Host made me give my passport and tools photo on their personal phone...

[Johannah5]

My host said that they had to take a photo of my passport, only upon arrival, and instead of telling me to go to their main office, they sent an ‘associate’ who took a photo of my passport on their personal phone. This violates EU privacy laws. And I voiced my concern, but they did took the photo without my saying it was ok. I thought I just had to show it.

Also, there was major construction in the building the entire time. I was woken up everyday by noise, couldn’t take siestas, and had to go out to get away from the insane noise. I told the host and they did nothing about it. They said they had no control and had no idea it was happening. I find it hard to believe the building didn’t notify them that there would be major construction...

Third, the host apparently has a business of renting out spaces. She lists her name, but doesn’t actually come to meet you. She sends an ‘associate’, and runs a business of renting out apartments from some random office. I was stuck with the place. I’d been up over 30 hours, and knew I’d be stuck with the bill. 

I’ve been told Airbnb is less than helpful in times like these, but having a host who takes photos of people’s passports with no security in place is alarming. This host should be banned for illegal practices.

[Branka-and-Silvia0]

@Johannah5 

in some countries, we are obligated to register all of our guests, but some smart hosts will do it even if it is not mandatory in their country. We can either take all the passports, peace of paper and start writing: Passport number, name, surname, date of birth, country of birth, your nationality, your country of residence, etc... It takes time for large groups, believe me.  Or we can take a photo of everyone's photo ID, it is faster. Hosts who allow self-check-in will ask you to send the photo of your ID via email, WhatsApp or here on Airbnb.

It is not illegal to take a photo or photocopy or personal informations, hotels do that all the time. But it is illegal to keep it after the registration is done or to give it to others. I burn all my registration forms or delete pictures from my phone.

[Emilia42]

Unfortunately, Airbnb is filled with management companies and hosts running professional businesses with hundreds of listings. Not personally meeting the actual "host" should not come as a surprise anymore. Often times these professionals “hosts” don’t even use a real picture of themselves but a stock photo of some random person.

[Jill517]

I am trying to find out more about this.  My host, in Florence Italy, has said that I have to send a copy of our passports to her and it's NOT through Airbnb.  We have to send them via What's App or directly by phone.

This seems very dangerous and I'm looking for Airbnb to respond or others in the community.  She said it was for self check-in.

[Susan151]

@Jill517  Italian law requires that hosts and hotels fill out a form that has been filled out while reviewing your passport. For self check-in, I am not surprised that they wish to have a copy of your passport sine that is the only way they can fill out that form. Is there anyway that the host can meet you instead if this makes you nervous? Or can you ask what information can be blacked out to reduce your anxieties?

[Jill517]

Thank you Susan151.  So grateful for this on-line community.  I trust that they are on the "up and up", but wanted to reachout.  Our other Italian Airbnb hosts, all superhosts, have not required the passport information in advance.  I really appreciate your response.

[Johannah5]

Sorry to burst the bubble here, but spoke to an attorney, if you don’t have a way to secure my passport info, you can’t just take a photo of it. You need to be able to prove it’s secured. Aka, I can sue just for the photo being taken as the personal phone used isn’t certified/properly secured. Hotels have to have secure software and an IT department for payment etc.... Airbnb needs to offer this as a service if it’s such a big requirement in Europe. I don’t trust providing this to ‘hosts’ after this experience.

[Ann72]

@Johannah5 That is very good to know.  When I used an Airbnb in London in March, I had to provide my passport, but it was done through a secure portal with the management company, and it was deleted as soon as my trip was over.  I too was met by an associate, but it was all on the up and up.  If this host you had runs so many places, she should up her technology game.

[Branka-and-Silvia0]

@Jill517 @Johannah5 @Ann72 @Susan151 @Emilia42 

Unfortunately, the law is not always easy to implement in the practice.

As I said - we have to register our guests to the police via an online platform.

