AirBnB's 11 Star Rating Grates on Vacation Rental Managers
By Ron Lee
Published: 09/01/20 Topics: Comments: 0
It doesn’t happen to all of the technology titans, but it does infect most of them.
Brian Chesky, one of the founders of AirBnB, is the latest patient to be stricken.
The disease is called Hubris and it can knock down a person at any age, but younger business people are more prone to allow themselves to get sick. It starts when young kids have a good idea, and grow it fast with the new opportunity of world domination that the Internet often allows them to believe, as we used to say in high school, that "Their XyMTX don't stink."
AirBnB has always had a major problem lurking below the surface. Started as a couch-surfing business, they quickly learned that vacation rental homes rent for much higher rates and there are millions of them. That enables big growth.
Guests, who are looking to share a room and meet a new host friend in faraway places, can make good renters of vacation rental homes, but not when a website like AirBnB intentionally confuse them.
In a 2018 article titled "The 11-Star Rating", Chesky inadvertently revealed that he still completely misunderstands the "whole house" vacation rental business.
Although it is impossible to get any higher than a 5-star rating on AirBnB, Chesky admonishes "hosts" who don't do things to get his impossible 11-star experience rating. But here are his dictates that don't fit vacation rental guests.
ARRIVAL - He expects hosts to meet every guest at the front door and greet them upon arrival. Never be late it admonishes.
The problem is that guests who rent homes want to arrive whenever they want, even late at night, and not to be bothered by people they don't know. They often fly or drive long distances and simply want to arrive, plunk down their gear and relax.
Oddly, AirBnB is now requesting that all listings offer "self-check-in" due to the Covid virus. So why would Chesky contradict that and violate the privacy that whole house guests expect? Seems he isn't even aware of what his company is doing. (More hubris.) Proof he loves guest rooms, but not vacation rentals.
ACTIVITES - Then he says a host should go ahead and make activity reservations for guests even before they ask. "I know you like surfing. There's a surfboard waiting for you. I've booked lessons for you."
This is more nonsense in a private vacation home. Clearly, Chesky hasn't tried this tactic himself. What day are the lessons? Can they be cancelled? Are they for all 12 people staying at the house? Who pays (guest, homeowner, manager)? Having a well-crafted welcome book that lists local activities is what visitors want. But to think you, the host, knows what a vacation rental guest family wants is presumptuous at least and hubris at best. There is that word again.
STUPIDITY - Chesky's delusional thoughts are amplified by his request that hosts do things like this: "By the way, you can use my car." No insurance agent in their right mind would allow a home owner to give their car keys to people without signing massive disclosure agreements. In fact, your insurance carrier won't let you do it at all.
In most jurisdictions, it would be illegal to do so without a business license specific to car rentals, and those rightfully come with many requirements and stipulations. Leaving out bikes, surfboards, jet skis and other equipment for guests is also verboten.
Sure, maybe Chesky was trying to make a point, but this is from a guy out of touch with Vacation Rental owners and managers.
THE BEATLES - Then he proposes that "There'd be 5,000 high school kids cheering my name with cars welcoming me to the country" (kinda like the Beatles arrival in America in 1964).
Boy, I am sure your neighbors would like that one. After the hundreds of legal challenges that AirBnB faces worldwide, how can he not recognize the problems he is giving the Vacation Rental Industry?
Or how about, he says to property owners, "You'd be there with Elon Musk and you're saying, 'You're going to space.'" I'm sure your insurance agent would love that one.
IMMATURITY - Lastly, Chesky resorts to vulgar profanity to emphasize how great he thinks all his ideas are. Clearly, the sign of a young man who has not had to become an adult at all, because he got lucky with a good idea and lots of venture capital.
Everyone understands that Chesky is trying to emphasize giving customers more than they pay for. And everyone agrees. A nicely designed whole-home, hospitality clean, with a good welcome book are all appreciated.
But at vacation rentals, guests want to make their own plans. They don't want to be interrupted and they certainly don't want some punk telling them what they will be doing. Maybe it works for single room rentals, but the anticipation of in-your-face hosts sets expectations in inexperienced guests that vacation rentals do not offer.
VRBO guests are savvy to how whole-home rentals work and are considerate and easy to work with. AirBnB guests, especially those having seldom stayed in a vacation rental home, arrive with unreasonable thoughts that AirBnB is planting in their heads, without clarifying how homes are different.
How about "We won't be arriving until 1am, can you still meet us when we arrive?" Or "I like your host photo, can you take us out to the best restaurant in town?"
Vacation Rental owners know that Chesky's diatribe is hyperbole to the highest degree. We can understand he wants to sell the AirBnB experience as something more than it is. But he is over-promising what cannot be delivered and which must be called out for what it is - dangerous for the Vacation Rental Industry.
Chesky's hubris has accelerated the growth of vacation rentals on top of the increases that VRBO and other websites have done. But his methods have also peeved property owners, neighbors, cities, counties and even countries across the globe. Can someone talk to the kid and rein him in, before he kills rental rights in so many communities?
Author: Ron Lee – Volunteer, Vacation Rental Association
Blog #: 0785 – 09/01/20
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