What’s the number one complaint about Airbnb? It’s not what you think it is!
- Replies 9
It’s no secret that Airbnb guests and hosts don’t always agree, and this has proven to be a major bugbear recently.
But, as it turns out, Airbnb Australia’s boss has picked a side…and it’s not the hosts’.
Airbnb says it is 100% on travellers’ side when it comes to guests being given a list of chores to do on check out.
Earlier this year, a post by Google Engineering Director Adriana Felt created quite a buzz, amassing nearly 90,000 likes and 8.3 million views.
In the post, she shared her disappointment with an Airbnb host who expressed frustration over her not vacuuming.
‘I know I’d been warned, but I think Airbnb is over for me—a host is angry with us because we didn't *vacuum*. Mind you, we paid a $185 cleaning fee, stripped the beds, and took the [rubbish] to the local [rubbish tips].’
Airbnb Australia is now making its stance clear.
‘We believe guests should not have to strip the bed, do the laundry or vacuum when leaving their Airbnb,’ Susan Wheeldon, Airbnb’s Country Manager for Australia and New Zealand, told news.com.au.
‘But we think it’s reasonable to ask guests to turn off the lights, [dispose of] food in the rubbish, and lock the doors—just like they would when leaving their own home.’
Many disgruntled social media users saw Felt’s post as a chance to recount similar situations.
Add a few responses here, preferably Airbnb ones too
In May, Airbnb added a ‘before you leave’ section to listings, allowing guests to review checkout instructions on a property's listing page prior to booking.
‘As part of a recent product update, we introduced transparent checkout instructions, which differ from house rules, and are clearly displayed on the listing page before a guest books a listing,’ Ms Wheeldon explained.
‘Hosts also remind guests of the listing checkout instructions the day before departure.
‘We updated our processes so guests can give feedback on checkout instructions, and listings with repeated low ratings from unreasonable chores will be removed from Airbnb.’
Although Airbnb did not confirm whether any listings were removed due to unreasonable chores post-update, globally, over 12,000 listings have been taken down since April this year for various violation-related reasons.
Travel changes
Ms Wheeldon's remarks coincide with a report from Oxford Economics, commissioned by Airbnb Australia, revealing a notable shift in travel behaviour.
The study highlights a transition from international to domestic tourism and from urban to regional areas.
In 2022, approximately 79 per cent of total Airbnb guest spend in Australia was attributed to domestic tourists, compared to 64 per cent in 2019.
The analysis also emphasises the broader distribution of travel beyond conventional holiday destinations.
Oxford Economics Australia’s Head of Consulting Kristian Holding noted: ‘Domestic travellers have been crucial to the tourism sector’s resilience over the past three years as Aussie guests saw opportunities in domestic travel as a substitute for international holidays, with self-drive and regional trips increasing in popularity, which leads to a wider dispersion of tourism spend outside the traditional or “popular” destinations in Australia.’
Moreover, Michael Crosby, Head of Public Policy at Airbnb in Australia and New Zealand, pointed out a specific trend in farm stays.
In 2022, the states with the highest proportion of spending on non-urban Airbnb accommodations were Tasmania (52 per cent) and Western Australia (43 per cent), followed by New South Wales (37 per cent), South Australia (37 per cent), Victoria (35 per cent), Queensland (26 per cent), and the Northern Territory (21 per cent).
Michael Shoory, a Tourism Specialist at Oxford Economics, suggested the regional shift might not be permanent but could thrive with effective marketing efforts from regional tourism boards.
He also highlighted that cities, especially for business travel, were slower to recover. The report revealed that Airbnb contributed $13.6 billion to Australia’s Gross Domestic Product in 2022.
Members, have you ever had similar chores at an Airbnb checkout or spaces like rooms for rent while on holiday? How do you feel about complaints being linked to these tasks? Share in the comments!
But, as it turns out, Airbnb Australia’s boss has picked a side…and it’s not the hosts’.
Airbnb says it is 100% on travellers’ side when it comes to guests being given a list of chores to do on check out.
Earlier this year, a post by Google Engineering Director Adriana Felt created quite a buzz, amassing nearly 90,000 likes and 8.3 million views.
In the post, she shared her disappointment with an Airbnb host who expressed frustration over her not vacuuming.
‘I know I’d been warned, but I think Airbnb is over for me—a host is angry with us because we didn't *vacuum*. Mind you, we paid a $185 cleaning fee, stripped the beds, and took the [rubbish] to the local [rubbish tips].’
A post about an Airbnb host's frustration over a guest not vacuuming gained 90,000 likes and 8.3M views. Image source: X (@@__apf__)
Airbnb Australia is now making its stance clear.
‘We believe guests should not have to strip the bed, do the laundry or vacuum when leaving their Airbnb,’ Susan Wheeldon, Airbnb’s Country Manager for Australia and New Zealand, told news.com.au.
‘But we think it’s reasonable to ask guests to turn off the lights, [dispose of] food in the rubbish, and lock the doors—just like they would when leaving their own home.’
Many disgruntled social media users saw Felt’s post as a chance to recount similar situations.
Add a few responses here, preferably Airbnb ones too
In May, Airbnb added a ‘before you leave’ section to listings, allowing guests to review checkout instructions on a property's listing page prior to booking.
‘As part of a recent product update, we introduced transparent checkout instructions, which differ from house rules, and are clearly displayed on the listing page before a guest books a listing,’ Ms Wheeldon explained.
‘Hosts also remind guests of the listing checkout instructions the day before departure.
Airbnb states that listings with unreasonable checkout chores could be taken off the platform.
‘We updated our processes so guests can give feedback on checkout instructions, and listings with repeated low ratings from unreasonable chores will be removed from Airbnb.’
Although Airbnb did not confirm whether any listings were removed due to unreasonable chores post-update, globally, over 12,000 listings have been taken down since April this year for various violation-related reasons.
Travel changes
Ms Wheeldon's remarks coincide with a report from Oxford Economics, commissioned by Airbnb Australia, revealing a notable shift in travel behaviour.
The study highlights a transition from international to domestic tourism and from urban to regional areas.
In 2022, approximately 79 per cent of total Airbnb guest spend in Australia was attributed to domestic tourists, compared to 64 per cent in 2019.
The analysis also emphasises the broader distribution of travel beyond conventional holiday destinations.
In the wake of the pandemic, tourism in Australia has shifted away from urban areas. Image source: Pixabay
Oxford Economics Australia’s Head of Consulting Kristian Holding noted: ‘Domestic travellers have been crucial to the tourism sector’s resilience over the past three years as Aussie guests saw opportunities in domestic travel as a substitute for international holidays, with self-drive and regional trips increasing in popularity, which leads to a wider dispersion of tourism spend outside the traditional or “popular” destinations in Australia.’
Moreover, Michael Crosby, Head of Public Policy at Airbnb in Australia and New Zealand, pointed out a specific trend in farm stays.
In 2022, the states with the highest proportion of spending on non-urban Airbnb accommodations were Tasmania (52 per cent) and Western Australia (43 per cent), followed by New South Wales (37 per cent), South Australia (37 per cent), Victoria (35 per cent), Queensland (26 per cent), and the Northern Territory (21 per cent).
Michael Shoory, a Tourism Specialist at Oxford Economics, suggested the regional shift might not be permanent but could thrive with effective marketing efforts from regional tourism boards.
He also highlighted that cities, especially for business travel, were slower to recover. The report revealed that Airbnb contributed $13.6 billion to Australia’s Gross Domestic Product in 2022.
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