Questions I have as a host for more than 14 years

[Merlenna0]

I went to the roadshow today & have these questions:

The owner of these 2 cabins does NOT want to be listed as a co-host. What do I do about that?

Are they creating new hotel zones here in Waianae, HI in Makaha on Oahu island? Do you know?

Also I mentioned that reviews on guests that check out are hard to do because I am not physically on that island & do not have communication with the housecleaners/maintenance crew- The owner & main office is not even on that island- Can we reverse the reviews so I can see the guest review before I respond with a vague auto "We hope you enjoyed your stay. Please come again soon! "

And the ratings are not helping my listings, it's self check in but if the guest gives a 1 star rating on that category, then my listing is flagged & suspended etc. What can we do about that?

[Frances3408]

@Merlenna0 . Ok, you asked, so I checked out your 2 listings reviews. Firstly let me say I understand this situation is very difficult because you arent the owner.

The recent spate of very low ratings which appear to be genuine and factual, will hurt your host rating. Your response to one with "I only do the bookings" is not helpful to a guest and sends a bad message to future bookers as it does not explain who they should be referring to, if not the host?.

Clearly there are issues with regular maintenance (including pest control) not being undertaken by the owner. Perhaps they do not wish to be associated with a place they may be running down, or think is fine as is ?

Your access as a remote host is your problem to solve, not the guests. I am sometimes hours away from the listing during a guest's stay but I make it work (Sometimes getting help) and ensure when I am there that the maintenance is done and future improvements discussed with the owner.

And no you cant see guest reviews, nor can they: its a deliberate double blind so you should be waiting until you get feedback from the housekeeping. I assume you are sending messages in first 24 hours of a stay? The one that asks if any questions or issues and to contact you, so most of the post stay problems raised in reviews shouldnt be news to you.

If it was me, I wouldnt be hosting these listings if I couldnt resolve the issues that are being repeatedly raised. Making the owner co host is just sharing the problem without resolving it.

This is just my honest opinion and feedback. Good luck.

[Elisa]

Hi @Merlenna0 😊, 

Thank you for bringing up this topic here. It’s really interesting.

What do you think of Frances’ point of view?

Do you need more help on how to manage this situation?

Don’t hesitate to let me know!

[Joan2709]

@Merlenna0 

Owners should always be listed as "Owner" when creating the listing. They can invite you to Co Host and then you can be made primary Host. However, the Owner will always appear as "Co Host" to guests, even if you are responsible for the day to day operations. That's how it works on Airbnb. You as Primary Host will show as "Host" to guests and your contact information is what is provided (although in the US it's a fake number now 🙄). The Owners will always appear as "Co Host" on the listing. They can turn off all notifications in their Account Settings if they want so as not to get all the Airbnb messages, but cannot remove their name from appearing as Co Host on the listing.

I agree with @Frances3408 , you cannot function well in this setup with the Owners. Co Hosts and Owners need to be on the same page and work together. If it's clear they are not willing to properly care for the property, and do not allow communication with cleaners, but expect you to write reviews, then this will not work. I suggest you terminate your Co Hosting for these properties as this will not end well. 

[Merlenna0]

Yes I agree- that’s why I have decided to terminate my agreement with the owners & give them a 30 day notice & have them honor the confirmed reservations/bookings I already have- I felt good sending them an email earlier (: 

[Sherry432]

I really learned a lot from reading your comments, thank you very much, I am a cohost for a cabin, where the owner lives in the city a couple hours away, he has never set my permissions as primary host, only cohost, I feel that he micromanages to a certain extent, I sold my home where I was the only host and loved being in charge, I wonder if I should mention this to him because he has a full-time job and if he didn’t have to read all the messages I could do everything, and if a problem pops up, then contact him, thanks again 

[Joan2709]

@Sherry432 

Yes...Owners and Co Hosts need to work together and have a level of trust. Initially, the owner y may want to keep themselves as Host and not name a Primary Host (you). Then, once they feel you are trustworthy, they can make you Primary Host and they will appear as Co Host to guests (they are still Owner on the listing). This also reduces confusion for guests, as the Owner appears as Host now with the current arrangement and you are doing all the day to day messaging (I'm assuming). He will be getting the middle of the night phone calls as well, as guests receive his phone number - not yours. Of course, its a fake phone number now (in the US anyway).

The Owner can still receive all the messages if they name you as Primary Host, so they can still monitor if they like. However, they can turn off certain messages in their notifications if they wish to reduce the notifications and messages they receive in either scenario.

[Sherry432]

thank you so much, this is very helpful, and yes, I do all the messaging and all work, they come out only if it’s something serious above and beyond my control. so if I was set as a primary host who would get the Airbnb coupon that they give out each year for maintaining your super host status, the owner or the primary host?

[Joan2709]

@Sherry432 

Only owners get the Superhost coupon, as Superhost status is assigned to the Owner profile by Airbnb; not a Co Host or Co Host acting as Primary Host.

If you have your own listing, then you could earn Superhost status under your profile. 

Individual Listings earn Guest Favorite status. Essentially the Owner gets Superhost status and the property can get Guest Favorite status. 

If the Owner decides to make you Primary Host, not sure what happens with the Superhost status as your name appears as "Host" to guests. If you never achieved Superhost status, then I don't believe that would appear any longer. However, Guest Favorite is much more important these days.

[Sherry432]

Wow this has been so helpful! I was a super host for over three years as my primary home was set up as an Airbnb, but I sold it August of last year, I miss being super host, it kind of feels like a step down being a cohost, but I’ll live with it

[Joan2709]

@Sherry432 

You are taking all those skills and applying them now and should be very proud of that.

I see your  profile says "Superhost" - that hasn't changed and the owner of the current property is definitely benefiting from your experience.

[Rosie312]

I think you have a problem being associated with these listings, you need to be hands on with any property, visiting regularly to run and get five star reviews. It may be best to stop running them unless you can be there in person or find someone to be on site for you. Is there another co - host you can find

[Robert9534]

avoid airbnb at all costs i’ve had two months of ******ic back and forth messages and still got the same problem. They will not help you with anything just fob you off . please avoid 

[Rajivan0]

Its been quite a while, just grit your teeth and move these listing out of your portfolio 

[Sean1710]

In general, you get what you pay for and this is your problem to fix. You have to manage your people. Why are you paying them for 1 star ratings? If you can't communicate with them effectively you either need a new cleaning service or your should get out of the business. And no, its a double blind rating system so you can't see their feedback before you give yours. That's to keep you on your toes!