Unverified guest/no profile photo able to book

[Jace4]

I have one of my guest rooms that I have opened up as a listing for the past month, and it has gone pretty smoothly. I have instant book on with the normal requirements plus pets, noise, stairs, etc, but I have my first guest that has a newly created profile without a photo or reviews that was able to book the room in mid February. I am a little annoyed, and have started being snappy with the support person I have been paired with because on the app it clearly says all guests will have verified profiles and a photo *before* they can book (open app > go to listings tab > select listing > booking settings > Guest requirements > Airbnb requirements).

"Your guests will always meet the following requirements before they book.

Confirmed email address and phone number

Upload a profile photo

Write an introductory message

Provide payment information"

The support guy linked me to these two pages:

1. airbnb.com/help/article/67
2. airbnb.com/help/article/1170

Article 1170 says that a photo for a guest is optional, but the app makes it seem mandatory. I feel like this needs some attention, as it's a safety issue for everyone. I don't want a random, unverified, unidentifiable people coming into the house. I have updated the instant book so guests need positive recommendations before booking, but that seems like bad marketing since all the people that have stayed so far have been young and just starting their traveling post-university or while on break from school, so they don't have many trips under their belt, yet.

Update: the support guy asked the guest to upload a photo to his profile. It's not a great way to handle the situation. I would like Airbnb to have one rule on this issue; not two conflicting rules.

[Kelly149]

@Jace4 I think it will be a recipe for frustration if you expect guests to automatically have good profiles. ABB just makes sure that the credit card clears. If you’d like to be sure that you get good profiles put something in your rules about what you expect in the profile “clear recognizable face photo, About Me section, verified govt ID”. Then at least you have rules grounds for cancellation or insistence on better info. 

Some hosts also tell guests that they will verify govt ID at checkin

[Jace4]

I'm not too worried about the guest, honestly. It's the inconsistency of Airbnb's policy about this that I have issue with. If you have parameters in place, you need to enforce them across the board in a singular manner.

[Zappa0]

Hi Jace- I share your concern. I recently called Airbnb about it because it clearly states on the App that Airbnb requires a profile photo. It is their requirement, and yet the last few weeks I have been getting requests from people without. They assured me on the phone that it was required but yet more and more without. Not inquiries, full on requests, acceptance, no profile photo. Just the little blob avatar.

Quick story: Two years ago, I had a guest get booted off airbnb for security reasons before her stay. They wouldn't tell me why, but Airbnb cancelled the reservation on their end and sent me a vague email about how this situations are "rare." Interesting. The X guest had her boyfriend create a profile a few days later and send a request for the same days. It was a festival week, so that didn't surprise me. I accepted not realizing they were together (they said nothing about the cancellation or getting booted off the website) and they showed up at my door. Well, at my dock. My dog ran up to greet them and I stopped cold...I recognized her face as the one who got kicked off. I called Airbnb immediately and they told me not to let her in my home (boat) but still wouldn't tell me why. The ONLY reason why they weren't in my home was because I recognized her face - from the PROFILE PHOTO! That could have been a potentially dangerous situation had I not caught it. And my boat didn't lock, so I spend the night wondering if they were going to creep in. Not a good experience.

Sorry, but what's the point of even having that as an option if it isn't going to be enforced? Like you, I have my doubts about this as well as their entire verification system. People uploading photos of dogs, clouds, and mountains as profile images (dear guest: you look a little sunny/furry today).

Also..people using other people's accounts for traveling when they aren't even on the trip. I have a problem with this as well. Makes communication complicated and doesn't hold the right person accountable when they lose/break things.

The inconsistancy is remarkable.

[Marla12]

Jace

The key with Instant Book is you should require 

1. the government id verification

2. that they have already stayed and have been' recommended' by at least one other Host

These are both options you can shoose when you choose Instant Book.

AIRBNB is really big on pushing INntant Book, not sure why, more money for them? The idea that a person(s) can simply Book our Space with no ID verification and no previous stays is unthinkable to us. When we first LIsted the Instant Book was  automatic, we did not even know what it was or how to turn it off for about a month. Whew! We shut that thing down! We do not want Porn filmed in our Space or illegal drug transactions or use and you can imagine if all you have to do is input a credit card, NO ID, NO prior stays and get into someones house?! Yikes straight up scary to us and RISKY

Cant beleive the way AIRBNB pushes this-must have mega insurance

[Isabel203]

I agree with you @Jace0: I would love to see AirBnB consistently requiring a clear selfie on the profile before allowing a guest to book. I haven't yet put it as a requirement on my house rules, but it may be a good addition...

[Marzena4]

@Jace4 @Kelly149 @Isabel203 That inconsistency...

From here: https://www.airbnb.com/help/article/67/why-do-i-need-to-have-an-airbnb-profile-or-profile-photo  

"and guests are expected to upload a profile photo before checking into their first reservation."

So if they are expected, let them do so...

