I just spoke with a customer service representative about the lack of hosting tools needed to add information about new lodging taxes in Massachusetts. I asked when and how Airbnb would address the collection of new taxes in Massachusetts. She informed me that Airbnb is presently not permitted by the State of Massachusetts to collect taxes. She also informed that my only recourse as a host was to collect the taxes in person from the guest, or to use the resolution center to make a claim against the guest. She further said that the only place on the Airbnb hosting platform to inform the guest of these required taxes was in the house rules.
These options are a shockingly insufficient response to both host and guest obligations. Putting an added tax requirement in the house rules is tantamount to fine print "gotcha" fees for a guest, and puts hosts in the uncomfortable and inhospitable position of in-person tax collection without effective notice, or creating resolution center claims tailored to conflicts or misunderstandings with guests. None of this is the spirit of the Airbnb concept of "hosting," let alone "superhosting." As I guest I would be taken aback, and as a host I am not only frustrated and embarassed by the process, but also on a legal hook for tax accountability and reporting that Airbnb is not responsive to or interested in.
When I asked for a simple software adjustment to the platform - eg., a category like a pet or a cleaning fee, even to explain the taxes as upfront extras (and not automatically included in the price collected by Airbnb) I was referred to a suggestion form. I was also told simply to raise my overall price to accoutn for the new fees. I explained that that was an inappropriate and possiblly illegal response, as tax collecting and reporting requirements need specific notice and documentation. When I further expressed disbelief at Airbnb's lack of technological, adminstrative, or proactive legal response to this issue, I was told that Airbnb's terms and conditions provide me an opportunity to rent my space and that the rest was essentially my problem.
If anyone can let me know what more helpful response from Airbnb they have had about lodging taxes, I would be grateful to hear it. Also, how do VRBO and TripAdvisor compare in their support and platforms on this issue? Airbnb appears to be so monolithic now that their customer service is minimal and defensive. Shame on them. And shame on Gov. Baker for signing a law without forethought, lead time, or guidelines. Perhaps Massachusetts tourism industry will take a hit, as will again the ordinary folk trying to survive this economy.