Another update which will increase guest refund requests

[Mary419]

I’m very concerned to see this new update.

Giving a guest 72 hours to report problems instead of 24 hours is going to make the free stay scammers ecstatic. 24 hours was plenty. Why should a guest get to complain about cleanliness after staying for over 2 days?

After hosting thousands of guests I can give many examples including once when I went to re-clean a kitchen floor for a family who clearly had spilled their own takeout food sauces all over it and then told me the floor was dirty. I’m getting very worried about the future of this business when I see changes like this:

 

[Mark116]

@John5097  Wait, so the 3 penalty free cancellations for Instant Book are gone now too?

HAHA.  Gee, thanks Host Committee for making sure the host voices are heard.  

[Sarah977]

@Mark116  Yes, between our Host Advisory Board and our Head of Hosting, everything has gotten way worse for hosts since their tenure began. I can't think of one positive change for hosts in the past 2 years, and plenty of negative ones.

And when I point blank asked C. Powell on a thread about suspensions what her position was on hosts' listings being immediately suspended based on an unproven guest report, she ignored the question. All she ever has to say is that they are "listening". A statement which means exactly nothing.

[John5097]

@Mark116 It only implies that all this policy would apply to all reservations, which would include IB as well. Its not clear if the other IB penalty free parts of the 3 cancelations would apply or not, such as not blocking off dates, not being counted as a cancelation toward super ho status, etc 🙂 

[Mark116]

@Catherine-Powell  I somehow missed the previous change made where hosts are liable for the cost of rehousing guests who report a 'travel issue' which could, apparently, be something as simple as a spider or a dusty refrigerator top.  I find this incredibly concerning.  Is there a monetary limit here?  Or if someone is rehoused after a travel complaint for 2 weeks and the only place they can stay is a $400 a night hotel, that you would expect the host to pay more than $5000?

Could you give some numbers on how many times hosts have been forced to pay the cost of rehousing a guest and what some of those circumstances have been?  I can assure you that if Airbnb ever forces me to pay for rehousing a guest over some bizarre, tiny complaint such as dust in the corner, that it will be the end of my time in the Airbnb community.

It's is extremely demoralizing to see that almost every change Airbnb makes is to put additionally financial pressure on the host community. 

[Mary419]

I shut down my account with the competitor which is the major B word due their rather benign version of “you owe the difference” policy.

In the Booking terms, it’s only if you can’t honor the bookings. Not if the guest has a complaint. They don’t have that for any other reason than a owner initiated cancelation. So it’s pretty fair.

When I used them I reported an ical synch failure once and they removed their double booking for me without penalty then months later it happened again due to an airbnb or V site outage… and I got another double booking which I noticed myself thankfully in advance of arrivals .  Well over a month in advance. But the B dot com agent that time wouldn’t waive that policy for me. Even though I could show the first booking happening on the other site way before… and a case report of a site outage causing ical failure..: so not my fault.

Their stated policy to charge me for the difference even though I could prove it wasn’t my fault made me cancel my listings on that site for safety. 

I personally do not plan to accept the new airbnb TOS and after having something around  25,000 bookings through airbnb this is kind of a big deal 

[Emilie]

Hi everyone, 

Thanks for all your feedback on these changes so far. I understand you feel very strongly about this policies and we’ve collected all your comments and fed those back to the team.

While I hear your concerns, I’d like to however ask you to please remain respectful and refrain from making personal comments about both Catherine Powell and the Host Advisory Board members here. They are all people, just like you, and you know we do not allow this kind of interaction on the Community Center. Please refer to the Community Guidelines here.

Many changes were brought forward based on your feedback in the past few years, such as some changes to the ESA, the party ban the update to the EC policies -to name only a few. We know a lot of work remains to be done, and that’s where all your suggestions and feedback in the Community Center here comes into play. Thanks again for being so pro-active and open about sharing your thoughts on how we can improve the platform going forward!

Emilie

[Mark116]

@Emilie   I appreciate that you are only doing your job, but let's be realistic.

1) Parties.  Airbnb does not care about guests throwing wild parties and trashing the host property.  If they did, they would not have evaded addressing the issue for years, right up until there was a mass deadly shooting in the US market, and even now, based on what I see on this board, other than the algo changes, hosts still have a difficult time getting damages for parties and dealing with guests who break those rules. 

2) ESA, that is indeed a great change, but here again, Airbnb is pretty late to the party as the rest of the hospitality/travel industry pulled the plug on ESA's being treated like service animals a couple of years ago,

3)  The EC policy still seems very guest centric, and appears to have gone back to what it was at the beginning of the pandemic, where the guest says 'covid' and gets a refund without providing documentation.  As well, travel issue, means whatever Airbnb wants it to mean.

Just as an aside, I found that my custom prices for the holidays  had disappeared and reverted back to the regular rate.  When I changed them, Airbnb didn't seem to think that possibly New Year's Eve in the NYC area should be priced higher than normal.  

