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I wish I could say that all of our reviews are being listened to but I really have not seen Airbnb comment on anyone's responses in this community of Host's.

 

I know they have a long list of complaints to resolve but this entire forum isn't being monitered even weekly lol

 

 

I would just like to see more activity from Airbnb showing their concern for Hosts.

 

Thank you for reading by the way !

 

- Gerry :)

Hello All.

 

I wanted to share some information I recently received from Airbnb about their increases in service fees. I decided to find out what the guest was actually paying for my accommodation as this is not immediately apparent on the Host platform. I went in to the Airbnb site with an incognito tab and discovered that Airbnb was adding on a 14 to 15%% service fee. I was a bit surprised as they advertised that they charged between 5% and 12% (sometimes starting at 6%). I then went in and looked at a wide range of scenarios - different guest numbers, different days, and so on. In every case the service fee was well above the advertised maximum of 12%.

 

I had not received any notification from Airbnb that they had increased their service fees to guests, so I decided to ring them and ask about it. I felt that this was important information to inform my price settings. The customer service representative first re-stated the advertised service fee of 5% to 12%, but when I told them that mine was well above that rate, consistently, they confirmed that Airbnb had put up their service fees in August 2017 and told me they were receiving feedback about the issue and were reviewing the policy. I have been monitoring this forum and have never seen another comment about this. I invite you all to check how much Airbnb is charging from your guests so you can see clearly what is going on. This can only be done via an incognito tab, or to ask the guests directly which I have also started doing.

 

I have a few points I would like to communicate to Airbnb. Perhaps if any of you are experiencing the same issue we could come together to ask for further clarification.

 

  1. Why did Airbnb not inform me about this significant increase? Price setting is a fundamental aspect of managing my small business.
  2. Why does Airbnb documentation still state 5% to 12%, when my customers are being charged well over this amount, on every booking?
  3. What proportion of guests are being charged at the low end of the advertised service fee - say 6%? What circumstances trigger a low service fee?
  4. Is Airbnb preparing to float the company, and therefore needs to show a greater level of profit?
  5. Is there a risk that hosts, who own the actual assets, pay for the human resources involved, and all associated costs (aside from marketing) may feel the Airbnb platform no longer represents good value for money? Price elasticity is just as important to hosts as guests.
  6. Is this leaving the market open to another major operator who feels they can offer a similar service for much less? Airbnb has already prepared the market with a huge number of enthusiastic hosts with a great deal of experience, all looking to increase their own profitability. It would seem careless to hand them over to another company willing to offer more for less. Why not take great care to preserve brand loyalty from Hosts?
  7. Does Airbnb recognise that, in the past, the brand has been associated with the "feel-good-factor" with ideas of community and sharing. When that community is faced with behaviours that may be associated with corporate greed, positive perceptions could change in a flash. We know from elections around the world that the global community is fatiguing of actions of corporate greed.

Over to you hosts. In case we don't get an answer from Airbnb, we might have a go at informing each other. What's happening in your world?

 

Susan

Feature Request: Change Fee

 

Hotels and airlines charge you a fee for altering your travel dates. This helps offset revenue lost from last-minute vacancies, as well as income lost to lower, closer-to-the-date pricing.

 

We ought to have an option to charge an alteration or change fee, either a fixed rate like $200 or a variable rate based on the average cost per night, like "as per the host's policy, you will be charged a fee equal to one night's stay if this alteration request is accepted."

 

Rationale:

 

I had a regular guest book an entire month, 5 months out. A few weeks before her arrival, she sent an alteration request saying she wants to stay just two weeks in a totally different month instead. I'm doubly screwed: 1) anyone else who wanted to book those dates in the last few months saw that they were blocked. 2) Even if I get another booking, the rates are lower because it's much closer to those dates.

 

If I say no to the alteration request, I lose a repeat customer and I get a bad review. (And maybe she cancels her credit card to avoid the cancellation charges and I don't even get paid.) That's not an option. I have to say yes.

