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.

[Peter124]

There's something incredibly apt about that error message we sometimes get. 

[Stay-Asheville0]

It's too bad that I'm so good at math to take this seriously...   The weight of the star system is grossly disproportionate. A lot of folks still rate these like a hotel system, where a 3 star hotel is pretty darn good for most folks, for example.  I had a two star review once because it was raining all weekend.

I have some listings that have 76 percent 5 star reviews, but are rated 4.9.  I have another that has 85 percent 5 star reviews that is rated 4.7.

Do you have any idea who difficult this is to do with 11 properties excelusively on Airbnb? I'm going to lose your superhost badge because I'm at 4.7 now despite having 82 percent 5 star reviews across the board? 

I really don't think losing the status is going to make a difference whatsoever.  When I got superhost status on 11 listings..... I thought I had worked really hard and things would get easier with Airbnb due to promised better customer service being the number one benefit in my mind.  Little did I know the customer service didn't change one bit... if anything it got worse.  It seems that all anyone has to do is complain first and they'll get a full refund from Airbnb and somehow still leave a bad review.  

Airbnb totally ignores all of the feedback from hosts about everything.  I didn't notice an increase in bookings or customer service with superhost status and I suspect it won't change when I lose it.  The fact is my listings are AWESOME and there's nothing Airbnb can do to change that.  I'll continue to have high occupancy rates and pay all 12 of my employees a living wage despite Airbnb's epic failures on these simple things... I just hope they don't ruin what they've lucked into.

[Jess78]

I was a “Superhost” for 4 years, running two properties for the last year. I have a 4.9 rating. 100% response rate, etc etc. 

As you can tell, they stripped me of superhost status when I turned on instant book at their behest and accidentally forgot to block a date I’d be gone. Within the hour of turning it on, someone had booked that exact date, for one night, for all of $45.00. Within 30 minutes of the booking, I wrote back to her that I was terribly sorry to have to cancel but that she can stay a different night ON ME for the inconvenience of needing to cancel. 

SUperhost status gone. I was upset, sure. I called CS. They told me it was re-evaluated every 3 months, which was a lie since that would have been June 1 and she confirmed that to me. There was nothing she could do, she said. Also a lie as I have seen similar situations remedied on these message boards. 

Here’s the moral of the story: I make Airbnb thousands every year, it’s 4.9 rating and offered the guest I had to cancel on after 30 minutes a free night. She was not upset in the least. Then the customer service rep lies to me twice about it. 

I don’t think Superhost means much anyway. It doesn’t seem to get you much higher ranking and what I decided was I don’t give a *****.  Airbnb is a terrible company. 

[Enrique155]

I am new in airbnb, I was previously working only with booking, I wil try my best as always to be the best host we could and make guest as happy as possible, but I agree to the community that it was difficult enough to have 80% 5 stars reviews to make it even more difficult, maybe even impossible

thank you for your support

[Katharine12]

Is it perhaps the case that Airbnb is finding it more lucrative to deal with fully professionally managed properties not homes and home owner ?   From this and other threads it's apparent that changes being made to Superhost/ ratings/reviews/ and cancellation/instant book etc. are all very unfriendly to owners of one or two self managed "home" properties.  It may be that the organisation wants to shed this sector.   As Homeaway does not cater for it either, this means an opening for another agency:  I'm sure someone will step in.  At the moment airbnb is still working for me,  as I have a lovely unique place, and the right amount of bookings for my life.  But I can easily see the possibility of being delisted if I got a couple of random low reviews ( I used to be a low reviewer myself if not happy with things !) that could easily put me below 4.7 .  I'm not bothered about Superhost status when I book - I just look at the reviews and read them with care.  A system where 5 stars is a norm is a system without ratings of any use to guests.  Airbnb seems lost. 

[Mary167]

It's certainly possible you're right.  Maybe Airbnb has become so seduced with the higher income it gets from owners of multiple properties (who perhaps aren't so affected by an occasional cancellation) that it has lost sight of what it was created to do.  I never thought I would look at alternatives, but based on the latest new rules I think it's something I definitely have to consider.

[Ann10]

I had a guest tell me she won't mark me down because the house was hot when they arrived because I have been so great! What? The house is in the desert! Turn on the awesome central A/C and the other A/C of course it is going to be hot. It's nice that she won't mark me down, but I'm 3000 miles away. I'm going to get this thermostat I can control w my phone remotely now. 

We used to have an employee who lived nearby who would go and turn on the A/C 5 hours before guests would arrive but her husband had open heart surgery and now she is taking care of him, and we can't really ask her to go and turn on the A/C.  However, this is not in our listing and guests were pleasantly surprised. I always under promise. For example for my NYC listing, I don't say I have a Nespesso Machine and you are going to get free Nespresso pods and breakfast foods. Then if something happens and I can't do it, no one is upset.

