In Case You Missed It: 3 product updates to catch up on

[Airbnb]

You’ve told us that we need to do a better job of keeping you in the loop about the changes we’re making to features, tools, and policies that impact your hosting experience. We agree! Check out our new In Case You Missed It series, a regular update that helps hosts like you better understand the improvements that our product and engineering teams are making at Airbnb. This includes changes to the host and guest experience because we know both impact your hosting business. Read on to see what our teams have been working on this month.

A more effective way for guests to compare listings

You might have noticed that we’re testing a new view of ratings in place of the star-based system that guests currently rely on. Guests will now see your overall rating measured by a number with two decimal places (for example, 3.82 or 4.79). This new view doesn’t affect your rating or the overall rating system at all—we’re just updating how your rating appears to guests.

Why the change? Our research showed it was difficult for guests to tell the difference between listings rated with stars. For example, we found that 75% of listings fell between 4.6 and 5 stars. With a star rating that rounded to the nearest half point, guests saw all of those listings as having either 4.5 or 5 stars, which they felt was too vague and left them wanting more details before booking. With our new numeric rating view, guests now have a more accurate way to compare listings—which gives them more confidence to click that “book” button!

Updates to Work and Family Collections

Last year, we launched the Work and Family Collections, groups of listings to attract business travelers and families. To meet travelers’ needs, we asked you to include specific amenities, like self check-in and a laptop-friendly workspace for business travelers, and a TV and kitchen for families. Many of you have since told us that you don’t understand or agree with some of the eligibility criteria for being featured in these collections.

We heard you, and instead of asking you to add amenities that enable you to “join” the collections, we’re now relying on ratings by vetted business travelers to let us know which listings are a good fit. We’re then surfacing top-rated listings based on that feedback. For example, guests can now search for a place to stay when traveling for business by selecting the “Work trip” toggle—results display places with high ratings from other business travelers who were searching for similar criteria. We’re still thinking about how we can highlight the best listings for families, so stay tuned.

The bottom line: Less work for you and no more subjective amenity checklists, but our smarter algorithms will make sure your listing is still getting in front of the right types of guests for your space.

Your new host dashboard

We’re always working to make your dashboard a place that can help you manage your hosting business, coordinate and communicate with your guests, and grow as a host.

Based on your recent feedback, we’re refreshing your dashboard with four key updates:

• Easier-to-find info: Important information, like guest inquiries and requests, will now always appear at the top of your dashboard, so it’s simpler and quicker to find.
• Eye-catching updates: The latest on Airbnb’s new tools and updates will now always be displayed up top to help you stay in the know.
• Clear performance data: A snapshot of your performance (overall rating, reviews, response rate, earnings, and more) is now bigger and more obvious.
• More relevant tips: You now have the option to dismiss the tips we share if they’re not helpful to you. You’ll then only find our tips that matter to you.

These changes are rolling out gradually so not all hosts will be able to access them right away, and hosts using professional hosting tools won't get these dashboard updates at all. We hope these improvements continue to help make hosting easier for you. Happy hosting!

[Lynnie1]

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@Caren115 wrote:

Is there a graph/table/guideline

This is a good idea. It will let guests know that 5* means everything was OK, doesn't have to be tremendous & perfect.

[Teguh4]

Thanks a lot,   for the update. 

[Vardy0]

The price first viewed by guest should reflect the actual total price. I don’t put cleaning fee seperate to try to make my listing more transparent but I can’t do anything about the service fee. There should still be a price breakdown but as stated the initial price should be the final price. Guests often ask me why they have paid more than what they expected.

[Erin466]

Thanks for the info!

[Joan245]

OK -SO HOW DO I GET MY RATING?  NEVER SEEN ONE BEFORE...       -jOAN AUTRY

[Moira79]

How come the guest gets to see the overall score to 2 decimal places but as hosts we do not? I would like to know how close I am to restoring my Superhost status but my score is only shown as 4.7.

[Susan1665]

I agree the 5 star system is ridiculous. The superhost concept is even more redundant. Because a host decides to block their space for a certain amount of time should not receive punitive action and loss their super host status.                        Ridiculous rating system. 

[Joa1]

The Airbnb ratings system is broken.  Guests do NOT understand that anything less than 5 stars is considered a poor review by Airbnb. 

It should Airbnb's responsibility, and not each host's,  to educate guests about how the review system works (4 stars = poor/5 stars = adequate). 

If Airbnb took their responsibility to guests and hosts seriously they would discover that their review system is difficult to use for the guests, as well as differing from the reviewing schemes of other rental platforms.

[Wendy585]

I'm wondering whether the reviews from my guests are read and this has any bearing on my rating.  I've had some excellent ones lately.

Wendy ****

*[Personal information hidden for safety reasons – in line with the Community Center Guidelines]

[Paul5931]

It seems much more difficult to switch between HOSTING  and GUEST (Travelling) now,  on the web-based App  (using Safari on Mac).  It used to be super-easy.  In the upper Right hand corner.   Now,  really challenging.    Maybe I just need to get used to a completely new workflow.  Some advice would help.

[Kay143]

I totally agree! Why is Switch to Hosting waaay down the list. And two separate clicks to get to where you can get to the calendar (four clicks to get to the calendar). I have beds to change and bathrooms to clean. Ain't nobody got time for that!

[Donata12]

Apart from new improved dashboard as usual most of these “betterments” are geared towards guests benefit and not the hosts. What is new? 

- post a detailed guide about review ratings so that guests understand how to better and more fairly use them. 
- listen and act more fair when a host reports an unfair or unjustified review.

- algorithms do not necessarily work flawlessly: have your CS listen, understand and relate more instead of putting everything in a box.  
- sharing an experience and a home was the base of Airbnb philosophy at the beginning but it no longer counts if you only listen to one side - mostly

- guests often asks more clarity in the pricing they get and most of them are under the impression  in that hosts get paid when the first payment is taken by Airbnb at the time of the booking. Explain how the payments are processed and the timing. Be more clear about currency differences, sometimes that is a problem as well.

and the list could go on and on....

[Caren115]

Agree Paul5931, 

I don't want to offend either, particularly if there was a genuine oversight on the part of the guest.

At the same time, is:   ...  not  closing all of the windows on departure;  or not putting the kitchen rubbish in the outside bins;  or  neglecting to point out a child had got coloured pen on the bed cover....   an oversight, or standard 'poor' behaviour on the part of that guest?   

I'm happy to give benefit of the doubt,   but I would like these above instances to be a 4 without necessarily penalising the guest. 

5's should only be for perfection+.  There really needs to be a guideline.

[Gertraut0]

I did not realize AirBnB is charging 20 % . I thought it was 12 %.  I feel 12 % is a fair amount. It is a great company and improving and updating all the time. However 20 % is a lot to pay. Some cities and destinations like Whistler have high property costs, beside taxes, Strata fees, and maintenance so as a host I do need a high rent to cover everything. So 20 % makes it harder to rent with AirBnB.

[Martha473]

Thank you for trying to make data more easily reached and simple.  I get lost in so  much copy and too many screens.