[Victoria-And-Todd0]

What looks like a "great idea" on paper or in PowerPoint presentation does not make it so in real life. Airbnb has a long standing propensity to PR at owners/host expense, and this is nothing but poorly thought our PR campaign. Since 2020 the amount of vacation rental fraud increased exponentially, and this badly designed "policy" is yet another "idea" that will increase the amount of guest fraud. It only took major shooting incidents and press frenzy for Airbnb to finally acknowledge and act on over-occupation, when hosts were begging to do something for YEARS, just to be completely ignored by Airbnb. Same will happen with this "policy". In the meantime, it will lead to Airbnb losing prime inventory ( what reputable host wants to risk their big investment for not only nothing, but to be penalized on top of that?). I am pretty sure the scammer forums are abuzz with the news, and the scam wave is about to hit. I can assure from 1st hand knowledge that host/owner/manager forums are also abuzz, and  not in a good way for Airbnb. Owners/hosts/managers are RAISING their Airbnb rates significantly, reducing availability windows, lengthening minimum stays, or pulling their listings altogether. I suppose Airbnb does not care about losing well established reputable hosts with high rated accommodations as it has enough incoming starry-eyed newbies believing the hype and  ready to make a quick buck renting their windowless moldy basements or hastily converted unpermitted attics.  If that is the kind of "inventory" that Airbnb wants to have to compete across the market,  then Airbnb's new policy puts it well on the way to achieve it. The exodus of quality rentals has already begun. This may be the last straw for many.

[Victoria-And-Todd0]

add to that atrocious handling of a natural disaster. Right now there is 3700+ acre wildfire going in Pigeon Forge /  Wears valley area (Smoky Mountains). Several properties (I hear up to a 100 now) already went up in flames. When hosts are calling to cancel upcoming reservations due to roads being closed by fire crews, power outages, etc.  Owners have been "penalized" for canceling reservations that they cannot fulfill due to natural disaster. Owners should be commended for having guest safety as 1st priority. Instead, Airbnb reps demand jumping through hoops and demand "proof". Just google it - it is all over the news including maps of affected area. Another anti-host/anti-owner stance by Airbnb. Airbnb treats owners/hosts as if they are "guilty until proven innocent".

[Virgil8]

Emilie, here is an example of the problem we are ALL talking about ABB, I don't believe anyone here has written anything disrespectful about  "Catherine Powell and the Host Advisory Board members here". correct me if I am wrong. 

I live in the USA and Freedom of Speech is a freedom we do not take lightly. Just because a person or persons cannot handle the truth about their ineptitude, does not mean we should be silenced!

I too will NOT AGREE to the new TOS come April 22nd, 2022, I refuse to be held hostage to one sided predetermined dispositions. 

Adios!   

[Donna1157]

I wish direct clarification regarding the rights of owner/hosts who have a legally drawn up Rental Agreement that our guests are required to agree to and sign prior to our accepting the booking (no I don't nor ever would accept instant booking especially from this platform). I refer to the statement in the new policy:
Other things to be aware of
This Policy applies to all reservations made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy.

Our  RA/Legal Contract stipulates that, in basic terms, "stuff" happens, and given our rural area there will be difficulties that we must endure to have repair people arrive in a timely fashion.  

Does this new policy attempt to circumvent my contract with our guests (a requirement as noted in my listing) that states specifically:

Condition of the Unit: The Unit will have been inspected and documented prior to occupancy by Guest. Upon arrival to the Unit, Guest must promptly report any inoperable equipment to the Owner.

Repairs. The Owner will make every reasonable effort to have any needed repairs made. However, due to Owner’s remote location and the distance for service repair providers in the area, Owner cannot guarantee the timing for repair. No refunds will be issued for malfunctioning equipment unless it poses a safety hazard, in which case a prorated refund will be given. Non-essential equipment and facilities are provided at the discretion of Owner. Owner takes no responsibility should any non-essential provisions breakdown or become unusable. Such equipment includes, but is not limited to: TV, VCRs, DVDs, and Jacuzzi.

While every attempt will be made to ensure that all advertised equipment and appliances are in working order at the commencement of Guest’s stay, no reduction of rent, rebate, or refund will be issued for a mechanical failure of heater, dishwasher, washer, dryer, TV, refrigerator or other appliances.

Mechanical failure of essential property facilities such as water systems, plumbing and electrical systems, and major appliances such as stove or refrigerator, must be reported promptly to Owner. Owner will make every effort to immediately repair or replace such facilities.

[Laurie6]

I think it is clear that it is circumventing your policy with your guests.  After that the only recourse is in small claims court. So a signed contract is critical for every booking.

[Tina627]

Hi Donna,

You created this legal policy for your guest?  When do you have them sign it?  Also would it even over ride Airbnb policies for guest?  

Thanks,

Tina 

[Donna1157]

@Tina627 thanks for your question. 
These are my booking steps with Airbnb (and for that matter all OTA platforms)

1. I do NOT-nor ever will- accept instant booking. P.E.R.I.O.D.

2. I state in my description and in the truncated space allotted for rules that a signed RA must be completed as well as registration form that includes car make/model and license, plus legal picture ID. Failing that PRIMARY RULE, stated clearly and foremost that it becomes my "right as the owner" of the house to not accept the booking and cancel for failure to follow RULE NUMBER ONE.

2. Given there will be no communication outside the platform of ABB- I am forced to accept the booking first. Then I send to the guest via email my 17 page lawyer-drawn document (yes it has everything up to and including the kitchen AND bathroom sinks). This is triggered via the use of my PMS- OwnerReservation

3. PLUS, I send a link to my registration form made via JotForm that asks for names and information of Lead and other guests,  repeats my guest and dog limitations as well as asks for their preferences in an easy to remember door lock code and welcome basket goodies and beverages.

You asked, "Also would it even over ride Airbnb policies for guest?"
Well now, that is indeed the million dollar question isn't it. @Stephanie @Catherine-Powell 

This is why I have not limited my options to just one platform and have no worries about leaving should the answer be that legally signed contracts between guest and hosts are nullified by the corporations desire to make a buck. 

[Gillian166]

you seem to be well booked but I have to say, as an honest excellent guest this process would be really off-putting.  Do you get many who just decide to cancel and book elsewhere?  I do like the idea of letting guests know that we are not hosts to be trifled with, but I need to find a gentle, polite way of wording this.