I just can't believe she even contemplated marking me down because it is hot in the desert. We are not a hotel. Oh my gosh!  Now, I'm thinking probably people raved about the place being cool when they got there in the reviews, so I need to let people know our a/c lady is out of commission. 

This is my latest 5 star review on VRBO for the same property. I wonder why all the VRBO guests are no problem guests and the Airbnb guests are not in touch w reality.  It's a freaking budget listing. One guy said it was $300 a night to stay in a tiny room at Pirates Cove, which is near our place, and ABB is telling us $59 a night is too much. Finally, I realized they are comparing us to a $10 a night camp ground. I would see notices saying, people considered your place, but then they booked a place that was $49 less. I was getting really mad. So, finally I searched for this place, and it's a camp ground. You bring a tent, a cot, or sleep on the ground. Don't get me wrong, I would rather sleep outside, but this is a house w bills. Hello!

PS- She says she didn't see any reviews about the a/c being on. Oh well, anyway she said she isn't going to ding me because it is hot in the desert. LOL!

Kelly F. said...

May 28, 2018

Great River House

4525 Kayenta Dr, Topock, AZ, 86436, United States

Date of Stay

May 23, 2018

If you are going to the river this is a great little place to stay. First the owners were great. The house is nice and quiet and not much outside nose at night. It’s maybe 10 minutes to Pirates Cove which is wonderful and even closer to Topock. The house was extremely clean, the carpets seem new, the beds are comfortable and the shower has pretty good water pressure.... oh and the AC is aaa-amazing! Anyone who goes to the river knows a good shower and AC is your best friend after a long day on the water. There is parking inside a fence with enough space for a large truck and 28ft boat, and more area to park outside the fence if you need it. Plus my boys got a kick out of the local wild donkeys! We will for sure stay here again.

My Response

HI Kelly, Thank you for the awesome review! We would love to have you guys back again! We absolutely love having guests like you! When we were kids we were super excited by seeing the wild donkey! We even saw wild horses one time. There are all kinds of interestings animals out there. xo, Ann

[Dan408]

Hi there hosts;) I’m on the brink of pulling out of AirBnb after 4 solid years and have only just looked on this community thing  now for the first time. 

I have copied pied an email I’ve just sent off to the resolution center as I’m sick and tired of being penalized for rude and disgruntled guests that do not read descriptions or look at images provided. They seem to be able to make complaints about topics already made apparent to them before booking and then still complaining. 

Bow is the email and I’d appreciate any feedback from you all. 

“”Thank you for the notice but these penalties are unfair and I don’t have the time to continually argue or prove to you otherwise. The fact that guests are automatically believed above the hosts is beside me when we are doing all the work all the guests do is complain. 

I can’t be any more transparent in my descriptions and you need to factor in the fact the 99% of guests CAN NOT read or understand English as a first language. Aswell as my thorough detail I also have an array of pictures describing each and every room. To give people an idea of size I also have a Birds eye view of the entire house, also with a 3Dimensional outlay of the block with an idea of how big every room is. 

The name of the property is COSY stipulating it is small and when I have large groups I reinforce this and assure them that it will be a tight squeeze for more then 10. 

So, when guests book they already understand that it will be cosy, small and how the place looks and what is in each room because all my images show this. 

So for any guest to complain about:

1) size of place

2) layout of bathrooms

3) not enough mirrors??

Do not have the right to complain about these because they were already made a are before booking. 

So for every penalty I’ve had prior I would like them to be negated. I mention in my description that it is not the HILTON and so do not expect it. It is cheap and convenient for large families all wanting to be close. 

If you go over 90% of my references left you will see that most guests are satisfied and happy. But the small particular bunch that complain about the items of concern they were already made aware of don’t have the right to enforce penalties on my AirBnb. 

I would like for this to be raised with your supervisors as I’m sick to death of this and AirBnb’s dealings with Hosts!! 

YOU wouldn’t have a job if I didn’t provide my house 🏡. 

I would like for my listing to be reinstated on searches now and any penalties removed. I dont want to be penalized by AirBnb for subjects/topics that are already apparent with the guest before booking. 

The guest agrees to everything in my description when they book, therefore binding into a contract that states they have accepted my house as it is described. Why is AirBnb not dissecting my description, photos, images and correspondence in emails with the guests and not did allowing complaints that don’t relate?? 

Airbnb is becoming a job and much to much of a hassle to be a host as s result. 

I would like to be sectioned swiftly please and escalated to upper management that can provide me with the outcomes I speak of. “”

Regards 

Daniel Russell

[Peter124]

Hi Dan,

Sorry about your experience with Airbnb. When I click on your profile your property does not appear. Was it delisted?

