Telephone Contact

[Escape-To-St-Ives0]

What a shambles

[Anonymous]

@Escape-To-St-Ives0   We know. What's your question?

[Escape-To-St-Ives0]

I have several guest related issues - no one appears to be interested.  

When I call I am sent 4 emails requesting information before i will be allowed the pleasure of being put into a queue for a response.  After several minutes a contact appears online only to tell me that they have decided my issue is best resolved by another department and then I am promptly disconnected.

Great service!  A fantastic management decision to streamline the service - I think not.

I do not have the time for this.  I have 50+ properties and I will probably concentrate my efforts on Booking.com as they have mastered the art of picking up the phone.

[Quincy]

Hi @Escape-To-St-Ives0, If it is Airbnb's contact number that you're looking for, I recommend that you visit this guide https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/td-p/413245. 

Or feel free to post your question here. 

[Escape-To-St-Ives0]

I have the contact numbers - it is a pity no one is answering the calls

[Helen3]

Wow 50+ properties @Escape-To-St-Ives0 

What are the guest related questions you need help you with? Is it something this community can help with?

I was just wondering as I know in the UK we haven't been able to accept guests (apart from key workers) since April and then ban is in place till 4 July.

[Mike-And-Jane0]

@Helen3 All workers (not just key workers) who need accommodation to carry out their work can now book properties provided they can socially distance.Sadly Airbnb seem to be ignoring this change in the law except for their Hotels Tonight booking site which is allowing reservations.

[Helen3]

Great news;  can you quote this change in legislation @Mike-And-Jane0  that says STRs can now open up to any worker?

I thought we could only offer STRs within the current legislation i.e. key workers - NHS, care, construction, farming, journalism etc, those attending funerals and those without a permanent home up till 4 July.

How does this change in legislation you mention to allow STRs to provide accommodation to any worker, work with the government extension to  ban on STRs till 4 July.

[Mike-And-Jane0]

Hi @Helen3 

Legislation is here. www.legislation.gov.uk/uksi/2020/350 and it says

(3) Subject to paragraph (4), a person responsible for carrying on a business consisting of the provision of holiday accommodation, whether in a hotel, hostel, bed and breakfast accommodation, holiday apartment, home, cottage or bungalow, campsite, caravan park or boarding house, must cease to carry on that business during the emergency period.

(4) A person referred to in paragraph (3) may continue to carry on their business and keep any premises used in that business open—

(a)to provide accommodation for any person, who—

(i)is unable to return to their main residence;

(ii)uses that accommodation as their main residence;

(iii)needs accommodation while moving house;

(iv)needs accommodation to attend a funeral;

[F4(aa)to provide accommodation for any person—

(i)who works in one of the critical sectors listed in the guidance titled “Guidance for critical workers who can access schools or educational settings” published by the Cabinet Office and the Department for Education and updated on 5th May 2020, and

(ii)whose need for accommodation is connected to their work;]

(b)to provide accommodation or support services for the homeless,

(c)to host blood donation sessions, or

(d)for any purpose requested by the Secretary of State, or a local authority.

I haven't actually seen a reference to July 4th but I guess that is for holiday accommodation.

[Helen3]

Hi @Mike-And-Jane0 

I think you have misunderstood.....

The government has said that essential workers in manufacturing etc can go back to work. Everyone else where they can should continue to work from home. It doesn't say under the current legislation (which is the legislation you have quoted) that STRs, hotel, camping sites etc can provide accommodation for ANY workers.

It says we can only provide accommodation for key workers

"[F4(aa)to provide accommodation for any person—

(i)who works in one of the critical sectors listed in the guidance "

This means health and care workers, those employed in essential construction. journalists, those working in supermarkets and delivery companies etc.

Therefore no-one in the UK should be opening their listing up to anyone not covered by the above legislation until 4 July; this includes holiday makers, business people, those wanting to visit family and friends, or those wanting to self-isolate.

[Mike-And-Jane0]

@Helen3 now we need a lawyer to decipher the text.

Does the 'and (ii) apply to the key workers defined in (i) or is it a separate category (ii) that covers workers who need accommodation for their work?

I read it as the latter given that

1) if it was the former they would have just put the aa (ii) wording at the end of the aa(i) text. and

2) All the (i), (ii), (iii) in the previous clause (4(a)) are separate categories.

Thoughts? Any Lawyers out there? I think I am right but frankly even the government might not know what they meant

[Helen3]

Honestly Mike what you have quoted is the original legislation. Nothing has changed. You can only let to key workers and other exempted categories.

That's why you got a notification from Airbnb confirming this last week.

I am not a lawyer but someone who is familiar with working within government legislation and policy for many years including this one. To me it clearly says you can only do STR for exempted categories.

There is no change in the legislation that allows you to let to anyone apart from holiday makers...why would they do that when our country is on lock down?

https://www.gov.uk/government/publications/coronavirus-outbreak-faqs-what-you-can-and-cant-do/corona...

1.9 Are day trips and holidays ok? Can people stay in second homes?

Day trips to outdoor open space, in a private vehicle, are permitted. You should practise social distancing from other people outside your household.

Leaving your home - the place you live - to stay at another home for a holiday or other purpose is not allowed. This includes visiting second homes.

Premises such as hotels and bed and breakfasts will remain closed, except where providing accommodation for specific reasons set out in law, such as for critical workers where required for a reason relating to their work.

[Mike-And-Jane0]

@Helen3 

The legislation I am quoting is the REVISED legislation. That is what the F4 in the text means. You can see the original AND the revised legislation if you go to the link I provided.

The underlined advice you reference is NOT the legal text. they use the words 'such as for critical workers' because the legislation provides for other exemptions allowing people to rent.

All the legislation is clear that social distancing is still required so shared home listings would not be allowed (I think)

[Escape-To-St-Ives0]

Hi Helen

Thanks for the reply.

The issues relate to system problems.  I have had some luck in getting through to an actual voice after 2 days trying - sadly the advice was sketchy to say the least.