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.
Especially hurts when you are just gently enforcing Airbnb policy like not giving keys to an unregistered guest of a guest who turns up early and demands access :(
exactly this happened to me 2 weeks ago. The guy who booked arrived late and gave his colleague the code to the key box without informing me.
Airbnb support found the revenge review did go with their guidelines.
This was not true
For me I had a new member to AIRBNB who clearly did but read the amenities of my listing. She didn’t stay and left an amazingly untrue review that AIRBNB allowed. Now it will take me 26 more reviews to reach a 4.8 so I can qualify for Work Collection (my target guest).
Been there done that... guests said all was lovely then a few hours later after they rested and showered, they left - didn’t tell me or Airbnb. Left a one star review saying I had sheets for curtains - I don’t. Airbnb found that the review didn’t break their policy so there it sits on my record.
discussions with Airbnb support regarding such reviews is a waste of time.
Frustrating, unprofessional, unfair - you name it!
What does Airbnb actually want? Annoyed hosts?
Revenge reviews are no good for the American company, either!
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.
Keep asking until you find someone who listens. I had a guest who said he had no idea who I was and that we never interacted. The 1st CS person I asked approved the review even tho it was entirely untrue. We spoke 12 times. The next time I called back, this new CS agent wasn't an idiot and helped me remove the review immediately.
Or when you have a guest registered for 1 that shows up with 4 people smoking pot in your apartment and disturbing other guest having a party and you have to kick them out and try to get help from Airbnb only to get a bad review that you can't respond too... then you lose your super host status, by trying to protect your good paying guests. Oh yeah, and it's a for work listing too..." Very disappointed with Airbnb customer support when we contacted then with help with our revenge review. And we refunding a night just as Airbnb support said to do.