Airbnb has announced the launch of its Neighbor Support Line in Czech Republic, offering neighbors with urgent concerns about a listing the ability to talk to someone directly at Airbnb. Neighbors can request a call from a specialised support agent, who will aim to give them a call back within an hour or less.
While the overwhelming majority of stays take place with no issues, Airbnb wants to be a good partner to cities and local communities and support the recovery and responsible tourism in Czech Republic after the pandemic.
“The vast majority of Hosts and guests are good neighbors who follow the rules. We want to take swift and robust action against anyone who doesn’t live up to the standards that communities expect and the Neighbor Support Line will allow us to do just that. We have zero tolerance for illegal or nuisance activity on Airbnb and work closely with the local authorities on any requests for information.”
Vladimir Beroun, Public Policy Manager at Airbnb
While emergencies and safety incidents should be reported to local authorities, the Neighbor Support Line aims to address both immediate disturbances – such as an unauthorised party in progress – as well as possible long-term or recurring issues within the community. The service builds on the existing Neighbor Tool – which allows neighbors to submit text-based complaints online about a listing – and is managed and operated by Airbnb. Airbnb investigates all reports received through this channel.
While there are still lockdowns in place across Europe, the health and safety of the general public and Airbnb community remains a key priority for Airbnb. In 2020, Airbnb announced a ban on all parties and introduced mandatory COVID-19 safety practices, which all Hosts and guests on Airbnb have to follow to promote public health and responsible travel.
Even prior to our global party ban, the great majority of our Hosts took measures to prohibit parties and events in their own listing House Rules. Based on feedback from our Hosts, we’ve updated our product to elevate where House Rules appear on our listings pages, as well as on the booking confirmation page and confirmation email guests receive to remind them of their Host’s expectations before they arrive. This helps communicate these important rules clearly to ensure guests are respectful during stays.
In addition to these measures, we are in the process of elevating our global frontline Community Support staff by over 50%, to try and ensure we can provide the best possible service to our Host and Guest community as travel bans are lifted and demand surges. This hiring is taking place on a global scale, to support our community throughout the world and maintain 24/7 service.