Officially introducing the members of Airbnb’s Host Advisory Board

[Airbnb]

*Posted live: December 16th

Today, we’re excited to share a video officially introducing the members of Airbnb’s Host Advisory Board.

As we recently announced, Airbnb is launching a formal program to give hosts a seat at the table. The Host Advisory Board is a group of selected hosts that will not only keep the community informed, but share your feedback directly with Airbnb leadership.  The board will also help inform how  the Airbnb Host Endowment is invested in the community, and influence policies, programs, and new products.

These 17 selected hosts were chosen for their passion, their contributions to the hosting community, and their desire to create a better future for all hosts—among other criteria. Together, they’ve hosted more than 15,000 guests with a combined total of 86 years of hosting experience and an average star rating of 4.9!

*To add or change subtitles to the video, hover over the video and click on the little 'Settings' wheel in the bottom right corner. Then click 'Subtitle/CC' and select your language. 

Watch the video above to meet the community members serving on the board and learn about their individual passions and experience. To find out more about how the board will work together to advocate for the community, check out the latest Host Update article featuring our Head of Hosting, Catherine Powell.

Do keep your eyes peeled here in the Community Center as we will be introducing the board members in the new year. There will be regular opportunities for our new board members to respond to your questions and address important topics.

[Sj21]

Supposedly just responding once to a guest's inquiry, even if you don't respond to the next 5 annoying messages they send, is enough not to affect response rate. I've never tested that out, myself.

The rate would be updated in real time. As soon as you fail to respond in time, the response rate will drop.

But when you look at your stats, under Basic, I'm pretty sure those stats are counted from the time you started hosting. The stats under Superhost only take the previous 365 days from any given day into account.

If I'm wrong about that, hopefully someone will correct me.

[Sarah977]

@Sj21  You are totally correct about all of that.

[Majla-Francesca0]

@Catherine-Powell 

Hello  Catherine, I am excited about this new tool to reach out to other hosts and Airbnb Support. 

I am writing about my concerns about HOST BANNING. I truly hope this is the right platform for an issue that is truly dear to me.

My name is Majla and I have been a Host since 2011 and a proud Superhost since it was an option.

My best friend and longtime Airbnb Host Cecilia has recently been banned by Airbnb, irrevocably, from EVER being a host AGAIN. The reason being one 2-star review and two 3-star reviews on a listing that had tens of 4 and 5 star reviews over 10 years. 

Cecilia also had another listing that only had 5 star reviews, which seemed to have no relevance at all in the matter.

Banning a listing with recent poor performance seems understandable although not strictly necessary: the low rating is penalty enough. 

But BANNING A HOST as a PERSON, is by all means a LIFETIME SENTENCE!

• Shouldn't there be a review of the history on a Host, before such a stringent measure?
• Are the reviews actually read by anyone at Airbnb before deciding to have such big impact on a person’s life, or is it just an automatic math calculation? 
• Don’t the years of loyal hosting matter at all? 
• Don’t the words actually written by the guests (such as “the house was great but I am giving my overall stay 3 stars because it rained all the time”) matter at all?

Of course I am defensive and protective towards my friend, but ultimately my concerns are about the GENERAL Airbnb CRITERIA FOR EVALUATING US HOSTS, and how high the risk IS of loosing the great opportunity to be Airbnb Host, (privilege that at the moment constitutes a large part of my entire  family livelihood.)

So after my complaint, here is my CONSTRUCTIVE SUGGESTION:

IN CASE OF RATING DISPUTE BY HOST (which should only happen when the content of review clashes with the star rating) an Airbnb specialist should take the time to review the conversations, and the actual wording of the review. Then contact the Guest, remind them of review guidelines, and ask to confirm rating.

IN CASE OF POOR PERFORMANCE OF A LISTING by a HOST with multiple listings, there should be a temporary suspension of the one listing. 

LIFETIME BANNING OF A HOST as a person should only happen, in my opinion, in case of proven, repeated unethical behavior. 

I would greatly appreciate any information, opinion, and connection to an Airbnb specialist I can communicate with about this matter.

