Reaching Community Support

Aisling
Level 9
Howth, Ireland

Reaching Community Support

Hi everyone, 

 

Thanks for all of your messages and responses over the last week on my last post providing some context to the challenges our Community Support team has been facing and what we’ve done about it to ensure we can support you better and quicker. 

 

I worked with our Community Managers here to collate feedback around Community Support and wanted to share some additional information with you. 

 

Urgent Non-COVID support 

For any urgent Non-COVID-19 related issues, we have a separate and dedicated team of experts working on urgent safety concerns 24/7. 

 

If you have any safety concerns, we recommend 2 options designed to support you in these situations. 

 

  • Our Safety Center is a resource for guests and hosts to learn more about how to stay safe on their trip. Additionally, our in-app Urgent Support Line is available to English speaking members of our global community who are on an active trip and would like to talk to a Safety specialist about a safety, security, or urgent matter.
  • Our Neighborhood Tool is designed for neighbors around the world to report unwanted noise and nuisance issues related to an Airbnb listing. For those living in the United States, Canada, and the Netherlands who want to call our Safety team directly, we also have a Neighborhood Support line available in English. 

 

Managing future cancellations

As I mentioned in my prior post, we are still working through our backlog of tickets since the WHO announced COVID-19 as a pandemic with the new ways of working. 

 

Since my last update, we have launched an update about coverage under our Extenuating Circumstances Policy to provide guidance for future reservations with check-ins between March 14, 2020 and May 31, 2020. If you’re a host, you’ll find information in your hosting dashboard. As a host, If you receive questions from any of your guests regarding cancellation requests, The best way is to advise guests to go to their Trips page to initiate a mutual cancellation. Note only guests will have the option to initiate. 

 

Ways to reach us

If you still need support, we have created tools that allow you to quickly solve many issues using our Help Centre on our web page or mobile app or you can message us directly from the Airbnb app. For more information regarding coronavirus, our extenuating circumstances policy or regarding changing or cancelling a reservation, please visit airbnb.com/covid19. 

 

Thanks again for your candid feedback, we hope you and your loved ones are staying safe and healthy.

 

Aisling

40 Replies 40

Thanks for your response @Aisling. Please be aware that hosts have been asking for Airbnb to show us the respect of not making format changes without notifying us for years and this has fallen on deaf ears. And by notifying, we don't mean an email saying that the hosting pages have been "improved", we mean an email saying "We've made some changes to your hosting pages. Transaction History can now be found under XX, we've changed the term "stats" to "progress", etc. We shouldn't have to waste our time trying to find information that we need to access on a regular basis.

And please tell your tech team that it would be appreciated if they don't make changes simply for change sake. If it's not broke, don't "fix" it.

@Aisling  Dear Aisling, your team contacted me and the case is finalized. Thank you very much.

hope you stay safe and healthy.

Best regards

Albert

Pete2785
Level 3
Owings, MD

Hey, could someone nice please drop me a link of the CEO fireside come-to-Jesus caucus last night? I had it on my calendar, and wouldn't you know it, there was a REALLY shiny quarter on the ground which transfixed my gaze for the entire duration!

 

Was it good info? Worth the time to listen? Like maybe when our slice of government cheese will magically appear in our now dusty and vacant bank accounts? 

Lizzie
Former Community Manager
Former Community Manager
London, United Kingdom

Hey @Pete2785,

 

No problem, take a look at the recording here. Also, to add, you will also be able to see the first CEO talk there as well. 

 

Hope this helps. We've also been sharing further details on some of the announcements here in the CC, so do keep an eye out. 

 

Thanks,
Lizzie


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Thank you for the last 7 years, find out more in my Personal Update.


Looking to contact our Support Team, for details...take a look at the Community Help Guides.

Debbie270
Level 5
Franklin, TN

@Pete2785I have tried for days to get help for self employed small business owners based on the information provided by Airbnb. Here’s the what I’ve learned. 

1. Banks will only process the government loans for their customers.

2. Not all banks have to participate.

3. You have to be an llc or dba bank account.

4. Airbnb doesn’t require hosts to be llc or dba.

 

My reality:

1. My bank isn’t participating.

2. I’m not an llc or dba

3. I’m SOL!

I'm also pretty sure I won’t get “invited” to apply for the Airbnb largesse just like I was never invited to be a “plus” host even though I’ve been a Super Host for 3 years  and have a 5 star rating!

To add insult to injury, Airbnb took away a star yesterday because I closed my calendar and can’t accept any more requests because we are under a mandatory stay at home order.  They also dinged me because I turned down an inquiry prior to the lockdown because I wouldn’t accept a reservation for 11 people. Our city limits us to a maximum of 10 guests which is clearly mentioned in the listing. So basically I was punished for not breaking the law.

Your shiny quarter seems brighter than anything Airbnb is doing!

 

 

 

Rodney11
Level 9
Toronto, Canada

Thanks @Mike-And-Jane0 and @Susan17 , you've made this thread WAAAYYY more interesting than watching Star Trek re-runs during my lock down!

