Community Centre finally plunges into the abyss

Yes....even Deb and Dave!
On the one hand I am glad to see that visually the CC looks more appealing, but on the other hand, that is about all that has been accomplished. THere isn't much that has changed for the better other than adding a little imagery and making the posts fit better on the page, and in a scroll down fashion. Oh, and they did add a "community help" board, to try to divert the many requests for help with using the website. BUt they made no effort to provide better descriptors so that hosts could really post in the right place.

And you're quite right -- it is nothing like most forums. However, the odd thing is that quite a number of hosts seem to not like standard forums. I have had a significant number of complaints from hosts, for instance, that they didn't like THIS forum --- from the comments that I received, I realized they wanted something more like FaceBook. I just have to conclude that, as odd as it seems to me, there are a lot of people engaged in an online business, who have very little experience in online forums. I would have thought most everyone was part of one forum or another -- but they seem to be more familiar with social media.



I posted about this on the New Hosts Forum:

www.airbnb.com/groups/content/content-220814


Deborah

AIrbnb relaunches Community Center-- what do you think?

So Airbnb has now released the new, version 2 of the AIrbnb Community Center, which is to be a replacement for these old groups. THese old groups, New Hosts Forum and the some 440 other old groups which have existed for the last 2. 5 years, are slated to close as of May 31st 2016. Airbnb began creating the new "Community Center" about 8 months ago as a replacement.

community.airbnb.com

On first glance, I find the new Community Center much more visually appealing ---- the Version 1 was clunky and the lack of graphics and images to spark appeal was disappointing to me. So this has been improved. I also like the new style in which threads appear -- they no longer take up most of the page, which I always thought looked so strange, -- and now one can see the whole thread, by scrolling down, just as on these old groups, which I think hosts will really like and which helps the sense of cohesiveness of the dialogue.

As well, I am glad to see that the "levels' indicator of the participating hosts is gone, so hosts are no longer "rated" by levels according to their degree of contribution -- but instead there is the "top contributors" showcase, which rewards hosts who participate heavily. I think that is better than the "levels".

I am concerned that the "Host Circle", which was a board that was private to hosts, is now gone. I can't find it on there -- this was actually not often used, but it was a good alternative for someone who wanted to post something but didn't want it to be available for the general public to see. WHere is that option now?

ANyone have any other feedback?

Kevina
Initially I was a bit sad that the groups were going to disappear but after reading through some of the posts and replies from some groups that I am in, I have to say I am looking forward to not be partial to reading certain responses from certain experienced hosts on there who really come across as bullies.

That said, I am hoping this new community page will be somewhere that no one will be shot down for asking questions, and hopefully the questions will be posted in the right forums too!

I prefer the second version as it is a bit clearer in where to go to get exact information or help. The previous version had all the pages in one spot, which was not bad but i think the separate groups make more sense.

And yes, i agree that the 'level rating' needed to go. Participation level sounds fairer. Now i hope this wont get abused by some hosts who believe they are the oracle of Airbnb and will simply post abusive or bullying or rude quips just in a bid to increase their participation! It's quite off putting and doesn't encourage hosts to post their issues or concerns in fear of being publicly shot down by their peers! It's sad to read really.

All in all, i hope to see further improvements and look forward to it all :-)

Deborah

Agreed that we dont' want to see abusive or bullying posts... however I will say, as a host who's been participating on the host community for several years, that it is trying to see new hosts posting about very basic questions on how to use the site (eg "does the guest pay me when they arrrive?") or repetitive questions, or asking the host community questions which really should not be directed to the host community, but to Airbnb customer service. For instance, I have lost count of the number of times hosts post questions about how to contact AIrbnb customer service. Particularly since this is easy to find on the Community Center using the search tool, there really is little excuse for annoying the host community for posting this same question dozens and dozens of times.

Kevina

Exactly my point Deborah! As i said, I hope that questions will be asked in the right forums or directed to the right department (Customer service/help section) and that now we wont see experienced hosts losing their rags over repetitive questions, questions that any host should already have looked at before they started hosting. But bless the novices, i remember being there myself a few months ago and thank goodness i didn't get barked at. My question was: do i need to charge a cleaning fee? And how does security deposit work? And i still see that question now from the other newbies :-) I have seen you post many advice before on those repetitive questions , but never in a sharp tone or in a condescending way or as a know-it-all. Your answers have been to the point, albeit a bit shorter than some previous ones (i think that's where you want to scream at them!) but you dont :-) Thanks Deborah for being level headed:-)

Jimena

well said Kevina ! And I think all questions can be answer by calling Airbnb but does Airbnb makes it easy to reach them? Nope! Sometimes even their wording is complicated too . OfCourse old hosts are tired of some same basic questions but it is how it is , people asking those questions are new hosts and for them this is a whole new world. If you don't feel to answer a question just don't do it , not need to act like a child .

