Post by High Priestess on Sept 25, 2015 13:58:13 GMT
Meeting at HQ regarding instant booking and superhosts
Chip has kindly offered a meeting with me to discuss some issues I have with instant booking and the superhost program. I realize that this issue comes at a very difficult time but I feel very strongly about improving the safety of hosts. I don't want any host to go through what I had experienced. I do believe that some tweeking of the program can offer much improved protection of hosts.
Please send me your thoughts and ideas how we could improve the following areas:
Instant Booking
Superhost Program
Trust and Safety Issues
I am preparing a report to deliver to Chip and others at Airbnb and I would love to include your thoughts and ideas.
Reply
A minimum of 3-5 5 star reviews should be required if hosts opt for the "has good reviews" option under IB
Reply
It should certainly be more than 1 which is the current number. I don't think Airbnb should allow instant booking for anyone. There is too much that can go wrong and threaten the safety of the Airbnb host.
Reply
Hi - I spoke to Chip and to Bryan Jung about the Superhost metrics that I think are arbitrary. And how insulted I was that someone with only 10 stays could achieve the status.
Background:
I'm a high volume host (over 160 stays) I take Instant Book for the rooms as well. I consistently have first time Airbnb users. I don't have Superhost status ONLY because of the 80% threshold which is very hard to get to when you have a high number of guests.
Superhost
1. Increase the "trip" threshold - something north of 25 seems more fair
2. Review whether or not 80% is the right rating threshold - perhaps it can be weighted differently for hosts with multiple listings (can I be a superhost on one listing and not on another?); I'm sure you have data scientists who can determine whether or not hosts with many listings or more "trips" are making the cut
3. Provide detail on individual ratings given to host, Let hosts see the ratings for guests (level the playing field). And we might even know how to improve.
4. Give credit for hosting first time Airbnb-ers!
5. Give credit for registering with local authorities.
I take my airbnb business seriously. I've made several improvements to the home (electronic locks, better bedding and towels), now offer some breakfast food in addition to coffee and tea, provide detailed guidance on the neighborhood and the city. I often pick them up and drop them off. I encourage that they use the hot tub. I constantly fine tune my communications. I give them promo codes. I leave a light on.
Reply
As it stands now, I don't feel that superhost status offers any real benefits. You get $100 for staying a superhost for 1 year. Also, you are supposed to get special service at the call centers. Well, I know this not to be true. Countless others have made this complaint as well. Fran, I believe your reviews are the real reason people are coming back to stay at your home. Trust me, being a superhost can be a curse and a little dangerous.
Reply
I have over 650 stays and I have achieved Superhost status. I don't believe the 80% threshold is too burdensome if you actually offer a great product.
Reply
I second F's suggestion that hosts be given recognition in rankings for each first-time Airbnb guest they host. We all know it's far more than merely opening our doors; most times, it's walking newbies through the verification process, responding to a far greater number of e-mails filled with endless questions, etc.
Also, those hosts who have registered should be at the top of the rankings.
I want to see the guests' ratings! Why does Airbnb even ask us to rate them, when neither the guest nor subsequent hosts are able to see that information?! For our safety and well-being, that should be a priority.
Reply
All good points!
Reply
...when the majority of the hosts get registered (which I hope will eventually happen) , what matrix would you use instead for give top ranking to the hosts?
Reply
I am a Superhost, but like most all my reviews are not 5 stars. So I was curious in which category guests found my place lacking. I contacted Airbnb, but they said that info was not available. If we are to improve our services, we need to know which area is not getting 5 stars.
Reply
You have very good points regarding first time Airbnb guests. I wonder if a financial incentive would be a just reward for the hosts who take the extra time and effort to guide the first time guest? Perhaps a credit for a future Airbnb stay? That first experience for the guest determines if they are repeat customers on the Airbnb platform. A good measure is to track the guest and if that guest returns for a 2nd Airbnb experience, the original host gets a coupon? $10 off a future stay? Points?
What do you think of rewards for superhosts? Instead of $100 for remaining a superhost for a year and questionable customer service when there is a problem; how about a prize system?