Lol! You're welcome @Rodney11. Glad to be of service! 😉

@Susan17 , my grandmother was from county Cork, so I am quite aware of how, um, entertaining the Irish can be with their language! Especially when they are setting a limey straight...

BTW, a few points I was wondering if you had considered:

 

  1. According to the information you received from AirBnB, and shared here on the community, a total of 184K Hosts would be receiving compensation from the $250M fund. This adds up to $1,358/Host. If we base this on the 12.5% a Host with a Strict cancellation policy will receive, this means the average Host is losing $10,864 in cancelled, secured bookings, minus the $1,358 compensation, for a net loss of $9,506 for the period Apr 14 - May 31. 
  2. 184K Hosts getting compensation; this seems like a very low number. The best information I can find puts the number of AirBnB hosts at around 4M, with about half of them being regular hosts. That means only 4.6% (or 9.2% if we use the 2M regular Host number) of Hosts will be receiving compensation. Given that AirBnB structured the compensation program to almost exclusively benefit Hosts with a Strict cancellation policy, does it seem reasonable that only 5%-10% of Hosts use a Strict policy? And if so, did AirBnB, knowing this information, structure a program that minimized their financial responsibility, or is the % of Strict policy Hosts higher and some qualifying Hosts are not getting compensated? 
  3. The Superhost program has a budget of $17M, and each qualifying host will receive $5,000. A quick back of the napkin calculation shows this means 3,400 Superhosts stand to receive a grant. Given that most estimates put the number of Superhosts at between 280,000 and 400,000 (based on numbers from Condé Nast and NYT), this means that Superhosts stand between a 1.2% and 0.85% chance of receiving a grant. This seems very Charlie and the Chocolate Factory to me (if you get my reference).

Would love to hear you thoughts on the above, and whether or not I am in the ballpark (or hurling pitch) with my numbers.

@Rodney11  I don't think Superhosts who qualify will all receive $5000 each. I think it's up to $5000. We shall see.

@Sarah977 good point, though I guess we'll never really know much about this program as it is all managed internally by AirBnB.

Susan17
Level 10
Dublin, Ireland

@Rodney11

Any man who has an Irish granny and knows what a hurling pitch is, is a friend of mine! 😉

 

Re the data - take any stats you hear relating to Airbnb with a huge pinch of salt. The company is notoriously secretive about the true facts and figures - and indeed, their steadfast intransigence in releasing the very data that would allow regional governments and municipal authorities around the world to draft fair and equitable legislation (ie the exact breakdown of small independent local hosts vs large-scale "professional" and commercial operators) has greatly attributed to the breakdown of good working relationships between the company and local authorities globally, and in many cases, directly resulted in draconian blanket regulations being implemented that served only to harm small local hosts and put them out of business, while being completely ignored by the scammers, rogues and connected  players with huge inventories, deep pockets and/or friends in high places, most of whom have the financial and/or influential clout to either sidestep or deflect any attempts to curb their operations.

 

Airbnb is perfectly well aware of this of course, but rather than release the endlessly-requested data to regulators and policymakers that would permit them to do their jobs properly and stem the flood of illegal operators in their respective jurisdictions, the company has instead spent hundreds of millions on epic court battles to win the rights not to have to give up the information that would ultimately see them forced to oust countless thousands of rogue players and "bad actors" from their platform. That, in itself, should tell us all we need to know about the  motives and machinations of this company.

 

Airbnb's years-long, ongoing battle with the city of New York being the most high-profile case of many. One can only hope that the intentions behind Brian Chesky's recent $2 million personal contribution to the COVID-19 response in NYC were entirely philanthropic and honourable, as opposed to strategic and calculated. (To be fair though, in this instance, at least, I believe his heart is in the right place. He also donated another $2.5 million - of his own money - to the COVID efforts in a number of other stricken US cities, and has long since been a signatory of the Giving Pledge, a movement of wealthy individuals who commit to donating a large proportion of their wealth to philanthropy and charitable causes, either during their lifetimes, or in their wills) 

 

For as long as I can remember, the media has obsequiously and obediently regurgitated whatever gushing press releases, "economic insight reports" and "survey results" that Airbnb has dished out to them - verbatim in most instances - and rarely ever questioned the veracity or validity of what they were being spoon-fed. Thankfully though, over the past 6-12 months, a growing band of inquisitive and extremely tenacious investigative reporters, from both mainstream and niche media outlets - The Information, WSJ, Business Insider, CNBC, NYT,  CBC (Canada), Vice, Wired UK, BBC (UK), DW (Germany), Le Monde (France) etc, along with at least two accomplished and esteemed documentary crews, one in UK, one in US - have finally started to open their eyes and ears, and delve a lot deeper into what's really going on behind Airbnb's fuzzy-warm, happy-clappy, noble-intent facade.

 

It's my firm and unshakeable belief that the accumulated impact, combined weight and viral reach of the revelation of media findings and exposes over the coming months, will rock Airbnb to the core and destabilise their already crumbling foundations, and ultimately have infinitely more bearing than any other single social, economic or political factor, on the future - if any - of Airbnb Inc. The truth always outs, in the end, and when trust in a company has been irreparably and irrevocably broken - as it undoubtedly will be - there really is no way back, for anyone