AirBnB - Putting Things Right

[Trevor243]

As many of you know, AirBnB recently "threw hosts under the bus" by sending false information to guests with near-time bookings, saying that there is an incident in the location they had booked and offering them free cancellation.

Naturally, there is a vast amount of anger among AirBnB hosts. I'm lucky as I didn't put all my eggs in one basket - I use multiple OTAs, so only a small number of bookings have been affected. But other hosts have been seriously affected as they used only AirBnB.

What do you want AirBnB to do to put things right? I'd like it if this thread can avoid the expressions of anger, and focus on AirBnB making amends. My first thoughts:

1 - AirBnB need to acknowledge that they overstepped the mark and apologise to hosts and guests.

2 - AirBnB need to acknowledge that the information they sent to guests was, in a great many cases, wrong and false

3 - AirBnB need to acknowledge that decisions on whether to continue with bookings should be for guests and hosts, not for AirBnB - many guests have cancelled as a result of the AirBnB message, and expressed their disappointment that there is "an incident", even though there isn't

4 - AirBnB need to acknowledge that other options should have been made available to guests and hosts, such as changing a booking to alternative dates, so that hosts do not lose out

5 - AirBnB need to compensate hosts for the unnecessary loss of income

6 - AirBnB need to promise to never overstep the mark again

7 - Those AirBnB staff who made the fateful decision to stab hosts in the back should resign

Any other thoughts?

[Trevor243]

As many of you know, AirBnB recently "threw hosts under the bus" by sending false information to guests with near-time bookings, saying that there is an incident in the location they had booked and offering them free cancellation.

Naturally, there is a vast amount of anger among AirBnB hosts. I'm lucky as I didn't put all my eggs in one basket - I use multiple OTAs, so only a small number of bookings have been affected. But other hosts have been seriously affected as they used only AirBnB.

What do you want AirBnB to do to put things right? I'd like it if this thread can avoid the expressions of anger, and focus on AirBnB making amends. My first thoughts:

1 - AirBnB need to acknowledge that they overstepped the mark and apologise to hosts and guests.

2 - AirBnB need to acknowledge that the information they sent to guests was, in a great many cases, wrong and false

3 - AirBnB need to acknowledge that decisions on whether to continue with bookings should be for guests and hosts, not for AirBnB - many guests have cancelled as a result of the AirBnB message, and expressed their disappointment that there is "an incident", even though there isn't

4 - AirBnB need to acknowledge that other options should have been made available to guests and hosts, such as changing a booking to alternative dates, so that hosts do not lose out

5 - AirBnB need to compensate hosts for the unnecessary loss of income

6 - AirBnB need to promise to never overstep the mark again

7 - Those AirBnB staff who made the fateful decision to stab hosts in the back should resign

Any other thoughts?

[Maria1502]

This answers the question I have been confused about with several recent cancellations- several guests have canceled because they were informed that there has been "an incident" in my area (there hasn't, COVID-19 or otherwise).

I feel very betrayed by the platform- why are you deliberately scaring away my booked guests?  I think options 1, 2 and 3 are good start.

[Bradley122]

One immediate thing they can and should do to help hosts through this situation would be to release to hosts now all money they are keeping for future bookings for us.

[Sue49]

Couldn't agree more with your points. AirBnB need to take action and fast.

I doubt they will 'compensate hosts for the unnecessary loss of income' but they MUST stop these 'incident' messages to guests and change their policy. We have two properties both in different rural locations and I was in shock when I received the first message from a guest as we have no 'incidents' anywhere near. I quizzed the guest as to where that information had come from and they kindly replied to say AirBnB! I had to advise them that it was false.

I am now dealing with guests wanting to cancel bookings that are way in advance. AirBnB seem to be pushing them to cancel and implying they should get a full refund from the host. IF the hosts says 'at this time' normal cancellation policy applies (that may change) it is they that seem the unsympathetic baddy! Of course in this case they are not suggesting that guests request a date change and don't tell them that their fees are refunded in "coupons".

[Mc4]

@Trevor243 @Maria1502 @Bradley122 @Sue49

Will you all please come to the fbgrp airbnb hosts united. We need to take action asap.