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.
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).
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.
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.
I am grateful to see that you can have one cancellation for every 100 bookings in the past year. We had some guy show up at the door ten minutes before check-in ended and we did not hear him. We lost our Superhost status for six months! Sucked.
I send a message with my top house rules the day before arrival and had a guest want to host a party. I don’t allow parties. He never showed up but was allowed to review the cleanliness? This is nonsensical.
Location is a strange thing to be given a Star Review on. We have sometimes received 4 stars for our Location, however, that is something we cannot change. We are always very clear, from our Description Summary and our first contact message, where we are located. Port Stephens has a busy, Tourist side and a Quiet, on your way to somewhere else side. We do not want to mislead people when they search on Port Stephens. The pin even clearly shows where we are but we still get rated down. Some people love our location while others are going to want something in the middle of the action, that can only be determined by the person making the booking.
I frequently have the same issue. In my welcome email, which is automatically sent immediately after booking, I state that we are a quiet rural location 4 miles (6km) from the nearest shops, public transport, pubs, restaurants etc. and yet I still OFTEN get marked down on location. It makes no sense.
Why are guests misled by being told that 4*s is a Good rating, and then Airbnb turns around and punishes hosts for anything below 4.8?
Why are retaliatory reviews allowed?
Why is a guest who cancels the day of the booking and never stepped foot in the place allowed to leave a review? How can a person review something they've never seen?
Why is the guest review form written in such a way as to prod a guest into criticizing the listing?
Can Airbnb keep hosts' Superhost status running when they close their property for building renovations please?
I lost my Superhost status because I made extensive renovations (3 months work) to the main bedroom in our rental cottage. Our latest guests love it, but I have lost out on the perks of being a Superhost!
I was intending to make further renovations next year, so it looks like I'll be penalized again for my further improvements!
Has anyone out there managed to get around this problem?
Many thanks .....
Tired of begging to receive my refund.
Months ago I charged a guest because of a missing item in my home.
Payment is still pending while guest agreed and confirmed trough resolution center.
I also have received several reviews where the guest selected the incorrect rating in a hurry, and you no longer have the option to review your review before publishing so it is very easy for errors to go through.
Also when I have asked guests to please clarify their lower rating, it is apparent that they interpreted the review categories in a completely different way.
Booking.com rates a 9/10 as a pretty good review, and a 10 as exceptional. If 5 is the expectation for Airbnb, what can you possibly give for hosts who do go above and beyond expectations?
Don’t be confused by Booking.com’s ratings - they are actually only 1,2,3 or 4 - in that you can only rate 2.5, 5, 7.5 or 10. There are no in between ratings. This is equally unfair as a rating of 9/10 looks pretty good - but it is averaged over those 4 categories.
Yes, guests do view the Airbnb rating system differently to us and they do not understand how critical the 5* rating is to Superhosts to maintain their position. Quite understandably, if there is a minor negative guests feel that they cannot give 5* (outstanding) whereas they might have given a 4.9 - but they are limited to 4. This is what is unfair.
I love the commitment to the host. I personally am interested in the ability for split payouts or multiple bank accounts.
I have a few listings and I like to track the finances on different accounts. So if we could get the ability to have a bank account per listing OR one bank account for all listings (as it is now) that would be awesome.
Also, I like to put 20% into a savings fund, which again is another account and I think it would be helpful to allow % splits on payouts.
Just a thought !
I had a strange one today. I received an enquiry which I accepted but on the information I gave to the guest she decided (rightly) not to confirm the booking - yet AirBnb took money off her anyway and then told her that the were only refunding 50% as I have strict cancellation policy. Why did they take any money from her in the first place when she hadn't actually made the booking? They only agreed to refund her in full after I messaged them to complain. Has anyone else had that problem? It got sorted but it took 15 minutes of my time going back and forth with the angry guest
@Moira83 Are you sure it was an Inquiry, not a Booking Request? Unless there was some glitch, Pre.approving an Inquiry doesn't cause a guest to be charged- they actually have to go ahead and book after that. You said you "accepted". There isn't any "Accept" botton on an Inquiry. Only on a Booking Request. And yes, if a guest submits a Booking Request and you Accept it, they will be instantly charged.
Interesting point - it was definitely received as an “Inquiry” but there was also an Approve/Decline button which I approved. When I checked the correspondence it still stated it as an “Inquiry” but looking at it now it says “Request”. Confusing. However, the next message I received was that the guest had not paid, and therefore that my approval was cancelled, yet they told the guest that they had taken money and would only refund based on strict policy. This is peculiar as Airbnb had told me that the guest had NOT paid.
There is definitely something amiss with this procedure. I don’t actually think they HAD taken any money from the guest but to the guest it appeared that they had.
@Moira83 That's sounds very odd indeed. The only buttons to click on for an Inquiry are "Pre-approve" and "Decline". The buttons on a Request are "Accept" and Decline".
I can see where a host might assume that something is an Inquiry, if the guest is just asking some questions and not bother to register in their mind or notice that it actually says "Request". Airbnb doesn't make it easy for guests to find the place to send an Inquiry, in fact, it doesn't say Inquiry- it's just a small line at the bottom of our listing description that says "Contact Host". Whereas the "send booking request" is in bold red at the bottom of the booking box with all the charges.
Of course this is intentional. Airbnb wants guests to book as fast and furiosly as possible, not just dither around asking questions to make sure they are clear on what they're looking to book :-)