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. 

[Rita58]

Exactly!  i had two reservations cancel because if cover but it has to be that they canceled after yesterdays speech?  when most reservations have already canceled  false hope too little to late

[Cedric3]

Yesterday announcement from CEO Brian Chesky was welcomed and clearly appeared to be sincere! However, the cynic in me looks at the timing of this statement, when Superhost status are up for reviews in the month of April! I suspect these partnerships will be easily disposable!

[Stephanie]

Hiya @Cedric3 ,

Thanks for your comments. I'd like to point you in the direction of our updated Superhost criteria here: https://www.airbnb.co.uk/resources/hosting-homes/a/answers-for-superhosts-about-the-coronavirus-160?...

In light of the virus we have made changes to ensure Superhost status is not impacted by this awful crisis. 

Many thanks,

Stephanie

[Cedric3]

I have been with Airbnb since 2016 and in 2017 was a Superhost- since April 2020 following an email I sent to the community referencing Airbnb CEO Brian Chesky generous grant offer of up to $5,000. And my concern the number of Superhost status up for the April assessment! Was informed by you and forwarded to an Airbnb link, that all April assessment to be suspended until June! They went ahead and removed my Superhost status! Airbnb are not to be trusted, using terms like partnerships, listening and working together is only to line the pockets of there shareholders! The brand Airbnb will be damages when this unfortunate crisis comes to an end! I suspect that the grants will not be made available after the June assessment- they Airbnb, will use this crisis to not pay the wonderful hosts who have shown commitment and sincerity to the whole Airbnb community! But please don’t forget I am a cynic!!

[Sofie59]

To me, the criteria for the superhost grants are completely arbitrary. You obviously have no idea who your average host is. I understand that you have to draw the line somewhere. However, to cut this off at 2 listings is beyond ridiculous. We live in our own home and happen to have 3 - too bad for us? And it's by invitation, so you can't even make your case to them, they've already decided this for us all.

Thanks for leaving us high and dry.

[KarenLee0]

Its a rubbish offer from airbnb parading as  generous one . They know they are in effect offering nothing to literally hundreds of thousands of hosts who  they incentivised to offer flexible and moderate policies to guests. I did this not to get more bookings, I did it cause Im nice. I didn't want to penalise guests for changing their plans. I don't depend on my airbnb business thank god. My symphathiy go out to all. 

[Negeen-and-Symon0]

seriously? this whole time I thought we were getting 25% of our actual booking! wow for such a large company you guys sure are cheap! I have given back everyone's money due to COVID-19. Now I am understanding that it's 25% of the 50% hahaha wow! thank you so much, this will cover my water bill. You should really change your title, cause this is just embarrassing. 

[Rita58]

I was filled with hope and even got emotional watching Brian Chesky's message this morning. I had two guests cancel on me. The second reservation was going to be my only form of income since this whole mess started and I was so grateful. Her reservation was for March 18-April 30th. She canceled the day before on March 17th because of Covid -19. She was here on her own and was very scared. When she canceled I was devastated but understand she was a young girl and away from her family. Today I was devastated again. I will not receive my money back because its only for reservations canceled after 03/30/2020? What a burn! Most people have already canceled. great timing, well planned. We have been in self quarantine for weeks! What a way to "sound" like you're doing the right thing Brian. I should have known better and not gotten excited. And you are right, you are nothing without your hosts...

[Christin3716]

Expressing my sadness and frustration doesn't even begin to describe the emotions I'm feeling. The fact that Airbnb would make the conscious decision to give back 25% of whatever the cancellation policy stated irks me. Airbnb has suggested on multiple occasions, via our hosting dashboard through "tips" to select the moderate or flexible cancellation policy. Therefore there is only ONE reservation in which I will receive any money due to the guest canceling after the 5-day window for moderate reservations. 

As with many other hosts, this has severely impacted me, and my livelihood. I've been hosting since October 2016. It has been an amazing journey. Whenever people find out that I Airbnb my house, they immediately ask me if I've had any negative experiences, to which I retort, "No, its actually made me believe in humanity again." This comment is followed by all the incredible stories that have allowed me to connect to my guests - hand written notes, little anecdotal stories, restaurant recommendations, and the borrowing or leaving of books.  

