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Post by High Priestess on Oct 9, 2015 14:38:50 GMT
Raymond and Elaine (elaine) posted about this on NHF on October 9 2015 -- apparently Strict cancellation policy is no longer an option for hosts to use for new listings, and if you temporarily change your cancellation policy to flexible or moderate, you won't be allowed to reset it to strict! SEe the article here: www.airbnb.com/help/article/475/how-can-i-see-or-change-the-cancellation-policy-for-my-listing"How can I see or change the cancellation policy for my listing?
Your cancellation policy is automatically set as Flexible when you list your space.
To view or change your cancellation policy, go to Your Listings > Manage Listing and Calendar > Terms. The Terms section only appears as an option after you complete the required steps and list your space.
If you update your cancellation policy, it only applies to reservations booked after you make the changes. Changes do not apply to upcoming reservations that were already accepted. There are 2 cancellation policies you can choose from:
Flexible: full refund up until 1 day prior to arrival, except fees.
Moderate: full refund up until 5 days prior to arrival, except fees.
There are an additional 3 policies that are only available to select hosts:
Strict: 50% refund up until 1 week prior to arrival, except fees.
Super Strict: 50% refund up until 30 days prior to arrival, except fees. Available by invitation only and requires an increased host fee of 5%.
Super Strict 60 Days: 50% refund up until 60 days prior to arrival, except fees. Available by invitation only.
For all long-term reservations (28 nights or more), the Long Term policy is automatically applied:
Long Term: first month down payment, 30-day notice for lease termination. Automatically applied to all reservations of 28 nights or more. If your guest cancels the reservation, your payout is determined by the cancellation policy you had in place at the time of booking. You can refund your guests more than the policy allows." Thoughts, comments? I think this is actually problematic for many hosts, to not have the "strict" policy available! In my view it was the only policy that was really fair to hosts who are dependent on the income they are making from their listings. By removing the option of having strict policy for the newer listings, Airbnb is going to make it harder for those who do have it, because it will in time become less common to have strict policy, resulting in more competetive pressure not to have strict policy.
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Post by urbanoasis on Oct 9, 2015 16:36:51 GMT
Almost every week Airbnb makes changes to the interface or policies that we only become aware of by stumbling upon them or discussing them in Groups. And chances are, if you contact CX to ask for more information, the operator you get will know even less about the changes than you do. But hold tight, in a few more weeks they'll change it again, for better or worse. ..snip... However, this is just one of many changes that erode hosts' sense of independence as Airbnb users. I fear they're shifting more heavily toward a model of micromanaging hosts and exerting more control in areas in which hosts value their independence. (Groups is just another example of this - it's no coincidence that they're also eliminating peer moderators in their new community format and taking control of conversations like these - expect a lot more censorship in the near future.) More shameful mistreatment of Hosts. |
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Post by High Priestess on Oct 9, 2015 16:58:20 GMT
Yes, Andrew, I agree that there is a certain degree of a controlling approach being taken towards hosts, which one could call "micromanagement." For clarity's sake and for purposes of assisting with discussion on the subject, I will list a few of the things that I and others have noticed here:
(1) Airbnb has directed guests to contact hosts about the possibility of getting a refund above and beyond what the cancellation policy itself stipulated. Many guests have had an expectation that they should not be held to the cancellation policy that they agreed to in advance, and by directing them to ask hosts about this, Airbnb has lent guests some support for that belief and facilitated the undermining of the cancellation policy of the host.
(2) Airbnb has pushed the "Superhost" program and is pushing hosts to do better vis a vis star ratings. Well it's good for hosts to be motivated to do better, but this in my view should be a "better" that is within their own power to reach -- and by making the Superhost program reliant on the "unreliable" veracity of guests, hosts are in a sense being held responsible for the whimsy or caprice of guest's arbitrary ratings.
(3) Airbnb has sent out "threats" to hosts about temporary deactivation of their listings if they receive more than 4 less than 4 star ratings in a row.
See for instance these posts and more on that board:
globalhosting.freeforums.net/thread/46/airbnb-threatens-host-over-ratings
globalhosting.freeforums.net/thread/47/hosts-directed-airbnb-groups-ratings
Particularly given the unreliable nature of guest ratings, this type of approach seems wrongheaded and again suggests that hosts should be able to control things that we have no control over
(4) Airbnb has permanently de-listed some hosts' listings, possibly over "quality" issues, and we dont' really know all the facts in these cases, but the hosts who got delisted say that they had no complaints from guests:
globalhosting.freeforums.net/thread/594/help-airbnb-de-listed-host
(5) Airbnb has removed many hosts from its platform which were deemed by local governments/communities to be "bad actors", eg large real estate companies with dozens or even hundreds of listings. THis has happened in LA and NYC. Now many would say that is completely justifiable, but this is just brought up for purposes of clarity on this topic.