 Wholeheartedly

Majla Francesca Paoli

[Majla-Francesca0]

Hello again, can anyone suggest a good way to get a reply about this matter? @Catherine-Powell please? I would love to hear from you or anyone on this matter. It is a great concern. Thank you!

Majla

[Jeremy-And-Rachel0]

Well said 

[Elizabeth1013]

I read the updated TOS regarding removal of the reviews left by the guests who violated party ban. They are allowed to leave a review and it will not be removed if : 

"We wouldn’t remove a review if it contains any of the following:

• A report of discrimination
• A report of a Host’s harmful conduct that violates our safety standards
• Info about an injury or risk of injury from an unsafe feature on a Host’s property
• Safety concerns about the neighborhood, or harmful interactions with others around a Host’s property."

Then it says that a host has to provide a lot of proof that a party really happened. 

I would love to know if the guests will be required TO  PROVIDE A PROOF  that all the listed above really happened or it will be still based only on their words and it will be their only proof?  

[Sarah977]

@Elizabeth1013  Since when have guests ever had to provide proof? They can claim you had undisclosed cameras, that there were bedbugs, that the host is racist, that the place is filthy and Airbnb's attitude is that all guests are always telling the truth and have golden haloes around their heads, and that all hosts are guilty until proven innocent.  

[Liz140]

Hey Catherine!

Welcome! I am so glad to see a mature female on the board! Awesome! Unfortunately, while I am one of Airbnb's bushiest most successful hosts, I will be leaving the platform soon. This is due to some Airbnb policies that I can no longer live with. Over time, I have noticed that 20-somethings have become more and more demanding, entitled and have little ability or desire to appreciate the stress, and major disruptions they cause a host, when they don't choose an Airbnb that really works for them. Many people have unpredictable schedules, and. really need a self-check-in, but they don't book one, and then get very irate when the host cannot meet them at the last minute. Worse, when they call Airbnb to complain they are often met with someone very sympathetic, who gives them the impression that they are going to "Champion their cause." Afterwhich I get a rash of calls and emails that have a harassing tone, insisting that I explain myself. I always communicate via the site, in writing so that Airbnb can see exactly what has transpired. My last three guests in a row have all been really manipulative, and going into my 7th year with Airbnb I just can't tolerate it anymore. 

Check my reviews and you will find that I am considered an amazing host by most people. I really think that being an Airbnb guest should be considered a privilege, not a cheap substitute for a hotel. I would like to suggest that Airbnb stop allowing guests to do a super-quick sign up process and instead go through a whole orientation, including some videos and sign an oath about respect, and not making unreasonable demands on hosts. If you could all but eliminate the whole complaints/support department how much money would this save? Quite a lot I think, and Airbnb would be a much kinder place for everyone.

Doing it the way it is now, gives unreasonable guests, reason to continue to be unreasonable. Because if they stomp their feet loud enough, you guys cave in, and ask me to do the same. The stress levels for everyone involved has got to be enormous, especially your staff. Please consider revamping the way you do business, with a focus on helping guests, right from the start, be better guests. I mean, isn't that the definition of "guest?" Thanks for listening.

[Jeremy-And-Rachel0]

@Liz140 Gosh, I just did not know how bad things can get for hosts.  Without hosts Airbnb can not make money. If enough hosts voted with their feet then there is a chance of change.

[Mark-and-Gabriela0]

You nailed it

[Claudia1442]

Hello everyone,

Can someone explain how the response rate is calculated and what exactly that means? I have multiple questions. For example does it only apply to responding a reservation request? or to any other non significant inquiry like "is parking on a one way street"  are there bykes stations nearby, etc. I hope you get what I am trying to understand goes into calculating response rate. Thank you. I hope I dont miss the answer as I dont know how this community center works. Best wishes for everyone.  Claudia

[Sarah977]

@Claudia1442  When someone sends an Inquiry message, you have 3 choices- pre-approve, decline, or simply message back. Many hosts just message back, or pre-approve if they have no qualms about the guest. You shouldn't decline Inquiries, because it isn't necessary and lowers your Acceptance rate.