Guests could earn points to redeem for goods and services. Prizes could be the following:
1. Free or greatly reduced tax service from sharingeconomy tax advisors?
2. Electronic locks for doors?
3. Free airline flight and stay at the Airbnb Open in Paris?
4. Luxury items for your home?
5. Free design services?
The idea is to reward, validate, and provide recognition to superhosts. Change the idea of a continuous year because things can happen out of your control causing you to temporarily lose your status.
A happy host is good for the entire Airbnb community.
Reply
....at the very beginning of your meeting with Chip, ask him - point blank - "is something finally going to change or am I wasting my time meeting with you?" The reply you get will dictate how the meeting will go.
Why am I so cynical? Because I've had multiple meetings/conversations with Chip and his staff about IB, star ratings and a whole assortment of items pointing out areas of concern around transparency, trust/security and providing ideas for improvement (which were welcomed "enthusiastically"). Here we are, almost a year later, talking about the very same issues...and now with a very disturbing incident supporting the*fact* that IB is a troubled (at best) program in its current execution.
Do any of you remember when a Guest was "positively reviewed" in their profile? The interesting thing there was that any review (even a bad one) was considered "positive." I pointed this out and, to airbnb's credit, they removed the word "positively." I'd bet the "Reviewed" designation remains the same allowing anyone reviewed (thumbs up and thumbs down) to use IB. So, think about it you (using IB) may be hosting folks that may only have the one "thumbs-down" review. I'm not certain this remains the case, but we can't know without 360 degree transparency between Hosts and Guests. Why does this persist?
->Yes, allow us more Reservation Requirements (for, both, IB and bookings in general).
->Yes, reveal the star/thumb ratings for Guests.
That would be a meaningful start and demonstrate a sincere respect for Host needs. Of course, we've all outlined many more things we'd like, but if we could just get those two things it would be a huge victory.
As for Superhost....I'm rather ambivalent on the whole program. Until such time that it actually means something, I'm not going to sweat whether or not I'm able to maintain it. I've not once had a Guest say anything about it...ever. They look at the pictures and maybe a review or two....not much else (for better or worse). I can understand F's frustration though and support the suggestions she made. But, like I said...until it actually has any value (i.e. airbnb actively *promotes* Superhosts as a marketing program, search ranking priority, etc), I really can't waste my time on it. I'm just going to continue to do my thing and earn 5-star reviews as a result. Most of us that are busy, already get the hosting game. Being given some obscure, mostly hidden badge ain't gonna make any material difference as to how we go about hosting. We're already awesome!
Anyway, best of luck. I do hope you get somewhere instead of being 'hugged to death' for being such.a.great.host.
Reply
The super host badge should appear on the picture of the listing in the search.
Reply
I think it would be a good idea that hosts get to review their guests by the number of starts based on the host's completed and accurate profile and photo. I love it when guest post a group photo and you have to guess which one is your guest.
Reply
Thank you for sharing. This is very shocking to me. I don't know what to think now. Am I wasting my time? This makes me angry and very upset. I have 3 young children ages 5, 8, and 11 years of age. My wife wants me to stop hosting because she was really frightened. Try to imagine this.....cars, motorcycles, dogs, loud music, drunkard men partying and a mom with 3 young kids unable to sleep and staying upstairs. No, I can't in good conscience stand by and do nothing. If someone seriously gets injured somewhere anywhere in the world then I would feel responsible for not doing anything.
Imagine my embarrassment when I go downstairs at 10:58 a,m with an 11 a.m. checkout and I see liquor bottles lined up against the wall, men and woman hung over at the table, and guests that I never approved cooking breakfast. Clothes and things lying everywhere. Then I see the dog and get a gruff "He's my service animal!" Then the assault begins.
Thank goodness that the iphone has motion control because my hands were shaking when I took pictures.
They are not going to intimitate me I may have come from a poor working class background whose parents couldn't afford to send me to fancy schools but I do have my dignity and my morality. They are not for sale and I will not stand to be patronized.
I am seriously thinking of canceling my meeting now. It was scheduled for Friday - our family day - and I don't want to waste it on preparing for a report that will fall on deaf ears.
