Your June 2018 Global Host Q&A

[Lizzie]

----------This message was last updated September, 3rd 2018----------

Update: We’ve gathered the questions and summaries of answers that were covered in the live Q&A. There’s lots more detail in the recording you won’t want to miss! To watch the entire answer to a particular question, just click “watch the full answer” after the question and we’ll take you just the right spot in the recording. Thanks for your feedback and for tuning in!

Why did you add new basic amenities requirements?

Our goal in requiring essential amenities was to meet guest expectations, as these are the items guest tell us they look for. But we’ve changed our approach and are now leaving it to hosts to choose whether or not to include essential amenities. For listings that don’t include essential amenities, we’re exploring ways to let guests know what to expect. Watch the full answer

Why did you change the cancellation policy, making it easier for guests to cancel at no cost?

We added a grace period to the Strict cancellation policy to encourage guests to book with confidence, and to make a way for them to resolve booking mistakes right after booking (as long as the trip is at least 14 days away and they cancel within 48 hours of booking). We have measures in place to make sure guests don’t misuse the grace period by booking more than one listing at a time or cancelling more than three times in a year penalty-free.

Your needs are top of mind as well. When you need to cancel due to an unforeseen situation, you’re covered under our Extenuating Circumstances policy to ensure that unexpected maintenance issues, sudden emergencies, and other covered instances do not impact your record or put an additional burden on you to bear the cost of cancellation penalties or guest rebooking. Watch the full answer

Can you request that guests have a profile picture? Can you share more info about guests upfront?

We’re committed to helping both hosts and guests feel comfortable hosting and traveling on Airbnb. And we understand that you may prefer guest profile photos so you can recognize and welcome guests when they arrive, but we’ve also heard stories of guests being denied acceptance based on their race or appearance. We’ve considered the solutions to the community’s needs carefully and are announcing new profile photo tools that we hope will address those needs equitably. Soon, hosts will be able to require guests to provide a photo before arrival. If you require profile photos, the small percentage of guests without them will not be able to request to book your listing until they upload one. If a host requires a photo, guests will be able to choose whether their photo is shown to the host before or after booking. We feel this is a fair way to address both host and guests preferences. Watch the full answer

You're constantly pushing me to lower my price, why? Who are you comparing me to?

Our tools help you set a competitive price and get more bookings when demand is low, which can mean suggestions to lower your price. But we’re launching improvements that better consider your market during periods of high demand. Soon we’re going to equip you with more data, not just pricing suggestions, to help you set your price.

As for comparisons, we look at successfully booked listings in your area with similar numbers of guests and amenities (listings you won’t see if you’re searching dates they’ve booked). We also look at what guests click before and after visiting your listing. Watch the full answer

What's the short-term rental legislation in my region? Where can I find info about it and ensure I'm compliant?

Understanding the legislation around short-term rentals is one of the first steps in becoming a host. Head over to airbnb.com/responsible-hosting for information about what rules apply to hosting in certain areas. It’s our plan to continue to provide all hosts with more detailed information about how local policies impact their ability to hosts, but in the meantime, we encourage hosts to learn the rules that apply to them before they welcome their first guests. Watch the full answer

Can you add an option to add extra fees for offering extra services?

We’re exploring ways for you to offer and manage these fees through the platform. The types of fees you’ve asked for fall into these categories: standard fees charged to every guest (like resort or linen fees, and local taxes) and optional fees charged for specific services guests could add (like breakfast or airport pickup). Stay tuned for updates! Watch the full answer

The review system can feel unfair sometimes. What are you planning to do to improve it?

We’re going to look into how one-off ratings affect your overall rating and impact your status in programs like Superhost. But it’s important for Airbnb to be a neutral platform for both guests and hosts, so we won’t remove reviews unless they violate our Content Policy. We want to give guests the chance to share their feedback— and for you to respond, too. You can always publicly respond to reviews.

Regarding reviews of your location, we understand that your location isn’t something you can change. But it is something that helps guests decide if it’s the right spot for them to book. Guests are asked to rate how convenient they think the location is, and that’s subjective, since preferences vary. This rating doesn’t say anything about the quality of your hosting or your listing and it does not affect your search ranking, overall experience rating, or eligibility for special programs like Superhost or Plus.

Correction: Previously we stated that guests who cancel before check-in, without seeing or visiting the space, shouldn't be able to leave a review, and that if hosts contacted us, we would remove reviews left by these guests. But it’s not always that simple. We only remove reviews which violate our content guidelines. We apologize for any confusion we may have caused in the Host Q&A. We take this seriously, and moving forward, we’re committed to being more clear.

When do you plan to expand Experiences to my city?

Since they began two years ago, Experiences on Airbnb have grown from 500 offerings in 12 cities to 12,000 Experiences in 180 cities, with more regions and countries soon to come. You can apply to host your own Experience at airbnb.com/host/experiences. Watch the full answer

Additional updates!