 

Since there's no fee involved, she can do this as much as she wants. In fact, after I accepted her alteration request, I got another one a few days later saying she wanted to shorten her stay to 6 days, and she totally changed the dates again.

 

There ought to be a penalty to discourage this kind of behavior, and to offset host losses in the event of an alteration request.

Screen Shot 2017-11-17 at 2.25.14 pm.png

 

We had a guest cancel a few hours before check in. These guest were moving to the city permanently and got approved for a house the day they were moving in supposed to in. They cancelled their booking as it was no longer required. 

 

As per Airbnb's new process on leaving reviews for cancelled bookings I get to review them. Airbnb however have not changed the review process, so I get to rate them on the same things as if they had stayed - cleanliness, communication and observance of house rules.

 

As these guests have not actually stayed I can't comment on 2/3 categories cleanliness and observance of house rules. While I can leave these as 0/5 I feel that's not intuitive, these options should not be there if the booking was cancelled. Likewise on the guest side perhaps Location, Accuracy, Value, Check In and Cleanliness should be disabled. 

 

If these are not disables, perhaps a note should be added saying they can be left blank if the check in did not occur. 

 

 

I just went in and searched for my home via my small home town, and all three of the Airbnb houses in our tiny town were located several pages back, starting as the 41st property in the specific town name search!  All three Superhost houses - with plenty of reviews - were lost, including mine, behind dozens of homes that are located as much as 50 miles away!  I do understsand why Airbnb would include other homes in the vicinity (although it still hasn't figured out how to do nearby locations very well.)  But, if a Guest is looking for a specific town, then the properties in that town should show first!  Hosts don't list their town names in their title, so Airbnb is not only promoting mis-information, it is punishing those very properties who should show up when people look for a specific placename.  We've been concerned with why we have had very few Views and Inquiries or Requests, when we've been so busy since opening our second home up 18 months ago, and it is because we are multiple pages back in our own home town that has only 3 Airbnb properties!  AND WE ARE SUPERHOSTS WITH 5 STAR RATINGS!  How fair is that!

Hi Folks

 

A thought occurred to me that the reason we're on Airbnb is to get bookings, right!

 

At present Airbnb's only method for doing this seem to be to lower our prices to ridicules levels, right!

 

So, my proposal is that Airbnb put a flag like the one they expect Hosts to absorb, "10% discount".

 

To a flag stating,

 

"No Fees charged on this listing by Airbnb" which is circa 18% reduction that would certainly spur demand, and would both have scope and significance.

 

Regards

Cormac

The Explorer's Club Krakow III

 

 

I was really looking forward to having my listing professionally photographed by Airbnb, however, after seeing the results I was deeply disappointed with the outcome. 

I removed all of the professionally taken photographs from my listing as I think they present my listing in a bad light:  the listing looked sterile and uninviting. 

I had no control over which pictures would be selected and yet I am expected to pay for this service. I was not allowed to select the pictures that were taken whilst they were being taken, I also advised the photographer about items I didn't want in the pictures. He assured me those items would not be there. And yet, when the pictures were uploaded those items were present. 

I would not recommend this service to any other Airbnb host as hosts have no say in the process and yet are expected to pay for it. 

The photographer had the attitude that he was working for Airbnb and not for me. There is an old expression that "he who pays the piper calls the tune", however in this case I had paid the piper and I have no say in the music. 

I would like to offer the following suggestions to improve this service:

1. Hosts should be allowed to see previous work of the photographer so they can select the photographer who best suits their style 
2. Give hosts more control over the process
3. Only charge hosts once they're happy with the photographs
4. Allow hosts to select the pictures whilst the photographer is actually taking the photographs

 

I contacted Airbnb about this on November 11, 2017, and now, nearly 2 weeks later I still haven't received a decision regarding a refund. 