Going to bed now and I suspect it will be another sleepless night. Not your fault Drew but this really makes me ill that Chip and Brian knew about this for over 1 year.
Damn! I want Chip and Brian to talk to my wife and see my young children then explain to me how they are going to prevent this from happening in the future.
Reply
Keep the appointment ... you badly need to get this off your chest ! While IB on phone apps are a large portion of this properties online bookings ... Phone apps do not, encourage the prospective guest to "drill down" to our customs ... Some few, are amazed at reception,to find they are joining a "intended community" of travelers ...
Reply
I am not cancelling my appointment. I am going to introduce Chip and Brian to my children and wife. Then he has to convince me that this won't happen again. I want them to see the pain this causes when something horribly goes wrong.
This instant booking is like watching a train wreck in slow motion. We have a moral responsibility to stop this ill-conceived idea from harming other people.
Instant Booking belongs on Priceline or Expedia for hotels not for people sharing their homes. I agree with Peter that instant booking is simply too risky and potentially dangerous.
Many hosts who share their homes agree with me. Instant booking combined with superhost status creates a lethal cocktail. Changes must be made or a safety warning like you see on the side of cigarette packages given to hosts.
Reply
I will keep you posted. I have to get ready for my next guest. He is proposing to his girlfriend today and I need to run to the store to buy some champaign and flowers as a surprise.
I am so pleased that my last few guests are bringing back positive energy to my home.
Reply
I would like to see airbnb be more responsive to hosts when guests show up immediately breaking house rules. If you have specified no dogs, no parties or noise after a certain hour and a limited # of guests allowed on the property and they are violating all these issues, the most important thing is to get them off your property ASAP. The damages to you can be substantial. Don't count on airbnb to take care of things. You will be the one stuck with the lawsuit from a dog attack or angry neighbors who may report you if (in my case) guests were violating a local vacation rental ordinance. I have guests sign my own rental agreement that specifies- if they violate my policies their reservation will be immediately cancelled with no refund. You will probably have to fight airbnb to get them to support you. Even if you have to let go of the first nights income to get a bad guest off your property it's worth it to safeguard yourself, family and neighbors. House rules are very important and airbnb should understand the risk to hosts when guests blatantly ignore terms of their agreement with a host. Since I started hosting I have seen an increasing lack of support for hosts. I never instant book and I think the superhost status is not important. Good luck, it's very scary having someone ignore your rules and threaten you. I've been there. Luckily it's only happened a couple of times out of hundreds of guests.
Reply
Thank you. You are so right. When Airbnb was small it was like a real community. I miss the old days when I could call the guest on the phone before they booked. Now that Airbnb has grown so large, it can no longer offer that personal service to hosts. I feel it is a big corportation now with a focus on the bottom line. It fails on us to offer personal service and we have to fight to get help when something goes wrong. I wish there was a way to separate the two - the corporation and the homesharing community. I love meeting new people and making new friends but not the corporate behavior.
Reply
I definitely agree, as well, that Airbnb should be more responsive when guests blatantly and intentionally violate host's rules. I have read too many stories on the forums where a host wants to kick out a guest who is intentionally violating house rules, and Airbnb responds in a noncommittal way which seems to find fault with the host. I can understand that as the third party, and not being there to have seen what really happened, Airbnb has to hold out the possibility that there are two sides to the story and not come with a bias towards believing either hosts or guests. But when the host has lots of experience, dozens of reviews, it is likely that they can be believed. ANd certainly when the hosts' safety or property is at risk, there should be no delay in providing support to the host and being willing to provide assistance to help remove a very problematic guest or guests.
Reply
I received another response from Chip and Brian Jung. Taking a nap now will write more later.
Reply o
Just received word that my guest proposed and his girlfriend accepted. Congrats! I already feel the postive energy returning ..... I need to get a pic of the happy couple! I will do it tonight.
Reply
Sleep well :-)
Reply
my position on all these things isn't to change fixed arbitrary settings but instead to give the hosts more variability and flexibility in the settings.
for IB: instead of choosing one of 3 pre-set options, have a few "knobs"... choose "minimum number of stars" "minimum number of stays" "minimum/maximum number of days" etc..
so each host can choose what's comfortable for them.
