When No One Travels

When no one travels, no one stays.

To look at the business side of hosting right now is to look into the eye of the storm - a storm called Coronavirus.

How do you continue to Host Well in difficult times?

What can you do Right Now to positively impact your business for the future?

Change the Narrative

Airbnb hosts, in particular, are taking a hit in the media – characterized as “angry,” “frustrated” and “furious.” Several articles document our complaints – the loss of income, Airbnb’s decision to fully refund guests, and how they implemented the new corona cancellation policy.*

There is another side to the story.

There are hosts who advocated for full refunds on behalf of guests before the company acted - hosts who were gracious under financial pressure.

What can you do? Write letters to the editor and email the journalists who are reporting on Airbnb. Let them know they are not reporting the whole story. We are the only ones who can change the narrative.

Use your Social Media

This situation is perfect for social media! Instagram, Facebook and Twitter are great for sharing stories. Get personal. Share how you have supported guests and help keep us – and the media - focused on the community aspect of home sharing and hospitality.

As business picks up and people start to travel, they will be looking for those hosts who stayed positive, supportive and active. They will need to find you, so get your story out there!

Focus on your Networking

Use the time to make connections with other hosts in your neighborhood and community. When bookings are plentiful, a good network is a great resource. If I am not able to offer someone a space, I know I can refer them to a host who will treat them well.

But that network can work for you even in times like these.

The calendar for March and April cleared out quickly with corona, but then I was contacted by a host who had a friend stuck in the city with nowhere to stay. We had an empty house due to cancellations, so we offered space at a discounted price. We are definitely not making our usual profit – if any at all – but we are strengthening our network, extending hospitality and building relationships to support long-term positive results for the business.

Our network was our lifeline. Think about it – every guest you treat well during cancellations and crisis is a potential guest and referral for the future.

Support Workers on the Front Lines

Be one of the good guys.

There are nurses, doctors, grocery store workers, counselors, firefighters who may need to self isolate away from family. Use what you have and put your space to good use. You can be a part of the solution in your community.

Reach out to Airbnb and Speak Up

All of us are frustrated, all of us are losing income, all of have a voice – use that voice to bring ideas, information, and your opinion to the company.

Bring solutions to the table – in place of anger and complaints. As hosts we can come together in a time of crisis instead of tearing apart. Speak up in a way that improves the situation.

This crisis has shown us that there are things to address. If we can do that now – it’s a win for all of us. Do corrections need to be made at the corporate level of Airbnb? Apparently. As my mom used to say, it appears they spend money like it grows on trees – but I know what 10% interest looks like and no tree grows that fast. Is it ok to voice your dissent? Absolutely. Is it ok to be frustrated or even angry that you are losing income? Of course.

How you deal with those feelings is the question.

Venting our anger and frustration in the media only reflects badly on hosts as a collective. We are all in this together – guests, hosts and company!

Take Stock

I know there is a harsh reality. Some hosts may not come out of this with their business intact.

Hosting well, staying gracious, showing empathy to your guest doesn’t mean you don’t reckon reality. It just means you decide to respond to reality in a different way.

Take stock of your business practices. Are you operating by the Rule of 3 - money for today, money for tomorrow, money for a rainy day? Do you have a contingency plan? Have you saved cash reserves to see you through lean times? How can you plan better and pivot your business model to the current need?

Take stock of your attitude and communication practices. Be mindful about your tone when texting or messaging guests. Be transparent and honest about process or protocols, what you can and cannot do. Be clear what you control – and what the company has set as policy.

Plan your Exit

Coronavirus and its impact may have been sudden and chaotic – but your exit from hosting does not have to be. If you cannot pay bills, ration your funds, or find a way through the next few months – then it may be time to find a different place to put your time and energy.

Adapting well is one of the key characteristics of hosting well. Adapting to the current economic climate might mean you significantly change your business model or your work.

It will not be easy – but it may be the right choice for you.

Stay Positive

Take a long-term view and look for future possibilities.

This crisis will change the way we operate – the way we look at hosting and short-term rentals, how we invest and how much risk we are willing to take. It is worth the effort to explore the possibilities of hosting as a business - even when no one is traveling.

There are those who can help you think through what is on the horizon – even hosting in a totally new way.

Stay Gracious and Host Well!

Referenced articles:

CNN Travel – “Airbnb further expands its coronavirus response, hosts complain, Vrbo makes no changes” Jen Rose Smith, updated March 15, 2020

Wall Street Journal – “Airbnb’s Coronavirus Crisis: Burning Cash, Angry Hosts and an Uncertain Future” Kirsten Grind, Jean Eaglesham, Preetika Rana, April 8, 2020*