New security camera policy is unreasonable

Conrad76
Level 8
Boston, MA

New security camera policy is unreasonable

I presume all hosts received an email from Airbnb about security cameras, in which it says, "You’re not allowed to have cameras that monitor indoor spaces." That is completely unfair. The basic Abode security system that I have has a motion sensor with a camera that takes a snapshot if the sensor is triggered when the alarm is on, to get a picture of who or what is moving in the hallway. I disclose this in my listing, and I have a small curtain that guests can pull to cover the camera if they are concerned about privacy. Airbnb is essentially forcing me to get a different security system. How are other hosts dealing with this?

230 Replies 230
Andrea2460
Level 10
Hallowell, ME

I am also very upset about the new policy.  I have a home located in Maine with seven bedrooms, a common media room, common kitchen and common gym, plus two apartments next door.  In the common kitchen we have a gas cookstove.  In the past guests have accidentally turned the gas on without igniting it.  When using the microwave above the stove, some guests lean on the knobs and turn them without knowing it.  So there is a camera to monitor the gas stove to avoid a potential disaster.  And when a guest stole food from the common fridge, we installed another camera that points to the fridge.  In the common media room we have board games for guest use.  One was a very valuable LL Bean game worth $300 that was stolen by a guest.  We were pretty sure who took it but Airbnb would not cover it because it was in a common area, so we added another camera.  We added a camera in the gym also due to missing equipment.  In the apartments we have cameras just inside the entry hallway.  The apartments have beautiful, wide pine floors that dent easily, so we ask guests to remove their shoes in the hallway prior to entering the apartment.  The cameras are the only way to ensure compliance.  And we tell guests about the policy and the cameras in the check in instructions.  Maine has a state law that regulates security cameras and we have posted the law on the community board for guests to read.  I don't think the reason behind the policy is due to hidden cameras.  VRBO also does not allow inside cameras.  Recently VRBO has run advertising that is anti Airbnb and I think the new policy is a reaction to that advertising and improve competition.  I used to work for a hotel and hotels have more than just simple security cameras.  They have a real time monitoring system with multiple screens and night auditors that keep an eye out for what is going on.  At least booking.com com does not have such a ban.  I might have to limit myself to booking.com, expedia, google and furnished finder.

Thank you for mentioning the other websites. I am deactivating my listing from airbnb. It is ridiculous to implement that new policy in houses like ours where we only rent out one room. 

Someone please clarify "common spaces" within a private whole house vacation rental.  Is a common space the same as a private living room inside a whole house rental? Or is it relegated to only apartment lobbies and hallways. Noiseaware shows this scene as its marketing tool. Will this fly with Airbnb now?Screenshot 2024-03-12 at 6.06.18 AM.png

They mentioned decibel meters in the email.  I think you can have but must disclose. 

Gil2587
Level 3
Tel Aviv-Yafo, Israel

Totally agree. We have a security camera watching the house's front door from the inside of the vestibule area. It's clearly visible and guests are instructed to turn it off when they enter if they wish to do so. (One click on the rocker switch) Most don't bother.

 

We use Airbnb very little (3-4 bookings a year tops. We are fully booked with guests coming from other sources or use the property ourselves).

AirBNB said I have to REMOVE the camera (turning it off ourselves before Airbnb guests come wasn't approved).

 

I am most likely going to take us off Airbnb unless they get back to their senses. I just wonder what about the bookings we already have for this year. Should I cancel? I don't like being in violation of any policy. Even if it's ridiculous.

Exactly the same happened to me. So I did my part, contacted Airbnb support and sent them feedback through their system.

 

Most probably we will also delist our property from Airbnb and move to other platforms.

 

I will definitely not cancel the upcoming bookings, as this will result in a penalty from our side. If Airbnb decides to change policy while bookings are confirmed, then they should be responsible for their decision. When the guests made their bookings, they knew the Airbnb  policy at that time. And we were also compliant with it.