Chip has kindly offered a meeting with me to discuss some issues I have with instant booking and the superhost program. I realize that this issue comes at a very difficult time but I feel very strongly about improving the safety of hosts. I don't want any host to go through what I had experienced. I do believe that some tweeking of the program can offer much improved protection of hosts.
Please send me your thoughts and ideas how we could improve the following areas:
Instant Booking
Superhost Program
Trust and Safety Issues
I am preparing a report to deliver to Chip and others at Airbnb and I would love to include your thoughts and ideas.
Reply
A minimum of 3-5 5 star reviews should be required if hosts opt for the "has good reviews" option under IB
Reply
It should certainly be more than 1 which is the current number. I don't think Airbnb should allow instant booking for anyone. There is too much that can go wrong and threaten the safety of the Airbnb host.
Reply
Hi - I spoke to Chip and to Bryan Jung about the Superhost metrics that I think are arbitrary. And how insulted I was that someone with only 10 stays could achieve the status.
Background:
I'm a high volume host (over 160 stays) I take Instant Book for the rooms as well. I consistently have first time Airbnb users. I don't have Superhost status ONLY because of the 80% threshold which is very hard to get to when you have a high number of guests.
Superhost
1. Increase the "trip" threshold - something north of 25 seems more fair
2. Review whether or not 80% is the right rating threshold - perhaps it can be weighted differently for hosts with multiple listings (can I be a superhost on one listing and not on another?); I'm sure you have data scientists who can determine whether or not hosts with many listings or more "trips" are making the cut
3. Provide detail on individual ratings given to host, Let hosts see the ratings for guests (level the playing field). And we might even know how to improve.
4. Give credit for hosting first time Airbnb-ers!
5. Give credit for registering with local authorities.
I take my airbnb business seriously. I've made several improvements to the home (electronic locks, better bedding and towels), now offer some breakfast food in addition to coffee and tea, provide detailed guidance on the neighborhood and the city. I often pick them up and drop them off. I encourage that they use the hot tub. I constantly fine tune my communications. I give them promo codes. I leave a light on.
Reply
As it stands now, I don't feel that superhost status offers any real benefits. You get $100 for staying a superhost for 1 year. Also, you are supposed to get special service at the call centers. Well, I know this not to be true. Countless others have made this complaint as well. Fran, I believe your reviews are the real reason people are coming back to stay at your home. Trust me, being a superhost can be a curse and a little dangerous.
Reply
I have over 650 stays and I have achieved Superhost status. I don't believe the 80% threshold is too burdensome if you actually offer a great product.
Reply
I second F's suggestion that hosts be given recognition in rankings for each first-time Airbnb guest they host. We all know it's far more than merely opening our doors; most times, it's walking newbies through the verification process, responding to a far greater number of e-mails filled with endless questions, etc.
Also, those hosts who have registered should be at the top of the rankings.
I want to see the guests' ratings! Why does Airbnb even ask us to rate them, when neither the guest nor subsequent hosts are able to see that information?! For our safety and well-being, that should be a priority.
Reply
All good points!
Reply
...when the majority of the hosts get registered (which I hope will eventually happen) , what matrix would you use instead for give top ranking to the hosts?
Reply
I am a Superhost, but like most all my reviews are not 5 stars. So I was curious in which category guests found my place lacking. I contacted Airbnb, but they said that info was not available. If we are to improve our services, we need to know which area is not getting 5 stars.
Reply
You have very good points regarding first time Airbnb guests. I wonder if a financial incentive would be a just reward for the hosts who take the extra time and effort to guide the first time guest? Perhaps a credit for a future Airbnb stay? That first experience for the guest determines if they are repeat customers on the Airbnb platform. A good measure is to track the guest and if that guest returns for a 2nd Airbnb experience, the original host gets a coupon? $10 off a future stay? Points?
What do you think of rewards for superhosts? Instead of $100 for remaining a superhost for a year and questionable customer service when there is a problem; how about a prize system?
