Compliments to the host

[Airbnb]

There’s nothing like getting a “job well done!” when you’ve worked hard. And so many of you do go the extra mile to create magical stays for your guests. Our team that works on reviews knows how much positive feedback matters. So during one team brainstorm, they came up with this idea: What if we gave guests a way to quickly and easily specify what was so great about their stay with a host? We could identify the most common themes that guests love about their top-rated trips and list them out for guests to choose from. Fast forward to today and their idea is coming to life. Here are the top seven themes that emerged:

Now when a guest gives their trip an overall rating of 4-5 stars, they’re automatically prompted to give a little more detail about what made it memorable. Guests can choose as many of the seven compliments as they like, and (as always) they can elaborate on their experience in their own words in public or private feedback. So the next time you wow your guests, here’s what they’ll see:

And we’ve added a special “Compliments” section to your review summary when you’re viewing it from the Airbnb app on your mobile phone—so you’re sure to see what they appreciated about your space and your hosting style. The team is adding the final touches to this feature on the web, so soon you’ll see the Compliments section when you’re on your computer as well.

There’s more soon to come. We’re working on ways to make these compliments show up in guest searches so that they can see what makes your hospitality shine. It’s another way to help set guest expectations and reach your hosting goals. Whether you already have a few compliments, or you’re looking forward to that first one, we’re cheering you on.

[Michael1052]

This is one of the problems with Airbnb not revealing a lodging's exact location until after a guest has booked a stay. I understand why they do it - they don't want guests booking stays directly with hosts, outside the Airbnb platform - but OTOH this can certainly be the result.

[Tamsin9]

I have read a few hosts´comments and I am inclined to agree that unless a place is an absolute "no no" then negative feedback should be kept private. This is my first year as a host for the owner and one of the things I have learned is that the guests booking often do not read the description of the property properly. We have scored 5 stars consistently on the property, cleanliness and communication and have been given a lower score for location, although we clearly state that we are a rural property, for guests who prefer to be on the fringe of things.

One of the most disappointing things for me during this season was when a lady suffered a bite from a stray dog whilst staying with us and out walking. This dog was not on our property and probably a good half mile away from the property. Naturally it was very shocking and upsetting for the lady concerned. I did my best to give her the advice and support she needed, including that she report the incident to the

local police, she felt she didn´t want to waste another day of her holiday by doing this. BUT, and this is a big but, whilst writing her review for airbnb and also her comments in our guest book she made it sound as  if it wasn´t safe to step outside of the door of the property. This was an unusual and rare event and something completely out of my control but I feel her comments have been damaging .

[Michael1052]

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@Tamsin9 wrote:

I have read a few hosts´comments and I am inclined to agree that unless a place is an absolute "no no" then negative feedback should be kept private. This is my first year as a host for the owner and one of the things I have learned is that the guests booking often do not read the description of the property properly. We have scored 5 stars consistently on the property, cleanliness and communication and have been given a lower score for location, although we clearly state that we are a rural property, for guests who prefer to be on the fringe of things.

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Guests definitely don't read full descriptions prior to booking, which is the main reason Airbnb is starting to phase them out (they've already done so on Airbnb Plus listings). Plenty these days book via Airbnb's mobile app after looking at nothing more than the photos.

It might help to message a guest shortly after booking and explain (succinctly) that your home is located in a somewhat remote area, e.g. 'To ensure satisfaction with your planned stay, please note that our home is located 15km from the nearest town, roughly a 25-minute drive, and we advise guests to hire a car for their journey here and to purchase ________ prior to arrival. Also, our area does not have taxi, bus or Uber service, but we can accommodate certain transport requests by ________'.

[Libbie-and-Bill0]

A thought:  a photo of a local Hwy/Town sign showing 'mile/km' information as part of the hosts photo grid?

The only less 'than 5 stars' on my listing was related to the location.

[Nemetona0]

Thanks AirBnb for your continued improvements for both hosts and guests. I am proud to be part of this community. Our guests have come from all over the world...we love them.

