Does AirBnB ever read these?

Gavin65
Level 2
Austin, TX

Does AirBnB ever read these?

Multiple issues get raised on these forums. I haven't seen anyone from Abnb participating. I assume they are not taking any action on the problems raised.

17 Replies 17
Emiel1
Level 10
Leeuwarden, The Netherlands

@Gavin65 

 

Sometimes the admins escalate issues, when they are frequenlly mentioned (or on request of a member.)

 

Sometimes Catherine P. (head of hosting) will interact or comment.

 

There used to be also a HAB (Host Advisory Board), but they are invisible here.

Huma0
Level 10
London, United Kingdom

@Emiel1 

 

Well, occasionally a member of the HAB posts something here, but I have only really seen posts from a couple of them, about something touchy feely or some positive comment about how great Airbnb is. I have no idea what they do otherwise as none of that is ever reported back to us, even though a big song and dance was made about it when the HAB was established...

Emiel1
Level 10
Leeuwarden, The Netherlands

@Huma0 

 

IMHO the HAB is useless institute, i addressed it already from the beginning as some kind of "window dressing". I would like to see a response here from a member to convince us they still excists and what issues they are working  on.

Huma0
Level 10
London, United Kingdom

@Emiel1 

 

I suspect you were more astute about it than me. I remember reading about the HAB being established and assumed it would be a good thing. I was then invited to apply to join it.

 

I wasn't very active on the CC at this particular time so didn't see the invite straight away, but did respond to it when I did. I was then told that I was no longer invited to apply. I didn't mind, because it seemed to involve quite a lot of participation, e.g. monthly meetings/reports, with no renumeration mentioned, and I simply did not have time for that due to my work schedule.

 

What I find odd about the whole thing, as you hint at, is the total lack of transparency about what the HAB actually does, how they affect decision making (if indeed they do) and what they are basing any of that on. I mean, I don't see the HAB members being active on this CC which is surely where a lot of host feedback is posted.

 

On the odd occasion that a HAB member comments on a thread here, I have noticed it's  some bland comment extolling the virtues of Airbnb or something similar, in contrast to the other hosts' comments on that particular subject. The last one I remember, for example, was a HAB member responding to a thread RE the summer release where hundreds of hosts were talking about how their views and bookings had simply stopped, with a comment along the lines of "But I am doing better than ever so this can't be true! I have not noticed anything wrong. Why don't you make some pointless amendments to your listing and everything will be fine!"

 

I understand that there is probably some confidentiality agreement where HAB members cannot reveal what they are talking about (if they are indeed still talking about anything at all) but it offends me when they occasionally dip into this CC where they are not regular contributors, telling us that "everything is just super duper!!! :)) ::)"

Gillian166
Level 10
Hay Valley, Australia

@Huma0 yes, I made a comment a while back about HAB and how they weren't getting involved in some issue, and I got a very terse and defensive response. I've no idea what they do. 

Huma0
Level 10
London, United Kingdom

@Gillian166 

 

For a fairly brief period, there were monthly updates posted on the HAB, but these focused more on a profile of an individual member, with a very short and vague bit at the end of the article RE what the HAB was working on.

 

The last one I can find is from more than a year ago, even though it tells us to stay tuned for more updates...

 

There is also a page about the HAB on the resource centre, but this is mostly articles sharing 'tips' for hosting rather than relating to the work they have done. This page doesn't seem very up to date. It's not even showing the 2022 board but the 2021 one.

 

From what I can see, a lot of the things that the HAB is supposedly advising on are more to do with community projects, ideas for marketing etc. than hosting related issues or Airbnb policies.

 

I had hoped the HAB would be focusing on the major issues that hosts face day in day out than on giving us tips on how to be nicer hosts. I am all for hosts being encouraged to be more inclusive, more sustainable etc. but I don't remember that being explained as the purpose of the HAB, so why is the page in the resource centre focused on those things? It seems like a distraction to me and a rather transparent one. 

Emilie
Community Manager
Community Manager
London, United Kingdom

Hi @Gavin65

 

I want to reassure you that my team and myself read all your posts here on the CC, and relay the feedback raised to the appropriate teams.

