I have been an AirBnb host since 2013. At that time, AirBnb (at least publicly) defined itself as a matching service for "hosts" with an extra room and "guests" looking for a personal stay. As with a dating site, both parties were required to submit profiles (school, work, interests, photographs) and there was no punishment if a host declined a guest because they felt the guest would not be a good fit. Guests expected to be housed not in a subway-tiled apartment with a digital keypad, a Keruig, and minimal with-host interaction, but in a child's former bedroom sharing a morning cuppa with a good-hearted guide to the neighborhood.
As the company "matured," the "entrepreneurial" as opposed to "sharing" model lost out. AirBnb encouraged (though it demurred from saying so directly) hosts to buy properties expressly to rent them. The human connection was discounted and the “consistent experience” was encouraged. Someplace along the line, the profile requirement was eliminated and the algorithm started punishing hosts who refused to embrace Instant Booking. If a host has to cancel a reservation (except for a death, for which a certificate is required) not only are they shamed online, but also lose Superhost status for an entire year. If a host turns down a request, they are required to fill out a form saying why they did so, or may even be subject to an accusatory phone call from one of AirBnb’s live employees.
Recently AirBnb initiated a policy of not releasing a guest’s photo until approved by a host. At this this point in the process, hosts are goaded into accepting all comers.
In my opinion, these actions hurt hosts who bought into AirBnb’s original save-the-planet message—and I was one of them. I love hosting visitors, but I also know only a certain demographic will enjoy what I have to offer. I should be able to control who I invite into my house—with my belonging and valuables—and me. (I had one guest-from-hell who broke not only my clothes dryer but also several antique mementos, but AirBnb made the process of filing a claim so onerous, I let it slide.)
A year ago, after a dearth of booking requests, I noticed that my listing—which has Superhost status and 73 5-star reviews--had been demoted to the second-last page of listings in my city. When I was able to get through to a live person at AirBnb I was given a vague answer about being unable to explain how the algorithm worked.
And two last things: Taking a cue from the airlines, AirBnb now lets hosts fudge the prices on their listings by not taking “cleaning fees” and “service fees” into account until check out. I could play this game, too, but it’s cynical. In the world I want to believe in, what you see is what you get….no games: pricing transparency from the get go.
Similarly, by encouraging off-site hosts into the market, AirBnb drives down the income of it's long-standing members. Of course this works in their favor. 3% of two $50 rents nets AirBnB the same profit as 3% of one $100 rent--plus they get the added kick (from guests) of two booking fees.
It bums me that I may have to sever my relationship with AirBnb. Over the years I’ve met individuals who have become friends and colleagues. I’ve made a little extra income. I’ve enjoyed the experience. But in the way of all tech companies (it seems) idealism has given way to cover-your-ass profit-making. It breaks my heart.
