Every day Airbnb hosts open their homes to travelers looking for a new adventure. These experiences are only possible because of the trust our community puts in one another and the trust they’ve put in us. Our mission is to create a world in which anyone can belong anywhere, and that’s only possible when people feel comfortable. We’re proud that to date over 80 million guests have had safe, positive experiences staying with hosts in over 191 countries worldwide.
Today, we’re excited to share our Standards and Expectations. These guidelines are an expression of the shared values of the Airbnb community, and they were created based on what hosts and guests have told us they view as acceptable conduct and behavior when using Airbnb.
As the Airbnb community continues to grow, the Standards and Expectations will evolve as our community does. As a people to people online platform that is always growing, we are always going to be taking learnings and seeking to apply them to support our community. While we will evolve, the policies will always reflect our core values and the behaviors we expect from the people who are part of the Airbnb community.
These guidelines are based on five core standards: Safety, Security, Fairness, Authenticity and Reliability. Each of these standards comes with expected behaviors from hosts and guests in the Airbnb community. Since every experience on Airbnb is unique, we understand that things come up and unexpected circumstances arise, and we take this into account when reviewing and enforcing these guidelines.
As the Airbnb community continues to grow, the Standards and Expectations will evolve as our community does. These policies will continue to reflect our core values and the behaviors we expect from the people who are part of the Airbnb community.
We’re also introducing a new feature that we’re rolling out to a small percentage of global hosts: Additional Hosts. This feature allows hosts to add a spouse, trusted friend or family member to help manage their listing and help out with things like messaging, check-in, and overseeing a guest’s stay.
We’ve heard from many of our hosts that they’d sometimes like a little extra help with their listing — while also being open and transparent with guests about who they will be dealing with once they arrive. Additional Hosts allows for that flexibility — and not only enables a more convenient hosting experience, but also allows guests to feel more secure and better served throughout their entire Airbnb experience. As we learn about how hosts use the feature we will iterate and share the feature more widely with our host community.
As always, all of our new features and safety procedures are supported around the clock by our 250+ person global Trust & Safety team, as well as our customer support team, who is on hand 24/7 in the rare case that any issues arise.
We look forward to hearing your feedback about both of these new developments. We’re constantly working to serve our global community better, and we’ll never stop investing our time, resources, and manpower in earning the trust and helping protect the safety of our community. There’s simply nothing more important to us than that.