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.

[Eilish4]

Annoying sorry

[Peter757]

After getting a few two and three star reviews from people I decided to be proactive and educate my guests on how the rating system works, pointing out that we would bend over backwards to give them a five star experience and that they should call me any time of day or night if they needed anything.  The one pager I leave in each room has worked perfectly, and I haven't had any thing less than a five star review ever since.

[Susan1377]

I do appreciate the review process ~ whan I am looking for a place, it helps to guide me and if there is 1 not so great review among a lot of wonderful reviews, well ~ that's life!  The review may be unfair or if may be fair if the host had a bad day or issues with the guest ..... sounds human!  That being said, I do believe that the Airbnb model is promoting "after stay" reviews instead of communication before, during the stay or at check out time.  I have asked people who appear unhappy about something if everything is fine, and they generally say yes and then tell the world after about some little thing, making it sound big.  Maybe if guests had a similar review process and could be "super guests" or have lots of icons to select from ~ well, maybe it would be more fair and they would be more selective.  It's hard to rate a guest that won't tell you what is wrong and then slams you after ..... .  Maybe Airbnb should promote/create an on-site questionaire for guests to complete so that hosts are at  a minumum aware of/had a chance to correct or support before it goes online.    As well, I had a very specific bad review - location was listed at 1 star.  The guest was angry at Airbnb as Airbnb lists us in a town that is a 3 hour drive from here and we should not be listed there.  We have contacted Airbnb on 3 different occasions due to guest complaints to have this resolved, it has been "promised" but nothing has changed.  We managed to have the review removed after they contacted the guest to have the removal approved and he too demanded that our location should be represented accurately by Airbnb but it has not changed.  So, we have used our 1 free review removal ....and have no control over what locations Airbnb lists us in.  There are quite a few issues with the manner in which Airbnb lists properties ......i do not show up as a "home" in my own town as I am a B&B but I do show up as a home in a town 100 km away, and 250 km away.  This makes no sense and will only cause me grief in reviews.  I do agree that perhaps as others have stated, Airbnb has grown so fast that they can no longer follow, understand, improve and support their own processes and quality of the booking platform that they created.  I was a big supporter of Airbnb over all other platforms but that is not always the case anymore.  I am hopeful it will return to "awesome!".

[Kathleen187]

Having been in the customer service industry for over 25 years, I'm not sure how this will reflect on hosts!  I'm hoping it will be a positive experience,  but time will tell.   I myself thing a genuine written review is good enough.  If  I'm rating  a place I always rate the positives,  if something is clearly not right I'll let the industry know,  in a kind way,  but not publicly.  I agree,  there are a lot of people,  who complain about little things that are obvious like others have mentioned "location." I think in general those people think there booking Hotel Grande rooms or suites,  they don't even read your listings. I am actually thinking of writing at the top of my listing READ ALL THE WAY THROUGH FOR A 5% DISCOUNT THAT THEY'LL GET IF THEY GET 100% IN THE TEST I'LL GIVE THEM AFTER HAHA!  Seriously!    I clearly state in my listing I'm 3 miles from downtown,  I even talk to them before hand about where we are located,  yet they stay and give it 4 stars not five,  because it isn't it a downtown location,  yet they love the peaceful night sleep they get. I've been very lucky with mostly great people!  Cheers everyone,  and Happy Thanksgiving! 

[Jeannette64]

I love this because I know how much effort I put into creating a space for my guests that I would want to enjoy myself.  When my guests give me that little compliment  whether it was the refreshing grapefruit shower gel or the variety of snacks or the cleanliness  or the suggestions/recommendations I make for the area  or how much they appreciate the privacy they get , it lets me know I am doing something right.  So for future guests to see this is GREAT!   Thank you so much! 

[Faye20]

It’s very nice to hear that positive changes and improvements are coming to Airbnb. I appreciate any extra effort that goes into supporting me as a host and helping me to be the best host I can. I am glad to say that our reviews have always been open and honest and I’m proud of the fact that travellers love our home and look forward to returning. Best wishes to all of those amazing hosts who are working so hard every day.

[Sofia-and-Tom0]

The updates sound great and I look forward to seeing even more changes. The other day I was thinking that the Value and Location ratings don't really make much sense. I've seen guests booking a place in the middle of nowhere and then give 2 stars for location. They chose that location and location is not something a host can improve. Why is that something that the guest rates considering they get to chose the area to begin with? 

As with Value, it's all subjective. In my case, a guest didn't give me 5 stars because the room was a tad too small. Again, not something I can improve and something the guest knew prior to booking. 

To conclude, how did Airb&b come up with those two areas as vital items for a guest to rate? 

[James-Janet0]

Please do not add yet another rating! And to add insult to injury you are trying to market this to us as if it is simply to share compliments with hosts. If that is so, then why are you making these “compliment ratings” publicly available? 

[Linnea2]

I agree with the location comments as well. I can’t move my home, so if a guest thinks I’m too far from the freeway or difficult to get to, what can I do? It’s frustrating.

I also agree with the fact that many guests don’t take the time to read all the information a host provides about the space they’ve booked. Any time I receive a “negative” comment about the listing I go back and edit the statements  to improve the clarity. 

[An-Maré0]

A compliment from a guest motivates me to challenge myself to do better every time. Thank you for helping host to do better.😀

[Robert1332]

Thanks to everybody working  on this. It is a great improvement.

[Jue0]

Well done 🌟🌟🌟🌟🌟👏👏🙌👍

[Zainab7]

I agreed with most of the comments about guests not reading past the price. I got 1 star for location when It shows up on the map. They will book and end up complaining. If they have issues with the location they could have asked before booking.

[Arun-Kumar0]

It's a great thing which has been added 

[Arun-Kumar0]

Well done