Clarity about the recent Superhost criteria change

[Airbnb]

We’ve noticed a lot of discussion lately about the updated Superhost criteria, so we wanted to explain why we made this update.

The Superhost program recognizes the best and most iconic hosts on Airbnb. Since it began, in order to be a Superhost you had to meet several criteria. You had to host at least 10 stays per year, you had to have zero cancellations (except for extenuating circumstances), you had to respond to 90% of the messages you received within 24 hours, and 80% of your ratings had to be 5 stars.

The first 3 criteria are staying the same, but beginning in July, instead of needing 80% 5-star reviews, Superhosts will now need an average review score of 4.8.

There are several reasons why we decided to make this change. First and foremost, because it’s simpler and easier to understand. One of the top pieces of feedback we received about the old program criteria was that guests couldn’t intuitively understand what it took to be a  Superhost. By making the change from 80% 5-star reviews to an overall rating of 4.8, guests can more easily understand what it means to be a Superhost. Additionally, switching to an overall rating of 4.8 stars also brings consistency across our new programs like Collections and Plus, which require a 4.8 overall rating as well as several other criteria.

In looking at recent data, we estimate that between 90% to 95% of our Superhosts are going to have no problem qualifying for the Superhost program under the new criteria. Ultimately, it’s our goal to have as many Superhosts as possible and have all hosts provide amazing guest experiences worthy of stellar reviews. Our plan is to continue to closely monitor how these standards impact the Superhost program and evolve them based on what’s working and what isn’t. We truly appreciate the feedback you’ve provided so far and we look forward to working with you to bring further clarity and consistency to the program.

[Ann10]

Ange-I have everything for the BR on all my listings. I even made my dad go out and buy a blow drier, an iron, and an ironing board. Then they pull the manipulative move of saying you have to change to moderate cancellation to maintain BR. Please! No business is going to cancel 5 days out. Businesses have insurance. That isn't the reason. They just want to let the guests walk on us even more. I have a feeling soon they are going to say that if you are not elegiable for all the Collections then you can't be a SH. The other really annoying thing is now if you put up a new listing, they start harassing you about how the listing needs work, about how the response rate is 0, and this other nonsense. What is wrong w these people? They clearly don't know how to treat other human beings.

[Ann10]

Ange-I have everything for the BR on all my listings. I even made my dad go out and buy a blow drier, an iron, and an ironing board. Then they pull the manipulative move of saying you have to change to moderate cancellation to maintain BR. Please! No business is going to cancel 5 days out. Businesses have insurance. That isn't the reason. They just want to let the guests walk on us even more. I have a feeling soon they are going to say that if you are not elegiable for all the Collections then you can't be a SH. The other really annoying thing is now if you put up a new listing, they start harassing you about how the listing needs work, about how the response rate is 0, and this other nonsense. What is wrong w these people? They clearly don't know how to treat other human beings.

[Ann10]

Ute-I know this very well. I had a crazy person who commited libel against me and defamation of character in the review forum. This has happened 3 x, I think. Anyway, each time I have had proof the guest was lying and I had proof that they had breached section 10.2 of the TOS. Would CS help the honest loyal SH? Hell no! However, in my response I counter what the liars had said and I said I hope you can find a cheap place next to the Bull Head City Court House(or whatever location) because libel and defamation of character ain't cheap. Boy do those reviews come down fast when these crazy people find out their are legal consquenses to lying in a public forum. In conclusion, ABB won't help the loyal SH, but will do anything for the creepy liars, and criminals that they allow to remain on their site even though they know they have committed crimes or unethical actions against hosts. ABB even takes down honest reviews about guests even when they have previously been oked by another CS rep. Messed up company.

[Ann10]

@

Corinne-You pay a fee?

[Ute42]

 @Ann

Hi Ann,

I am so disappointed about airbnb.

I rent my place now for 15 years and it is a true vacation rental. I started with newspaper advertisement, advertised it on eBay, used HomeAway, 2 local german platforms, google adwords (very good but expensive) and last year I decided to go with airbnb. I thought this is a cool company, they have this special „live like a local feel“ and I would get to meet nice people. I was an airbnb devotee.

Now I must realise that it is all about pushing an punishment and warnings and delisting and hosts becoming slaves of some dudes. This is not what I expected. What would be my advantage to list my place on airbnb and not on HomeAway, a terrible company by the way?

On HomeAway I can:

• cancel any existing reservation even on the day of arrival without any consequences

• prevent any guest from reviewing me.
  
  

Expedia bought HomeAway in late 2015. In 2015 HomeAway had an annual EBITDA of 125 Million USD and Expedia started with the ambition to move annual EBITDA up to 350 Million USD in the course of 3 years. To achieve this, they copied al lot of elements from the airbnb concept. And they failed. HomeAway EBITDA in the Q1/2018 earnings report shows a loss of 21 Million USD.

And now airbnb is copying elements out of the HomeAway concept – will this be any better?

Where are the genuine ideas, where is the startup motivation, where is the special feel that this company had and where's the joy of hosting? I haven't hosted a single airbnb guest yet but I was looking foreward to. My excitement about hosting my first airbnb guests is completely gone, my only concern now is: What kind of a review will they leave me?

I am so disappointed.

