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.
Really? Airbnb told me they, "can't enforce your house rules," when I tried to charge a key fee to a guest. I wonder if this is new policy?
yeah, I had that too. I had an issue and was told the same thing. What’s the point of having house rules if no way to get support to enforce them. I suggested to them that guests lose their security deposit if they break house rules but airbnb told me they couldn't do that.
They can't enforce your rules, but they will collect any penalty fees you include as part of your house rules, provided you can give Airbnb documentation of rule-breaking. For instance, I have a hefty penalty fee listed in my house rules that applies to any violation. Had one group of guests break a rule regarding overnight guests who are not part of the reservation. Since we have security cameras, we were able to send Airbnb copies of the video files showing their unauthorized guest arriving and leaving. They collected the fee for me, and it was in my PayPal account in 72 hours.
Be certain to make your fee high and list it in your house rules. Airbnb will back you up.
How do we found out guest bringing extra guests? Do we need to record in camera ? I had horrible experience with a guest who organized a bridal shower party where she brought 2 mini bus load of people ( as per neighbors). It was one night booking and I had no way to trace that for evidence except loads of trash bags.
here I must mention my positive Airbnb support experience:
last year Alex booked for 2 persons. In the morning 3 persons came out of the room.
No, that was not biblical!
I told him that things would not work that way, asked for the key and sent him off.
Both nights were paid, while the group only stayed one night. Airbnb supported me on that.
What if the guest only selects for 1 person, and 2 people show up when it says clearly in the listing this room is for one person. For a listing I have in another state, I had to ask people on the thread if the booking is going to be for only one person ( as it says in the listing) and have they read all my house rules and do they agree with them. But what DO YOU DO if they select only 1 person, and you think only one is coming, and two people show up at your door?
Suggest when you message the guest to confirm whether I or 2 people prior to accepting their booking This obviously wont work if you have instant book setting on
Often? My experience says that is it always! In resolutions, in conditions, in monitoring the response rate and time, etc. The system should be fair for all users!