How is a guest with multiple bad reviews allowed to Instant Book

[Helen3]

  

Two positive reviews and six complaining of poor communication , late check out, dirty bed and  messy kitchen .

With these poor reviews how were they able to Instant Book? 

[Joelle43]

@Joan2709 

This is ridiculous and just making my blood boil.  Are prepared meals live deliveroo do you think which is why they are allowed, presumably there is no preparation on the premises?

I don't trust that contacting CS is going to stop guests from ordering these services and using my premises to enjoy them.  How can CS ban guests from ordering services do you know Joan or is just talk?  We know how reliable CS can be at the best of times... Sure we can add this to our house rules but we need something in the Airbnb system to disallow guests from using the function and how would they do that??

I still can't see where guests see that they can't order services on @Trude0 's listings can you?  

[Joan2709]

@Joelle43 

Agree 100%! This is a debacle to be sure! Simply adding a opt out button on the listing (or requiring Hosts to opt in), would have been the way to go. What a mess! Not sure about the prepared meals thing...but c'mon. I don't trust CS saying they've "updated" the listing to prevent Services either. I do think offering services is fine at the Service Host's place of business, or in a public space (like Experiences), but trying to allow this in the listing itself is a bad idea. 

I also posted a possible additional "minefield" in the Q&A about Hosts in an HOA or condo association. Many of them do allow STR as it's considered residential use. However, most CC&Rs prohibit operating a business/commercial activity. Also the tax implications? Many states (like my state) have a Business & Occupation Tax and addl property tax on the furniture etc. used in the STR. The state might come knocking regarding use of the property for addl business purposes and not paying the taxes? Who knows how that works on Services? Does Airbnb collect taxes on the Services provided and pay it? Does the Service Host have to pay it? Most of the services offered are taxable in my state. 

I would like someone to "test" their listing after opting out (in a city that does allow services now) and see what kind of message they get as a guest when trying to book a service? Then we'll know what a guest sees. 

In the meantime, I guess just update your House Rules to add that Airbnb Services are not allowed at the listing and keep a copy of the confirmation saying you have opted out?

[Shelley159]

Here's my guess @Joelle43 @Joan2709 - if you ask to opt out I think it will be added to your house rules and there will be a tick on the system that you've opted out.

If someone then orders a service to take place inside of your listing, it's going to be exactly the same process as it is when someone smokes or brings an extra guest or checks out late or throws a party ... you'll have to strategise about whether you want to make something of it.

[Shelley159]

Fortunately I think most of us will be OK with prepared meals, as I assume that's just a quick drop-off delivery @Joan2709 . Many of our guests are ordering pizza or groceries anyway.

Delivered meals make for easier cleaning than cooked meals. Chef's Services inside the listing, on the other hand, are going to be interesting. I doubt anyone is going to review the Chef and his staff (of how many people, is there a limit?) on cleanliness.

[Marie8425]

@Joan2709 

My understanding from the rep was "Prepped Meals" are considered a delivery that is why that is not on the Opt Out.

My curious mind does make note a sudden presentation of something New that isn't turned on and off by the Host like other New Releases.  Doesn't suggest like Opt Out is the direction Airbnb desires.

[Joan2709]

@Marie8425 

Yes...I guess prepared meals being delivered is ok, but since it is presented under the Airbnb banner as an Airbnb Service (not like typical local food/grocery deliveries), I feel guests encountering a negative experience with this Airbnb Service will allow that to negatively affect their review of the Listing....we shall see.

Oh...I'm sure Airbnb wants every host to allow ALL services in their listing, just like they want all Hosts to use Instant Book and provide a Flexible cancellatio policy! This is despite the fact there is no compensation to the Host for using their property to provide the service and there is tremendous increased risk for the Host. 😱😠

[Marie8425]

@Joan2709 Haha You mentioned the banner an idea?

Airbnb is not communicating about individual resident Hosts costs and no easy Opt Out.

Just my curious mind guessing.

Airbnb presents its focus to be a Guest Vacation App.

Services Rentals and experiences will all move under the Airbnb Banner

Airbnb will be the new customer for new Hosts.  Airbnb will be the point of contact for the Guest.  Basically we would be agreeing to be a contract to Airbnb and Airbnb accepts all decisions regarding a Guest

[Joan2709]

@Shelley159 

These are all my concerns as well...spot on.

[Shelley159]

@Helen3 maybe they just need at least one good review?

• Good track record: completed a reservation without incident or bad review

Your guest cetainly did complete "A  reservation" without incident or bad review! 😆

Who knows.

[Helen3]

Thanks @Shelley159 true.

So what we have learnt is there is no longer any protection for hosts using instant book if guests book who have negative reviews .

and if hosts want to cancel they will be penalised financially and have dates blocked out rather than being supported. 

[Marie8425]

@Helen3 

I am sorry, I did not read all the details either so just lucky.

I, not Airbnb, just like my Guests are responsible to read what is clearly offered.

I, choose to turn on or off an Option.

Airbnb is not responsible especially financial if I make an unwise decision.