A new system to hold guests accountable

Sybe
Online Community Manager
Online Community Manager
London, United Kingdom

A new system to hold guests accountable

guest-accountability-XL copia.png

 

 

 

When you welcome guests to stay in your space, it’s essential that they respect your home, follow your house rules, communicate promptly if issues arise, and avoid creating a mess. So, we’re introducing ground rules for guests – a new set of enforceable standards that all guests must follow.

 

If a guest breaks ground rules, they get a warning the first time. If the issues persist, they'll be suspended and, if necessary, permanently removed from Airbnb.

 

You’ll still be able to write any additional house rules for guests to follow. And if a guest violates any of your house rules, we’ll support you if you need to cancel the reservation early. 

 

Read more about it on the Resource Center.

We're happy to announce our 6th annual Month of Celebration!

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78 Replies 78
Paresh3
Level 2
Budapest, Hungary

Tried the request to remove what I consider to be retaliatory review. It seems this information has not fed through to the Support team!

 

Other Superhosts have made similar comments about the same guest and yet airbnb think it is fine, without even asking me for any further info. How airbnb support can possibly decide without all the facts is beyond me. I am not even sure just how far their ' investigation' went. 

 

Sadly disappointing that airbnb always appear to be on the side of people with little or no reviews and ignore their "Superhosts". It's a joke!

Emilie
Online Community Manager
Online Community Manager
London, United Kingdom

Thanks @Paresh3 for your feedback on the new policy. I'll share it with the team, and nudge them as well to follow-up further with you since it's not been resolved yet!

 

Emilie

 

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Warden0
Level 2
Canberra, Australia

I wonder if guests have access to these forums, if so they would probably claim unfairness. However there a many colouful reviews left by guest regarding Abnb experiences on product review website.
Rules are good if host could prove the guest violated them, but if guest deny, Abnb refers the claim to insurance department who has a high standard of proof insisting on a full report from expert witness such as plumbing inspector at the expense of the host who is not guaranteed to be reimbursed should that report not deliver a connection between the guest and the damage, the guest could simply say they did not do it or not their problem so then you need to get forensic team to match up their DNA to the item damaged (where they deny touching it) which could be much more than the cost of the replacement or repair, then when the host find more damaged items within the time period the insurance department has closed the case as those items are not covered and no reason given.
If a host is new or not hosted for a while and unlucky to get a row of bad guests their listing is removed permanently. Accountability seems unlikely unless you have an honest guest who volunteers to pay for damages anyway, and those could be the 5 star review holders in most stays.

JoandJoe0
Level 3
null

@Sybe  @Catherine-Powell  @Emilie 

Yeah, sorry but I don't have a lot of confidence when the process doesn't REQUIRE the guest to provide an ID. 

If you don't mandate the person provide an official Government ID and a matching selfie, you're opening up a huge potential identity theft loophole. 

This is why, regardless of AirBNB policy, I require my guests to send a photo of their ID to me through the app. I mean, if Brian Chesky can require it in his House Rules for the purpose of running a background check, so can I.  I will protect myself since I don't trust AirBNB to do it for me. I mean seriously, would YOU trust a company that suspends a host's listing because of misbehaving guests? I don't.

Per AirBNB...

As part of the identity verification process, we may ask you to provide us with: (Or you might not...)

  • Legal name, address, and/or other personal information. Often, these are sufficient for us to verify your identity.  
  • Photo of your Government ID. This could be a driver’s license, passport, identity card, or visa. Learn more about types of Government ID.
  • Selfie. We may need to ask you for a photograph along with your Government ID. If you can’t provide a selfie that matches your Government ID, you can contact us for an alternative verification method.


Emilie
Online Community Manager
Online Community Manager
London, United Kingdom

Thanks @JoandJoe0 for the feedback - I've passed it all on and if I get more info I'll share it here!

 

Emilie

 

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Bob1240
Level 2
Edinburgh, United Kingdom

Thanks for this. Could you review discussions in the Resource Centre about rising fuel costs?
This is a high priority for hosts in the UK who have seen costs more than double this year, with more to come.

 

Could Airbnb help by running a campaign and by introducing a facility for fuel surcharges for guests who act irresponsibly; or an up front fuel surcharge, returnable to those who manage their fuel use?

Gerben2
Level 2
Hilversum, Netherlands

Nice that they will be banned for further bookings, but doesn't solve any problem when they break the rules DURING THEIR STAY.  As a host you don't get any help from Airbnb other than: did you try to solve it.....

And when you ask your 'guests' to leave Airbnb supports them instead the host by giving them a refund...... and no money for the host.....

Bhumika
Online Community Manager
Online Community Manager
Toronto, Canada

Hello @Gerben2 ,

 

I get your concern!! But, I would like to also highlight that Airbnb encourages Hosts to promptly report violations of these ground rules. When a Host is dealing with a suspected or actual violation of the ground rules, we ask that they:

  • Communicate with the guest
  • Document the issue through the Airbnb message thread, photos etc.
  • Report any issues by airbnb.com/help/contact-us, or request payment for any damages through the Resolution Center.
  • Leave an honest review with feedback so that the guest can improve for future Hosts.

If a guest violates any of the standard house rules or additional rules, we’ll support the Host if they need to cancel the reservation. (More details for ground rules)

 

 

Bhumika

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Paresh3
Level 2
Budapest, Hungary

@Sybe I am afraid I just tried to remove what I consider to be a 'retaliatory review' left some months ago, and just contacted 'support'. I offered to share supporting info. in my initial contact.