 

Fellow hosts, guests, & the Airbnb team, 

 

After noticing that pending guests’ profile pictures have been greyed out for a time, and after several calls and follow up with Airbnb, I have learned that this is not a glitch, but an “experiment” in which 5% of all global hosts have been enrolled to measure discrimination by censoring guests’ profile pictures.  As a Superhost on Airbnb who has been enrolled without permission or notification…I am disappointed and insulted that Airbnb doesn’t trust me to be non-discriminatory…that as a visual person who enjoys to see the way that people of any race, gender, or ethnicity choose to present themselves and the environment that they frame themselves in are now censored …that Airbnb doesn’t allow me to get to know a stranger a little bit before accepting them into my own home… it makes me feel untrusted…judged…guilty until proven innocent…creeped out (for the guest can see me, my property, and profile, while I can’t see back through that one way window).  To use the cliche “a picture speaks a thousand words”, this move, which did not take into account any feedback, permission, or consensus from hosts, really is a step in the wrong direction. Airbnb is about community and trust. To assume discrimination as a default is really insulting to those of us who are inviting diversity into our own homes. 

 

I have taken the Airbnb pledge to be non-discriminatory, and it is genuine. I enjoy hosting guests of all walks of life, ethnicities, preferences, etc. This should be the default assumption of all hosts until proven otherwise. 

 

When I myself am a guest on Airbnb, in the unlikely but possible circumstance that a host would be discriminatory against me, I’d prefer that host to have the full, unfiltered version of my profile, pictures and all, so that I could avoid being placed in a position where I would be staying in someone’s home who would be discriminatory. 

 

Airbnb, please unblock my guests’ profile pictures. They and I do not deserve to be censored! 

 

 

Thanks, 

 

-Trevor

https://www.airbnb.com/rooms/457547

 

Guest Cancellations - should be seen on their review page.

Status: New
by Ange ‎10-23-2017 10:49 AM - edited ‎10-23-2017 11:05 AM

I would like to suggest  that if guests cancel it should show up on their review page same as it does on the hosts page. Even if a host cancels a year in advance it is there, a huge negative, most people do not bother to look further than "Cancelled". Guest and host should have right of response to clarify why in the spirit of transparency promoted by Airbnb.

 

But, however it's done, in this spirit of promoting honesty and trust that Airbnb states it holds in high esteem, it should be on the guests page, epecially given that even Strict refund has been halved and the host only gets 50% instead of 100%.  Many of us are not hotels, we are sharing our apartment. Knowing someone has a history of cancelling just before check-in would be valued information, given that cancellations especially at peak times are a severe dent to our business, not to mention that the host has no doubt prepared for the guests stay and incurred costs and also limited their schedule to be available to host the guest.

 

Thank you

Price tips are annoyingly ignorant. Fix the algorithm!

Status: New
by Dede 3 weeks ago - last edited 3 weeks ago

Even though we stay 92-96% booked every month, month after month, year after year, the silly "price tips" continue to chime in that we should drop our rates by some percentage (8%, 11%, etc) or by some dollar amount (which always seems randomly made up) because "131 people looked at your listing this week but booked elsewhere for $XX less. Consider reducing your rates by X%".

The reason that all those people booked elsewhere is because WE ARE ALWAYS FULLY BOOKED even at the rates we charge.

Please add some f'ing intelligence to your simplistic algorithms, AirBnB. For example, try learning how to analyze dates way, way off in the future (3-6 months) and offer suggestions for that. Or figure out how to compare the booking statistics for various places in an area and take into account which ones book up 80% 3 months in advance and 95% 2 months in advance versus those that are only booked 45% for the current month.

My point is that your current analysis and algorithms are essentially meaningless and, most likely, leading new, inexperienced hosts astray. Also, they're quite annoying.

