We’ve heard some questions about how we’re working with the Host Advisory Board to collect feedback from you, so we wanted to share more on how we listen to you and the Host community, what we do with that feedback, and the role of the board.
In an earlier update, before the Advisory Board members were selected, we said that we’d “build a formal process” for Hosts to submit ideas to Airbnb leadership. Now that we’ve been collaborating with the Host Advisory Board for a few months, we’ve found that there are tools and resources in place that help provide insight and information to both Airbnb and the HAB. Here are some of the ways we listen to you, in partnership with HAB:
- The Community Center is first and foremost about giving you and your fellow Hosts a way to connect, share stories, and learn from each other. It’s also a chance for us to listen to you. We love observing the support and camaraderie you’ve built here, and we’re inspired by your ideas and suggestions. There’s a dedicated team of online community managers who helps us stay connected to you here as the Community Center has more than 1 million members. (To give you a better sense of the community managers’ dedication, they have read more than 1.3 million Host posts since the Community Center was created in 2015. Thank you, community managers!)
- Local Host clubs: There are 250 Host groups around the world led by local Host leaders who help escalate and amplify questions, concerns, and ideas from Hosts in their groups. Find your local Host Club here.
- Host insights: We gather your feedback through conversations, host workshops, and surveys, in person and in online video chats. Hosts are invited by email and through their local Host Club.
- Community support: We have a global team of support agents who work 24/7 to analyze community-support tickets, from the Help Center, and synthesize insights to inform Airbnb products and policies.
- Our feedback form: You can submit ideas for new hosting tools and flag product bugs, and the relevant Airbnb teams will be alerted.
One of the reasons we listen closely is to ensure we’re giving you the resources and support you need to be successful Hosts. We put your feedback into action. This past year, during COVID, for instance, when great Hosts told us they felt anxious about losing their Superhost status for reasons beyond their control (for not hosting enough bookings during the pandemic, etc.), we introduced the Superhost autogrant. More recently, we used Host feedback about our messaging features to build and launch the scheduled messaging tool.
We look forward to continuing the conversation with you, here in the Community Center and in our other channels. Thank you for hosting and sharing your input!