People keen on listing their place have the option to get help from designated Superhosts. Airbnb also says that it got some inspiration from the Genius Bar at Apple Stores, where experienced tech-support employees, called Geniuses, have a friendly chat with Apple customers while trying to fix their wares. The former Ask a Superthost program, now rebranded into “ one-to-one guidance from a Superhost”, is one part of what Airbnb calls its “ people-powered programs.” The idea is to inject human support when tools and support pages can only do so much. What happened to Airbnb’s Ask a Superhost? It is now Airbnb Superhost Guidance “The best way to help you do something new is with the help of someone who’s done it before”, says Airbnb to explain why Airbnb Setup connects brand new hosts to experienced ones. They’re currently available in 42 languages.Īirbnb Setup exemplifies the company’s genius at leveraging the entrepreneurial sense of its Superhost community With just one tap, new Hosts can reach our specially-trained Community Support agents for help with anything from account issues to getting paid. Here, it is more about Airbnb proving access to support agents who are trained to making the platform accessible to newbies. Unlike with Superhosts, there is no response time guarantee. New hosts are now getting their own support team.It’s been like this for a few years, even if the Supethost support line was discontinued during the pandemic where Airbnb laid off a lot of employees and contractors. So, they get a team dedicated to helping them. Superhosts, the most productive ones, want a fast and special access to Airbnb.Specialized support from AirbnbĪirbnb has realizes that not all hosts are equal: Guests that have recently broken Airbnb policies-or house rules set by Hosts-don’t qualify as experienced guests. In addition to behaving in accordance with our Community Standards and Health and Safety Requirements, which apply to all community members, guests who stay in listings on Airbnb must meet the following guest standards: The majority of guests are respectful and well-behaved. Good track recordĮxperienced guests must have a good track record. Three stays on AirbnbĮxperienced guests must have completed at least three stays on Airbnb-where they’ve booked the reservation. Airbnb supports different payment methods, depending on the country a payment account is located in. To qualify as an experienced guest the account holder must have added a payment method with Airbnb. Verified IDĪs part of the identity verification process, Airbnb may ask guests to provide us with their legal name, address, Government ID, and/or other documentation. To qualify as an experienced guest, a guest must have: Verified ID, Confirmed payment details, Minimum three stays on Airbnb, Good track record. What is an experienced guest according to Airbnb?
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