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
@Emilia42 Happened to me too. Guest came with wife who didn't even want to get into the apartment. Apparently they were coming from another Airbnb where they had had bad experience. The negativity was palpable when they arrived, started complaining about things that are clearly mentioned in the description and in pictures; demanded to have storage space in my garage. Then wanted full refund. I refused and they threatened verbally to leave a bad review if they didn't get a full refund. Eventually left after 3 hours of trying to intimidate me, but i stood my ground.. Left garbage in my clean apartment; disheveled my beds letting their kid jump up and down and i discovered weeks later that they also stole my Dyson vac in the garage where they had asked to have space!! Airbnb said they did break their policy which I said they did because the "didn't experience" a stay with us which is Airbnb criteria for a review and I said a 3hr observation is not an experience! Left a one star review and I lost my super host status...& haven't recovered because we mostly do long-term guests and haven't had enough guests to increase our ratings in that listing!!
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.
overall, I feel pretty good about AIRBNB, considering how fast they became a multi national corporation. I call them personally in San Francisco when I have problem, and that seems the best way to sort things out. They have rules about reviews that are character assassination or unfair, just point that out and they usually change it. But........AIRBNB has changed, and I do think people expect unreasonable things now....5 star accommodations for 25.00 a night! I don't like the level of expectation now, it has lost the homey feeling.
After 8 years, and now an enclave of 4 tiny houses and 4 rooms in the house, a wonderful community experience and a beautiful garden and inexpensive rates............I am thinking its time to just get permanent roomates. What has helped me, since I live here and care about people, is that I mostly just take long term guests 30 days or more, and i will not accept a reservation without an introduction and/or a really good profile. This is how mostly I have had long term guests who became friends. I am NOT A MOTEL. This is a home with intelligent, creative, caring people. Know who you are renting to, exchange conversation with them, and don't settle for less. No amount of money is worth it.
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!