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.

[Gail195]

I call my listing Country Home . . . and make it very clear in the description that the nearest shop is 2 miles away, nearest village 3 miles away etc. I make it very clear that this is rural Ireland, and yes we have wifi but don't expect it to be fast, and quite often there is no phone signal but if you ask I can show you a couple of magic spots on the property where you can usually get through. My photos show small country roads and farmland. And yet I recently had 2 americans take points off for the Location (wtf?) and complained that Communication was a problem i.e. I wasn't fast enough off the mark to suggest a restaurant (there was no signal - I got their text but not soon enough to please them.) Most guests so far have appreciated the peace and quiet but what can I do if they don't read and understand the basic description? Trying to concentrate on the many positive reviews!

[Akos4]

Totally agree with everyone. Also, it is very hard to get feedbacks from guests, especially if everything went well, as they don't care and take time to provide their feedback. Why? Good question, maybe because it might be too time consuming for them? I don't know, but if they could for example give an instant rating by clicking on the chosen star, the feedback response rate would be much higher, like a 1-click review. This is for those guests who don't take their time to give feedback. Other guests would have the choice to provide proper feedback. I guess it is worth considering.

[Rebecca682]

We are very littoral people and when it says circle what you loved most. We worry that the guest will only circle what they loved most and not give a clear picture of all that we offer. We have had several great reviews but for some reason have not been made super host as of yet. 

[Connie-Jo-and-Leslie0]

Hi All-

I love reading all this host input. I note in my listing that my off street parking can be difficult with larger vehicles or if drivers are uncomfortable with 3 point turns. I also note that free/safe street parking is right in front of the home and always available. 

When they have trouble parking, they ding me a star for LOCATION. Makes no sense. 

I have a stacked duplex and one weekend I hosted two different guest groups, one in each apartment. One group noted the location as a quiet side street, just 10 minutes walk to restaurants, etc. The other (same building) noted it was on a very busy street and nothing in walking distance. Haha. So user experience is different for all. 

I like the ‘icon Feedback’ as a host and guest but...as a consumer I am so sick of being asked to review everything, all the time. The hardware store emails me to ask about the drywall screws I bought. “They’re amazingly machined and way better than all the other screws in the world”. Haha. 

Keep your spirits up!

[Philippa57]

I could not DISAGREE  with this step more strongly.  What is wrong with 5 out of 5 - what is the point of going beyond the given limit?! You are just encouraging guests to be extra critical and thereby making life difficult for Hosts.  There are enough "professional moaners" out there, as we have seen from  TV programs on Trip Advisor.  Is that really the route that Airbnb want to take. - we have all seen and read how Trip Advisor has been discredited.  Have you any idea how wounding a negative feedback from a guest is? - unfortunately one only ever remembers the criticism, though it is often unjustified.  Most of us try to give the best service that we can and we should be congratulated for it, not discouraged by the Organisation, of which we are a part, inviting guests to be extra critical of us.  I note that you are not inviting us to be extra critical of our guests!  I look forward to hearing the result of the feedback. Philippa

[Monica731]

I think it’s good that Airbnb continues to innovate -its an outstanding platform - but I kinda agree about asking guests for tooo much information. Could be a hassle for them. Sure though the team will continue to monitor how it works. 

[Julie660]

I bought suggestion cards off amazon and I encourage my guests to fill them out and leave them for me.  I also left a suggestion card at an airbnb I stayed at over this past weekend.  The host was completly receptive to my few minor suggestions and thanked me.  

[Susan1028]

Yes!  I used to manage a retreat center and they always had a feedback card available if someone wished to comment.  I created a simple one-pager for my listing I print at home and would leave outside the door, like a hotel leaves the bill, so I could get useful feedback at departure.  Honestly, my listing is super clear and I'm always available for questions, etc., so I know how things are going and it's not even needed anymore.  If I were less involved, I might resurrect it.

[Sandra126]

Can I just say something simple here: We already HAVE a compliments section. It is called reviews. 🙂

[Ranjana0]

I too believe that the location option in the reviews should be removed. Because it makes no sense to give a negative review on it after selecting the place according to their need. 

So Airbnb team please remove the location option from the reviews. 

[Judy453]

I agree on the location being removed, one of my guest gave me 5 stars on everything else but the location! I am Very descriptive where my location is and a person gave me a 4 star based on my location. I don’t get it! They picked it! 

[Mushka0]

Yep I'm concerned these prompts will just backfire on hosts and give guests  more opportunity to criticise! .. most guests I've had just don't read the description ...eg I recently got a 3 for accuracy and value because I don't provide breakfast.. the listing is  self catering!  Guest was 'disappointed' saying I should've stated that earlier in description and because of it marked me 3 on value as well! Well it is  clearly stated .. perhaps if they'd read it!! Anyway I think this will set us hosts up to fail frankly. We are just Airbnb's not Airbnb Plus or hotels..  in fact I think the hosting tools for feedback should be widened...not the guests. I'd like an option for ''overall" experience with a guest, and an opportunity to respond to silly feedback politely! ..without fear of retaliatory responses from guests. Please reconsider and leave guests to their own thoughts.. as I find they will compliment you if they want to amyway. 😊

[Susan1028]

I've found the "private feedback" helpful for educating guests about the Air BnB tradition and making suggestions with very good results.  There's also the messaging platform, which offers far more latitude.

[Mushka0]

Another thought... Allow hosts more space in that initial description that pops up during a guests  search for an Airbnb... that is what guests look at will read and decide on. They jump the longer description in my experience so far. 

[Kimberly290]

We actually had a guest complain today that we should put in a pool!  SMH!!    Also recently had one complain about the free coffee!!!  We offer three different coffee makers. A Keruig, Mr. Coffee and French Press with coffee!!!   What more do they want?