Guests could earn points to redeem for goods and services. Prizes could be the following:
1. Free or greatly reduced tax service from sharingeconomy tax advisors?
2. Electronic locks for doors?
3. Free airline flight and stay at the Airbnb Open in Paris?
4. Luxury items for your home?
5. Free design services?
The idea is to reward, validate, and provide recognition to superhosts. Change the idea of a continuous year because things can happen out of your control causing you to temporarily lose your status.
A happy host is good for the entire Airbnb community.
Reply
....at the very beginning of your meeting with Chip, ask him - point blank - "is something finally going to change or am I wasting my time meeting with you?" The reply you get will dictate how the meeting will go.
Why am I so cynical? Because I've had multiple meetings/conversations with Chip and his staff about IB, star ratings and a whole assortment of items pointing out areas of concern around transparency, trust/security and providing ideas for improvement (which were welcomed "enthusiastically"). Here we are, almost a year later, talking about the very same issues...and now with a very disturbing incident supporting the*fact* that IB is a troubled (at best) program in its current execution.
Do any of you remember when a Guest was "positively reviewed" in their profile? The interesting thing there was that any review (even a bad one) was considered "positive." I pointed this out and, to airbnb's credit, they removed the word "positively." I'd bet the "Reviewed" designation remains the same allowing anyone reviewed (thumbs up and thumbs down) to use IB. So, think about it you (using IB) may be hosting folks that may only have the one "thumbs-down" review. I'm not certain this remains the case, but we can't know without 360 degree transparency between Hosts and Guests. Why does this persist?
->Yes, allow us more Reservation Requirements (for, both, IB and bookings in general).
->Yes, reveal the star/thumb ratings for Guests.
That would be a meaningful start and demonstrate a sincere respect for Host needs. Of course, we've all outlined many more things we'd like, but if we could just get those two things it would be a huge victory.
As for Superhost....I'm rather ambivalent on the whole program. Until such time that it actually means something, I'm not going to sweat whether or not I'm able to maintain it. I've not once had a Guest say anything about it...ever. They look at the pictures and maybe a review or two....not much else (for better or worse). I can understand F's frustration though and support the suggestions she made. But, like I said...until it actually has any value (i.e. airbnb actively *promotes* Superhosts as a marketing program, search ranking priority, etc), I really can't waste my time on it. I'm just going to continue to do my thing and earn 5-star reviews as a result. Most of us that are busy, already get the hosting game. Being given some obscure, mostly hidden badge ain't gonna make any material difference as to how we go about hosting. We're already awesome!
Anyway, best of luck. I do hope you get somewhere instead of being 'hugged to death' for being such.a.great.host.
Reply
The super host badge should appear on the picture of the listing in the search.
Reply
I think it would be a good idea that hosts get to review their guests by the number of starts based on the host's completed and accurate profile and photo. I love it when guest post a group photo and you have to guess which one is your guest.
Reply
Thank you for sharing. This is very shocking to me. I don't know what to think now. Am I wasting my time? This makes me angry and very upset. I have 3 young children ages 5, 8, and 11 years of age. My wife wants me to stop hosting because she was really frightened. Try to imagine this.....cars, motorcycles, dogs, loud music, drunkard men partying and a mom with 3 young kids unable to sleep and staying upstairs. No, I can't in good conscience stand by and do nothing. If someone seriously gets injured somewhere anywhere in the world then I would feel responsible for not doing anything.
Imagine my embarrassment when I go downstairs at 10:58 a,m with an 11 a.m. checkout and I see liquor bottles lined up against the wall, men and woman hung over at the table, and guests that I never approved cooking breakfast. Clothes and things lying everywhere. Then I see the dog and get a gruff "He's my service animal!" Then the assault begins.
Thank goodness that the iphone has motion control because my hands were shaking when I took pictures.
They are not going to intimitate me I may have come from a poor working class background whose parents couldn't afford to send me to fancy schools but I do have my dignity and my morality. They are not for sale and I will not stand to be patronized.
I am seriously thinking of canceling my meeting now. It was scheduled for Friday - our family day - and I don't want to waste it on preparing for a report that will fall on deaf ears.
Going to bed now and I suspect it will be another sleepless night. Not your fault Drew but this really makes me ill that Chip and Brian knew about this for over 1 year.
