Building and Improving the Superhost Program

[Airbnb]

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.

Review rates

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).

Cancellation policy

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.

Stay tuned 

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.

[Anthony223]

That's right, Amanda.  The most unpleasant guests and the house rule breakers are the ones who leave the worst reviews. It's all so unfair

[Arline3]

Correct! They way you respond can show that person up. Remember your response is the last word.

[Breanna27]

Emilia, I second that statement! Hosts need more protection. I just got a terrible retaliatory review too 2 weeks ago and I am fighting to prove my honesty and I seem to be getting nowhere. The review exhibits- retaliation, harassment, and  extortion. Still no help from AirBnb. @Airbnb  I hope you guys can make some changes to protect your hosts offering their homes. 

[Cherie63]

i was same victim of extortion too!!!  guest asked me if I was going to fight him on this and hold him to cancelation policy or give him 100% refund and that if i gave $$ back his wife would leave me a 4 maybe 5 rating.  To which i said ill call airbnb and have them take care of you.  airbnb then informs me his actions were straight up extortion and its against their policy.  they asked if i wanted to hold him to my strict cancelation policy and i said yes.  next thing i know i have a 2* retaliation review with lies in the context,  which an airbnb agent divulged to me prior to my review of guest. so i knew what guest left beforehand without having to wait the 14 day period nor leave my review first to view.   airbnb refused to remove liar review.  I left the guest a SCATHING review since i knew what she did to me ahead of time.   excuse my lack of punctuation in a hurry

[Arline3]

You are right!

[Wayne170]

Fat chance. Even when  guest demonstrably lies and fabricated information in their review airbnb will not act. Absolutely ridiculous. 

[Arline3]

Once you have an online business you can’t control people’s reviews. You can only control your response. Use it as an opportunity to restate and promote your place. Talk up the best features.

[George717]

I second that!

[Beat1]

C'mon Airbnb! You MUST act to protect your Superhosts & give them a fair go!

[Rebecca65]

I recently had a ridiculously far off review from a guest I actually had to ask to leave. Air bnb did nothing to support me at all. Very disappointed 

[Arline3]

Cal the police so you have documentation, then call Airbnb and give them a copy of the police report. That is what I would do. This is not a hotel.

[Adam675]

YES! @Airbnb.  Can't stress Emilia42's comment more. 

We had a guest who said his girlfriend was coming into town and it would just be the two of them, booked for two nights, but was actually celebrating his 30th birthday with a huge group of people, all got drunk, woke up the neighbours, and Airbnb agreed with us after the first night that they broke several rules and assisted us in removing the guests. We had a Ring video doorbell that literally captured the neighbours yelling at them in the middle of the night.  We kicked them out. Then, they actually let them write a review!  We were one review shy of gaining our superhost status with a perfect record.  Now, we get penalized for this irresponsible guest.  Our Airbnb case manager said she would have the review removed...it never happened so we called back and was told that no, it was not Airbnb's policy to remove reviews.   Really disappointed. 

[Jen-and-Garrett0]

Again, keep calling back. Ask for a new person. Or call about something else and then when they ask if theres something else you need. Ask again about the old issue. Keep hammering away. This is wrong and shouldnt be able to ruin your Superhost chances. 

[LeeAnn27]

@Adam675  Yes!  I had to evict a guest after he hosted a large party in my quiet condominium building. I was up most of the night cleaning up the drinks that were spilled all over the cabinets, floors, etc..  Although Airbnb support told me I had done the right thing they would not remove his 1* review. 

Ten hen days ago I had a long term renter who decided they no longer could use my listing five weeks into a ten week stay.  Airbnb support told the guest they could ask me for a full refund and they told me that I should give them a refund in order to receive a ‘good review’ !!!!!   Airbnb did not support their own cancellation policy for long term renters and instead used extortion to put me in a situation where I had to issue the full refund.   Because of @Airbnb breaking three of their own policies I now have been forced to close the listing I worked so hard on!  I’ve lost my Superhost status and money and time. I spent a year preparing my rental and achieving Superhost status to find that Airbnb does not support their best hosts in difficult situations and indeed, they break their own policies.  It is wrong. 

[Arline3]

Wow! Shocking.