After noticing that pending guests’ profile pictures have been greyed out for a time, and after several calls and follow up with Airbnb, I have learned that this is not a glitch, but an “experiment” in which 5% of all global hosts have been enrolled to measure discrimination by censoring guests’ profile pictures.  As a Superhost on Airbnb who has been enrolled without permission or notification…I am disappointed and insulted that Airbnb doesn’t trust me to be non-discriminatory…that as a visual person who enjoys to see the way that people of any race, gender, or ethnicity choose to present themselves and the environment that they frame themselves in are now censored …that Airbnb doesn’t allow me to get to know a stranger a little bit before accepting them into my own home… it makes me feel untrusted…judged…guilty until proven innocent…creeped out (for the guest can see me, my property, and profile, while I can’t see back through that one way window).  To use the cliche “a picture speaks a thousand words”, this move, which did not take into account any feedback, permission, or consensus from hosts, really is a step in the wrong direction. Airbnb is about community and trust. To assume discrimination as a default is really insulting to those of us who are inviting diversity into our own homes. 

 

I have taken the Airbnb pledge to be non-discriminatory, and it is genuine. I enjoy hosting guests of all walks of life, ethnicities, preferences, etc. This should be the default assumption of all hosts until proven otherwise. 

 

When I myself am a guest on Airbnb, in the unlikely but possible circumstance that a host would be discriminatory against me, I’d prefer that host to have the full, unfiltered version of my profile, pictures and all, so that I could avoid being placed in a position where I would be staying in someone’s home who would be discriminatory. 

 

Airbnb, please unblock my guests’ profile pictures. They and I do not deserve to be censored! 

 

I suggest removal or action on hosts who have canceled all the last "n" reservations, or who do not respond on time, causing automatic cancellation.

I made a reservation for high season, generating expectation in the family, blocking credit card availability.

The next day, no response, I investigated the comments about the host and, to my surprise, ALL the comments said the same thing, that he had canceled the reservation or the system automatically canceled.

This caused me inconvenience because, in addition to blocking my credit card limit, I was still late in the search and reservation of another location.

I suspect that this host is not renting his place and left it available on AIRBNB.

In these cases, I think the AIRBNB should proactively intercede, canceling or "tagging" these hosts to avoid inconvenience to guests.

 

Portuguese:

Sugiro a remoção ou ação sobre anfitriões que cancelaram todas as últimas “n” reservas, ou que não respondem no prazo, causando o cancelamento automático.

Fiz uma reserva para alta temporada, gerando expectativa na família, bloqueando disponibilidade do cartão de crédito.

No dia seguinte, sem resposta, investiguei os comentários sobre o anfitrião e, para minha surpresa, TODOS os comentários diziam a mesma coisa, que ele havia cancelado a reserva ou o sistema cancelava automaticamente.

Isto causou-me transtorno pois, além de bloquear meu limite do cartão de crédito, ainda me atrasou na busca e reserva de outro local.

Suspeito que este anfitrião não está mais alugando o seu espaço e o deixou disponível no sistema.

Nestes casos o AIRBNB deveria interceder proativamente, cancelando ou “marcando” estes anfitriões para evitar transtorno aos hóspedes.

I recently received an Instant Book, along with a message from Airbnb that "Guest's check-in time is: 2PM - 4PM"

 

Which is nice, except that my stated check-in is after 3pm.

 

Guests should ONLY be allowed to pick a check-in time that is within the host's already specified window. The current set-up gives the guests the mistaken impression that they can select any time. If a guest needs something outside of a hosts' stated offering, that needs to be sent through as an inquiry, not an InstantBooking.

 

On another forum an IB guest selected a noon check-in on a listing with a 3pm check-in and ended up waiting in a cafe for 3 hours. As a host, I do all I can to set reasonable expectations and delight guests by exceeding them. Airbnb is working against hosts by setting expectations we can't reasonably meet. How can a host possibly have a listing prepped by noon when checkout is 11am and it takes 2-3 hours to clean?

 

Please fix this issue ASAP!

I was awakened at 4:30 AM PST with the ping we know and love. Unfortunately, it was not a booking. You chose this hour to tell me that November demand is great and I should unblock some dates to get more bookings. We usually get this notification 

via  email. While I appreciate your wanting me to have more bookings, waking me up at 4:30 in the morning is not the way to do it. If this is a new idea, please please stop it now. 

Profile Pictures!!

Status: New
by David 4 weeks ago - last edited 4 weeks ago

Please make guests have a profile picture of their face.