Damn! I want Chip and Brian to talk to my wife and see my young children then explain to me how they are going to prevent this from happening in the future.
Reply
Keep the appointment ... you badly need to get this off your chest ! While IB on phone apps are a large portion of this properties online bookings ... Phone apps do not, encourage the prospective guest to "drill down" to our customs ... Some few, are amazed at reception,to find they are joining a "intended community" of travelers ...
Reply
I am not cancelling my appointment. I am going to introduce Chip and Brian to my children and wife. Then he has to convince me that this won't happen again. I want them to see the pain this causes when something horribly goes wrong.
This instant booking is like watching a train wreck in slow motion. We have a moral responsibility to stop this ill-conceived idea from harming other people.
Instant Booking belongs on Priceline or Expedia for hotels not for people sharing their homes. I agree with Peter that instant booking is simply too risky and potentially dangerous.
Many hosts who share their homes agree with me. Instant booking combined with superhost status creates a lethal cocktail. Changes must be made or a safety warning like you see on the side of cigarette packages given to hosts.
Reply
I will keep you posted. I have to get ready for my next guest. He is proposing to his girlfriend today and I need to run to the store to buy some champaign and flowers as a surprise.
I am so pleased that my last few guests are bringing back positive energy to my home.
Reply
I would like to see airbnb be more responsive to hosts when guests show up immediately breaking house rules. If you have specified no dogs, no parties or noise after a certain hour and a limited # of guests allowed on the property and they are violating all these issues, the most important thing is to get them off your property ASAP. The damages to you can be substantial. Don't count on airbnb to take care of things. You will be the one stuck with the lawsuit from a dog attack or angry neighbors who may report you if (in my case) guests were violating a local vacation rental ordinance. I have guests sign my own rental agreement that specifies- if they violate my policies their reservation will be immediately cancelled with no refund. You will probably have to fight airbnb to get them to support you. Even if you have to let go of the first nights income to get a bad guest off your property it's worth it to safeguard yourself, family and neighbors. House rules are very important and airbnb should understand the risk to hosts when guests blatantly ignore terms of their agreement with a host. Since I started hosting I have seen an increasing lack of support for hosts. I never instant book and I think the superhost status is not important. Good luck, it's very scary having someone ignore your rules and threaten you. I've been there. Luckily it's only happened a couple of times out of hundreds of guests.
Reply
Thank you. You are so right. When Airbnb was small it was like a real community. I miss the old days when I could call the guest on the phone before they booked. Now that Airbnb has grown so large, it can no longer offer that personal service to hosts. I feel it is a big corportation now with a focus on the bottom line. It fails on us to offer personal service and we have to fight to get help when something goes wrong. I wish there was a way to separate the two - the corporation and the homesharing community. I love meeting new people and making new friends but not the corporate behavior.
Reply
I definitely agree, as well, that Airbnb should be more responsive when guests blatantly and intentionally violate host's rules. I have read too many stories on the forums where a host wants to kick out a guest who is intentionally violating house rules, and Airbnb responds in a noncommittal way which seems to find fault with the host. I can understand that as the third party, and not being there to have seen what really happened, Airbnb has to hold out the possibility that there are two sides to the story and not come with a bias towards believing either hosts or guests. But when the host has lots of experience, dozens of reviews, it is likely that they can be believed. ANd certainly when the hosts' safety or property is at risk, there should be no delay in providing support to the host and being willing to provide assistance to help remove a very problematic guest or guests.
Reply
I received another response from Chip and Brian Jung. Taking a nap now will write more later.
Reply o
Just received word that my guest proposed and his girlfriend accepted. Congrats! I already feel the postive energy returning ..... I need to get a pic of the happy couple! I will do it tonight.
Reply
Sleep well :-)
Reply
my position on all these things isn't to change fixed arbitrary settings but instead to give the hosts more variability and flexibility in the settings.
for IB: instead of choosing one of 3 pre-set options, have a few "knobs"... choose "minimum number of stars" "minimum number of stays" "minimum/maximum number of days" etc..
so each host can choose what's comfortable for them.