Since the beginning of March (this COVID-19 cancellation madness started way before 3/14) I've received 21 cancellations. I've lost greater than $4,300 in revenue. This loss of revenue has put me endanger of not being able to effectively pay the mortgage on the house in the coming months. It has also impacted my ability to pay the electricity, gas, and water bill. In Arizona, we (the hosts) depend on the March - May months to help us sustain hosting year round. Our summer months are incredibly slow due to the weather being so hot. From Nov - May is WHY I continue to host on Airbnb. 

Personally I feel as though I've been a great host. I have continually earned Superhost status. Respond within an hour. My house is also an Airbnb Plus Home. My house carries a 4.92 rating. I've done EVERYTHING Airbnb has asked me. Does a guest have an extenuating circumstance and would I offer a full refund? Yep, I've done that every time I've been asked. Why? Because I believe in humanity. I believe extenuating circumstances happen, and that if I do something good, it will come back around.

On top of my Airbnb reservations falling apart, I was also asked to take a 30% pay cut in order to keep my job. If I didn't take the pay cut, then my choice was to furlough for an anticipated 6-weeks. So not only am I facing financial hardship due to my pay decrease, I've lost $6,600 in year over year revenue due to the cancellations from Airbnb (March 2019 to May 2019 vs March 2020 to May 2020).

Watching the video this morning, there was a sense of relief that came over me. I was so happy that Airbnb was finally considering their hosts and the impact this is having on them. The nagging feeling in my mind was "what's the catch, how is it only a $250 million payout?" That gut feeling propelled me to dig deeper to find what the catch was. BOOM - the cancellation policy! We would only get compensated if we had firm / strict cancellation policies. 

I'm completely devastated that Airbnb would do this to their hosts; it yet again rocks our belief and confidence in the company yet again.

[Sarah977]

@Christin3716  It isn't exactly that only hosts with strict policies will get compensated. I have always had a moderate policy and if a guest cancels less than 5 days before check-in, I am normally still eligible to retain 50% of the booking. So I would still be eligible for compensation if those were the circumstances. And those with flexible policies would also be eligible if the guest cancelled day-of. 

I assume the thinking was that those with moderate and flexible policies were always willing to take the chance on getting cancellations close to, or on the check-in date. But in normal times, we don't get a lot of cancellations- at least I know I don't. In three and a half years of hosting, I've only had 3 guests cancel- one after the 5 days, so I did get paid out 50% and rest were several weeks before check-in.

[Christin3716]

I've done this for 3.5+ years, and have only had about 10 cancellations in that total time. I don't think I've ever received a payment for a cancellation within 5 days because if I was ever asked, I allowed them to have a full refund.

[Sarah977]

@Christin3716  Same here- the only reason I got paid out 50% for that cancelled booking less than 5 days before check-in, was because the guest never asked for a refund. I actually wanted to refund her- I felt bad about keeping any of it- she had had a death in the immediate family, which is why she was so late in cancelling- she wasn't checking her Airbnb messages and her mind was far from all that. She also said she hadn't received notifications of any of my messages when Airbnb finally managed to reach her, after 3 days trying. I did messge her, saying that I wanted to refund her in full, but never heard back, and I didn't want to use the "Send Money" feature if she wasn't getting notifications, only to have the refund disppear into cyberspace or Airbnb coffers.

Another guest, who left after 2 days of a 5 day booking, due to personal reasons, which I was sympathetic to, (nothing to do with her having any complaints about the accomodation), I also refunded for the days not stayed.

Like you, I have hosted a plethora of really lovely, interesting guests from far-flung places, who I have quite a bit of interaction with. It's been a wonderful experience. No guest has ever tried to screw around with me, nor me with them.

[Jude7]

@Christin3716 Thank you for so eloquently speaking the words of my heart.  My circumstances are very similar to yours, as is my love of hosting.  This is going to be a difficult year.

[Doug-and-Tiffany0]

This announcement from Airbnb is actually very hurtful. I would have rather not heard this backhanded offer -- which in reality will only pay 12.5% of cancelled booking fees for a segment of hosts -- rather than this PR release worded in such a way as to sound generous to most people on the surface, but as only hosts know, is disguised as aid but provides little or nothing.

[Darrell60]

I am very disappointed that as a Superhost of 4 properties that I am left out of the $5,000 grant. I cannot believe that stipulation. Airbnb please rethink this policy.