Key takeaways from CEO Brian Chesky’s message to our hosts

[Airbnb]

Over the past three weeks, we've held more than 50 online listening sessions with hosts from around the world, tracking every suggestion to learn where you’re hurting the most and how Airbnb can support you. 

Speaking from his home in San Francisco on Monday, CEO Brian Chesky announced three key initiatives and programs aimed specifically at helping our hosts:

1. We’re investing $250 million USD to share in the cost of COVID-19 cancellations.

We’re providing updated coverage under our extenuating circumstances policy for accommodation reservations booked on or before March 14 and with a check-in between March 14 and May 31, 2020. If a guest cancels an eligible reservation in this window, we’ll pay you 25% of what you would normally receive through your cancellation policy. For example, if you would’ve received $400 USD for a normal cancellation, we'll pay you 25% of that—or $100 USD. This cost will be covered entirely by Airbnb, with no impact to the guest. We view this as an investment in our future together.

Reservations booked after March 14 will not qualify for the COVID-19-related extenuating circumstances cancellations. Learn more at Airbnb.com/250MSupport.

2. We’re creating a $10 million USD relief fund for Superhosts and Airbnb Experiences hosts.

We know some of you are facing serious financial hardships, and we want to help. This fund will offer grants to Superhosts and Experiences hosts who need money to stay in the homes they live in. 

Our employees started the fund by raising the first $1 million USD, and our founders contributed the additional $9 million USD. Learn more about who is eligible at Airbnb.com/superhostrelief.

3. We’re making it easy for your previous guests to add contributions that go to you directly.

Just a few weeks ago, our global community was bringing more than 2 million people together every day. Collectively, you've made many millions of people feel at home. And thousands of them have told us how grateful they are for your flexibility—so we’re making it easy for them to help. We'll reach out to guests who’ve stayed with you recently and left 5-star reviews to ask if they want to send a note and a contribution in connection with a previous reservation. You will receive 100% of any guest contributions. 

This is just a start

We know many of you want—or need—to host right now, whether on the front lines or for people who live nearby. To help further support you, we’re also working on the following:

• Insurance options for you and your guests
• Programs to drive demand during the recovery period
• Airbnb housing for COVID-19 responders
• Cleaning guidelines and protocols informed by the Centers for Disease Control and Prevention

 We will get through this together

Airbnb and our community are facing this challenging time together. We’ll continue working day and night toward solutions, and we’ll communicate regularly and transparently on the steps we’re taking to help you. We’re adapting in real time to the changing situation, but what doesn’t change is that when travel returns, your homes are the places where people want to stay.

At the core of our business is what is core to the human experience—that fundamental desire to connect and explore. It will take time to bounce back, but we will bounce back together. As always, thank you for being part of the Airbnb community, and thank you for all that you do to help us create a world where anyone can belong anywhere. 

[Claire391]

I don't envy trying come up with fair ways to help hosts. Maybe less payout for more hosts did not feel as though it would have enough impact.

However, singling out strict cancel policy holders as most worthy of receiving support doesn't sit well with most hosts.

And I sure do hope that the superhost grant application does not AUTO EXCLUDE hosts with 3 or more listings, as there are truly families/individuals who qualify according to the other criteria and should be considered.

[Alice-and-Jeff0]

So this means I should tell any reservations on my books through May 31 to wait to cancel until they are within 5 days of their reservation so I can make 25% of that first night and 25% of the 50% of the remaining nights since I have a Moderate policy? @Airbnb 

[Ian-And-Anne-Marie0]

@Alice-and-Jeff0 

..tell any reservations on my books through May 31 to wait to cancel until they are within 5 days of their reservation so I can make...

Is that just applicable to moderate? Is the relevance that a moderate policy pays out 100% of the first night cancelled after that you would normally get 50% cancellation? How does it work?

[Sarah977]

@Ian-And-Anne-Marie0   Yes, with a moderate policy, the guest would normally only receive a 50% refund if they cancelled less than 5 days before check-in day. Cancelling before that would entitle tem to a 100% refund.

What's strange is that with Strict, it's only a difference of 2 days- you'd think the spread would be wider- that guests would have to cancel at least 2 weeks before, rather than only 7 days.

[Jude7]

@Alice-and-Jeff0 - Wish I had thought of that!  Then I would have recouped some of the $3000 I've lost in cancelled May reservations.

[Cara60]

I have been a superhost since 2017 and honestly all of this is discouraging. I see that there is a Superhost Relief Fund but after further research the application process is again discouraging and vague. Airbnb does not make it clear on how to apply and the only thing I can find is that they will contact those superhost who have the biggest need without providing the criteria on how they are making those selections. So if you are not contacted are you expected to endure the cost of several months worth of cancellations? I have been singing Airbnb's praises for years but at this point we need them to provide more detailed support to the initiatives that they proposed such as the Relief fund.

[Lisa-Marie16]

I’m confused as to where superhosts are supposed to apply for this relief? There is no link to do so. Or am I just not seeing it? 

[Christopher995]

They are supposedly going to contact you.

[Zivka1]

He is not ashamed to call hosts "partners"?

[Julee7]

This is hollow to offer 25% only to hosts with strict cancellation policies. Airbnb's original policy should have been this from the start but Airbnb chose to give away ALL host's revenue, regardless of cancellation policy and without their consent. Now, to correct your mistake, you should refund the money you took from ALL hosts, not just some. For us, we had a strict policy on March 14 but due to Airbnb's poor handling of this situation, we changed to flexible so that we could have flexibility to work with our guests  and do the next right thing for our community and honor shelter in place orders. Because we understand that trust is the most critical currency in running a business.

