Synta Keeling (under-represented host series‪)‬ Hosting Your Home - Airbnb host stories

Synta Keeling is an Airbnb superhost and lawyer living in Washington DC. Debi interviewed her two days after the January 6, 2021 assault on the US Capitol.  Synta was previously interviewed in 2016 by the NPR podcast "Hidden Brain" for an #AirbnbWhileBlack episode that dealt with bias with Airbnb hosts and guests. Synta lives in the Capitol View neighborhood which is almost completely African-American. She is a black Filipino woman herself and has a lot of insight into fear that many people feel. Synta explains that she bought her house and was facing a stigma of living on the poor side of the Anacostia river in  Washington, DC.  She couldn't find a roommate.  Some friends recommended Airbnb, with guests being from out of town who didn’t have the built in stigma about her neighborhood.  Synta describes DC as majority-minority.  People would tell her that no tourists would want to be in her neighborhood because of its location. When Airbnb started to grow, hosts began to make a lot of money and more hosts wanted to join.  She sometimes hosted foreign guests who arrived with bias.  Most were wonderful, kind, and polite, but sometimes there were unfortunate incidents. One of Synta's guests was a young man from Europe.  He was headed to somewhere in the south for a semester.  He was very opinionated about Americans, just off the get go, complaining and asking about American flags, guns, etc. Synta is a lawyer, so she is able to have educated discussions on an academic basis.  Her guest didn’t like her answer, a long discussion about the complicated cultural aspects of the US.  She always suggests that her guests take the Metro because it's faster than the bus, but this particular guest took the bus instead.  When he got home he looked like a ghost.  He said at one point the last of the white passengers had left the bus and it was all black except for him.  He was scared and alarmed that he might get hurt. He slowly realized they are just sitting there, they are not going to hurt me. By the time he got back to Synta's place he was clearly struggling with these feelings. As a host of color, encounters like this are inevitable.  She emphasized that it’s no one’s job to teach us about bias and what to do, but she says if you take advantage of teachable moments, it can last a lifetime.  It comes up all the time when you’re hosting.  For some people it’s crushing to realize that they could fit into a racist mold. Synta's Facebook group often addresses racist reviews and she often helps hosts deal with them.  One those Facebook friends got a review that  complained about a guy hanging around the yard.  It turns out that the guy "hanging around" was the host's husband, doing landscaping in their yard. The guest just hadn't met him yet.   Another host had a couple of young women guests from France.  Synta says its normally hard to get police to come out to their area, but the cops will do all kinds of things for Airbnb guests.  The two women were trying to get directions to the hosts’ address and asked a cop.  He said "you do not want to be in that area at all".  The cop gave them a ride there.  And then the host had to deal with the guests feelings, being there at night, hearing what the cop said.  It turned out ok but the host offered to refund their money. The guests stayed but it was a rocky start. The difference between hosting and a hotel, Synta explains, is that your home is very personal. You need to step back and think about what might impact the guest.  She makes sure people know where she lives, no restaurants nearby, all the potential problems so guests can make accurate decisions.  Debi added  that some hosts state on their listings what a guest will and won’t like about their listings.  Synta also uses Airbnb as a guest traveler.  She hates to read dense listings and suggests if you look at some hotel listings, they are less dense.  Use captions on the images!  Synta said