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.
Now that is unreasonable. Reasoning alone should let Airbnb know that no ones uses shower curtains for sheets. That alone should raise suspicion to their review. Airbnb say's it can't erase those reviews but they can they choose not to and hat is not fair.
Guests who make untrue statements like that should be made accountable for providing proof via (Photos) that you used curtains and not sheets. And if they couldn't provide that then the Host should not be penalised. What's the use we can all stand on our heads and say all what's unfair but at the end no one is the host's corner
I received an untrue review and I talked to customer service about it. After pleading my case they decided to remove it. I hope you're able to get a good rep that will listen to your case.
I think we have all had that one "bad" review... I had a couple stay at my apart... I have a dog.. The listing says dog on premises. I ask all the guests when they arrive if they are ok with the dog. If they are not I can keep him on the other side of the house.. They said the dog was ok. Regardless, my dog was almost never near them. They saw me take him for a walk and he dipped his paw in the pool...(They were no where near us I may add.) Then in the review they wrote how disgusting it was that the dog was in the pool as they "only" came for the pool and then they could not use it.. I might add the woman went all over the garden in just her underwear(nothing else) every single day. They saw the dog in the pool the very last day... So I´m stuck with the review that leads people to believe that the dog is doing laps in the pool...
I've been with AIRBNB for 8 years, and have been a Superhost on and off (I now have 7 listings on my property). You can only do your best, you can't please everyone. Some people are just looking for a chance to be mean, and being in host/service position gives them a great opportunity. I encountered one of those this winter; not worth being upset about.
I am sure that this happens frequently as there are folks who seem to live to complain. I agree, just do your best and most of your reviews will be honest and complimentary. You cannot please everyone...and these differences is what makes the world go around.
I agree, Lauren, as a host I've realized that I must not take it personally...however, it does feel like Airbnb does not have our back sometimes! I am starting my fourth year as a host and now have 2 listings on my property.
Sometimes a so called bad review amoungst all the amazing appreciating reviews become insignificant in the scheme of things. I have had the rare negative review and they were complete lies and it yet gives us the opportunity to redeem ourselves without putting the other down, rather stand up for our position and its good to see what we can learn from the situation and occasionally respond from that perspective, no prefection!
we had a similar problem, guest never read the listing, arrived surprised "oh you have a dog" - actually we have three, marked us badly on cleanliness purely because there are dogs here, although everyone else has 5 starred us as "spotless" and even messaged us to say he wasn't a "doggy" person. Previous guests that month had commented on how well behaved our dogs are, so this guy obviously didn't read reviews on the first page.
Same gentleman also marked us down on "location" despite photos inside out of the window, outside and aerial view, google streetview photos and accurate times and distances to all facilities.
It only annoyed us because he was only our fifth guest, so low stars had quite an impact overall.
An Airbnb first-timer as well.
Jessica I agree with you I have a GSD and a cat I list this on my site. My guests gave me a review that said there was dog hair every where. I vacuum on a daily basis so my home is clean.