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.

[Amanda88]

I have an old cottage, in a very rural area, on the west coast of Ireland.  As a host I offer bed and breakfast, with a private front room/dining room, with a balcony bedroom area overlooking the open fire below.   When I don't have Airbnb guests, this is my front room and I use it.

I have a 4.9 rating and superhost status.  I am kinda proud of this, but I really don't think it is of any advantage to me, to be a superhost.

What really bugs me are a few things about the system of reviews & the Superhost requirements:

1.  Being reviewed on Location.  In my listing I take pains to tell people that this is RURAL, 3 miles from nearest town.  You'll need car.  Plus they can see where I am before they book on Google Maps.

And yet a few times in the past I have received 3 or 4 for location !!!  How is that fair when they knew exactly where it was before they booked ?

2.  Having to accept 88% of reservation requests.  I am female, 57, physically disabled and live alone, on 4 acres, down a very small rural road in the middle of almost no where.  No way am I going to accept every single request.  I list on Airbnb only, for the simple reason that I can be picky about who I have come stay here.  I have instant booking selected, but not for first timers or for anyone with a negative host tick.  Why have the abilty to select who stays in your own home, if you going to penalise us when we use it ?

3.  How is it at all fair for someone to mark us down on something that is clearly stated in the House Rules, or elsewhere in the listing ?

4.  I was given 3 for cleanliness once because the furniture covering was faded a bit on one chair !  How is that connected to cleanliness ?

I could go on with loads more, but it's all been said many times in the many comments above this one.

Come on Airbnb, prove to us that you are worth working with.  Because at this rate you are going to loose many of the best hosts you have, and they are your assets.

[John-and-Tim0]

Just want to add our voice here to the poorly thought out review system.  We are new to hosting but not new to using Airbnb traveling.

We have come to see that this platform is skewed toward the guests, not the host.  It makes sense, the more bookings, the more money they make (kinda like the dymanic pricing tool (usually $40 below what we price for and have a occupany rate between 70-80%). 

The review process is just wacked, and the new and improved standards are sad.  Dangling the SH carrot in front of someone is one thing but making it unattainable is another.  Most here go above and beyond in accommodating requests and making it an enjoyable experience.  

My advice:

Be proud of what you do and how you do it.  Strive to be a better host, even if you're a SH.  And most importantly, don't be concerned about not being a SH.  We do what we do because we love it and want to share our love for our homes and community.  The guests you want to book will understand this and book anyway (we've never booked a place solely on it having SH status). The time, energy, and love  you put into your listing and hosting will be obvious.  There comes a point when pride in yourself is much more important that validation from a large coropration.  "To thine own self be true."

To Airbnb:  

Time to pause and think how you're impacting hosts. Making a profit is great; but not at the expense of those who have made you successful.

happy hosting.... 

[Amanda54]

I am outraged at the moment in finding out that my superhost status will be removed because insufficient guests have left a reveiw!

I have or had 5 stars, nearly 100% response rate, never cancelled. All guests satisfied and happy.

Has airbnb never heard that more people complain than compliment? This is a fact of life and business!

Just point to note....If there are no properties, then no clients, then no business or money. It goes in that order. The hosts need to be protected and reassured and treated fairly. 

Very upset. I hope you are reading Airbnb?

[Michael-and-Dru0]

This is extremely disappointing!  We just had a really difficult guest that we we bent over backwards for.  It turns out she gave us a low star rating because she couldn't figure out how to lock a keyless entry door!  We now sit at 4.7 for overall.  There goes our SuperHost status.  We've had it for 2.5 years!  That seems to be meaningless for airbnb.  Also, because of this guest, we can't even return to being part of the new "work collection."  This is just a disaster for long time hosts who are doing a good job on the platform.  

[Peter124]

Sorry for your totally inexcusable demotion. Airbnb's silence on this issue is deafening

[Judy312]

In response to the comments in this thread...or I should say, in addition to these comments. Your policies for hosts are becoming a bit draconian, both for ratings and cancellations or declines. It is so easy to be punished severely for both. I find many guests do not want to bother taking the time to write reviews, or have no idea that it matters. I didn't when I first starting staying at ABB places. And many do not not understand what they mean.

