Building and Improving the Superhost Program

Airbnb
Official Account

Building and Improving the Superhost Program

Superhost Criteria.jpg

 

As our global host community grows and becomes increasingly diverse, Airbnb’s programmes and policies need to grow and adapt as well – both to ensure the success of people from all over the world, and to show our appreciation for hosts’ hard work and amazing hospitality. That’s why we’re updating the Superhost programme to make it more fair, inclusive, and valuable to hosts everywhere.

 

 

Review rates

Great reviews are essential to earning Superhost status. They also help create a community where trust and transparency is shared between guests and hosts. But, hosts can’t control whether or not their guests choose to leave a review. After examining global data and speaking with Superhosts in a number of countries, we discovered that review rates aren’t consistent worldwide – some travellers always leave reviews, while others rarely do. This discrepancy can put some hosts at a disadvantage when it comes to consideration for Superhost status. In order to make the evaluation process more fair for everyone in our global community, we’ll no longer require that hosts have at least a 50% review rate in order to become Superhosts (or retain their existing status).

 

 

Cancellation policy

As part of our effort to make sure Airbnb programmes are built to meet the needs of all hosts, we’re also updating our cancellation requirement. Previously, we required that Superhosts have zero cancellations, but for hosts with an extremely high volume of bookings across multiple listings, that standard is impractical. To make the programme more fair for high-volume hosts, we’re now allowing one cancellation per 100 trips booked over the past year, which means a cancellation rate of less than 1% across all of your listings. It’s important to note that we still take cancellation as seriously as ever. Over the past five years, the Superhost community has worked hard to earn the trust of their guests and we will continue to reward that trust by recognising the most reliable hosts with Superhost status.

 

Both the changes to our cancellation and review requirements will take effect on the 1 July quarterly Superhost assessment. We’ll also be updating hosting dashboards at this time to reflect this new criteria.

 

 

Stay tuned 

We’re committed to continually improving the Superhost programme so that it works for the entire host community. That includes using clear, fair qualification criteria and making it valuable for every Superhost. From the overall design of the programme to how it rewards the community, we’re looking at different ways to not only make your hosting experience more positive, but also help you be more successful. So, please stay tuned, there’s a lot of exciting news to come.

674 Replies 674

So agree!!

Ann489
Level 10
Boise, ID

@Airbnb    I'm with Mark.  The 1/100 cancellation policy does little for us "small-fry" hosts.   It seems that Airbnb is catering more and more to those high-volume, multiple property entities these days and has forgotten those who made Airbnb what it is.  😛

As an 'at home host' who has never cancelled in 6 years of hosting I think the 'little guy' deserves some reward for what they do. 160 guests from 27 countries sharing our space has been a brilliant experience... but one of us is always here.  1/100 is OK if something goes wrong when I am on the App 250 miles from home...…  Airbnb was built on the at home basis and now it seems it is a way of building up your property portfolio. Being at home and using my spare room has been a worthwhile experience and I have only ever had 1 language problem even using google translate, and no other problems so far. I guess if you are not in your property (or nearby to call on) then sadly you will have guests with different attitudes than those who visit me.  As I write there is water dripping through the lounge ceiling from an overloaded bath.... first problem of the season!!!!

 

Ivana61
Level 3
Okrug Gornji, Croatia

Totally agree. It is only for those who wave xyz listings, fare away from original AirBnB concept... So far once AirBnB cancelled my reservation, without note, because of bug with smart pricing. That listing doesn't work good after that.

Ivana Okrug Gornji, Croatia
Alice595
Level 10
Concord, CA

@Airbnb @Ann489 @Mark116 @Emilia42 

 

For those large business and corp listings, do they really care about Superhost status? I don't see a quantified numbers of listing or bookings which can be considered as extreme high. In addition, for those corp and business listings, there are two or three rooms available for the same listing. Do they really encounter the schedule planning issue?

 

Airbnb's move is useless.

Branka-and-Silvia0
Level 10
Zagreb, Croatia

Ok, these are 2 steps in the right direction... and now just 10-20 more to go  🙂

 

@Branka-and-Silvia0  Yep 😄

Lizzie
Former Community Manager
Former Community Manager
London, United Kingdom

Thanks @Branka-and-Silvia0 , it's great you like these changes. Yep, there are a few more things on the wishlist, 2 down though! We are making progress. Hehe! 🙂

 


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Thank you for the last 7 years, find out more in my Personal Update.


Looking to contact our Support Team, for details...take a look at the Community Help Guides.

Nancy103
Level 3
London, United Kingdom

@ admin. Could you please respond to the many comments about retaliatory reviews?

Agree. Very slow progress.

 

Thomas1033
Level 10
North Tonawanda, NY

How about a “super guest” title for exceptional guests who don’t cancel their reservations, have good communication, follow house rules and don’t arrive with more guests than registered and paid for.

David3267
Level 10
Torquay, United Kingdom

don't think I've ever had too many of those!

 

What a brilliant idea!  👍👍

i think the rating should be applied to guests as well so it helps Airbnb community.

A great idea indeed.    

Excellent idea 🙂

Ivana Okrug Gornji, Croatia