I called Airbnb for the second time yesterday concerning the problem of incomplete verification of guest seeking a reservation. On both occasions Airbnb has told me they were very sorry but it was a glitch in their system. Yesterday, after going through the same problem, and putting on hold the acceptance of the guest’s request, the last CS rep I spoke with said, “Oh yeah, that’s a new thing we are trying. Airbnb is not releasing the photo of the guest to the hosts to make sure that our hosts are not discriminating against guests.” ??? What? So all the time I spent on the phone and through Twitter to figure out if whether my most recent guest inquiries had been verified was for nothing-- in actuality Airbnb is using us as lab rats in some weird social experiment they’re running? I’m sorry, but I am not a child. I am running a business out of my home where my children, husband and I live. Airbnb is not putting themselves at risk, we are. For them not to disclose their “experiment” to us is flat out dishonest and does not show good faith in our relationship. So much more to say here about the direction Airbnb is going, but first and foremost it is obvious that their primary concern is the not the safety of their hosts and their families, but rather their social consciousness. Badly done indeed.

Comments

DebiDebi
8 months ago

It's been known for a long time that Airbnb 'tests' changes on different markets. Frequently they don't know what is going on from one department to another within their own system. We've just learned that Airbnb is discontinuing the option to click the 'government identification verification' button for Instant Book guests. Evidently they are now requiring that every guest go through the government I.D. verification process. As usual, this is not rolled out to every host and no mention has been made to us regarding this, as we are left wondering what is happening to our standard safeguards. Like you, a number of hosts in our community called until someone was finally told that this will soon be the standard. As Airbnb grows and gets more controlling of their market, the individual host is feeling abandoned.

mrsgoodwillmrsgoodwill
8 months ago

So to interpret, Airbnb's promise to us that guests will have been fully vetted including a government ID is no longer valid? What are the current criteria then?

mrsgoodwillmrsgoodwill
8 months ago

How unfortunate to hear that. With all of the "hurry up and wait" from their Select offerings, we clearly see that communication is not their forte, but this--this is not cool. Ultimately playing tricks on hosts for their amusement? I don't have the time for these kinds of immature games. Let's get some fierce competition going for Airbnb? What's up with that? Without it, they seem to be getting drunk on their own success and forgetting the people who got them to where they are now. :(

helen62helen62
8 months ago

Airbnb have received a lot of bad press for discrimination. Guests are their primary customer and they treat hosts like stock in a warehouse.

Perhaps a little harsh, it feels that way. More accurately, they are trying to imitate hotels. The key difference is that these rentals, quite often, are our homes! They are not units in a building. It's a personal space which requires trust. It doesn't help when Airbnb doesn't even trust us!

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