Lula and Larry

Totally agree, Deborah and Andrew are always polite and patient, eager to help. I read some other exchange today with a new Host asking questions and the replies were brutal! From dismissive to mean, sort of a click has evolved. Not good or helpful. I am traveling and difficult to type ftom my phone.

Deborah

I've tried to be level-headed and patient since I feel obliged to be a good model for the community....I also find it is good "training" for me in communication skills (eg -- the kinds of skills we strive to employ with guests!) to work on these things here. I have participated literally hundreds if not thousands of questions/threads on the host communities and mostly been patient, but there have been a few instances where I barked at someone! One can't always be perfect, but I try , and I am generally willing to take criticism and correction, which style I think really helps people feel that they can disagree and be heard. Sometimes people "lash out" and if people always respond in kind to someone who lashes out or is rude, it'smore a challenge to maintain civility in a community. For instance, I have often compared this host community to another online community I am part of, one that is a local neighborhood community. Sad to say, the group of neighbors -- people who live in the very same small area -- have a very hard time maintaining civility. I am often flabbergasted at the hostile, unfriendly comments , harsh accusations and gratuitous insults that can be made in a community of neighbors!

C C

I can't imagine what the phrase "losing their rags" means.

marisa

Ditto Kevina, you eloquently said what I have noticed in one group in particular. And I have learned so much from Deborah and Andrew's responses, I am grateful for the time they and other hosts take to be helpful. I have learned lots from you all. And ditto on asking basic questions at first. I spent a lot of time learning the system on my own before going live w my listing. But once I had my first few requests to book I panicked and asked some basic questions. I think mostly I was looking for the reassurance of other hosts who had done what I was starting to do.

Lula and Larry

We have been so fortunate to meet Deborah in person; she is not only patient but so generous with her time. The harsh post was in another Group and cutiously it was a similar situation I experienced and Deborah helped me. I misinterpreted after reading the long term policy, not lack of interest, but I made a mistake. By the time Deborah explained it to me, it was too late. Somebody was told to look the Airbnb link and to do her homework. It was not necesssary the following remarks. Not pleasant to read.

Queenie & Ted

I can still access "Host Circle". I think you have to be logged in and then select "Discuss", "All Discussions".

I'm not particularly impressed with the changes as they seem superficial versus beneficial. I will continue to (email hidden) periodically since it seems there may be more changes on the way.


Deborah

THanks for pointing that out, Queenie. DUUUH! I should have realized that myself--- I wasn't logged in. I have only very briefly looked in on the new CC so I can't say much about the thoroughness of the changes just yet....

C C

It's ok, Deborah. You're allowed a mistake. Hey, can you jump to Anecdotes & answer about double-listing a room?

Deborah

I think I replied to that thread about double - listing a place as entire apt and room -- but can't find that thread now...

C C

That thread is gone now, apparently. By a host named Joan.

Tove

I think it is sad as everything seems to be in English now.And we are so many hosts out here in the world speaking other languages.


Juliet and Ed

Tove, vous avez raison. C'est dommage, et c'est bizarre.

Kevina

Moi aussi je voudrais bien voir ce site en français ou en italien, mais apparament ça va être qu'en anglais pour le moment :-(

Olivier François

Le site est disponible dans toutes les langues. Il suffit de sélectionner 'Villes' puis de descendre tout en bas et cliquer sur 'Paris'. Vous aurez accès à la version française.

Tove

Ce n'est pas uniquement la question de la langue, mais également pour des questions plus local , Il n'y aura plus de "meet ups" pour échanger localement etc, et on a des besoins et questions par rapport d'ou on habite

Olivier François

Tove, If I'm right members will be able to organise local meetup without airbnb being involved. And you always could use a # to create a tag to be use in your post. Making a search on your specific # you will be able to communicate with your local community. And you also have the private messages to connect directly with a host.

Olivier François

If the site version is actually a total mess (but mods are working to classify all previous posts) the android mobile version it a shit storm: no dates on posts, no way to answer to a post, many widget errors, search tool only available on the main page so unable to search in a specific section, PM desactivated (on both version). Need a lot of work to fix everything but they are already working on v3!


Tove

merci <olivier, suis un peu "largé" avec tous ces nouveautés, mais bon on va y arriver

Olivier François

Don't worry Tove, I'm an usual user of new CC since months and I even don't understand how it works...

