I’m happy to be sharing a new Host update with you, which has important news about a topic I know is top of mind for many of you—reviews—along with news from our Host Advisory Board, about sustainability and introducing a new board member. (Welcome to the board, Pam!)
We’ve been listening closely to your feedback on our review system—specifically to how they relate to our party ban policy. For reviews written from today on, reviews from guests who violate our party ban will be eligible for removal. You shouldn’t have to trade off between reporting a party and getting dinged with a negative review. We want to close that gap.
This is just the first step. We’ll continue to listen to you and work to shape our policies to better support you and our whole community.
I’ll be in touch again soon with more updates. In the meantime, stay well, and happy hosting!
All my best,
@Catherine-Powell Thank you for this important update.
Firstly, I wish to Congratulate Pam on being incorporated into the Host Advisory Board. As a fellow Kenyan Host, I am super proud and thrilled! Pam truly deserves this! She has been at the forefront for several years now, as our Ambassador and has helped define Airbnb here in Kenya. She was and continues to be instrumental in sharing pertinent info with newbie hosts and all hosts. She particularly helped me a lot when I started off 6 years ago to become the Host I am today. Kudos.! Jue Murugu, Community Leader, Nairobi Kenya
@Catherine-Powell Thank you for this Review Update. As an IB Host, I have been impacted negatively by guest who broke my rules on events, parties, and othrr excesses. I would urge Airbnb to closely vet guests on IB..The particular one in question has surprisingly a tainted record, easily discernable on google. This guest committed untold damage and even assault to my property. I am left shaken especially for my Security and that of my staff and family. I host on my family property.. I have been totally inclusive as a host and welcomed guests with utmost trust and warmth from all corners of the world. I have been smitten and left smacking by this unfortunate incident. Be cautious of this, fellow guests, as you might suffer a double tragedy., as I have. The Host Guarantee assurance isnt quite what it should be, especially in terms of damage and mess caused by these illegal parties and events, immediate and ongoing. I have learned the hard way! A Seasoned stellar host. Thought I would share. Thank you. Jue, Nairobi Kenya
How long has it taken for Catherine to announce this? Rhetorical question really, too long is the answer. It still leaves too many gaps that guests will manipulate to their advantage. If we hosts have a guest violate our house rule, regardless of what they are, and we ask them to leave, we are dinged financially anyway because Airbnb will refund unused dates. We are all so thoroughly sick and tired of playing second fiddle to guests.
Airbnb has implemented a policy that suspends listings should they not get consistent 5 star reviews. This policy needs to be cancelled immediately for the following reasons:
When Airbnb suspends the listing there are several flaws:
1. The listing can not be accessed in any way. Meaning it can not be edited or reviewed from both the host and the Airbnb support staff.
2. The review / performance detailed metrics can not be viewed
if the metrics cannot be viewed then there is no way for the host to know what he needs to improve during the 5-day suspension period
3. This seems like an IT oversight
4. This policy seems to have been approved within Airbnb with little thought. Little thought as to why reviews are low, little thought as to how to assess an account or listing. And little thought as to why the policy is in place. This policy does not support the host at all. If hosts are not supported there is no Airbnb.
5. If you look at any website and look at reviews, the overall status may be high, but you will always see bad reviews from some disgruntled customer. (many times just reading the review you can tell that the customer is unreasonable and petty)
6. If Airbnb suspends a listing they are preventing the host from bringing in revenue which in turn prevents Airbnb from bringing in revenue.
7. During the pandemic there are also many variables that lead to poor reviews. (more transients have booked my listings and inevitably I’ve had a higher share of issues such as calling the police or having my cleaners assertively ask someone to leave well past checkout times. I’ve had people steal my keys multiple times… This NEVER happened pre-pandemic because the economy allowed higher prices and that tended to prevent “trouble makers” from booking)
8. There are many first time users who simply leave poor reviews because the Airbnb experience is not like a hotel and that could be negative for some people.
9. People who get last minute affordable deals are likely to leave bad reviews.
10. There are just too many variables to enact a policy like this - makes no sense to suspend accounts based on an arbitrary metric like reviews. There needs to be a more inclusive approach to assure quality assurance. (such as reviewing messaging, reviewing amenities and photos… ) An account should not be suspended simply because of a few lower than 5 star reviews.
11. In summary, this policy or algorithm needs to be eliminated.
@David3717 What do you mean by pending? You mean you assume they will be revenge reviews? You can't know that for sure until they appear (altho granted, most hosts can anticipate if a guest is likely to leave one). And how can a review that hasn't been posted yet be taken down?
I see you have 19 listings, and they have ratings, so not new, but you have zero reviews on your profile. I don't get that.