Here is one review..."Great home in a very nice and quiet neighborhood, cozy room with lots of personal touches, bathroom is next to room and super clean which is much appreciated, great showerhead, self-checkin lockbox is the best, room had two luggage racks that proved very useful because space is a little tight around bed, minifridge in closet, hosts are very friendly". We got a 4 star rating for Location, and a 4-star for Value. We spent a lot of time talking with these guests, I gave them great ratings, and they seemes very happy. We are in a great location, near the airport, bus & train station, quiet neighborhood with free parking in front. Way below hotel rates. We are 3 miles from downtown, and that is noted in our listing. So...why 4 stars?

As for the cancellation policies, it seems to me if you have something come up that means you have to cancel, and you can explain it to the guest and ABB and make amends, you should not be punished in such extreme measures.

We have been hosting for a year, and became superhosts at the first review, but we have had enough experience to know that you can't please all the people all of the time. Let's be real, ABB. 

[Burt2]

I hate that getting one poor review can ruin my Superstar rating.  If ABB would ignore the worst review in its calculations that would be greatly appreciated.

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[Leslie7]

With the overwhelming response that this post  has gotten from hosts about the new rating system, I am curious if there has been any reply or comment from Airbnb? The whole point of host voice is supposed to allow hosts to be heard. It seems as if any post should elicit a response or reply from Airbnb, it should be this one. Has there been?

[Leslie7]

It his obvious from the many, many comments and the hundreds of thumbs up to those comments that hosts are extremely unhappy with the new Superhost requirements. Will Airbnb offer any kind of reply or response to the overwhelming reaction from hosts who feel the new criteria is unfair to hosts?

[Peter124]

As the saying goes, their silence speaks volumes. 

I actually heard from a moderator yesterday on an unrelated and completely insignificant issue. She ended her brief message with the request to let her know how I was enjoying the host community site.

Of course I took this opportunity to let her know how angry and concerned Superhosts are about the changes in ABB's Superhost requirements.

I haven't heard a word back from her.

[Patricia55]

I probably don't have anything new to add, but I just wanted to add my name to the list of disgruntled hosts!

Raising the bar from 80% (4 out of 5) to 96% (4.8 out of 5) in one fell swoop is … just mad.

Our overall rating is 4.9 but in all honesty I think this is just luck! We lost superhost status when we had several of those guests in a row (the ones who couldn't give 5 stars even if their lives depended on it) then we gained it back when we had a great couple who stayed with us umpteen times (they were searching for permanent accommodation but couldn't find it) and always gave us a review and always gave us 5 stars. (Big love to them :))

Yeah, when we started hosting, we had no aspirations to be superhosts. I don't think I would have felt disappointed with 4 out of 5 stars for anything. Now that I realise the consequences, it's a different kettle of fish. It's really sad that some great hosts (probably better than us) are going to be penalised … because of non-5-star guests!!

All the best guys, keep your chins up and keep enjoying the many lovely guests 🙂

[Ann10]

@Patricia55 What I used to enjoy is now being replaced with feeling like I have a gun to my head. 

[Mary167]

Airbnb clearly has no interest in hearing our concerns about this ridiculous  brilliant new idea, so I suggest we all go to their facebook page and post a comment there.  It is moderated, and they always respond.  Better yet everyone else can read about our frustration.   (I see they don't allow us to post links here.)  Go to wwwdotfacebookdotcomslashairbnbslash

[Debbie38]

I totally understand you. I have experienced the same kind of thing. Some people are so hard to please.

Airbnb need to come up with something fairer before we all leave

[Layna0]

And now there's the co-host issue - no more auto-profit sharing payout to your co-host via the Airbnb platform. Calculations and money transfer must be done manually.  60 days notice, starts August 1.  

Why are hosts and especially Superhosts being penalized for doing a good job? My co-host depends on this job for her livlihood.