Really frustrating when waiting for guests and you do not know what they look like.  At times I have been at my front door looking for a bowl of fruit, a horse, a dog and somones back!!

From time to time, I have an uncommunicative guest, who had registered the landline as his airbnb contact info. That's quite annoying, as you cannot send an sms with the automatic feature on your phone, Contact / Call or SMS. You may call their empty home however. 

Instead, you have to hunt through a long thread of messages (this type of guest requests a very long correspondance in the four weeks before a single night), to find their mobile phone, if they have given it. If you find it on the thread, you can't copy it  in the phone function, as the whole message is copied. 

I suggest, that airbnb prompts members to set their mobile phone as first registered phone, even hosts. (They do travel one day)

And explain, that the normal function of airbnb system requests them to be reachable during their trip.

 

In the same sense, I would like, if the app downloads all the contact info and details of current and future stays, to delete it from temporary storage only a week after a stay. 

If you have a lot of pending trips and someone sends you an sms on the street, sometimes you have not all details in memory, but it would be great to look them up without using phone data, to be able to answer. For guests it's even more important, they arrive on an airport and have no local phone data, but most can send an sms. Besides, it's cheaper to look up everything on the app memory, switch on the data for one check of emails and to send one text, then to use data to check long known facts. 

Today, if you open a newspaper app, all the articles on your choice of chapters are downloaded and stored on the phone or tablet. If you read them offline, you have no big pictures, but you have the texts, thumbnails and style elements of the pages. 

I believe the details of reservations already checked that day stay available already, but not for the reservations, you did not check recently. 

Guest need access to booking confirmations, messages with arrival data, host phone numbers for all reservations of a trip, to plan correctly. 

This was a handy feature on the dashboard notifications page. It would tell me who I have not yet left a review for and how many days are left to review them, as well as the reviews I can review because the guest left theirs too. This is no longer there. Now I just get a notification telling me I can now see a review because we've both left one. The list of those I have forgotten to review isn't there.

 

Please bring this back!! It was useful!

Purpose of Guests Trip

Status: New
by MacClurg 4 weeks ago

This week I noticed that I am getting "boiler plate" descriptions from prospective guests on the purpose of their trip. For example "I am traveling for work". I can guess that airbnb has given them a small list to check off and the host gets to see this formulaic response. I do not like it! It takes the peronsal, human element out of the guests communication, and turns it into a blase, minimalist response. I find it much more interesting to hear for example: I am going to a musicologists conference at your local university; or we are visiting local colleges to consideration for my son; or, I have a medical resident interview at your local hospital. Airbnb you are taking the human element out of the communication. Not good. Stop trying to turn this into a cold business! Disappointed host.

 

Guests should have to take cancelation insurance versus being not paid for the reservation when guest cancels last minute.  What I have had to resort to 

I had several guests cancel due to this "extenuating policy" all the guest has to do is send a "doctors note" this note can be written by anyone and all they have to do is use a doctors name on line that airbnb can verify this person is a doctor by looking him up on line airbnb cannot call the doctor to verify the conditions of the guest nor even ask if they are a patient of the doctor it is against the hippa privacy laws.  So this can be completely fake 

 

Get program airbnb VRBO requires guests to get insurance for this and does not allow a cancelation due to this.  Also I had a guest cancel due to a missed flight by the airlines they cancelled due to weather and airbnb allowed that as well and I got no monies on about 5 reservations due to this policy.  This is not right I have resorted to not allowing airbnb to book any reservations but last minute ones or that are for holidays or prime time.  I only rent non prime time or last minute on airbnb now.  

Major flaw in how the app displays house rules

Status: New
by Louise on ‎10-20-2017 02:54 AM

Recently I had to cancel a guest's booking as it was clear that she hadn't read my House Rules and the place was a bad fit for her needs.  She told me that she'd booked via the app and that my additional House Rules (and they are legion...) weren't shown to her.  I checked, and she's right; they aren't.

This is crazy.   Please fix it, ASAP.

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