Requested guest information are as follows:

1. The name of the unit
2. accommodation dates from - to
3. name
4. middle name
5. surname
6. gender
7.  type of identification ( ID, drivers license, passport...is it private or official, is it foreign or Croatian)
8. document number
9. residency ( country and the city)
10. nationality
11. country of birth
12. date of birth
13. is it a child or adult
14. is it private, or group organized trip

I think that's all

So, we have a few solutions:

1. to take a photo ( and delete it later)
2. to write down all the info on the paper (it takes time and we have to burn the paper later)
3. to fill the online form on our mobile ( it takes even more time)

So imagine if you host groups of 4,  8 or more guests and if you start to fill all those information on your mobile phone in front of them at check-in. It would take at least half an hour. Guests are tired after a trip, have jet lag, they can't wait for you to go and leave them alone. You also have to show them around, explain the keys and house rules, how A/C work, etc... they want to know about transport, restaurants, etc... 

And of course, if you have self check in option then how are you supposed to do that if your guest doesn't send you a picture of his ID ?

But, OK, if the guest doesn't want to show us his ID then we have to meet again during working hours, escort him to the police station/immigration police, he has to show them his ID and they will register them.  it can take up to an hour.

I don't understand why guests are so paranoid about it? Even before the internet and mobile phones with a camera, when the guest checked in a hotel, they took his passport and made a photocopy of it. Guest had no idea where those photocopies ended. If someone rents a flat long term, ha has to sign a contract and his landlord will also make a photocopy of his ID.

Guests expect their host trust to them with his expensive property but they are afraid to give him a picture/photocopy of their passport?

We are hosts for 3 years and nobody ever complained about it. We always ask our guests is it ok if we make a photo of their passports and all but 1 said it is OK. For this one person we just filed a paper form instead.

.

Official explanation in Cro  / English / DE / It : https://tinyurl.com/y3be3wsu

.

[Branka-and-Silvia0]

@Jill517 @Johannah5 @Ann72 @Susan151 @Emilia42 

Unfortunately, the law is not always easy to implement in the practice.

As I said - we have to register our guests to the police via an online platform.

Requested guest information are as follows:

1. The name of the unit
2. accommodation dates from - to
3. name
4. middle name
5. surname
6. gender
7.  type of identification ( ID, drivers license, passport...is it private or official, is it foreign or Croatian)
8. document number
9. residency ( country and the city)
10. nationality
11. country of birth
12. date of birth
13. is it a child or adult
14. is it private, or group organized trip

I think that's all

So, we have a few solutions:

1. to take a photo ( and delete it later)
2. to write down all the info on the paper (it takes time and we have to burn the paper later)
3. to fill the online form on our mobile ( it takes even more time)

So imagine if you host groups of 6,  8 or more guests and if you start to fill all those information on your mobile phone in front of them at check-in. It would take at least half an hour. Guests are tired, have jet lag, they can't wait for you to go and leave them alone. You also have to show them around, explain the keys  etc... they want to know about restaurants, etc... 

And of course, if you have self check in option then how are you supposed to do that if your guest doesn't send you a picture of his ID ?

if the guest doesn't want to show us his ID then we are not obligated to host him.... or.... we can meet again during working hours, escort him to the police station/immigration police nd they will register them.

[Ann72]

@Branka-and-Silvia0  We're paranoid because of identity theft.  That's all.

[Johannah5]

Per Ann’s description, the information needs to be SECURED. 

#1) you’re taking it as a personal attack, which makes no sense.

#2) I spoke to an attorney... from Europe. So it is very clear that how they handle information isn’t appropriate.

#3) Any other European ‘entity’ I’ve provided information to has a secured site that I go to input my information.

#4) How Ann describes her information being managed Ann’s is exactly how all information should be managed. 

#5) Hotels have protocols, and if a guests’s information was taken, the hotel is legally responsible, and there are protocols on how to handle guest information... it goes with the new laws that have been passed.... The 

[Branka-and-Silvia0]

@Johannah5 

you forgot to tag the person you are referring to, but if that's me I would like to say that I am not taking it as a personal attack. I am just trying to explain why taking the photo is the fastest and easiest way to do it and what are the other, more time-consuming options : 

- writing all your personal information on the paper, 

- filing the online form on "evisitor.hr" on the mobile phone in front of you (you can't do it by yourself) 

- or you can go to the police station, register there during the working hours and then come back to check in ( this would be ideal for you in case you book self check-in unit)

Nothing personal.

We always ask our guests if it is ok if we take a picture of their passports to make the check-in process faster. If they complain we have other options. Nobody ever complained.