Supporting each other in the Community Center

[Lizzie]

Hello everyone,

We know that information about the current coronavirus situation is being shared widely, but with all the noise it is easy to feel quite confused and lonely. So, in any way we can, we want to make sure that you all feel supported at this difficult time.

To begin with, I want to ensure you are aware of the go-to Airbnb resource for information regarding the coronavirus and hosting: Airbnb.com/COVID19. 

We’re keeping it updated with Airbnb policy news, advice, and tips, so we hope you find it useful. A lot of the tips have come straight from threads shared here in the Community Center.

Head to Airbnb.com/COVID19 to find out more.

Exploring the Community Center, you’ll also see many useful topics and members sharing their own experiences and advice. Here in the Community Center, we rely on the support of our fellow members on a daily basis.

During times of uncertainty, it is important that communities really come into their own and be  there for each other—and we’ve certainly never been short of camaraderie here in the CC. Currently, many people are working from home or are unable to leave their homes and it can be a lonely place to be. The Community Center is a good place to find support.

We’re planning some online meetups through this period and some activities we can all participate in “around the house,” so do keep an eye out for more information on this shortly.

In the meantime, sometimes the little things can go a long way, so please share any of your tips and supportive words for each other below. 

Stay strong. 

Lizzie

[Lizzie]

Thanks @Sharon480, ah yes that is rather annoying, but I can also see why the guest wants to risk it.

I've asked a colleague of mine to see if there is anything you can do on your side. I have a feeling on this one, at the moment, you will need to wait for the specific team to get back to you or until the guest decides to cancel, but I keep you posted. 

I would also perhaps create a new topic in the COVID19 CC board asking if any other hosts have any recommendations on how you might be able to handle this with your guest. You never know there might be many tips you potentially haven't thought about. 

Speak to you soon and do let me know when you receive any updates. Thanks.

Lizzie

[Sharon480]

I think Airbnb should step in and cancel him according to the cancellation policy. I feel guests are treated like Kings and hosts are like beggars. We are always forced to do things we don’t want to do, guests are let to their own choices. 

[Juan63]

To be honest, save the money on these meetups @Lizzie  Why does your team think that's want is wanted or needed? We need financial support not kumbaya sessions.

[Sean433]

@Lizzie 

[Kim2339]

Amen.  The host/owners are at high risk, much more work, and guest fully refunded, I saw Airbnb is keeping service fees, not sure of that.  We get no financial support.  I understand guest can’t come during these times an need refunded.  What about us?  It’s spring break, our month to make income.  We are loosing everything but put at high risk jobs 

[Lizzie]

Hello @Juan63,

Thanks for your honestly here and I completely understand where you are coming from. 

I know you and many other hosts just want to hear updates about the way Airbnb is planning on supporting hosts through this awful time. A taskforce within Airbnb has been working on the best ways to do this and updates on this will be coming very soon. 

The aim of the meetups, are to provide another way for hosts to interact with each other and Airbnb. Hopefully many community members will benefit from having them. 

Once I have more information, I will of course make sure you and everyone here in the CC knows about it. 

Thank you again for your feedback. I really hope things get better for you. 

Lizzie

[Sean433]

@Lizzie 

Yesterday I had a local guest try to book for 1 month starting April 12. She was given an error stating that for safety reasons, she cannot book the home. Later on after reading some forums, I realized it is because airbnb is blocking those under 25 to book entire homes.

This guest is booking for 1 month and over 2 weeks out. Clearly not a party concern. Why is there more roadblocks at a time like this. Clearly the algorithm rule set is not correct because this is not a party threat. Can you escalate this to the higher ups?

[Kim2339]

Wow.  I also had someone wanting to stay month.   I have my setting to allow up to 60 days.   

[Kim2339]

Explains a lot.  Maybe to stop the young from traveling ?????

[Lotte18]

https://www.youtube.com/watch?v=sknmg7iBOEw@Lizzie It would be appreciated with some answers, it creates more frustration to pretend to care and then disappear!

[Lotte18]

Good somebody gives this a voice https://www.youtube.com/watch?v=sknmg7iBOEw

[Piotr48]

.

[Mary419]

A day before the 100% refunds started I was asked by my sales rep if I would consider adopting a flexible cancelation policy to get more bookings during this time. I explained that I have always needed SOMETHING TO KEEP in the form of money, a cancelation fee, and no option other than Strict offers something to keep.  I would adopt a temporary policy of $100 or $200 flat fee for cancelations instead of 50% sure... but $0 is not ok. Especially not in mass. This remains my issue, we needed something even if it was less than the usual cancelation fee. 100% refunds meaning ZERO payout, despite all the work I had to do holding hands while guests "touch base" and wait for a call back before just clicking cancel and getting made whole. They included that stupid "be sure to check with your host first" message which caused the past 5 days to be a living hell for me. If I were a man I would have grown a beard, if I were a pig I would now be feral. I have not been able to look UP from my phone and computer for 5-6 days straight, all in order to earn zero but just get them all off my calendar.  Side note, over the years guests have always told me that they are fine with Airbnb keeping their service fee which has always seemed so strange. Nobody is OK with the host having a cancelation fee, they always find an EC reason to get that. But they are fine with the service fee staying with Airbnb. So we should have gotten the service fees during COVID 19, that would have been a possible compromise. I have posted a few things on other threads but thought I would try this one where someone is supposedly tracking feedback @Lizzie . 

[Mary419]

I posted this and it got deleted not exactly sure what is up with that. A day before the 100% refunds started I was asked by my sales rep if I would consider adopting a flexible cancelation policy to get more bookings during this time. I explained that I have always needed SOMETHING TO KEEP in the form of money, a cancelation fee, and no option other than Strict offers something to keep.  I would adopt a temporary policy of $100 or $200 flat fee for cancelations instead of 50% sure... but $0 is not ok. Especially not in mass. This remains my issue, we needed something even if it was less than the usual cancelation fee. 100% refunds meaning ZERO payout, despite all the work I had to do holding hands while guests "touch base" and wait for a call back before just clicking cancel and getting made whole. They included that stupid "be sure to check with your host first" message which caused the past 5 days to be a living hell for me. If I were a man I would have grown a beard, if I were a pig I would now be feral. I have not been able to look UP from my phone and computer for 5-6 days straight, all in order to earn zero but just get them all off my calendar.  Side note, over the years guests have always told me that they are fine with Airbnb keeping their service fee which has always seemed so strange. Nobody is OK with the host having a cancelation fee, they always find an EC reason to get that. But they are fine with the service fee staying with Airbnb. So we should have gotten the service fees during COVID 19, that would have been a possible compromise. I have posted a few things on other threads but thought I would try this one where someone is supposedly tracking feedback

[Kim2339]

Hosting is such a hazardous job during this, my family that helps in cleaning behind Florida guest, New York guest.  It’s extremely scary.  I’ve dealt with many guest fleeing their heavy infected areas coming here (Tennessee).  not to mention hard to get disinfectants.  Seems the cost of everything, protected gear, high cost disinfectant if you find it.    Than you are flooded with reservations, than they cancel and again and again.   I understand the travelers can’t come and the refund.  What about the host that are working harder, very dangerous job?  We loose everything.  Could Airbnb maybe help with the 100% lost income?  Also, I think it’s smart to raise cleaning fees for putting them at risk.  The cost increase to disinfectant as a deep clean every check in.  Etc.   I understand we all need to pull together during this time, but it’s not balanced for guest/airbnb/host.  Could we not have something in place to balance it among us all?