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.

[Adrienne67]

Gayle, I totally agree. It just seems like it would be so easy, you can say that you're bringing an infant or toddler why can't you say you're bringing a dog? And if you're bringing a dog there's a fee associated with that.

[Stacy37]

Cannot understand why AirBnB is discontinuing the payout to co-hosts!  It was so seamless and now an accounting nightmare!  Why oh why?!

[Hang13]

hi

[Laurie161]

The answer regarding the customer reviews is just unacceptable.

Often times you see people complaining about things that are clearly stated in the profile - or in the house rules.  And people rate you low because they didn't read it... or they read it, and they expected you to not enforce the rules.

Then they give you a poor rating - and there goes our superhost... Our ability to respond, doesn't help negate our loss of superhost status.  So what good does responding do.

In most cases, where owners respond, they just come off as argumentative. And that creates a no-win situation.  We either accept a false negative review and do nothing... or we respond, and try to be a kind as possible, while pointing out the flaws in their review.

It is just unacceptable to let people lie or manipulate the ratings.  I literally had a guest that wanted to invite a friend to stay here for 2 days. That's clearly outside of my rules - which states no guests. She told me in no uncertain terms, if I didn't allow it, she would give me a 1 rating across the board.

This rating system forces me to give good ratings to bad guests - and it forces me to rent my home under conditions that I don't like and have expressedly forbidden.

You need a rule that says if a review complains about an issue that is clearly communicated in the listing description - then that review should be void and removed.

[Elle50]

How are we able to make suggestions for changes to the platform? 

I recently have a guest bring back two people at 5/6am to my home where I let a private room on airbnb in my two bedroom flat.  I was one person and there was 4 of them. They did appologise in the morning but I think guests need to face stricter penalisations when they break rules like this. 

It quite clearly says on my house rules that I do not allow additional guests for security reasons to the property. This makes my insurance invalid and puts me at risk. I think there should be some sort of penalisation for guests who break house rules as well as them being reminded of the house rules when they book in the welcome email rather than having to click on a link to view them. 

I also don't think the no photo rule is fair. Especially for those booking a room in someones home. Shared rooms should require a stricter validation, when the host is living there anything could happen! 

[Deniz26]

hi it's Deniz from Turkey , 

First everything is well working and I wanna thank its an amaazing platform that I earned mny btw.

Q:I want to change my calender day by day (the whole home or special room) but it doesnt support.Cause I travel a lot and smt home is totally empty.. ❤️

[Vangie4]

Being a super host is not an advantage...it is no use to attain that status. Because searching for unit....other host benefited to us.

You will filter superhost but below the post...guest can view other unit with super low prices...

[Njp0]

I would like to ask that each guest checking in be identified - not just the reservation maker. In my urban area there is high drug trafficing. Gangs are a concern. security is key. Can’t give keys that will be shared without due diligence. 

[Nora50]

Hi. I have a question and am not sure where to ask.   When you send someone a ‘special offer’ is that supposed to include the cleaning fee?  Does the security deposit get added separately?   We have had a few inquiries that we wanted to adjust t both the cleaning fee and security deposit as well as send a special offer but I’m unclear if we need to factor those INTO the special offer of if they are still separate from the offer pricing. 

[Joanie8]

I feel Airbnb is dancing around two areas. 

The rating on location, even though the guests choose the location of their Airbnb, a low star rating is given due to it was not convenient for them. Dropping the over all rating for the Host. 

The profile photo of my Guest is of up most importance.   A photo of a dog is not sufficient for knowing who is coming to stay at my home. Especially first time guests. Also, I have had several second/third party bookings, and the real guests are not the ones who show up. You are placing me in an unsafe situation. 

[Tan32]

Hi  @Lizzie,

I am fisrt in hosting with airbnb. The question I have is the setting up of the price. I have 3 listed apartments. They have the same condition (different floors in the building). I set up the same nightly price, 10% discount if staying a week and 20% discount if staying 1 month for 3 listed apartments. But the final result shown 3 different prices for Length -of - stay discounts. Please explain the question. Thank you 

[Harry133]

Hi 

Whats your view on the new noise tax that airbnb hosts could be liable? 

[Amy655]

 I am writing in regard to Airbnb's policy for host's cancelling reservations.  I recently had a reservation from an individual who did not submit a picture, had provided only one item of verification (burner phone?), and asked how many people she could bring to the property.  I have had several upsetting experiences with bad guests and this situation sent up red flags.  Why should I be penalized for cancelling the instant book reservation when Airbnb had failed to optain adequate verification?  Where is my protection in cancelling, and why should I, as the host, always be penalized by the Airbnb cancellation policy?

[MALIK--Ph-D-0]

I think, we should also have airbnb method of evaluation modified. Because there are guests who can never be made happy by any one on this earth. On the otherhand, we as hosts have mostly the tendecy to evaluate our guests very very softly. I am sure, most of then dont deserve even 3* but I have seen they have been granted 5*. If we hosts say, we dont accept guests below 5 stars, what will be impact on airbnb business!

[Kathryn221]

I am a manager, a host and a regular guest (I travel often and have visited over 80 countries), my trips are often for 3 to 8 months, moving every few days.

As a guest what I would like is an option to filter for self check in on entire homes. I get tired of having to be taken on a tour every couple of nights "here is the bathroom, here is the kitchen" and trying to co-ordinate arrivals with limited wi fi and long drives is a hassle. All the properties I manage have self check in with a code.

These are the things that send me to BDC to book a hotel with reception when I would rather stay in an Airbnb - ease.