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Discontinue lowest review

Status: Launched
by David & Fiona on ‎03-13-2017 06:43 AM - last edited on ‎05-26-2017 02:57 PM by Administrator

This new feature is unnecessary and doesnt add value for guests and further punishes hosts in an already flawed star system. 



Response from Airbnb

Based on feedback from the host community, we decided to terminate the Lowest Review feature. The intention of this feature was to help set guest expectations for a stay by highlighting aspects of past experiences that did not go well. However, your feedback helped us understand how sometimes a review can unfairly represent the experience that you will provide future guests. Though this feature was not the best approach, it’s still a priority of ours to ensure travelers see the reviews that accurately capture what it’s like to stay in your place.

 

Status: Launched

Response from Airbnb

Based on feedback from the host community, we decided to terminate the Lowest Review feature. The intention of this feature was to help set guest expectations for a stay by highlighting aspects of past experiences that did not go well. However, your feedback helped us understand how sometimes a review can unfairly represent the experience that you will provide future guests. Though this feature was not the best approach, it’s still a priority of ours to ensure travelers see the reviews that accurately capture what it’s like to stay in your place.

Don't make it mandatory for new hosts to use Instant Book

Status: Launched
by Helen on ‎07-28-2016 04:43 AM - last edited on ‎03-16-2017 02:02 PM by Administrator

I think BnB shouldn't make it mandatory for some new hosts to use Instant Book. This has led to new hosts having to take on unsuitable, guests or being penalised because they don't understand the system and cancel guests who aren't a good match. It has also led to concern from existing hosts that it will be made mandatory for all hosts.

 

It isn't a good introduction for new hosts to being on BnB. There are numerous complaints on the other forums and social media.

 

I have contacted BnB via social media and the other forums to try and understand why it is doing this and get a response on behalf of new and existing hosts. However BnB refuses to answer and just says it will pass my comments on (to who?) or that new hosts can use house rules to filter.

 

It never answers the simple question - why have you introduced manadatory Instant Booking for new hosts and will you allow hosts who are uncomfortable with this to turn it off?

 

As we know no house rules can cover all bases and it is often when communicating with a guest that you understand whether they are a good match.



Response from Airbnb

Instant Book is not mandatory for any host - although we encourage hosts to give Instant Book a shot.

 

If you do decide to turn on Instant Book, there are safeguards in place to help make sure that you’re only accepting bookings from suitable guests. You can choose to only accept Instant Book from guests who have been recommended by other hosts, you can require Instant Book to accept guests who have government-issued ID, and all Instant Book guests must agree to your House Rules. Plus, you can cancel Instant Book reservations immediately without penalty of any kind, if you feel uncomfortable with our guest or with someone who breaks your house rules.

 

Many hosts find that they get up to two times the reservations when they turn on Instant Book.


You can find more information here.

Status: Launched

Instant Book is not mandatory for any host - although we encourage hosts to give Instant Book a shot.

 

If you do decide to turn on Instant Book, there are safeguards in place to help make sure that you’re only accepting bookings from suitable guests. You can choose to only accept Instant Book from guests who have been recommended by other hosts, you can require Instant Book to accept guests who have government-issued ID, and all Instant Book guests must agree to your House Rules. Plus, you can cancel Instant Book reservations immediately without penalty of any kind, if you feel uncomfortable with our guest or with someone who breaks your house rules.

 

Many hosts find that they get up to two times the reservations when they turn on Instant Book.


You can find more information here.

Address the Guest's default hometown "Lindenwold, NJ"

Status: Launched
by Patti on ‎04-30-2017 11:19 AM - last edited on ‎11-07-2017 10:18 AM by Administrator

Hosts receiving inquiries and bookings from Airbnb Newbies are seeing multiple guest's hometowns as "Lindenwold, NJ." This seems to be a new phenomenon, probably an artifact of an update.

 

original (2)

 

After opening a ticket w/ ABB Superhost support, I was told that it is a default setting that has to be changed by the guest. The advice was for me to remind them to do it. Now, it is optional, and if they don't do this, it still shows up under their name and profile pic even after they book, which is confusing.

