Party policy updates, Superhost status extensions, and more in Catherine’s latest Host Update

[Airbnb]

If you watched the first Host Update from our new Global Head of Hosting Catherine Powell, you’ll know that we are working on rebuilding our business around hosts, and giving you more transparency along the way. 

Today, we’re sharing Catherine’s latest Host Update with you. In this video, she discusses important priorities and insights for hosts at Airbnb right now. These include how Airbnb is handling parties, active steps being taken to support Superhosts, and why it can pay off to commit to higher standards for cleaning. 

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.

[Mike-And-Jane0]

@Tracy647 Unless someone cancels you I would GUESS that this booking will be honoured if it was made pre-policy PROVIDED it is legal in your jurisdiction.

[Tracy647]

I understood it to mean that any RESERVATION after Aug. 20 was not permitted to be over a 16 person limit. I'll go back and read the exact verbiage.

[Mike-And-Jane0]

@Tracy647 Reading the words often doesn't help with Airbnb. Reservation could mean 'when you made the reservation' or it could mean 'when the reservation takes place. I suspect it means the former so if you booked a while back you should be OK. In law I would have thought it not possible to change the rules post booking.

Now, if the host (or Airbnb) think different then you should get 100% of your money back although I realise the hassle and pain you will go through to find another venue will be immense.

Good luck

[Huma0]

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@Mike-And-Jane0 wrote:

In law I would have thought it not possible to change the rules post booking.

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But isn't that exactly what Airbnb did with COVID-19 cancellations?

[Tracy647]

@Mike-And-Jane0  - the verbiage reads: 

"The policy prohibits gatherings of more than 16 people (effective for reservations made on or after August 20, 2020)..."  It's not 100% clear if hosts are honoring a reservation that I booked before Aug. 20 for a date AFTER Aug. 20th. But it sure sounds like they are prohibiting our Sept. 12 gathering. We reached out to our host at 9:30pm yesterday and he has still not responded. He has not been the 'super host' he is listed to be.

[Mark116]

@Tracy647  You're reading it wrong 'reservations made after XX' means just that, a reservation made after Aug 20.  Your reservation pre dates the new policy so the old policy will still be in effect. If you don't hear from your host by today, I would contact Airbnb directly to verify that your reservation is still confirmed, etc. 

I don't see how the host could keep your money while at the same time refusing to honor your reservation.  The worst case scenario is that you would lose the spot and get a full refund due to a change in Airbnb's policy, but given Airbnb's current state of chaos, that would probably take some effort on your part.

[Mike-And-Jane0]

@Tracy647 Its super clear to me. I would go back to the host and say that as the policy is for reservations made on or after 20th August you are confident the booking can continue.

If it meant anything else it would have just said 'prohibits gatherings  of xx people' and the effective date would have been the issue date of the notice.

I am 99% sure you will be OK

[Tracy647]

@Mike-And-Jane0   ok, that does make sense! thank you so much!

[Katie]

Hi @Tracy647 @Mike-And-Jane0 @Mark116 

I just wanted to dive in here to clarify: this change in the party policy will only apply to reservations booked after Thursday 20th August. Reservations booked prior to this date with more than 16 people (such as yours, Tracy) will not be impacted.

I hope you've managed to get in touch with your host now? 😊

[Tracy647]

Thank you! Yes. Finally got in touch with the host and he has been very helpful! Thank you so much for the clarification!

[Stone43]

I would like to see change if DISRESPECTFUL GUESS  who will not follow the house rules ! I was never  helped 4 months later no help from Airbnb!     ALL GUEST NEED TO FOLLOW HOUSE RULES ! ALL GUEST ! Airbnb NEED TO ENFORCE This !

[Susan3823]

Hi Catherine,

 I still have guests violating the house Rules .

No Matter how many places that I put on my Listing that ONLY the guests registered on the listing meaning book for 6 guests then 6 guests can be there total, GUESTS KEEP violating this and I have the Police called Over and Over again.

I have been doing more bookings with different websites where I have more control.

I HIGHLY suggest that there is a button for guests that want to add guest visiting on the Booking page and a button for hosts for guest visiting maximum.

Even today, I have a guest checking in that booked for 4 guests, I specifically asked her to confirm that 4  guests  were staying and that no other guests were visiting on the message thread before  I gave her the code.. She did not answer , so I called her. The guest comes back with , I am having some friends visit and I then asked how many , she said about 10  but they are not staying the night so its fine, I do this all the time at Airbnb's. I said NO that cannot happen, that would have been 14 guests in a 2 bedroom 1 bath apartment.  Also  I request that ANY GUESTS VISITING to be approved before booking  and MUST be DISCLOSED per my Hosts Rules prior to booking OR LOSS OF DEPOSIT. Airbnb Never helps when I have more guests there and with Full VIDEO PROOF, they say sorry cannot do anything about that.

So this Guest in particular then changed to 6 guests and pretty much told me that she is still having more guests come by.

What am I left to do, Cancel her and give her a full refund ON CHECK IN DAY and then NOT get re booked. NO this is not fair to the HOST, I have called Airbnb twice so far no -one can help, Case Number is 92352378, so that AIRBNB calls the guest and lets her know that she has to abide by the Rules of the host. This GUEST says AIRBNB allows it all the time, this is the reputation that AIRBNB has with guests and it NEEDS to be changed.

So now. I have to probably go over there tonight about 9pm as no one will call a HOST back from Airbnb and ask 20 people to leave, with no help from Airbnb.

BUT if I choose to not let her in then I will have to refund thats NOT RIGHT.

SOMETHING NEEDS TO CHANGE

[Katie]

Hi @Susan3823, I'm so sorry to hear about the issues you have been having with guests bringing extra people to your listing without consent.

I have just received an update from Support about your case, so I will send you a DM now - please do check it when you get a moment.

I know it is a high priority on the team's list to ensure that these kinds of guests cannot continue to break rules like this, and the updated party policy is the first step in doing so.

[Stone43]

Hey SUSAN3823 , I feel your pain !  I have had some bad Guest also ! YET AIRBNB DOES NOTTING TO SOLVE them ! I had a guest here for 30 Days and i had to call AIRBNB 3 times a week asking for help and YET NOTTING was ever done about it the 3 week i told AIRBNB  to talk with her or leave ! YET NOTTING was done and  still the same old same old GUEST   would not respect the house rules and was very disrespectful! The Guest seem to violating the rules and do not care BUT AIRBNB let them when you keep calling and begging Airbnb  to help NO HELP notting is done! I NEVER got  the help from AIRBNB never got help or ,Hosts Rules prior to booking OR LOSS OF DEPOSIT ! AIRBNB  does notting to solve issues is what i  see ! i am a super host and i am so sick of Airbnb not helping like they should be! almost 4 months later over a bad guest and Airbnb  keeps opening a case and closing a case on a bad guest you just get a run around ! 

[Stone43]

AIRBNB  has NEVER helped me  when Guest are disrespectful of your home !  I had one so bad i sent video clips and pictures and notting still to date with the bad guest !