Thanks,

Peter

[Ann10]

Hi Daniel,

In order for you to get what you want, 1st try posting this letter on pissedconsumer.com. You can also complain on BBB.org. When I complained about something on PC, they contacted me and apologized and said they usually didn't do business that way (which I already knew was BS), that they had reprimanded the "mediator" and they could offer me part of the money they owed me. I took the money, but later filed a claim w the AAA.org to get all my money(see TOS) and by that time more claims had piled up.  I got 2 reviews removed as a result of my claim, and the money they owed me. However, in the future, I will not be as nice to them as I was. Never, file claims together or add a new claim. One removed review was from an extortionist that ABB implored me not to cave and not to give her the money.

They said they had my back, but then the rep who said it, did what I know call the "ABB disappearing act" and the next person I had to deal with said they didn't see any sign of extortion in the message thread. Clearly he was a mind contortionist as I have learned many of the ABB employees are.  Veiled threats are all over it, and she demanded to see me in person. I knew that was when the unveiled attempt was going to happen so I recorded it.

Nope, they couldn't listen to it, because it could have been tampered by w me. At that time, the guy who knew what had been happening all along, was still on the case. He is the one who said they had my back and not to cave, but now suddenly I could have manipulated the recording of her telling me that if I didn't give her $650 she would write a review that would destroy me. He had told me she could write whatever she wanted in the review as long as it did't violate the TOS. Later the review came, and ABB did not have my back.  That is when my ABB love stopped. I realized I had been manipulated, and then thrown me under the bus.

The other 4 star review occurred as a result of my account getting hacked, and of course a hacker who is going to steal your money is going to provide breakfast and a butler, right? After, I spent hours taking down the hackers photos and putting my settings back to the way I had them, Sid from the "Trust and Safety" Team took down all my photos, put the hackers photos back up including a photo of his/her email, and changed all my settings again. My account was messed up for months after that and still is.

When I complained to Sid, he said they can't be held accountable for accuracy. LOL! I thought I had changed all my settings back again, but as I said my account was messed up for months after the hacking.  Prices and other things would change drastically over night, but the T&S team couldn't fix it. The hacker was able to change my address, but the T&S team or whoever is supposed to fix the website and problems caused by ABB's negligence didn't seem to know what they were doing. 

  As a result, of the T&S team not being  held accountable for their mistakes, I got a 4 star review for the lousy breakfast provided. For most guests, it's a surprise because I don't advertise the Nespresso Machine, the free Nespresso Pods, the cereal, milk, bagels, and fruit or juice I provide. However, this guest was expecting a home made breakfast every morning, maybe from a butler. When the guest found out I had been hacked, he wanted to change the review. ABB called him to give him a lecture about ABB ethics, morals, and to explain why the review could not be changed. What a joke! 

I still can't understand why ABB won't implement voluntary dual factor authentication. All emails have it, facebook has it, why not ABB? 

[Eddy-and-Family0]

As a Superhost, I have noticed some guests may give 4 Star reviews because they do not understand the significance of how badly this could impact your status. I get a 4 star review from new first time airbnb users all the time but never anybody who understands our ecosystem. From what I have seen, 4 star reviews have been given because some guests expect some hotel luxuries which we can not give. At times when we are given 4 stars, the guests themselves do not understand how much that impacts us.  

[Ann10]

To Eddy & Family,

This is so true. One lady, a travel agent gave me a 4. I asked her why. She said a 4 was a great rating and the only reason she didn't give me a 5 was because the dish towel was dirty. It wasn't dirty. Someone had used it under something they were ironing and it wasn't 100% cotten so it had some clear places that were a bit hard on it. I would never give anyone a dirty anything, but it couldn't be changed. 

I told her what a 4 meant for me at that time, and she said I wish you would have told me. I didn't know. 

Now, I make everyone agree that if anything is wrong they have to tell me. If they don't they can't bring it up in the review forum. A lot of people don't read what they agree upon, but I think it has helped.

[Prue0]

air bnb needs a simple rating system  that we can all understand all over the world so that cultural differences in rating can be evened out- 

Guests would see this note at the top of the ratings page

Please rate your recent stay and remember that a good clean budget room or a luxury house may both be  5* if you enjoyed your stay and found everything to be better than you expected it to be. 

If you rate anything below 4 please tell us how to improve.

5* excellent- exceeded expectations

4* good- met expectations

3* average- some things could have been better

2* poor- needs improvement 

1* very poor- please contact me for a full report.

Location should be dropped and incorporated into accuracy- was the location accurately described?

[April99]

Hi, I'm April,

Catching up on the stuff about the Superhost details.   What does Level 1 or Level 10 mean?

[Lisa-And-Brian0]

I have been reading this post and one issue concern I've had that is still being ignored is the fact of visits vs. days occupied. Our offering is usually occupied our guests say between 3 weeks and 3 months. We have been with AirBnB for several years with nothing but 5-star reviews and very good communication rates. but we are not Super Hosts. Seems the only way to achieve Super Host status would be to refuse long-term guests. Then we lose on that criteria.