AirCover for guests

[Laura2592]

Have you all watched the latest video on the new categories and  AirCover for guests? 

"If the AC doesn't work....guests get a refund. If the host cancels a month before the stay...guests get a refund."

Basically its making it even more flexible for guests to scam. 

[Helen744]

@ Loretta126 , at least you will have hosts come to stay. that is amazingly beautiful. H

[Gillian166]

so then a guest turns up, says your pool isn't amazing, and asks for a refund......

I see some problems in the future for anyone who gets put into these categories
@Loretta126 

edit: snap! @Laura2592    

[Loretta126]

@Lizzie @Stephanie @Jenny @Emilie :   @Gillian166 has an excellent point.  Your categories will create guest expectations.  But I would never want the guest to have an expectation that our pool is amazing.   It's just a standard pool, albeit with an amazing view.  

Why can't owners petition to have a category added/deleted/changed?  If we are going to be held financially responsible for living up to the categorization, the least you can do is allow us to agree to what categories you have our properties in.

If we are NOT going to be held responsible for living up to your categorization, then please point me to that clause in the TOS.

[Gillian166]

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@Loretta126 wrote:

@Lizzie @Stephanie @Jenny @Emilie :   @Gillian166 has an excellent point. 

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why thank you @Loretta126 , btw your whole place looks amazing!! 😍  I think my pool is amazing, BUT the paving needs replacing (on our Major Works Wish list for EOY) and the building too is 40years old and really dated. However, the pool is oversized, and now heated, and kids just love it and the huge pile of inflatables we have, even more so if I put in a small slide next summer... but my idea of "amazing" versus a kid, or adult who spotted a black house spider and then complains...... well, this is potentially a problem. And if ABB told the guest my pool was amazing it shouldn't be on me to offer any refunds for misplaced expectations. 

We shall have to see how it plays out I guess. FWIW I am not in the "amazing pools" category, phew! 

[Jenny]

Hi @Loretta126 

I see where you're coming from.

After having another look at your listing, I can see you've got some wonderful photos of the view which don't feature the pool in the front.  My suggestion would be to reorder your photos so that photos with the view only are shown as your first three photos, with the pool photos coming after them.

CS agents do not have the ability to review the categories manually at the moment, so if you don’t want the pool to be the category featured for your listing, you’d need to remove the pool from your amenities.

We’re reading and passing on all your comments to the team regarding yesterday’s announcement, so thanks for all the feedback and suggestions on how you think we could make Categories better!

Jenny

[Huma0]

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@Jenny wrote:

Hi @Loretta126 

if you don’t want the pool to be the category featured for your listing, you’d need to remove the pool from your amenities.

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Really?! So a host has to remove the pool (or another important amenity) that actually exists from their amenity list thereby missing out on any guests that search for that amenity and disadvantaging themselves against the competition, to avoid an Airbnb bot misleading guests? And what about the safety issues of having a pool and then not listing it? Can you see how nonsensical this is?

[Suzanne302]

@Huma0  At this point it's laughable, really. I was so excited to begin hosting again after the pandemic, and now this. I'd learned to accept the fact that Airbnb wasn't perfect and to use it the best I could. ie, Never ever involve CS unless it's absolutely unavoidable, remember to check my listing on a regular basis because settings can "change" without notice, etc. Things we've all learned.

But I can't do anything about my listing not appearing in searches. I guess I should be grateful I don't depend on my listing for income, but it's unfortunate for the hosts who do.

With as much interest as I've seen here in the CC, and in other forums, I'm surprised we haven't seen a competitor pop up that resembles the "old school" Airbnb, ie, before corporations and hosts with thousands of listings became their priority. I'm sure many traditional hosts would jump ship immediately.

[Huma0]

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@Suzanne302 wrote:

With as much interest as I've seen here in the CC, and in other forums, I'm surprised we haven't seen a competitor pop up that resembles the "old school" Airbnb, ie, before corporations and hosts with thousands of listings became their priority. I'm sure many traditional hosts would jump ship immediately.

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Yes, totally. I have searched and have found nothing like that here in the UK. I'd certainly be interested in listing if such a competitor existed.

[Jenny]

Hi @Huma0 

This was an example to explain a bit more in-depth how Categories work at the moment, however I completely understand your feedback.

We're currently collecting all your suggestions on these features and passing them on to the team, so we really appreciate you giving us your honest opinions.

Jenny

[Loretta126]

wanted to delete this post but don't know how!

[Loretta126]

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@Jenny wrote:

Hi @Loretta126 

reorder your photos so that photos with the view only are shown as your first three photos, with the pool photos coming after them.

... if you don’t want the pool to be the category featured for your listing, you’d need to remove the pool from your amenities.

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@Jenny  Respectfully, that's a ludicrous answer.  I know you are simply the messenger, so please do not take this personally.  My main photo is my single best selling opportunity and therefore should show a potential guest that we have a pool in addition to the view.  

And removing the pool as an amenity is not acceptable.  Why should I hide such a popular amenity?

[Pamela1061]

Yes I find it wonderous sometimes when I'm looking at my listing to find different things in it I didn't do.

[Mike-And-Jane0]

One element of Aircover for guests that is being advertised is

Booking Protection Guarantee

In the unlikely event that a Host needs to cancel your booking within 30 days of check-in, we’ll find you a similar or better home, or we’ll refund you.

Clearly great if Airbnb actually find a similar or better home but the refund bit is a bit daft as I don't now any legal system in the world where a guest would not get a full refund by law if the supplier failed to deliver the service promised.

Perhaps it would be better if it said 'Airbnb will do its best to find you a similar or better home and, if we can't, we'll refund you.'

[Gillian166]

@Mike-And-Jane0 
if i cancel within 30days of check-in, they get a full refund anyway, don't they? what's new here??

and why does abb have to find the guest a better home? how much hand holding do they need to do? life happens, sorry, but the guest probably had a planB for another property. It's a bold promise to make, and i can't see it working in peak holiday times. 

[Mike-And-Jane0]

@Gillian166 Indeed. If you cancel a year before or a minute before the reservation then the guest gets a full refund. Hence my suggestion to change the wording to emphasise that Airbnb will try to find an alternative.