All of us who have been here for a while know that support by Airbnb for hosts is utterly lacking. Donna Boyer, the new product director At Airbnb said in the recent Q/A from 6/19, "We know it can be hard to reach our Customer Experience team. We're committed to building systems to make it easier for hosts to reach us, including making our phone number and messaging easier for everyone to find. "
That tells me that nothing is going to change anytime soon. It is just a verbatim repeat of exactly what Brian Chesky said in his host letter the week before.
I think there is way too much "building systems" instead of straightforward simplicity. In line withnthat, the Q/A with Donna inspired the following idea:
- Have someone from the Airbnb product team be here in the forums at all time, to simply observe the cross section of daily questions and comments coming in and thus realize what is really of concern to hosts across the board. (That's a paid job for one or two people - heck, I'd be happy to fill that slot! ;
- Have that person select one or two pertinent issues or questions daily and take them back to a designated and qualified higher up at Airbnb for review AND answering.
- Have that designated liaison person from the Airbnb product team answer one or two such questions daily, with details and specific information, not a general "feel good" kinda thing- then post it back here. This should happen within one day, not put into a folder, like "we'll look into it"...no, have your answer ready asap. Make it part of the daily routine, nurture that connection. As long as there would be substantive answers forthcoming, I bet it would be very popular AND dramatically lessen the anxieties around here but create good will!
- This idea (or any other one from any other host) is really not that difficult to implement - it just takes a commitment from Airbnb to sincerely want to improve communication. (Like how difficult would it be to simply post the phone number, instead of building systems about it??)
- It's time for Airbnb to recognize what a gold mine of information they have available right here in the forums, as newbies as well as experienced hosts come here to post their concerns and grievances. It clearly crystalizes the ongoing problems/issues from the hosts's perspective - not from an Airbnb techie's perspective to try out yet another new thing.
- Please nobody tell me to repost this in "Host Voice", that that would have a better chance of getting heard: That is precisely part of the ineffective "system building". If Airbnb wants to hear hosts, they would come here. Simple....
- I sure hope Airbnb will continue to thrive and not follow Uber's example of how a great start up company gets bogged down and riddled with internal problems. We hosts are the back bone of the company, I enjoy hosting, and I am grateful to the company for giving me the opportunity. I just want them to be the best they can be!