[Jennifer1037]

Hi! I am wondering exactly what is happening through May 31. For all of my cancellations from March 14-April 14 the guests canceled on their own with full refund. Today, I have had tons of requests to me to cancel but I am given the option to accept or decline. Do I really have the option to decline the cancellation request and still recoup 50%? A few guests did cancel within that window and Airbnb only refunded 50% and now they are mad— any advice? I am just confused about why this time period looks different than March 14-April 14 mandate

[Sam397]

I didn't see his speech and haven't been able to read what he said other than what people on the forum has said, but it sounds to me like its a start, I would have much rather him to say that they were going to start allowing host to issue vouchers for later dates. From what I understand all stays between March 14 to May 31 that was cancelled the host will receive 25% of what they would have received according to the their cancellation policy. How will these funds be distributed? Does the host have to apply for them or do they automatically deposit into your account, and what happens when that 250 million runs out, does that mean no more 25% for host?

Also I imagine that any bookings that were cancelled by the host or gave full refunds on their own wont be eligible for the 25% refund, if that's the case I guess there was a reason why BnB started to make host to either cancel a booking themselves or to issue full refunds themselves, I know in my situation there will be at least 5 that I wont be eligible for, overall I bet it saves them a big chunk of change.

As for the host who has  moderate and flexible policy's, I dont really see your complaints that its not fair to you, I do feel for you but the bottom line is that was your choice, whether BnB pressured you into choosing that particular policy is besides the point.

And I dont see the point in switching to the strict policy because it wont get you any of the 250 million, and there isn't anybody booking now so you wont see any of it later, and after its all over and BnB goes back to their regular enforcing of the policy it still wont get you anything  but more frustration because BnB  considers everything as extenuating circumstances and issues a full refund.

I have not read all the 200+ replies to the topic but one that I read that really makes me feel bad is @Jude7  I feel bad for your situation, I am wandering if you could contact the guest and inform them if they come they will be required to always wear a mask when outside of the room and to use hand sanitizer whenever they come into the house or touches anything, and they must always adhere to the keeping the 6' distance rule. I dont know how much good that would actually do but if nothing else maybe they will decide to cancel themselves instead of having to do all that. All that said I know with things the way they are its tough to turn away business but at some point you need to look out for you and not put yourself in harms ways, if that means you lose your status as a superhost so be it. In all honesty I have been a superhost for a long time and I dont see that many advantages over one who's not.

I am curious about something though, all of you host who sat here and said you agreed with AirBnB giving the full refund  and how host didn't deserve to be paid for services they didn't give, are you going to accept any refund that AirBnB gives? I mean this 250 million dollars wont cover all of it so if you accept the payment you will be taking away from someone who didn't feel the same as you. Just curious that's all.

Lastly, I have made no secret how I feel about AirBnB treatment of the host, I have bee bashing them on this subject long before the virus hit. I do think that BnB did screw over the host big time, and I think  they might be realizing just how much they need the host and even though they wont (cant) come out and say that they shouldn't have made this decision without at least looking into a solution that would have been fair to both parties like allowing vouchers this is at least something,. I am not talking about the money, dont get me wrong the money means a lot but to me the the fact that they are now going to take some responsibility and try and help the host get through this ordeal instead of making them do it alone says a lot even if they had no choice.

I do not believe his comment about this not being a business decision though, and I do believe the only reason they are doing this now is because they were pretty much forced to. 

[Samantha372]

Dear Brian,

When the time in Sri Lanka we are facing more challenges (today is the day reported highest number of positive respondents). Many days at curfew. I was thinking many things on how to face this very difficult situation I seriously watched your video communication. For me it was really a GREAT. As a super-host in Sri Lanka you know we were facing unfortunate experiences from last year (April 2019) Easter Sunday bomb attack, and the elections and now Covid 19. Your genuine call says many important messages. Yes this is the time we need to support our community. Specially Covid-19 positive people. They are also like us. And this is the time we have to inculcate positive hopes about the future. 

I take this opportunity to highly appreciate this initiative together with the Airbnb staff colleagues around the world. Yes we all have to DREAM a day world with more travel which is safe and secure for all. 

Small countries like Sri Lanka we face very serious challenges with our limited financial and economic resources and stability. Specially people like us with free from party politics always receive almost nothing. But people like us SMEs are the one who do contributions for the economy. My purpose of becoming a host at Airbnb (exclusively with Airbnb) is to contribute to make contributions to peace and reconciliation with the diversity. That is why I have planned to start 1000 Homestay and Airbnb experiences in year 2020. SO all our plans we have to revise and re generate in new version.

Your idea to invite our guests who can support us at this time also a very good idea. When accumulate those small individual contributions I am sure it will be meaningful.

Please consider small yet strategic and important countries for all Airbnb support schemes in the future.

Looking forward to connect with you and our host and guest community to make the world again safe for travel MORE.

Samantha Pathirathna

ECO Treats Home-stay Apartment - Sri Lanka

[Gene12]

Why did the policy change to May 31st now? Brian didnt mention it in the video!

[Chastity3]

@Gene12 I have guests holding out, waiting for Airbnb to change their COVID-19 policy to be extended to their dates and boom, as soon as they got notified they are reaching out to me for help to get them their 100% refund as they were still seeing a 50% refund when they tried to cancel.