 

Unfortunately, I was confronted with the usual ridiculous 'support' agent reaction. They 'reviewed' the info on the platform, and came back with the standard scripted response about reviews, etc. and concluded the review cannot be removed. This is WITHOUT asking me for ANY supporting information. And yet the announcement bulletin clearly states..." When you dispute a review, we’ll ask you to provide evidence, such as photos or message threads with guests.... " NOT ALL communication is on the platform, especially when a guest is staying in a shared home with the host, for example, or where the communication has been verbally by telephone, etc. And what exactly constitutes a 'serious' violation?

 

In my case, I found out other 'superhosts' have made similar remarks about the same guest, who failed to communicate, and has not read the listing and rules, and then makes some exaggerated and false statements or some dissatisfaction AFTER their stay!

 

As usual, I believe the airbnb platform is unfair to Hosts, let alone 'Superhosts'. Support is as ever disappointing and tortuous, and sadly a waste of time. I have even had invitations to 'review' a recent support  agent, and found that the name of the support agent I was being asked to review was not the same person that had corresponded with me at all! And I might add I only get asked to 'review' selectively, and not all interactions. 

 

It is disconcerting that hosts take a chance with guests who have no experience or reviews with airbnb, and then to find the airbnb attitude towards experienced hosts is predominantly unfair. The 'superhost' status is merely there to help airbnb earn more revenue, and is worthless when it comes to credibility in the eyes of airbnb. 

 

Not at all satisfied that these apparent 'new updates' have been thoroughly thought through, or may be properly enforced, implemented or executed.

 

JoandJoe0
Level 3
null

@Bhumika  @Sybe   What assurances do hosts have that they will not be suspended for reporting a guest's violation of AirBNB's policies? 

On multiple social media platforms, not a day goes by that a host is bemoaning the fact their listings have been suspended (with NO warning or explanation) after reporting a guest for throwing a party. 

Meanwhile...

If a guest breaks ground rules they get a warning the first time.

Why are HOSTS not afforded a warning first??  Quite the double-standard, wouldn't you agree?


If the issue persists, they will be suspended and, if necessary, permanently removed from AirBNB. 

Why would you WANT to keep a habitual offender? When would it NOT be necessary to remove someone who repeatedly breaks rules? Oh wait, I keep forgetting. AirBNB is guest-centric...  It's HOSTS that get booted with no warning. 




Tina9064
Level 4
Fairfield, CA

You forgot to mention how easy it is for a guest to create a new profile. Different email, borrow someone else's credit card, change your IP address, ask a friend to set up a new account, not too difficult.

Amber-And-Mario0
Level 2
Tulare, CA

Great! I love all the new updates from the recent winter release 

Bhumika
Online Community Manager
Online Community Manager
Toronto, Canada

Hello @Amber-And-Mario0 ,

 

So glad that you found the latest upgrades beneficial. Let us know more about your experiences, would love to hear them.

 

Thanks,

Bhumika

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CryptoCasa0
Level 1
Davie, FL

Amazing! We have experienced a lot of house rules breaking! How can we set the ground rules!?

Gillian166
Level 10
Hay Valley, Australia

@CryptoCasa0  Did you think there was something new? the "ground rules" is just a new term for the House Rules you already have. I don't believe there is a new dedicated button for guests stating they promise they have read the rules and will agree, there is something like that when you sign up. 

 

As every host as different house rules it would seem vital that a guest sees the page of house rules and agrees at the bottom. I have an easter egg in my house rules and generally <50% of guests read it, and lately it's been 0% of guests responding with my requested phrase. 

Ari46834
Level 2
Atlantic City, NJ

100% agree with this opinion. This new update does little more than pay lip service. There needs to be a pop-up that appears right before guests clicks “pay” that has all the hosts house rules. They have to scroll through all of it before confirming—much like Terms of Agreements when signing up for a new service. If an Airbnb moderator is reading this, please suggest to dev team. Thanks.

Sybe
Online Community Manager
Online Community Manager
London, United Kingdom

Hi @Ari46834 ! As I mentioned in my reply on the other thread (here) guests will be shown your ground rules on the confirmation screen as they book your space, which I think is similar to what you suggest here. 😃

We're happy to announce our 6th annual Month of Celebration!

Can’t find what you’re searching for? Click start a conversation to ask the Airbnb Community! 


Gillian166
Level 10
Hay Valley, Australia

@Sybe  do you have a screen shot of that? Would actually be helpful to include it in the listing, to remind them. I already do this actually, so just looking to update it. 

I should be using abb in a few weeks so i'll get to experience it first hand, and I can do a screenshot and probably mock up something with my own house rules in it. 

Sybe
Online Community Manager
Online Community Manager
London, United Kingdom

@Gillian166 I unfortunately don't. If you want to share what it looks like when you'll be booking your own stay please do feel free to share but as you mentioned make it a mock up for the privacy of your Host, and make sure to have lots of fun on your trip! 😉

 

We're happy to announce our 6th annual Month of Celebration!

Can’t find what you’re searching for? Click start a conversation to ask the Airbnb Community! 


Gillian166
Level 10
Hay Valley, Australia

@Sybe  we are travelling cross country with a puppy and 2 cats and a grumpy teen......... overnighting in a cheap but cheerful home that allows pets, hopefully the shower is strong. I will try to have fun 🤪 

 

and yes, of course I will remove the important identifying stuff, as I always do, will share if I remember to do the screenshot!

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