Cathryn44
Level 2
Lens, Switzerland

We have a luxury property in Mexico and installed security cameras and a security system  in the common areas and outside many years ago after a break-in.  The cameras allow our live in staff to see who is at the outside door before letting them enter the property but would also allow them to see where an intruder is should someone enter the property illegally and/or trip the alarm system.  It is totally for the security of the staff, the guests, and the home.  

Removing our the cameras inside and specifically identifying where they are outdoors is like inviting thieves into the home.  Our security system has alarms but the security firm nor the police will enter a property if they don't know where the possible intruder is located.

We have only used the cameras with respect to guests once when a group held an illegal party and stole items from the house. 

Airbnb no doubt has instituted this policy to protect themselves from liability where hosts are using cameras in inappropriate ways and to protect their revenue stream to the extent guests protest security cameras (although one must question what those guests want to do that can't be filmed?).   

If this policy continues, no luxury properties will want to list on Airbnb.  In addition, no one in a large city will want to rent their rooms, nor will small hotels, etc want to be listed.   Hoping Airbnb thinks through the consequences of this overly broad policy.

To top it off, Airbnb wants us to specifically publish the location of each and every single camera that is being used. 

Bear in mind that Airbnb instructs us to add this highly sensitive information in a way so that it is being published publicly on their website which any website visitor can readily see without even requiring an Airbnb account or anything of that sort. There are better and safer ways to inform a booked guest via private messages or additional information provided AFTER booking.

Together with the approximate mapping locator paired with any exterior shots of the accommodation any thief will have a hayday avoiding any security cameras that have been conveniently published by Airbnb.

This is truly upsetting and counterproductive. Who would want to invest money into security only to have it published on the WWW for everyone to see???

Sherri176
Level 7
Fort Worth, TX

not good for hosts who share their home and rent out guest rooms to mid term/long term renters (30+ day stays). I was able to prove a guy said he was going to punch my dog...they didn't even cancel his reservation until the following day, so he got to threaten violence and still stay with me while I live in the home and he rented the guest room...the cameras don't protect me from bodily injury obviously but they showed proof of acts of aggression....which kept me as a host active so I could continue hosting. I do month to month fully furnished all bills paid rooms with mini kitchenettes, tall dorm fridges, breakfast table-en suite and only have 3 cameras, the front door, the living room, and the kitchen. So crazy how after 4 years this indoor camera ban happens. Since I live in the home I should be allowed to keep my camera in the kitchen and the living room.

Exactly my thoughts. If we live in the property,  I should have a final say if I want to have indoor cameras or not. Plus, they serve as my nanny cameras for our dog. I am not sure who Airbnb is protecting by implementing this useless policy. 

Conrad76
Level 8
Boston, MA

It is heartening to know that so many other hosts agree with me that this policy change is LUDICROUS! I hope every host takes the time to file a complaint with Airbnb Support.

 

ALSO... everyone please set a calendar reminder for April 30, and Unlist your property on that day (not before) -- even if you don't want to unlist it permanently, I'm hoping that if a ton of hosts do that, it will get some attention. You can re-list it a week or two later.

Under your property listing, Listing Basics, Listing Status, check Unlisted, then you are asked to pick why -- under "I was disappointed with Airbnb's service" there is a sub-option "I disagree with an Airbnb policy change", which I think best fits this situation (you can't enter a free text description of the reason).

 

How do you file a complaint with AirBNB support?

I started a Help session by going to https://www.airbnb.com/help/, scroll down a little and there's a big Contact Us button.

First they remove our ability to see who is wanting to book with us.  All I get is an initial, sometimes two initials.  I have no way of telling if it is a male or female.   There are no longer any picture(s) prior to their booking.

 

Why are we as the hosts not allowed to have any idea who wants to book without either asking potential guests for more information to find out their name, sex or anything else we feel might be important for our safety?

 

It is only after they have booked,  we finally get to see their picture and know their name without asking.  

 

NOW they want to remove our security cameras in our Common Areas?

 

What happened to Host rights and the basic idea of protecting us Hosts?

Sounds a bit like the early stages of communism here.  All people need to push back on this or they will walk all over the property owners.  They can easily trash your place and you will be on the hook for the damages.  This will make this type of activity commonplace.