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 think the Super Host rating must be brought down to 4.5 AND revenge review ratings should not be taken into account.4.8 is almost impossible to maintain.They should look for a pattern in the reviews.E.g my apartment is very central in the City yet some guests describe it as noisy but that is only 1 out of 15 guests.I cannot change anything about it- guest love the close proximity to everything and the convenience and cannot expect a rural tranquility.
I am going to make sure I read every review of every potential guest from now on and I will decline each and every one that rates all 6 categories 5 stars and then gives a 4 rating overall !!!! This is unacceptable and should NOT be allowed !!! The overall rating should be based upon the 6 category rating ONLY.
airbnb has NO idea what they are doing when it come to “rating” the final overall rating by allowing the guest to choose anything lower than a 5 if they have chosen all categories 5 stars !!!
I am speaking with an attorney as I was taken off superhost for this very reason - it doesn’t make any sense. Every review that I was given 5 stars in all 6 categories should never be a 4 overall rating - Ever !!! This is craziness and I have been a superhost for 3 years - with all other factors being almost perfect - I resent this and it is hurting my listing -
I am forwarding this letter to the “contact us” platform also.
I wish you will hopefully look into a way to increase the level of security/reliability with guests that have no reviews. I've been hosting for over a year and have had several bad experiences all relating to guests with no reviews. This has forced me to take on an abrupt policy of turning all zero review requests away. This does not put AirBnB in a positive light. I am not the only host that turn zero reviews away and I fear this fact will eventually have a negative impact on how people perceive the AirBnb experience which in turn will affect me in the long run. Your team should seriously investigate a solution for this. I suggest you consider the following solution:
A.) Add a 1 - 5 star rating to your review feature
B.) Enable a configuration that would allow a host the ability to decide whether or not their listing is visible to the guest based on Stars. e.g. Only show my listing to 3 stars or higher.
C.) Give back X$ to the host when they leave a review for a guest that has less than 3 reviews.
This solution would have multiple positive affects for your community.
1.) It will improve the experience for your new guests, 100% of the listings they see are listings they qualify for. This will increase trust in your brand.
2.) It increases the revenue potential and defines a new level of compensation and competition for hosts that are willing to show their listings to people with less stars/no reviews. e.g. a host can accept one star guests, but charge a higher rate.
3.) It encourages guest to be good stewards
4.) It weeds out bad guests (the ones that threaten the growth of the AirBnB Host Community)
5.) Promotes growth in both the Host and Guest community.
It would be a great “professional/corporate courtesy if super hosts were offered a discount when staying in other superhost properties. I would be glad to extend the courtesy and build in this incentive.
@Beth44 What would be appropriate is if Airbnb waived their booking fees for Superhosts, rather than hosts taking a loss on their normal rates, IMO. Just because someone else is a Superhost doesn't mean I would want to offer my room for less than my already budget-minded price.
I am afraid that Airbnb focused more on rewarding Superhosting for their trust in the last years, than help the new Superhosts that actually need more supporting statisticaly since they have earned money only for the last year. Every valuable member need the same way supporting. This is not time for rewarding due Covid-19. This is time for democratic supporting to all Airbnb community members considering how good they are doing ther job and not how much time they are members.