Visual note
Upbeat music plays in the background. On a white screen, we read in black
fonts, 'airbnb 2022 November Release'.
The camera captures Brian talking. To his left, we see a bowl of fruit. Behind him, to his right, is a spiral staircase with dark railings and wooden steps. In the background, there is a large window letting light in. As he speaks, Brian smiles in a friendly way.
Brian
Hey, it's Brian. We've been spending a lot
of time listening to you, and we've made a lot of changes based on what
we heard. Now, as part of our Airbnb 2022 November Release, I'm excited to share
10 upgrades created just for you, our Hosts.
Visual note
On a white background, we read a big number 10 and, in black font, 'Upgrades for Hosts'.
Brian
To start, you said you wanted even more protection
when you host, so we're giving you even more AirCover.
Visual note
On a white background, we read a big number 1 and, in black font, 'Even more
AirCover'.
Brian
AirCover now includes protection for cars and boats parked at your home, plus expanded coverage for art and valuables.
Visual note
The designs of a car, a boat and a painting appear on the screen. The vehicle is on a grey circle. The ship is on a light
blue circle that looks like water, and the artwork is over a circle that looks
like a wooden floor. Below them, with letters, it is indicated what each thing is. 'Cars', 'Boats' and 'Art § Valuables'.
Brian
And we're increasing damage protections from $1
million USD to $3 million USD.
Visual note
We read $1,000,000 in prominent black characters on
a white background. Then, the numbers increase, growing until they reach
$3,000,000.
Brian
The second thing we heard is that you really want
to be sure guests are who they say they are.
Visual note
Brian speaks directly into the camera with a
confident expression. Next, the camera switches from a short shot of Brian's face to a broader image showing his hands and torso.
On a white background, we read a big number 2 and, in black font, 'Guest identity verification'.
Brian
So, as part of AirCover, we're expanding guest
identity verification to every guest who books a trip to the top 35 countries
on Airbnb. That covers 90% of reservations, and it'll cover 100% next [northern] spring.
Visual note
The image fades into a white background with a
smartphone in the foreground. The Airbnb app is open on the phone, and we can
see a page about the guest. A detailed close-up read 'About Priya',
revealing that this guest has a verified identity when zoomed in. This is shown
with a black shield icon with a white tick inside.
Brian
Now, you also said you wanted help with unauthorised parties, so we built reservation screening technology.
Visual note
On a white background, we read a big number 3 and,
in black font, 'Reservation Screening Technology'.
Brian
Now, this technology looks at hundreds of factors
to block bookings that might lead to unauthorised parties. We're launching in
the US and Canada and expanding worldwide in the [northern] spring.
Visual note
On the app screen, we see a reservation request,
which seems to be covered by an orange banner with a shield icon, indicating
that this reservation was blocked. We read 'This request was blocked'
and a detailed explanation in smaller, grey text.
Brian
So, that's the new AirCover. No other travel company
offers anything like AirCover.
Visual note
On a white background, we read in big red letters
'air' and in black 'cover'. Below, in smaller typography,
'for Hosts'.
Then, a table compares Airbnb's performance to its competitors. Out of 10 points (the first 5 are shaded in light grey), Airbnb has 10 green ticks, while competitors have 8 red crosses and only 2 green ticks. Disclosure: Comparison is based on public information and free offerings by top competitors as of October 2022.
Brian
Now, when you need to file an AirCover claim, we've
heard the process can be a bit difficult. So, we made it easier.
Visual note
On a white background, we read a big number 4, and
in black font, 'Easier to file a claim'.
Then, the phone screen appears, and on the Airbnb app is displayed a window with the AirCover logo at the top. Below the logo, it reads 'for Hosts'. The title, in larger letters, reads 'Request reimbursement', then three subtitles appear: Gather supporting documents, Share what happened, Submit your request. Each point is followed by a smaller text, in grey, that briefly explains each topic.
Brian
It now takes just a few simple steps. Choose the
type of damage, like a missing item. Tell us what's missing, like how old it is
and how much it's worth. And we'll fill in the date. And you can finally write
a note to the guest. And that's it.
Visual note
The Airbnb app displays a window titled 'Let's
add your first item', which quickly moves to a list. When the camera zooms
in, it reads, 'What happened?' showing 3 options:
- Damaged item
- Missing item
- Unexpected cleaning or smoke odour.
The animation selects the second one, and the screen changes to a 'Add an item' window. Here we see several selection boxes. From top to bottom:
- What happened?
Missing item
- What's missing? The animation writes, 'Bath towels'.
- How old is this item? (Age of item) is filled in with '1 year'.
- How much is this item worth? (Amount) is completed with $45.
Next, the animation shows a window in the app titled 'When did this happen?' and fills in the date 24/10/22.
And finally, the
option to leave a note for the guest. It is a window titled: 'Add a note
for your guest', in which we see it is written, 'I returned to find
several bath towels missing'.
To finish this sequence, we see the last screen in which all the data
previously entered is compiled.
Brian
Now, another thing we've heard from you is probably the most important. You
want guests to respect your home. So, that's why we're introducing ground rules
for guests.
