My name is Aisling and I manage our global Community Support Team. Over the past three months, we have been hit by an unprecedented wave of challenges due to the spread of COVID-19.
My job is to ensure that you and the rest of our community have the support you need, especially at this difficult time and make sure we have the resources in place to do so. However, at a time where support is needed even more than ever, our team has been faced with some of the hardest challenges we’ve ever experienced.
In light of this, I wanted to share some of these experiences with you and most importantly what we’ve been doing about it and what we are currently working on.
Sudden and unprecedented volume of calls
As you may know, we have offices and support centers in locations across the world, but we rely on all of them to help with the volume of support we receive. The challenges we’ve seen here are:
What’ve we done:
As the virus spread, all of our internal offices were required to shut down quite abruptly and all of our teams had to change to a work from home mode.
What’ve we done:
Where are we now
We’ve done a lot in a short period of time, but as you can imagine we are still working through our backlog.
We also launched a new initiative that temporarily redeploys Airbnb staff to the Community Support team to help us more quickly meet your needs. Things are moving rapidly and so we hope you see a difference in response time very shortly.
I am incredibly proud of how our teams have rallied together in such a short amount of time to serve our community and we are all working around the clock to continue to support you.
I can’t imagine how difficult it has been for all of you with these unprecedented changes. We are here to listen and support you as much as we can. Please continue to share your feedback here in the Community Center and also through the listening sessions, I've been receiving regular updates from the community team. I will keep you posted with further updates.
Thank you for your support and patience while we get our team back on track and adjust to this new world.
Thank you so much @Aisling for your overview of the unfolding situation as it affected all aspects and Departments of Airbnb, especially as "we" SuperHosts' and Hosts alike have similar stories of how much impacted we all were and are.
I do have to say that of all the Airbnb team I contacted right at the beginning of the crisis (particularly as I reacted far quicker than the majority, including Airbnb, in requesting that Cancellations of Bookings under Airbnb's "Extenuating Circumstances" Policy should come into play immediately, and without any penalties to either Guests or Hosts' alike - for after all, this pandemic is not the fault of Guests, Hosts, nor Airbnb, so morally, no-one but no-one (in my humble opinion) should benefit from anyone's misery. I was glad therefore to read that Brian Chesky was a fellow believer of morals for the situation.
Something I suggested at the time, and which, if implemented by Airbnb would make a big difference for all concerned, even though it might add a small (extra) amount to the amount Guests' will have to pay, is that rather than holiday insurance being "optional" it should be "mandatory" for all Guests' to have in place BEFORE any booking is made.
As suggested at the time (mid-March) altho' I wasn't suggesting that Airbnb became Insurers in their own right, should they link up with a reputable Insurance Company, the transaction/transactions should run far smoother for all concerned, and once in place, would take away from both Hosts and Airbnb the great "upsets" that have affected (morally and financially) everyone who sought reimbursement!
When - after the Covid-19 pandemic - all has become the brand new world, and holidays/stays are not only allowed to happen once again, but Airbnb slowly but surely rebuilds its place in the world, I would like to believe that not only will the business remodel itself on its beliefs and morals, but that all those people who also took and accepted the morality of repaying Guests in full, will be rewarded by having full Calendars of bookings.
Judging by my own Guests, none of whom lost anything apart from their ability to stay at our place, yet each and every one was ever so grateful for the attention I paid to the predicaments facing them, as well as to ensuring they were repaid in full, each and every one was not only grateful, but also said that as soon as the pandemic was over, they would book to stay at our property.
I very much doubt that Guests of those OTAs who refused to repay, only repay in part, or who chose to only issue vouchers will see their Guests again however, but then again, there may well be many Hosts of Airbnb who will also lose out because of their attitudes!
Thank you once again @Aisling , and please will you pass on my thanks to all (from the very bottom to the very top) at Airbnb, as well as my best wishes for the brand new world yet to come.
@Aisling Im not sure if this is the correct spot to post this but was just wondering about the superhost relief fund. I meet all of the eligibility criteria both as a host and a popular experience host of over three years, and 100% of my income comes from Airbnb yet I have not heard anything. I would be grateful if you could provide contact details of the department I could speak with in respect of this.
many thanks in advance
I’m In the same boat- 100% income coming for hosting primary residence . I’ve been a Airbnb host for nine years. I was told I’d ha e to get an offer. No offer ever came. Then I was told it was because my profile needed to be updated, I had to have a ID on file ( after nine years ??).
Has anyone gotten and host relief from Airbnb ?
I haven’t heard if anyone whose received more than a fast food meal amount from them. They lied and posted all their fluff BS about taking care of community. I’ve asked for an accounting of the payouts but don’t think that will happen. When did become okay to LIE to people that are
Hi Airbnb hosts.
For about 5 year now I have been travelling using Airbnb. Now that I have finely moved into my 3 bed house and is thinking of hiring out the rooms out for the 1st time .I'm thinking about setting up maybe early autumn or possibly next spring. Your thoughts please as this will be my 1at time. cheers .
hi, I'm Doug from São Paulo Brazil and I dont know what to do any more, and I'm desperate.
Considering that it is necessary to have more than one active ads to be able to get some kind of help, this qualification is completely unfair, since it is the person who has less who needs more. My income depends completely on the accommodations I make through Airbnb and that reached zero. I make my own room available, and I sleep on the sofa in the living room to be able to obtain this income in an exemplary way (I'm a superhost for more than 2 years) and now the company I have so trusted will prioritize those who can always provide much more than I can. This criterion is unfair and it shows that the company is only interested in the advantages that it may obtain in the future. Contrary to what they are saying. Sorry for the outburst but it is the only way I can expose my situation. Today I see that all the respect and trust I had for Airbnb was in vain.
WHEN will we see the new cleaning protocol and the cleaning "approval" process from Airbnb? My business is on hold till I see it. Chesky said later in May, it IS later in May!