.  A technical issue in your programing should not hold up a payment for 4months.  Your system shows it as an Upcoming Payment for July 18, 2022 ... Mindy Taylor reservation.  Please help.

Thanks,

Len

[Personal information hidden due to safety reasons - Community Center Guidelines]

[Quincy]

Hi @Len15079, I'm sorry to hear about this. Let me pass this on to the team, so that

they can look into this for you. 

[Cricket4]

there is a guy with an ad on facebook calling his biz AirBnB bootcamp.hes using the logo but admits hes not affiliated,

im not sure if his info is real?

[Ana7]

@Catherine Powell 

@Airbnb  is there Catherine Powell not here in the CC any more?

anyway - I have a problem that CS staff are apparently not able to solve. I can't link my Airbnb account to my Payoneer card, after I had a new card issued. 

the CS thread with the customer service is open for 2 months already with no results, and my payouts are on hold. I have given in to writing to them anymore, is there anybody above them with any technical knowledge who can help me with fix the problem? 

[Quincy]

Hello, 

Thank you for participating and sharing your feedback. 

This post has now been closed, and we invite you to start a new conversation by clicking here 👈

Thank you, 

Quincy

Community Manager