[Zappa0]

Yes but on the APP It ALSO says:

Guest Requirements: "Airbnb Requirements" Airbnb has requirements that all guests must meet before booking:"

Confirmed e-mail address, Confirmed phone number, PROFILE PHOTO, Payment Information, Agree to House Rules, Tell your trip purpose."

It also used to allow me to require a government ID, but that is reserved for Instant Book only now.

So, is it EXPECTED before checking in, or REQUIRED before Booking? Which is it Airbnb?

[Jim-and-Marcia0]

Straight from the Airbnb website:

"Guests are expected, but not required, to have a profile picture."

How about that to confuse all of us!  I'm adding "Profile Photo Required" to my house rules, because obviously Airbnb is lax about this. It's important to me.

This is also straight from the Airbnb website:

Why do I need to have an Airbnb profile or profile photo?
"Your profile is a great way for others to learn more about you before they book your space or host you. When your profile is robust, it helps others feel that you're reliable, authentic, and committed to the spirit of Airbnb. Whether you're a host or a guest, the more complete your profile is, the more reservations you're likely to book, too.

We require all hosts to have a profile photo, and guests are expected to upload a profile photo before checking into their first reservation.

A great profile includes:

At least one profile photo that shows your face. This is helpful so hosts know who to welcome into their home.
Multiple verifications and a Verified ID.
A description of at least 50 words highlighting why you decided to join the Airbnb community, your interests or hobbies, or anything else you think someone would want to know."

[Steve407]

Agreed 100%

[Richard523]

 I have just receievd a reservation as in this conversation. A reservation without a profile photo. As a host myself I find that Airbnb policies lean to favor guest over host. We as host have to jump through so may hoops and hurtles to prove we are worthy of offering our personal space to outsiders. Through our reviews and stats and the requirements for superhost are very unresaonable. Without guest being required to do the same. We must prove ourselves without question. And it has not been easy trying to get an answer why. I ended up here only to see that this is nothing new. They seem to forget without the host they have no guest and they make no money. I have been in business for many years before joining Airbnb and have done just fine without them. Its hard to believe a company that goes so far out of their way to make sure we (host) do not discriminate, cancel, refuse or otherwise agree to be controlled by their mindset. Does not apply the same principals to guest. Its really getting old! 

[Jiw0]

Having a photo is bad because racism. 😉

[Suzanne302]

I had a guest request to book with no profile photo. I kindly asked that she upload a photo and explained it was because I like to verify the person who is booking is also the same person who shows up at my house. She had no problem with the request and uploaded a photo almost immediately so I confirmed the booking.

I'm sure there are many reasons for no profile photo, one being my guest, as a new user, just never took the time to upload it as she didn't understand the need.

If someone has an issue with uploading a photo after I explain it's for safety reasons, or if they are offended, that is probably not someone I want in my house!

[Jim-and-Marcia0]

@Suzanne302   I like how you phrased your explanation as to why the profile photo is important to you. Clear and succinct.  I'm going to borrow that!

I have an IB guest arriving tomorrow. The guest is new to Airbnb. After politely asking the guest to upload a profile photo, she/he messaged back... "I sent my photo to Airbnb already when I made the reservation." So I responded... "Oh I see. I understand this is new for you. The photo required in the verification process is different than the profile photo. Hosts only see what a guest puts on their profile (photo and introductory message) we don't see the ID details that Airbnb uses for the verification process. Airbnb recommends the use of profile photos for both guests and hosts. We find it helpful to us." We'll see what the guest does. I'm not worried, but if the guest doesn't want to upload a photo, I'll check their ID upon arrival. Usually I don't find that necessary if the profile photo is of the same person who shows up at my house. There may be a legitimate reason why a person wouldn't want to reveal too much information on a public internet platform. This guest uses just their first initial on their profile, no photo, no profile description. However, after booking, I do have their full name and can see where they're from. The name and town are unique enough, that I wasn able to find out more about them with a quick google search. The guest seems perfectly fine.

[Ro-and-Mo0]

How do you feel about these rules?—

“There are a few reasons why you might not be able to see a guest's profile photo.

The booking isn't confirmed

Profile photos aren't displayed until a booking is confirmed. Once a booking is confirmed, you'll be able to see the guest's profile photo. Until then, each guest's profile photo will appear as a unique profile icon.

The guest doesn't have a profile photo

We ask guests to add a profile photo when they sign up and again when they request or book a reservation. While guests can book a place without having a profile photo, we strongly encourage them to upload one before they check in.”

***********

I understand that this might be a way to discourage discrimination  but there has got to be a better option than inhibiting the hosts’ rights to exercise their discretion.

I have also been informed that the hosts are not allowed to require their guests to show their ID which means that we cannot ask for their addresses either.  Since that’s the case, then how can we be sure that Airbnb would be able to find the guests  if they were to commit a serious offense  against the hosts or other guests?  

I think that we should be allowed to get as much information that’s needed to verify the identity of the guests that we are welcoming into our homes because trust in the Airbnb community should be mutual.  Kinda like “Since I gave you my address, why don’t you give me yours?” Am I being unreasonable?