See here for instance:
globalhosting.freeforums.net/thread/256/airbnb-listing-large-operators-angeles
It would be my preference that Airbnb not control these listings, but leave the cities to do so. I would prefer to see Airbnb more of a free marketplace, not having ties to municipal law enforcement. Leave the law enforcement to the cities.
(6) Some hosts who are group organizers or active members, have noticed that one or more posts on their forums have "vanished", and the organizers/moderators reported that they themselves did not delete those posts -- these were reply posts, not Original Threads posts, so its' not possible that the user who posted those posts had deleted the comment since users are presently unable to delete any but their own original posts. Hence, there is evidence of an "invisible other" standing behind these host communities, and at least at times, watching over what is said there. Well, I suppose it makes sense that if you run a company and have a website you need to be careful what is said on your own company's website, but....to me this suggests that there is a need for two types of host communities, one on the AIrbnb website and others (like host communities that have their own facebook group or Google group , or this forum) which are offsite host communities.
(7) Hosts who stipulate fines for guests who violate house rules, or who smoke in a non-smoking unit, have submitted a claim on the guests' security deposit when these violations occurred, only to find that Airbnb has at times (not always) told them that they cannot uphold host's fines. This undermines host's ability to run their own listing and have some enforcement power when guests violate house rules, without having to resort to evicting the guest. I think not trying to control this aspect of hosts' policies, and allowing hosts to have fines, actually works in both hosts' and guest's favor, because it means that hosts are less likely to have to kick out a problematic guest, as the tool of fines that apply can perhaps help provide more motivation for the guest to have good behavior.
Anyone have additional points to mention?
It would actually be my preference that Airbnb would get LESS involved with controlling host's listings, not more involved. I think it frees hosts up, and guests too, when hosts can provide unique offerings, and when guests are free to choose what they like, as adults who are given credit for being able to make their own choices, with the potential there for making bad choices. I would like to see the "nanny state" aspect of this process limited rather than expanded. I tend to be of a somewhat libertarian stripe and don't like nanny governments, and so I prefer less nannying in the Airbnb realm too, and just overall more options and possibilities for all concerned. I think the marketplace itself and its own forces and pressures, is sufficient to produce quality listings and give guests what they seek.
For instance, there has been much dialogue on the forums about how hosts in many communities are facing increasing competition due to the ever increasing number of Airbnb listings in their area. I think this would naturally result in improvement of listings across the board, with hosts feeling pressured by market forces to offer higher quality at somewhat lower prices. I think these market forces are quite adequate to assist Airbnb and guests both in improving listings quality, and so more control by AIrbnb on host listings thus seems unnecessary.
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Post by High Priestess on Oct 10, 2015 16:33:29 GMT
MOre discussion on this topic: Susan ( susie): What an interesting opinion. If controlling the guest experience is the goal, they're going to have to get a lot better at it. I've long thought Airbnb was schizophrenic...torn between the "sharing economy" ethos, "the worlds largest hotel", and "hey, we're just an internet based booking platform." Presenting whichever face is convenient to the problem at hand. I've only been hosting for a year, but have already noticed the deterioration of customer service support and some of the latest changes - dropping strict refund policies, eliminating an independent peer-based group community, stinker letters if you "only" get 4 instead of 5 stars, and just generally alienating and marginalizing their experienced host base. I don't get it. Bekah and Brian ( beeandbee): Waitaminute: how could they change this without telling hosts? Jeez, this is annoying. Admittedly, I've not yet had a cancelation but I kept a strict policy because most of my guests plan their trips a couple of months in advance. It is not likely I could get a replacement guest within a week should someone cancel. Evelyn: it's for new guests, I hope. Louise ( louise): Has anything actually changed or is it just expressed differently? I'm pretty sure that 'Strict' was only available to hosts with a few trips (3?) under their belt when I first listed back in November 2014. Though, maybe my recall is faulty and I'm just having a senior's moment  Raymond & Elaine ( elaine) That's why I posted the link Louise, so that hosts could study the new rules. Salvia ( salvia): I can state that at least since 2013 it was available to new hosts (like I was) right from the start. I always had the strict policy and truely hope that I wont be pressured to change it. Would not work for me at all. |
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Post by High Priestess on Oct 12, 2015 15:36:48 GMT
