Airbnb hosts are melting down over a new policy banning them from making guests complete tasks that “would typically be performed by a cleaner,” like “stripping the bed, taking trash offsite, or washing and putting away dishes.”
The change, which applies to all bookings made on or after November 20, quickly sparked outrage after it was announced in an email to Airbnb hosts on Wednesday. Many began fuming online about losing the right to make their guests clean up after themselves.
“As hosts, we have a responsibility to protect our investments, our homes, and, in many cases, our personal living spaces,” one person wrote in Airbnb’s official forum for hosts. “The problem is that Airbnb increasingly expects hosts to accept the risks while limiting our ability to protect ourselves.”
“Airbnb is like an abusive partner,” wrote one user on the Reddit community r/airbnb_hosts. “I'm alive long enough to recognize how truthful those few words are,” another person replied. “Until and unless I see substantive changes, I'm finally out.”
A different self-described host declared that going forward, the kitchens in their rentals will be “stripped down to only bare essentials.”
Many guests, meanwhile, are celebrating. For years, travelers have complained about having to pay hefty cleaning fees as part of their Airbnb bookings, only to be required to complete a list of chores before checking out.
“The guest experience has become total ass,” one person said in a subreddit for Airbnb hosts. “Clean dishes and run in the dishwasher. Strip the beds, put all linen in the laundry room. Take out all garbage, put in garbage can, take to the curb. Honestly, knock it off.”
Airbnb noted in its Wednesday announcement that hosts can’t get around the new policy by listing cleaning tasks in the “Requests” section of their listings instead. Airbnb spokesperson Simon Letouze tells WIRED that hosts can still make “reasonable” requests, such as asking guests to put dirty dishes in the sink. Other examples Airbnb cites includes asking guests to take short showers in areas with drought-related water restrictions, or telling them to place trash in bear-proof containers.
In a Facebook group for Airbnb hosts, one person posted what they claimed was a screenshot of their failed attempt to edit their property’s “Requests” section. They tried to ask guests to wash and air-dry dishes, put dirty towels in the laundry room, and take trash to a dumpster at an RV park they could find using a map on the refrigerator. But they realized they couldn’t hit save. Airbnb's interface had underlined and highlighted the requests in red and displayed a pop-up that read "Guests shouldn't be asked to do this task."
Hosts also can’t circumvent the new policy by giving guests a printed list of rules and asking them to sign it when they check in. On November 20, Airbnb is also banning hosts from requiring guests to sign separate contracts, with limited exceptions for local legal requirements, longer stays, or accessing “an optional amenity” like a “golf cart rental.”
If one of these situations applies, hosts have to mention it in the dedicated section of their listing. Airbnb adds that it “doesn’t help enforce the terms of these contracts.” Hosts who violate either policy, Airbnb warns, may receive warnings, or in severe situations, have their listings removed, or be banned from the platform entirely.
In a Facebook group for Airbnb hosts, one person posted a letter they claimed to have sent to company executives, demanding the ability to set their own “common-sense expectations” for guests. They encouraged others to send their own versions. Another asked if they should raise their prices, while a third called for hosts to organize a platform-wide strike.
“Even if we all unlist our properties for just a day or two, we can send a powerful message,” they wrote. “Airbnb built its empire on OUR properties. It’s time we reminded them who actually holds the power.”
Some hosts haven’t given up on finding a way to ignore or get around the changes. On Reddit, one person said they would simply move their rules to other sections of their listing, like “Guest Access.”(Airbnb did not immediately respond to WIRED’s inquiry about whether this would work.) Another person said they would give the guests a “house manual,” require the guest to read it, and provide a “codeword” as proof. (Several pointed out that this is not only unenforceable, but against current Airbnb policy.)
“First sentence of my requests section will now state ‘Here are my house rules!’" another person said, though it’s unclear whether Airbnb’s interface will allow this. They named “not smoking” as an example of one of their house rules, but Airbnb has said it enforces host-imposed smoking bans.
Unwanted smoking and other serious scenarios—like letting dirty dishes become “health hazards,” leaving “permanent stains on sheets,” and creating “mountains of rotting garbage" —were invoked by several hosts. But these policy adjustments, seemingly, will not change how any of these things are treated.
Airbnb already has its own ground rules that all guests must agree to. The general credo is to "treat your host’s home like your own," which translates to things like putting trash in the trash can, and not leaving moldy dishes.
If a host finds anything was damaged or went missing during a stay, guests are expected to pay a “reasonable” amount to repair or replace it. Hosts are also protected through the platform’s protection program, AirCover, which will reimburse up to $3 million for certain property damage caused by guests, including furniture, cars, and other belongings.
Additional cleaning costs, such as performing "smoke odor removal" or handling "pet accidents” are also covered by AirCover. Airbnb notes that the cleaning fees hosts are allowed to set are only meant to cover standard guest turnover tasks like laundry and vacuuming. Hosts can’t “charge guest fees for failing to perform specific cleaning or checkout tasks,” though they can still leave guest reviews “based on cleanliness.”
In the Airbnb Hosts subreddit, a few lurking guests were quick to bring up the cleaning fees, which are famously the subject of their ire. One self-described “mostly guest” said they’re not opposed to running the dishwasher or stripping the bed. “Just don’t charge me a cleaning fee over $100 then,” they said.
“Truth nuke,” another person replied. “Why would I have to pre-game the cleaners?”