[Sharon316]

I have found that when a guest behaves badly or leaves a mess, or is a complainer one cannot review them because they know what you, as a host, will say so they don't write a review. So if both host and guest reviews are not completed the review is not published. So how do we warn other hosts about guests?

If they do write a review, so can a host,  you can also state everything that has been commented on here, why they complained what you did to help and it will go on to their page. So there is that opportunity to do an honest review..it works both ways right?

[Sue-And-Dennis0]

excellent suggestion!

I totally agree!

[Joel180]

I have more than one listing and the web interface and emails I receive do not easily show me which listing the guest stayed at, which can be confusing to me.  I prefer if all parts of the review process included the a reference to the listing name, and any other pertinent details.

[Kathryn125]

I think it is a great adea to give guests options to share more as so many may say a lot of positive things then dont write it because, i think, they dont know how to word it.  

Maybe as hosts we could have the same options to rate guests.  A star rating for leaving your place tidy but while they stayed for  2 weeks they left stuff everywhere. !! No problem what their room looks like but what do the shared spaces look like?

[Melissa714]

I think this will be a great idea as it means I know what they appreciate or not without asking them as I am uncomfortable doing this.

[Kim790]

I was happy to hear some of you are having very similar experiences that I’m having. I have posted information and yet I’m asked specifically to answer the same things that I have taken the time to update on my listing. Temperature does come at times. It’s frustrating when nothing is said and then I get a low star rating. Unfair specifically cause it’s been dealt with. I also would like to know what the levels mean. 

Thank you for sharing. 

[Paul1400]

yes what do these levels mean ????

[Paul1400]

I think it would be a good idea if after twenty reviews, hosts could delete 1 review or even after 50 reviews, as no matter how hard you try there is one in twnty or so people that are just unreasonable or feel that they are professional hotel critics and if the ritz is five stars then anything else is less

[Kara96]

My daughter pointed out that "Location" as was about what kind of neighborhood it was in not how far away things were since guests can tell from the map where it is in relation to where the guest will spend time. I thought that was wise of my daughter, but my guests see to think that 15 minutes away from the Las Vegas Strip might be a bit far away. And oddly enough, the two who have mentioned it never even wanted to go on the Strip so why lower the Location stars to only 4? 

Also, my home is in the City of Henderson not Las Vegas, so if they wanted to be in  the City of Las Vegas, perhaps they should have booked a room in Las Vegas? I might be wrong, but I thought the map and address were clear that I was in Henderson not Las Vegas. 

"Public feedback

We really enjoyed our stay at Kara’s place. Kara was a great host, very welcoming, friendly, and hospitable. And the dogs are great too. We only stayed one night as we were just passing through after visiting the Grand Canyon and Hoover Dam, so we are not sure how good the location is if you want to visit Las Vegas. But this Airbnb suited us perfectly. We would have loved to have stayed longer. Would recommend." 

And yet, she gave me a 4 star location? I am confused. 

And another guest: 

Public feedback

It was so nice to stay in her house for two nights. Comfortable and nice neighborhood. Takes 20mins to get to the strip by car.

Public response

Reply to this review

Private feedback

                This is just for you. It won’t appear on your listing or profile.

Best airbnb ever 🙂

                Location (4 stars)

 15-20mins to get to the strip by car

If it was the best AirBnB ever (and she told me in person several times and chided me that my pictures didn't begin to do justice to how beautiful my home was to her so I should hire a professional to take better pictures), then why downgrade me? 

Guests can get a hotel room on the Strip if they really want to be ON the Strip. I truly appreciate that I can have guests stay in my home who come to my hometown to vacation and that their hard-earned dollars makes it possible for my town to exist, but a small reality check about location is in order. 

And so, what does "location" mean? How far from the many venues a guest might want to go to in this valley of more than 2 million residents?  Or is my daughter correct saying that it is about the kind of nighborhood the home is in? Such as having cars on blocks or trash in the street?

[Eilish4]

One of my guests put down missing soap,even though it says that I don’t provide any toiletries.

But as an extra I have baskets in bathrooms full of shampoo,conditioner,soap,shower gel,shower caps body lotion etc.It really anointing and I think it’s unfair.It right up there for everyone to see.