More discussion on this topic by hosts: Gretchen shared October 12 2015 Airbnb is phasing out the "strict" cancellation policy I queried CX about the change and here is their response: "I did look into the cancellation policy ordeal for you. We are in the process of phasing out the strict cancellation policy. I know that it is extremely helpful for hosts, but we are finding that it is in direct correspondence to a lot of our calls. As long as you have it currently listed on your listing, we are okay. If you were to change this, you wouldn't be able to change it back. I would like to take the time to thank you for your years of hard work, dedication and hospitality. I wish nothing but success and amazing experiences for years to come!" Salvia: Thank you for posting an official response regarding the change. It would have been fair to hosts with listings that do not get easily filled to keep but may amend it with an automated reembursement function in case the days get rebooked. Which a lot of hosts do anyway. The only winner here is airbnb. I really wonder what qualifies for a strict policy in the future. Caroline: So as long as I don't change my existing strict cancellation policy I get to keep it? Queenie & Ted ( queenie&ted) Yes! Salvia ( salvia) Only a few other hosts so far faced the issue but confirmed the above mentioned statement of the CS with "Yes". Does not mean it will last forever... Peter Well, this would certainly be unpopular with me. Never been an issue (apart from the bloke who arrived two weeks ago, stamped his feet and left and said he was expecting a whole apartment when he had booked a private room. He clearly got nothing back.) I will definitely hang on to my strict policy while I can. I just don't know if we "strict" hosts are a minority (which Airbnb can therefore dispense with) or not. It would be really sensible for Airbnb to have the strictest policy one where you don't get your money back if you cancel on the last day. Is this going to be launched in Paris? Salvia My guess is that a lot of hosts started with a flexible policy (not knowing the booking behaviour of their type of clients or their market/guest flow/season at the beginning but changed later to moderate or strict after gaining more experience and better insight. The option to choose or change according to season, market etc. being taken away is a severe cut back of hosts' right and competence to manage HIS/HER listing best!! Combine this with the push of instant book: What a bad match! Judy Yes, they're going to push us all to instant book to get their numbers up - hate this! I I've had strict since my second year, and have refunded voluntarily 3 times to guests booked in error, and reaped the benefit once when someone cancelled. This change would lose me my safety net. Hassen Does this also mean if host is not on strict he won't be able to go later ? Queenie & Ted Yes. It's already gone, available only 'by invitation', whatever that means! Hassen Amazing! In à previous post a month ago i was highliting Airbnb stricte cancellation rules than hôtels ones. Here we come to smooting policies although taken from hosts rights. Hassen And some veteran hosts disagreed on the way how to handle a "late/early cheking guest" Michele Yap Thanks for sharing Gretchen. I always have strict cancellation policy even though I am a newbie. Christy Out of curiosity I just checked the "help" section on cancellation policies and it has not been updated, as far as I can tell. Does not mention strict as being "by invitation only." Nor do I see anything about the fee being 5% to hosts who choose the strict policy. I thought I had read that somewhere on one of these threads about the fee being 5%. Does anyone know whether that is true or not? Thanks! Salvia Annoyingly it says only when you search the FAQ under "how to / can I change the policy" or something similar. Sorry, cant post the link to the relevant article because I am on the phone right now. |
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Post by Serafina on Oct 12, 2015 16:16:48 GMT
I really dislike this change, even though I have never had a strict cancellation policy. Hosts thing through carefully what their needs and requirements are in offering their homes for guests, and guests have an adequate opportunity to understand the terms and conditions, so for Airbnb to cavalierly change the cancellation policy structure is unfair to hosts.
Travelers take financial risks all the time and weigh those out ahead when planning their trips. Hosts, too, are taking a financial risk that a guest who says she is arriving will actually show. Airbnb is solving its customer service problem on our backs.
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Post by High Priestess on Oct 12, 2015 16:28:19 GMT
I completely agree with you, Serafina!!
I think guests have been irresponsible, in that they have not read the terms that they are agreeing to before they book, and then end up complaining afterwards about the terms of a contract that they freely entered into and freely accepted, and had ample opportunity to become informed about. By eliminating the Strict Cancellation Policy option for newer hosts, Airbnb is in my view enabling these irresponsible guests, trying to help them avoid responsibility for their own choices. Don't like the contract you entered into? Then scratch the contract and pretend it didn't say what it did. That's not a good solution. Enabling this way is a variety of nannying. We are seeing nannying going on through the Airbnb system when AIrbnb is trying to protect guests from the consequences of their own choices, removing their resonsibility to make the right choices. As an advocate for people taking resonsibility for their own choices in many types of situations, I think this is a move in the wrong direction. Hosts, too, are taking a financial risk that a guest who says she is arriving will actually show. Airbnb is solving its customer service problem on our backs.