We couldn’t end the Host Q&A without sharing some exciting things we’ve been working on for you. We’re improving the reservation page so you can print, sort, and filter—and so the page is quicker to load. Your calendar will load faster now too, and we’ve made design changes so it’s larger, easier to identify blocked days, and so you can scroll to future months with ease. Finally, we’re working on photo services and tips to help your listing stand out in search like never before. Watch the full recording

We can’t wait to keep the conversation going here in the Community Center and in the next global Host Q&A.

[MaryBeth6]

No one has asked how to only accept guests that have been guests before and have reviews. I had issues with first time guests and don’t want to accept them

[Gayle51]

I felt the q about additional charges was completely fudged. I want guests to be clear there is a charge for bringing their dog per night and there is no way of doing this why can’t this just be added on as they choose their options 

[Scott323]

I host some guest that do not show up. This affects our superhost status because no reviews are submitted. Also, how can we help the fact that when someone instant books incorrectly (wrong location) and they leave a bad review without ever staying. Third, if someone books 2 days, then need another day that they book and the individual is not favorable, they have the option to review twice. One being a good review, then when seen they have a less favorable review, they use the second one to get even. How can we negate this from happening without it hurting us great, over and above, hosts? 

Thank you!

[Cindy203]

From all the comments in the airbnb community I do not feel Brian addressed the most prominent ones. I feel the panel chose only what they wanted addressed. I don’t know if I missed previous discussions, although I signed up for prompts to be reminded when they were to begin but I really wanted to know if the new review policy was going to change. Everyone is unhappy with it’s impossible standard of 4.8. Was this addressed and if so, where do I go for the conversation regarding this? Cindy

[Denise90]

Thankfully I've had no major problems with either Airbnb or guests. But reading comments from other host I get the feeling that the guests matter more to Airbnb than the hosts & I know from experience just how hard we hosts work - so please guys a bit of fair play here. As for instant book - wouldn't touch it - causes too many problems.

[Lawrene0]

@Lizzie, really appreciated the written summary of the Host Q&A as an alternative to streaming, as my wifi is limited. At the end, when asked "Was this page helpful?" I have tried three times to say yes, but the error message each time is "Unable to apply your vote." So I'm telling you that the page was helpful... 

[Naresh5]

Hey!! !

Lizzie ma'am 

Me this message did not understand ....

Hi Naresh,

Several days ago, CEO and Head of Community Brian Chesky answered top‑voted questions from hosts around the world as part of our Host Q&A event.

In case you missed it, you can stream a recording of the entire event or read summaries of every question.

[Naresh5]

So please help and guide me. ..

My English is very weak

[Wendy117]

Reading June Global  & A and following the link t0  local legislation.  Can I please request it is updated to provide this link https://www.ato.gov.au/general/the-sharing-economy-and-tax/renting-out-all-or-part-of-your-home/  from Australian Taxation Office.

[John1715]

Airbnb cost me about $2500 in rental income. Replied two times to select "accept", received an email that said I did not respond!

For a few days, my site was taken off the Airbnb website.

After many calls, I was given wrong information and the staff did not do what they promised to do.

All seems to be working now, but I lost two or three clients because they could not reach me. Two had been confirmed, then canceled.

The staff blamed computer error on their side.

I was very excited about Airbnb until all of this.

Sincerely,

John Henigin

[Olzhas0]

We should all stop hosting because Airbnb does not care about hosts

[Olzhas0]

Very disappointing just like everything Airbnb does to hosts. We are what makes the business grow but we get 0.1% credit we deserve. Tgank you Airbnb, I will soon be out 

[Mandy76]

@Lizzie do you think you could clarify the answer given in the video about how AirBnb ignores the location rating when calculating the overall rating. I'm not convinced I understood correctly. I must say I would be very relieved not to be penalized when guests don't understand how to read a map!?!

"Location - 3*

The home is farther out than I had expected. It is beautiful, and perfect for those looking for some quiet."

The description says rural, says secluded and the map pretty much shows exactly where it is! Everyone else has given it 5* for location, so when something like this happens from a guest it is upsetting. It would be even more upsetting if it either started a trend or affected my overall rating. Thanks for any light you can shed.

[Winnie40]

Hello CEO,

Thank you for the Airbnb concept. It is a marvelous idea.  However, I have technical/ operational concerns. 

1) My concern is that I listed 3 rooms for rent and each time a guest is accepted for one room for about a week, the other rooms are blocked. Now, I have  a guest for 60 days and no new guest could book due to the block.  I have tried to resolve this problem with several Airbnb representatives to no avail. I seriously need someone to reach out and resolve this nagging  concern.

2) Who determines the price? Who ever does it, need not change the price I have set. I use my home in an upscale development and cannot rent it for $30  per night with several amenities and more. It is sparkling clean and so gorgeous that some guests were appalled to see the price so low compared to others they have rented. 

I need a response to my concerns.  Thank you. 

Best,

Winnie 

[Blue-Monkey0]

Hi 

nice to joined this conversation