London, United Kingdom Community Manager
Some of you may remember the Airbnb Host newsletter we shared every month a few years ago. Well, we are excited to share that we are bringing it back! And to make sure it’s a valuable resource to our wonderful Host community, we would love your input on what types of content you’d like to see.
Please do share your thoughts in the comments with any other ideas you have for how we can shape our Host newsletter next year!
We would much rather have support when we have issues versus these lists.
It took me two months to remove a retaliatory review when I had the guest's emails asking me if he could stay another week & then he got mad/left me a review with no stars for House Rules when I wouldn't give it to him for free...I sent in tons of emails asking Airbnb what House Rule I broke & they could not give me a straight answer.
I think we need regionalized support groups. US broken into 4 regions & larger states like Texas & California made into sub-territories.
The only insight most of us care about is when our listing isn't getting bookings...like if it's being hidden or not visible due to location settings or if the prices are too high.
I don't even know what Diversity & Sustainability mean....throwing terms around like this are woke dance moves to me. We want to make money. We all open our houses up to people from everywhere around the world...how much more diversity can you possibly get?
You know what we want? A way to communicate directly with these decision-makers.
They sit in their little cubicles and have their little team meetings with their chai-lattes where everyone tries to use as many corporate catch-phrases as they can to justify their position and paychecks. Meanwhile, none of them are here in the trenches dealing with guests.
They are not the hosts who accept week long bookings from a group of grifters who wait until 2 hours before checking out to claim they saw a bug and want a full refund. And CS just hands it over without a word to the host.
They are not the hosts who accept a booking from Persnickety Priscilla who makes it her mission to find flaws and begins complaining about minutiae the minute she steps foot in the door. And continues to send complaints every 20 minutes.
"I found a mote of dust on the underside of the toilet tank!"
"There's a leaf on the patio!"
"The brushed nickel finish on the master bedroom door is duller than the brushed nickel finish on the hallway bathroom door!"
"I turned over your area rug and I found a hair!"
"There's a partial finger print on one of the glass shades on the ceiling fan. You can see it from 12:20 pm until 12:45 because the sunlight hits it just right."
They are not the hosts receiving threatening messages from AirBNB warning of pending suspension and delisting because one guest left a devastating and obviously retaliatory review that the 3rd world Customer Service agents won't remove.
They are not the hosts reaching out to Customer Service because a guest is off their meds and having a mental breakdown and the CS agent simply says, "We'll call you back" then allegedly takes 3 days off and no one else will deal with the issues.
And they most certainly are not the hosts who try to log on to their listing only to find they've been suspended with no warning or explanation. Can anyone even explain why this even happens? I mean, Guests are given warnings if they are accused of something.
What we hosts want more than anything are ANSWERS.
I filled in the above form, but it would be great to have clear updates on all policy changes and updates to the website, of which there have been many recently.
And how about having Q&As on these, where real hosts get to ask questions? I've noticed that many of the articles Airbnb has published on recent changes are missing crucial information and hosts are still in the dark about much of it, hence all the discussions on the CC trying to decipher what this or that means and whether this or that has changed.
The updated review process from the guest side would be a great topic to start with as we have SO many questions about that still.
Good shout @Mike-And-Jane0, this is a request we have seen multiple times on the CC. I'll make sure to emphasize on this in our next meeting with the wider team.
+1 to this! was chatting with someone today about this, how there must be SO much data and we get nothing.
however, this is a fluffy newsletter they are talking about..... @Mike-And-Jane0 how will the info in it differ to the forums? apart from being even more sanitized?