Uber doing a better job at protecting drivers than Airbnb protecting hosts...

[Pete28]

http://www.dailymail.co.uk/news/article-6132411/Looking-elusive-five-star-passenger-rating-Uber-tips...

Interesting to to note that an uber passenger will be suspended for abusive behavior, property damage, defamation etc etc.

Airbnb is falling behind. If guests cause damage, are abusive, or defame the host Airbnb seems to inpgnore the problem or expect the host to resolve it. I see lots of threads with hosts being removed - if Airbnb had a less tolerance to extra guests and property damage I imagine we would get better behaved guests....

[Valeri9]

During the course of a Support ticket convo with an Airbnb rep today, I literally got the "well just because you're a superhost doesn't mean you get special treatment" crap. I work hard for my Superhost satus and, yeah, I guess I expect to be recognized. Isn't there an alternative to this abusive platform?

[Fred13]

"Isn't there an alternative to this abusive platform?" Not really, probably why we both been with Airbnb for 4 years.

[Andreas-and-Anna0]

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@Valeri9 wrote:

During the course of a Support ticket convo with an Airbnb rep today, I literally got the "well just because you're a superhost doesn't mean you get special treatment" crap. I work hard for my Superhost satus and, yeah, I guess I expect to be recognized. Isn't there an alternative to this abusive platform?

but she is right

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[Christine69]

Three  words....THE RUN AROUND!  I'm having more trouble with AirBnB's S and T team than I had with the disrepectful guests who damaged several items in my home.  It's very discouraging but I realize it's their job to give the run around. They are trying to get me to drop my claim. You see, they make more money from the guests than they do from the hosts so staying on the host's side is imperative to running the whole internet business.  They don't care what happens to a host's property.  They pretend to care BEFORE you book, but don't give a hoot if something happens.  They want as many bookings as possible.  Cha Ching$   Has anyone gotten $ back for security when a guest has ruined something SO bad that you have to replace it?

[Lizzie]

Hello @Pete28,

I hope you are good.

Earlier in the year, we shared some more information here in the Community Center, around what happens if you flag a guest's behaviour. I wonder if you have seen it? When guests get negative reviews from hosts, Airbnb does follows up.  Here is the post, if you want to read more.

Lizzie

[Aurora62]

@Lizzie, no it doesn't. "Revenge reviews", which are against Airbnb ToS, are allowed to stay on hosts'page even though Airbnb can easily verify their claims are false.

[Lizzie]

Hello @Aurora62,

I hope are good.

Yes, you are correct it doesn't specifically address 'Revenge Reviews' that is another topic area.

I wanted to share this link because it does explain a little more about what happens when a guest is flagged by a host – that negative behaviour, isn't just ignored by Airbnb. Safety is taken very serious by the team and in some cases, can result in the guest being blocked from booking entirely. 

Thanks,

Lizzie

[Christine69]

Lizzie, The team working on my Safety and Trust claim is not "trusting"  me, the host, at all.  They are clearly siding with the guest by saying "you cannot arbitrarily charge the guest for items needing to be replaced in home." 

Note: My claim is for the mess guest's dog made on my bed and expensive rug.  I have a NO PET POLICY, that they disobeyed and when I asked them to please pay for damages they said to drop it.  Some soiled items they claim as being "everyday wear and tear".  

The major issue is that photos do not have a smell.  The S&T team and Resolution team have no idea of the damages made by pet when they cannot SMELL the stains in the mattress and carpet.

[Pete28]

I didn't make it through he 400+ comments, but the ones I did read suggest that the review system and damage deposit is too little, too late to prevent bad behavior, and that standards and expectations need to be set for the guest community ahead of time.

That is what uber is doing by spelling out that bad behavior (property damage, extra people, smoking, bad language, abuse) will not be tolerated and will lead to a 6 month ban.

[Victoria567]

I think the problem is with us hosts ourselves not being specific in our house manual/ house rules that guests can/should read before booking.

The Property description should be crystal clear regarding the maximum number of adult guests per bedroom so if your bedroom has a maximum of 2 guests and 3 guests turn up at midnight you just do not let them cross your front door.

Also I do not have a self check in.

It does mean that for the months I host, I do not go away on holiday etc but I’m firmly at home to personally check in who is sharing my home with me.

Having such a strict set of house rules means Ive got less bookings than last year, but then air bnb has mushroomed locally so that could be a factor.

This year I’ve had a real decline in the quality of guests despite my rigorous attempts to weed them out prior to booking with my house rules, I hate to think what other headaches I would have had if my house rules were not so strict.

[Pete28]

Uber seems to be upping it's game :

https://www.ft.com/content/8b17a240-b1a2-11e8-8d14-6f049d06439c?desktop=true

Uber plans to ban passengers in Australia and New Zealand from using its ride-sharing services if they are awarded low passenger ratings by drivers.

The policy change, which is due to come into force on September 19, represents an attempt by Uber to improve the behaviour of passengers by using its star ratings system as a type of social credit system that restricts access to its app.

Passengers who fall below a minimum average rating — typically four stars out of five — will lose access to the Uber app for six months.

[Paul154]

@Pete28,

Let's not forget UBER's superior streamlined rating system AND there wonderful suggestion for tipping too 🙂

I believe these two differences is why UBER drivers always have super nice service!

[Pete28]

We could do with a tipping feature 🙂

I've not tried the new guest side Airbnb rating system, but the feedback elsewhere on here has been very poor. It also seems much clearer to the uber user that anything less than 5* is killing the drivers business.

I also note that uber drivers are unionizing in Seattle...

[Jess78]

Pete I hadn't heard about the unionization of drivers in Seattle, that will be really interesting to watch what happens and how. Keep us updated about that.