So just answering an Inquiry within 24 hours keeps up your Response rate. You don't have to keep answering all their messages if you don't want to.

For Booking Requests, you must click on either Accept or Decline within 24 hours in order to keep up your response rate. 

[Claudia1442]

@Sarah977  hello Sarah, I appreciate your response and if you could give me further clarification. I read your message twice and I am still a bit confused. You are saying that  "decline Inquiries, because it isn't necessary and lowers your Acceptance rate." and later say that "Decline within 24 hours in order to keep up your response rate. "  

I am not clear if declining within 24 hours lower my response rate or not. It seems contradictory or maybe I dont understand something. It appears that we shouldnt bepenalized by declining but if they lower our response rate then that is a penalty.

It is not clear to me what factors are in play for a response rate.

Claudia

[Till-and-Jutta0]

@Claudia1442 to understand the difference between inquiry and request (and the required actions to take), please also see https://www.youtube.com/watch?v=xSdrEU5xT8A

[Claudia1442]

Hello, the video in that link doesn't explain what I would like to know. I am trying to understand how Airbnb comes up with the response rate numbers.  I am not looking for an explanation of  words about inquiry or reservation request. I would like an numerical explanation. Maybe you can provide a couple of numerical examples

Example of mathematical equation that =   100% response rate

Example of mathematical equation that =      66% response rate.

If you would be able to explain it with numbers, it would be much easier for me to understand than watching the video (with nothing about numbers)

I hope you understand my request. Thank you, Claudia

[Sarah977]

@Claudia1442  Okay, to keep it simple, let's say you have had 9 inquiries and requests that you answered on time. At this point, your response rate is 100%.

Then for whatever reason, you miss responding to the next inquiry within 24 hours. 9/10 is 90%. So your response rate has now dropped to 90%. It's pretty simple percentage math.

[Claudia1442]

Sarah yours is a good example, but doesn't explain the formula ABB uses to calculate response rate.

The reason why I would like to get to the bottom of this issue is because I have been hosting since 2008, and a superhost , for many years, almost since the time ANBNB came up with that concept=host category. I hosted over 300 guests so far, and I am under the impression that there is an undisclosed period of time in which the response rate is calculated, and that is the  mystery I am trying to understand.

In your example of total 10 inquiries with 9 responses on time and 1 not done within the required 24 hours, there seems to be a missing factor: from when to when the numbers of inquiries/reservations are taking into account? 

Is there a clock reset at one point?  Lets say by calendar year, or every so long . . . whatever that might be.  Is there a time factor into the equation?  Or perhaps after you respond to the guest first inquiry, but not to the next message which might be a simple thank you from the guest. I wonder if lacking those responses are factor into the response rate also or what other factors might be impacting not having a 100 %

Claudia

[Sarah977]

@Claudia1442  Supposedly just responding once to a guest's inquiry, even if you don't respond to the next 5 annoying messages they send, is enough not to affect response rate. I've never tested that out, myself.

The rate would be updated in real time. As soon as you fail to respond in time, the response rate will drop.

But when you look at your stats, under Basic, I'm pretty sure those stats are counted from the time you started hosting. The stats under Superhost only take the previous 365 days from any given day into account.

If I'm wrong about that, hopefully someone will correct me.

[Claudia1442]

Ok, I appreciate the  additional information.

Thanks. be well, Claudia

[Sarah977]

@Claudia1442  No, I said not to decline Inquiries because it isn't necessary- a response to an Inquiry is all that's required in order not to get dinged on your stats.

Declining has nothing to do with Response rate, it affects Acceptance rate.

You seem not to understand the difference between an Inquiry and a Booking Request. On Requests, you must either Accept or Decline within 24 hours- simply responding to the message isn't sufficient.

Not responding to an Inquiry or failing to click on Accept or Decline for a Request= lowered Response rate.

Declining Inquiries or Requests= lowered Acceptance rate.

Acceptance rate is not factored into the criteria for Superhost. And while you can get warnings for declining a lot, nothing really seems to happen even if your Acceptance rate falls to 70%. 

Response rate is a factor in Superhost status.