Kevina

Ah, good to know Olivier! Merci beaucoup pour clarifier :-)


C C

I'm wracking my brain to figure out how a clique could possibly impact one on a forum like this. Have a bunch of people decided to jump you in the bathroom? Are the group members physically able to block you from participating? Do they mentally block you? Or is it just that you're "outside" the clique? What does being outside a clique even consist of? That group members don't/won't agree with you? Because they can't prevent your participation. Think about it. Such a weird complaint, to me. "There's a clique." Hmmm.


Deborah

CC, where was the comment about cliques? I couldnt find that.

ONe thing I was glad to notice was that the new version of Community Center now has a "community help" board. This enacts something I and probably others suggested to Airbnb about some way to separate "host community" from what amounted to a "volunteer staffed help desk". I suggested also that they find ways to help hosts know where to ask what types of questions. I haven't seen that -- I think a guide to that would be helpful. Eg how to decide if your question is for Airbnb customer service, for the volunteer staffed help desk, or for the host community.


C C

Lula & Larry, right up above in this thread (misspelled as "click"). And it's often mentioned by other hosts.

Deborah

Okay -- yes....I have not actually been that attentive to what is happening on the posts on the Community Center, but I have at least noticed that there are a few "regulars" there who are not really giving great advice. But at the same time, I am also seeing other "regulars" on the CC giving quite good advice. I dont' know that I have seen a "clique" but I have seen some advice that wasn't something that I feel the host community should stand behind. For instance, if a host complains of bad behavior or abusive behavior by the guest, isn't not acceptable to tell that host that they have no choice but to just put up and shut up, since that is what hosting is about, having all kinds of different people to deal with.

C C

I thought the complaint about cliques was across fora, not just on CC.

Lula and Larry

Yep. That was me (Maria) changed my name to my nickname, new house, new name. CC love your comments, even though have been away a few months. Sold home in October and today just sold our house in VA. Promise will post regularly again, just disheartened at the tone of some previous posts, not here in NH

C C

Oh, hey, y'all! Didn't recognize you, for sure!

Lula and Larry

We miss you guys so much. Typing with one finger and having a late lunch after closing of the house. CC your comments are always the funniest!

C C

Ah! Thank you!

bridgetandmark, that's interesting. I posted a question in the help center, actually I wanted to give feedback on a new function or find a way to get it removed (the airbnb email leave a review/got a review is now a notification and thereby wakes me in the middle of my night. Before only bookings and guest contacts did that)
I believed I'm posting in a form to staff and got a mail back that an expert has helped me. He wrote blabla in the style of Robin, telling me he is a fellow host. After hundred guests, I know how reviews work, I just don't want to be peeped on by the Leave a Review message.
After a back and forth chat, I clicked on Not Helpful and got two rants back, that I am giving a comment on him, not airbnb and I could stil change that.
After that, I was furious, it sounded like the stupid "If this was helpful, give a thumbs up" phrase some of the hosts on the CC use.
But if his income is threatened, I understand it better.
It's still an idiotic approach to replace tech people by hosts.

Suggest them to make new hosts pay higher fees and lower those after a test about your video - they might be tempted then ;-)

Deborah, you may just suggest airbnb team to have a look on CC... Last week I talked to their Listening Program Manager (1 month after he stand up me at the last minute (you know the story). He confessed nobody was in charge to have a look on what is said on CC, he NEVER enter the new CC. He didn't know anything about the experiments tech team are developping! He asked me if I could report him weekly what are the subject more commented on CC. At this point I was so astonished I reply OK.
He said me he was,since few time, in charge of CS too. That was the most expensive part of airbnb activity and have to make it lower... With a most of the time useless CS I don't want to know how he's supposed to do it.

I don't know where goes all the money they earn: advertising, communication, lobbying, trial. But it's not invested in the basics. To link with another thread I wouldn't invest in a society which seems to be built without foundations on quicksands.

Olivier, I think I have an idea of how they might try to spend even less funds on Customer Service than the already do; Along the same model they had for encouraging CC participants to do the educating and providing of customer service to other hosts, they might recruit us more seasoned hosts to embrace the privilege of taking over the training of customer service agents! We could be incentivized by things like... "likes" or "thumbs up" on every informational item we provide to an agent!  It's a win-win. Hosts provide free training, agents get better trained and the most expensive part of the company reduces its operating costs. Problem solved!

Grace, good idea and we could elaborate on it: training program gets two weeks added: one week a host trains with them in airbnb offices. One week, tgey take over a hosts home and do the onsite hosting. So that host is free to train a group in another countries office and everyone gets a sort of working holiday included.