 

I think that's backward. Hosts should not have to add to their instructions to Guests — especially Newbies — a reminder to do something they should be required to do.

 

Instead, Airbnb, please fix this so that everyone must enter their hometown before making an inquiry or booking request.

 

Patti

 



 

Response from Airbnb

 

Status: Fixed

 

Thank you for alerting the Airbnb team to this bug in our system. We fixed the underlying problem on August 9 and corrected the hometown location on affected guest profiles on August 16. The issue was being caused by a quirk in our system that automatically added a hometown location if the guest didn’t provide one. We’ve switched to a more reliable way of getting that information, so you shouldn’t be seeing this problem anymore. However, if you do, please let us know!

 

Status: Launched

these days, quite a few hosts are disgruntled about the "treatment" they receive from Airbnb, and the feeling is that guests are paid much more attention to than hosts.

 

How about this fix: send out a monthly email newsletter to hosts, highlighting the changes newly implemented into the Airbnb platform, address some hot topics, add a few suggestions, keep us in the loop!

 

An email would catch anybody's attention easily. Alerting hosts to changes would also do a lot to cut down on complaints and unnecessary reaching out to Airbnb by some hosts.  

see it as a win-win situation for Airbnb and hosts alike. 

 

 

Status: Launched

Thank you @Annette And Curtis! This is a great Idea, and in fact, it's something our Host Communications team is currently doing. Every month a Host Newsletter is emailed to over 1 million hosts around the world. The Newsletter includes product updates, hosting tips, even invitations to local Airbnb events in your market.

 

If you're not receiving the Host Newsletter, you can catch up on recent editions in our archives and sign up to receive the monthly Newsletter in the future.

 

Our Host Comms team is open to your feedback as they try to deliver valuable and interesting content to you each month. They have reviewed this thread and are interested in hearing your comments on the Newsletters they send out. We'd love to hear your thoughts!

Contacting AirBnB

Status: Launched
by Mike on ‎07-29-2016 10:52 AM - last edited on ‎08-25-2017 03:17 AM by Administrator

There should be links on the community pages, on the listing pages, on every page of the web site, that lead to a page that shows the multiple ways to contact AirBnB.

 

AirBnB must make it easy to contact them!

 

Mike
***
***

 

 


Response from Airbnb

Making sure you have the tools to reach Airbnb when you need to is important to us. We’ve just introduced a new feature that will help hosts and guests reach our Customer Experience team during and 48 hours on either side of a trip. We’re also piloting a new way for you to connect quickly with Airbnb beyond just phone and email. Learn more about how we’re making it easier to find our phone number and additional contact information.


Status: Launched

COMMUNICATION WITH AIRBNB?

Status: Launched
by Administrator ‎11-08-2017 05:06 AM - edited ‎11-08-2017 05:51 AM

This content has been translated and reposted from Alvaro from the Spanish language to English. We cannot ensure the precise accuracy and appreciate your understanding!

 



 

Airbnb is a valuable and functional platform. However it is *incredibly* difficult to communicate with anyone from Airbnb when you have a question or need advice. In emergencies or times of need, you cannot get a response from the website, which sends you from one place to another without providing a concrete solution. There should be a *friendly* communications channel, that is easy to find on the website, with information on how to get in touch both via email (with a response within 24 hours) and by telephone (only for use in emergencies for international calls), that includes various useful filters and is available in Spanish. Additionally, it would be a great help to have a manual in Spanish for new or more experienced users, which can be downloaded and which explains the steps for various processes clearly and concisely. We would be able to print this or access it from our computers and therefore we could avoid asking many of our questions. Bye!

 



Response from Airbnb

 

Status: Launched

 

We’ve listened to your feedback and updated our app to make it easier for you to reach our Customer Experience team with just a few taps. To access support fast, just open the Airbnb app, go to “Profile”, tap “Help & Support”, and then tap “Contact Us”. This will give you the option to call Customer Experience directly or open a text conversation within the app. Read this article for more details on this app update. We hope this new update empowers you to spend less time searching for answers so you can spend more time doing the things you love.

 

Thanks for being a proactive member of our community as we work together to continue improving Airbnb for both hosts and guests.

 

Status: Launched
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