Visual note
The camera returns to Brian's close-up. He's
talking emphatically. Then, on a white background, we read a big number 5. In
black font, 'Ground rules for guests'.
Brian
Starting early next year, we'll show them to every guest before they book, so
they will know to follow your House Rules and treat your home like their own.
Now, if a guest breaks the ground rules, they get a warning the first time.
And if it keeps happening, they'll be suspended and, if necessary, removed from
Airbnb.
Visual note
In the Airbnb App, under 'Confirm Reservation',
the animation scrolls down to highlight a part of the screen, which shows the
title 'Ground Rules', and we can read, 'We ask every guest to
remember a few simple things about what makes a great guest. Follow the House
Rules. Treat your Host's home as your own'.
Then, the camera pans back to Brian, speaking convincingly and gesticulating.
Brian
Next, you told us: 'I want to know more about my guests' track record on
Airbnb'. So, we're adding more details in the reviews of guests.
Visual note
On a white background, we read a big number 6 and
'More details in reviews of guests'.
Brian
In addition to leaving a star rating, you can now add more details, which
other Hosts will see when they get a booking request.
Visual note
The Airbnb app screen displays the title 'How
well did Isa follow your House Rules' and the possibility to leave an
opinion based on a star rating. There are 5 stars, and the animation fills 3 in
Airbnb's signature red colour. Below the stars, we read 'Follow some rules',
and in the lower half of the screen, the possibility to indicate what happened
in the form of several buttons with text. Two are selected: 'Stayed past
checkout' and 'Unapproved pet'.
Then, the animation shows the screen that compiles the reviews of that guest, with specific scores for each item:
- Rating average (4.9 stars)
- Cleanliness (4.8 stars)
- House Rules (4.87 stars)
- Communication (5.0 stars)
Below, we see this Host's review for the guest in words and specific details.
In a close-up of these details, we see that 'Took care of garbage' and 'Always responded' have a tick, and 'Stayed past checkout' and 'Unapproved pet' have an alert icon.
Brian
Now, speaking of reviews, you've also told us that it's important to remove
unfair, retaliatory reviews.
Visual note
The camera shows Brian talking with confidence.
Then, on a white background, we read a big number 7 and 'Retaliatory
review protection'.
Brian
Now it's simpler to request removal of a retaliatory review, no matter how
long ago it was left.
You also told us that you want faster payouts. That's why we're introducing Fast Pay (currently in the US only).
Visual note
On a white background, we read a big number 8 and
'Fast Pay'.
Within the Airbnb app, on the 'Let's add a payout method' screen, is a close-up highlight in the middle section, the possibility of activating Fast Pay. Inside a white rectangle, the title 'How would you like to get paid?' is followed by some explanations in smaller letters. The choices are 'Fast Pay' and 'Bank Account', of which Fast Pay is selected. Disclosure: Fast Pay is currently available for eligible US debit cards.
Brian
When you choose Fast Pay, you'll receive your payout in 30 minutes to your debit card for just a small fee.
After we launched Categories in May, many of you asked: 'How do I know which category I'm in?' Well, starting early next year, you'll be able to see which category your home is in. You can see it right in your listing details.
Visual note
On a white background, we read a big number 9 and 'View your
category'.
Inside the app, in the listing details, a quick scroll down takes us to 'Categories', highlighted with a banner that reads 'New'. Two categories are selected: Trending and Design.
Brian
Now, speaking of Categories, we're adding six new
ones like New, Trending and Adapted, which are homes that have been designed
for wheelchair access.
Visual note
On a white background, we read a big number 10 and 'New Airbnb
Categories'.
In the app, we walk through the three new categories.
-
'New' shows a photo of a cabin in a forest in Big Bear, California,
added 2 weeks ago.
- 'Trending' shows a photo of a house in the country, very modern,
with large windows. It is located in Lake Hayes, New Zealand.
- 'Adapted' shows a photo of a log cabin in a beautiful natural
setting in Bostic, North Carolina. The image features a large dark wood entry
ramp.
In this last category, the animation scrolls down to show another adapted house. Then we see the photo of a cottage in Hexam, United Kingdom.
Brian
Now, many of our Hosts of private rooms asked about
a category for them. Well, we heard you, and now, you'll see a 'Private
Rooms' category with over 1.2 million listings around the world.
Visual note
A quick look at the new 'Private rooms' category shows us some
photos: a bright room with dark wood walls and a large bed with tatami-like
chairs in Bangkok, Thailand; a room with white walls and furniture, full of
light and with a blooming orchid, in Imerovigli, Greece; and a modern room with
a glass wall and wooden floor, in Mexico City.
Brian
So, those are the 10 upgrades that we made for you,
our Hosts, as part of our 2022 November Release. I really appreciate your
feedback. It's made our product better.
Visual note
On a white background is shown a list of all 10 upgrades. Then the camera
switches to Brian smiling, friendly, closing the video.
Brian
And I look forward to working with you all over the next year.
Visual note
On the centre of a white background, the red Airbnb
logo. The music ends.