Which reminds me of my complaint --- when oh when will we see the star ratings system actually demonstrate parity, and hosts become able to see the star ratings that other hosts have given to guests? ? I think we really need that.
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Post by lambada on Oct 13, 2015 20:01:59 GMT
The other problem with guest canceling reservations easily is that some 'potential guests' might use this feature to just get complete address of the hosts. There is a good reason why hosts do not publish the complete address until reservation is confirmed, one of them being safety/security and privacy. But if it is so easy to get the complete address, I may have to change my listing to not show it until much closer to arrival date.
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Post by High Priestess on Oct 13, 2015 20:35:33 GMT
That's a good point, Lambada,and I hadn't even thought about that. But yes, if one can cancel a reservation and get a 100% refund except for Airbnb fees, that makes it easy to potentially book a place ONLY to get the address, and then just cancel and get almost all your money back when you get that.
I fear this would be hard to solve. Even if address were not automatically sent to booking guests, it would be difficult to expect a guest to wait until 5 days before arrival date (the last point at which under moderate policy a reservation can be cancelled) to give them the address. I think Airbnb would not be happy if hosts tried to do that, as guests could feel very concerned and rightly worry that they had gotten into a scam. I think the address unfortunately has to be provided right away, which is one strong reason for the keeping of the strict policy.
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Post by High Priestess on Oct 13, 2015 22:52:32 GMT
I just did a test and I was able to set up a new test listing with the "strict" cancellation policy. So it is still working, at least for a little while. Get it while you can!!
By the way, I suggest everyone have at least one extra listing, that you can use as needed when your main listing is in "maintenance" mode Or is blocked for some reason. For instance if you have that problem, that many hosts complain about, where a guest is trying to submit to you a reservation request, but it gets intercepted by the system and sits in "pending verification " for 12 hrs while that guest tries to book -- if you don't want to have your calendar blocked in this way, you can just use your "spare" listing for this purpose. You can have the dates that the pending reservation request is blocking, be open in your 2nd listing, so if another guest wants to and is able to jump in and book while the first guest is stuck in the gears of the system, you can set things to allow that. Then when the first guest's reservation request comes thru you can say sorry you were too late someone already booked.
Actually though I think AIrbnb has gotten on top of this, and is now sending out a message to hosts asking if it is okay if their calendar stays blocked while the guest tries to get verified. THis was my suggestion for the approach Airbnb should take and glad to see that they actually implemented it -- at least this did occur one time with me , not sure if it was only in beta testing.....
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Post by Maria Lurdes (Milu) on Oct 14, 2015 18:47:00 GMT
I list my places on VRBO as well, and they don't reveal the address of the booked apartment (yes, an actual booking has already happened) until 2 weeks prior to arrival. I love this!
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Post by High Priestess on Oct 14, 2015 22:41:18 GMT
That's good to know, Maria, I had no idea that VRBO did that, but it makes a lot of sense. I wonder how AIrbnb guests would react if Airbnb had that policy too?
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Post by High Priestess on Oct 19, 2015 1:55:46 GMT
josh shared on OCt 18 2015 Ernest3 hours ago Strict Cancellation Policy Update Hi Josh, I apologize for the delay in getting back to you on this! This has been a developing topic. As part of some research into the affect of cancellation policies on hosts' ability to get bookings, the option to select "strict" was temporarily removed for a subset of hosts who were not currently using it. So that's why some people who had previously had it selected could not find it when they went back to select it again. That research project has now been rolled back and so the "strict" cancellation option should be visible to them again. I know this has caused a lot of confusion among hosts, and I'm very sorry about that. We're working on ways to improve the process for future research so this doesn't happen again. Thank you again for bringing it to our attention! All the best, Jonny Queenie & Ted ( queenie&ted) Thanks for the update Ernest. Having taken the Strict option away, there may now be a rebound effect as more hosts select it! Curious to see how that affects Airbnb's 'research'. Ernest ( josh) We've used strict cancellation on our three listing from early on. You'd be amazed how many people have cancelled, but only a small percentage have complained and asked for refunds. I usually answer that we feel it best that all parties honor the agreement made. That mostly quiets them down. When people are nice about it, I tend to be more flexible. Cause a stink and it's "no soup for you!"
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? I think we really need that. 