 

We share information and updates as and when possible as well, however changes can take a really long time to develop adequately, and we are not able share details of upcoming updates until they are fully set in stone

 

Please do continue sharing your feedback here, it's always incredibly insightful and valuable! 🙂

 

Thanks, 

 

Emilie

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Merci de jeter un oeil aux Principes du Community Center/ Please follow the Community Guidelines

OK, so how many of issues/ feature requests form the community have been actioned? 

Emiel1
Level 10
Leeuwarden, The Netherlands

You need to address @Emilie  to notify her of your response on her post.

Sybe
Former Community Manager
Former Community Manager
Terneuzen, Netherlands

@Gavin65  Since the launch of the Community Center in 2015, many things have been picked up, relayed to Airbnb, and actioned. Too many to count or list!

 

@Emiel1  @Huma0 The HAB members are incredibly busy and much like @Emilie , myself, and the other admins here, the HAB members can't share what they're working on until it's fully ready to be released and announced. They are Hosts first and foremost and all the work they do as HAB members comes on top of that, sometimes unfortunately leaving them with little time to interact here. That being said some of them have been active on the CC since before the Host Advisory Board was even created, and many are taking part as often as they can.

 

I understand it's not always directly visible or noticeable, but Hosts' contributions on the Community Center have a huge impact on identifying and solving pain points and introducing improvements - we really appreciate your feedback, and I encourage you to continue sharing your perspective and suggestions here.

 

Thanks, 

Sybe

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Please follow the Community Guidelines // Volg de communityrichtlijnen

Huma0
Level 10
London, United Kingdom

@Sybe 

 

Back in March, there was a thread introducing the 2022 HAB members in which @Quincy stated:

 

"While they cannot always share updates on what they are working on you will see their voices and perspectives present throughout future launches this year."

 

Could you please direct us to examples of this? The launches that spring to my mind from the last six months include the Summer Update and changes to the guest refund policy/reporting trip related issues and to the penalties for host cancellations. As I am sure you know from the feedback, these launches have been deeply unpopular with most of the hosts participating on the CC.

 

Am I to understand that the HAB were influential in driving through these launches? I did notice one of the members responding on a thread where many hosts were upset about the Summer Release and how their bookings had completely stopped, basically saying, "My bookings are great, so obviously there is no problem!" and then disappearing again.

Sybe
Former Community Manager
Former Community Manager
Terneuzen, Netherlands

@Huma0 These updates are worked on for months, sometimes years, so it's highly likely that these projects were close to completion - if not already completed - by the time the current HAB members were announced. 

 

The Hosts on the board only share opinions and experiences that are their own here, first and foremost as Hosts. While they work continuously on shaping projects and advancing improvements, they are not required nor, often, allowed, to discuss that work publicly.

 

If you’re wondering how exactly we collect feedback from the CC and other channels and through the HAB, check out our post here: https://community.withairbnb.com/t5/Airbnb-Updates/Here-s-how-we-collect-Host-feedback-through-our-o...

 

Sybe

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Please follow the Community Guidelines // Volg de communityrichtlijnen

Huma0
Level 10
London, United Kingdom

@Sybe 

 

Sure, that's a logical explanation, but then it contradicts what @Quincy said above. 

 

Either their voices and perspectives are present in launches this year or they are not. Perhaps  the launches they are involved with are still to come this year, but how would we ever know as the HAB updates suddenly stopped a year ago?

 

And as for the HAB only sharing opinions and experiences that are their own as hosts, what I noticed when the 2022 board was announced was that many of them had been active contributors to the CC and then suddenly stopped. Sure, they are busy hosting, but were they not busy hosting before being appointed to the HAB? Or, does being on the HAB take up so much of their time that they don't have a spare moment? I'm not saying that they have to post here, but they seemed quite happy to do it before.

 

I suspect rather that they are not allowed to honestly express their opinions or discuss any experiences unless positive and that's part of whatever confidentiality agreement they had to sign.

Sybe
Former Community Manager
Former Community Manager
Terneuzen, Netherlands

@Huma0 The HAB Hosts that did contribute a lot on the Community Center before are often the target of frustrations, making them want to engage less (much like any other member on the CC would).

 

We work closely with them to support them in sharing their experiences in constructive ways that also protect them in this community environment we all built together, as we would do for any other member in the same position.

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Please follow the Community Guidelines // Volg de communityrichtlijnen

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