[Ann10]

@Ute42- I completely agree w you. I have so much to tell you, but I have to go to bed now. I loved ABB in the beginning, but illusion was shattered only 3 months after I started using them. I was so angry that I paid $1000 to go to Home Away. I loved Home Away at 1st. The owner recommended talking on the phone w the guests before booking and you could get all their info. Then they started acting like Airbnb which I don't like, however they are not as bad. I've only had one bad guest and they stood behind me. 

The VRBO guests are much better. They don't attract the criminal element that the Airbnb policies do. Plus, Airbnb has a lot of incompetent people working there. I could really say a lot but we can talk more tomorrow. I'm sorry you are disappointed. A lot of us are really disgusted w Airbnb, but they don't care. 

[Thais-and-Luiz0]

great 🙂

[Mike246]

Now this?! I'm only half way through digesting and adjusting to your forced changes to my Strict Cancellation Policy. 

SuperHost Recommendation — Hosts should be allowed to change their recommendation based on the Guest's review.  If a Guest leaves an unfair or dishonest review, I need to caution potential Hosts and I certainly would not recommend them. Alternatively, let us read each other's reviews, and then choose to recommend Guests or not.

Guest's previous reviews should be linked for accountability and easier vetting by SuperHosts who care.

Numerical Rating — Guests must better understand that anything less than 5 overall will dramatically hurt our business for a year, and that it takes many new 5"s to correct a "bad" rating. This should be communicated by Airbnb including reminders during the review process.

[Alex1010]

There is still one problem which Airbnb refuses to understand. If you rent out on long terms there is no way there will be 10 rentals in a year therefore, the superhost status is unachievable.

Therefore the whole idea of becoming a superhost is usless.

Could you please understand it!!!!

[Ann10]

Ute-You can list your vacation rental on eBay? Really? Why do you think Home Away is a bad company? Even though I don't love them as much as when I 1st started, they still treat me at least a million times better than Airbnb. This Case Manager named "Jay" just cancelled a booking of mine worth almost 7K because she thought I gave out my email address before the booking was made. I never did that. I was in a different time zone and that messes up the time stamp. I also pointed out that it's not against the Prohibited Activities to give out you email even if I had done it. I told her she committed defamation of character against me to the guest by making her think I did something wrong. I have already received an apology from ABB saying I did nothing wrong. 
I said I wanted my money and an explanation to the guest. The lady said she would call back the next day. No call. Now, I'm going to have to take legal action against ABB again to get my money. This CM threaten me and said she could suspend my account because I haven't accepted the TOS. I said no I have accepted the TOS, I don't see words that are not there. Then I told her it was against ABB policy to threaten others and if she did it again I would report her. Some other CM w the same name is threatening hosts. Someone posted the messages on FB. I mentioned that. No reply. I hate this company. Good thing I recorded the apology call.
On my HomeAway the metrics say you will be penalized for cancelling. How can you prevent someone from leaving a review? Are you sure that's not the old Home Away? BTW, I'm set to be a Premiere Partner there. They consider 4 and 5 star ratings to be PP worthy, but I mostly have 5s. I think they get that a lot of people think 5 is for luxury only.

[Anthony342]

Dear Airbnb

Getting 80% 5 star reviews was an effort in itself - some people dont even give 5 stars regardless.

But there might be a silver linning in your stupidity. If a superhost status becomes out of reach well then i will be taking a different attitude to the guests including CANCELLING bookings - guests break house rules all the time and we have to put up with it or we get a bad review, now i will be able to tell them to go elsewhere - Airbnb continues to only look after the guest - all you want to is make it cheaper and get more market share.

[Rano0]

i agree ith what most other superhost has stated, this new rating is actually putting more pressure on us and not fair, It seem sthat Airbnb is always protecting its guest more than their hosts...

Why would we loose our superhost status if for example guest give us a 3 star rating for the location? Location is not something we can change or improve, it's not like we can relocate our house to a better location. And clearly, identifying the location in the listing description is not enough, most guest don't even read the whole description and then end up giving us a low rating for the location although they had all the informations in the description. This is not fair once again ! Once again you are putting more pressure on your hosts instead of helping them. And I also want to remid you that for some people giving 5 stars means perfection, and many people don't believe perfection can be achieved as you can alsways improve. So, even though some guesst had an amazing stay, they will only give you 4 stars as they still consider that you coudl improve a few things. 

It's time for Airbnb to wake up and realise who is bringing them income on a regular basis!! 

[Matthew436]

I can see that many hosts are up in arms about this change, however, if you truly care about your Airbnb experience, this update will not affect you. And yes, I have been there and received a score of 3 or less and it feels awful — on par with a personal attack and it sucks. But before you do your banana, remember one thing: There are literally thousands of hosts who are constantly raising the expectation around a 5-star review. Hosts who want to deliver super outcomes again and again for the benefit of everyone hoping to attract a guest from the Airbnb platform. And when you think of it like that — this new algorithm is not the problem. Your problem is the Superhost's who'd score a 6-star review if it were possible. If you're worried about your score because you'll lose income — you've already missed the entire concept of Airbnb. Instead of thinking about yourself and your money, try and think about your guests first and foremost. #raisethebar

[Judi29]

My concern is that those hosts in my area who have a 4.8 average aren't putting the same effort that I am to keep my 100 percent 5 star and when a prospective guests is looking can't tell the difference. 

[Helen508]

I don't think that location should be included in the rating as the guest chooses the location knowing where it is.  The host can't change their location.