Is There Such A Thing As Being Too Omnichannel? Some Airbnb Guests Say Their Hosts Are Violating Their Privacy, And Charging Them A Fortune To Do It

In an already volatile housing market further plunged into crisis by inflation, homeowners and apartment renters who list their living spaces on the website are not only using their pseudo-hôtelier status to monopolize already struggling hospitality and housing industries; some are also over-exercising their capacity to oversee and rent properties. When it comes to providing a unique client experience, communicating with your customers and setting expectations are essential. But in an era where all brands are being encouraged to proactively engage with customers across channels, how much communication is too much? In the case of Airbnb, Hotel Twitter tried to find the answer.

After a tweet from an Airbnb guest claiming that their host had secretly installed and disguised multiple security cameras within the rented space went viral this month, other Twitter users chimed in to share their own Airbnb horror stories, which include but are not limited to: getting charged via Venmo for not cleaning up to host expectations post-stay, being texted every few hours with reminders not to overheat an outdoor pool, and even being forced to complete a screening interview prior to booking their stay.

While many users of the hotel alternative website know to expect clean-up and maintenance instructions in a binder, in the app, or on a notepad upon entry, some hosts are taking the idea of concierge and communication to the next level, in ways that some might even argue are intrusive. 

And as Airbnb’s popularity increased over the years, so has the level of criticism the business and its hosts have received. Despite host claims that booking a stay through Airbnb allows guests to have a more cost-effective, personal, customizable home-away-from-home experience that enables them to accommodate larger groups and connect with locals, that isn’t always the case. Many guests have noted that what constitutes an Airbnb stay—linen fees, parking fees, administrative fees, property fees and cleaning fees—can run upwards of $300, especially if you fail to follow the check-out or house rules dictated by hosts. And although hosts are technically allowed to text customers regarding their stay, some are clearly abusing their access to customers—and ultimately turning getaways into hassles. Some Twitter users say that being constantly pursued by hosts in-app, through payment sites, and even on social media to remember everything you need to get done before you leave adds an unwarranted level of stress to an experience designed to promote leisure and relaxation.

Some Airbnb hosts even appear to be taking creative liberties when it comes to overseeing their properties and communicating expectations, to the point that guests’ activity can be recorded during their stay without their consent.

Property owners who list their homes on the site are legally allowed to install cameras throughout their homes as long as they “don’t infringe on another person’s privacy.” Per this guideline, the extent and means by which security cameras are utilized within Airbnb home rentals is totally at the discretion of the host. Not only that, but the method by which such information is disclosed is also open to hosts’ interpretation. As a result, some guests claim that the term “privacy” is perceived more as a guideline than a legal right by hosts. Airbnb customers also make the argument that host communication regarding security surveillance is insufficient, if not non-existent.

For a guest, if you’re not abiding by the host’s rule book—no matter how lengthy, specific, or arbitrary it may be—they can and will watch your missteps in real-time, at times unbeknownst to you. Thereafter, a host can contact you and bill you accordingly for your misstep, with proof.

That is, if you even make it through the door—Airbnb hosts have also been known to use guests’ profile pictures and names on the app as a tool for racial profiling. Some users have reported reaching out to a host regarding a potential Airbnb stay, only to later discover that the previously available listing was suddenly  unavailable once they initiated contact with the property owner.

Violations of personal privacy considered, Airbnb may not be the best solution for guests who are hoping to use the platform as a way to facilitate a relaxing vacation, or as a last-minute solution to packed hotels on a business trip. Spending the last few hours of one’s stay doing housework sounds a lot less like vacation, and a lot more like being back at home—at premium pricing.

When customers encounter a problem, they want to be able to receive an individualized customer service experience as soon as possible, one that hopefully resolves their issue. Airbnb, whose customer experience team fields hundreds of comments and concerns on social media, online and through the app globally per day, did reach out on Twitter in response to @foxytaughtyou’s viral tweet. At the time of the initial post, @foxytaughtyou claimed that Airbnb had yet to respond to her issue, or offer her a refund:

As a large-scale company, Airbnb is in a unique position when it comes to improving its customer experience: as responsive and helpful as the corporate team may aim to be, its communication regarding customer service is largely in the hands of hosts. And If those hosts take advantage of existing policies or overstep their communication boundaries, customers may hold that against the brand itself. 

@foxytaughtyou has since taken down her June 12 Tweet. Hopefully, the removal of her Twitter thread signals a resolution of the issue by Airbnb. While a resolution would be a win for this particular user (and for Airbnb's service team), the deletion of the Twitter thread means that customers will be unable to use this customer review to avoid a similar situation. And in a world where we are looking for quick and accessible communication, streamlining the omnichannel experience is essential for any organization serving consumers. Whether it’s a text from an agent, a Tweet from a customer service representative, or even an automated phone system, we must use the tools at our disposal wisely and efficiently.

Photo by Compare Fibre on Unsplash