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.

[Susan1380]

Guests seem incapable of using maps.  I give mileage in my description and people will say they did not realize I was so far (6 miles) out of town.  You are stuck between being too nice and not nice enough.  the location rating needs to be fixed. 

[Sharon428]

Agreed! Less is more in my book. There's already too much information for folks to "chat or complain" about. I love this business but really, do we really need to ask for MORE information about each time someone stay at a place? LESS IS MORE! 

[Anne-and-Siggi0]

I totally agree with you on this one. We are always available (we live above the guest accommodation) to rectify any problems and make guests well aware of this when they book, but they cannot be bothered to come and tell us if they need something or there is a problem and then slag you off in the review!!! Another thing that makes me angry is that they give you 5 stars for every thing they can and then give you a much lower star overall rating! It should be that the overall rating reflects the other things they rate in my humble opinion. Maybe this new system will work better but I'm reserving judgement until I see it in action. 

[Casa-De-Wow---0]

Unfortunately in the service industries you can pretty much always expect at least 20% to complain about something.  I run a small B & B in Peru and a lot of people for some reason don't reconize that and complain about unreasonable things.   Hotels are just different. We are providing a specialized, more personal experience. Maybe Airbnb could remind the guests of that???  With unreasonable complaints I sometimes have to remind people we are not a 5 star hotel and it feels a little weird but sometimes they need a reminder.

Very nice that Airbnb is encouraging positives (very important for all...helping guests to see the good in things).  Let's hope it helps!!!

but also I agree in that it should be a short, easy process for reviews... 

[Casa-De-Wow---0]

hmmm just noticed we are at a level 1???   How is it possible we went from a level 1 with many years experience and great reviews (consistent 4.5) and with one cancellation we had to make (2 months in advance and ony 1 guest for one night)  brought us from a Super host to a level one!!!!??? This does not make sense to me and doesn't quite seem fair. Has anyone else experinced this??  If someone at Airbnb reads this could you please  respond to me about this and who I talk to about it??? please, thank you

[Judy-And-Terry0]

Hi Ian,

We've had great success dealing with this issue by asking My Two Favorite Questions every morning - after the first night's sleep.

1. What do you like best about staying here? Answers help me know where to focus, because the best way to build on success - is to focus on success.

2. What ideas or suggestions do you have for us? These answers get to the little niggly things right off the bat. I thank people warmly for these ideas and suggestions, and make the change immediately - or promise I'll get it done in the next few days. Somethings it's rather large, such as "I'd wish I had a full-length mirror in the room." But sometimes it's really manageable. "I need a softer pillow. And usually, I can just switch pillows to make that work. 

The benefit is that the issue is already out, it's been welcomed, resolved when possible, and is no longer an issue. So it never shows up online. 

Hops this is helpful!

Judy Wollen

[Joan183]

The majority of folks are reasonable and appreciative but we have had a few which can't help themselves in pointing out the most minor issues vs the extras they receive. We had a couple stay with us and they both used the home as a business office for three days, Non stop use of the home while their child was in a baseball tourney. Normally people go places allowing time for your own lives and opportunity to clean the house and make normal noise but these folks were on conference calls non stop and since it was two they were upstairs and downstairs.  You become a prisoner. They received more than anyone else and gave us a lower score than anyone else. We are still Super hosts but it made a hit.  Strange people.  I guess , you can please some of the people all the time.......

[Jeanne103]

Perhaps your House Rules could include a sentence about needing time to clean a it, like at least an hour or two a day.

[Michael1052]

I'm honestly befuddled about this one. For starters, how does a guest even use social media to complain about a stay? Do you have a Facebook or Twitter account set up that's specific to the home(s) you rent out? (If so, I'd say that's a dubious notion in the first place.) I'm also unclear what "paperwork" you need filling out, but I suppose that could be an Australian thing of some sort.

Also, I can't think of any way to say the following in a way that won't upset people but ... have some of you considered the possibility that, well, you're the problem, not your guests? I'm honestly not trying to brag or anything, but in nearly two years of hosting I've only had a single guest (out of 100+) leave a needlessly negative review, and only a handful of reviews that weren't five stars (and almost zero below four stars). Both of my homes were also among the first to be added into Airbnb Plus where the guests have even higher expectations (as they should).

As for those of you with pets, I'll be blunt: you're setting yourself up for negative reviews by even having them, regardless of whether you explicitly mention the fact. 

Finally, I'd point out that many guests don't even read listings in full, let alone note the minutia specific to a host's home (which btw is why Airbnb Plus has strict character limits in place for its listings). If you're renting out a space in your home; have an extremely wordy 1,000-word description of the place; and just mention "in passing" that you have pets, you're basically setting yourself up for negative reviews. Yes, I'm sure your pets are the most wonderful, adorable little fur babies on the planet, but guests aren't going to view them in the same fashion, and at the very least you should keep them out of communally shared spaces.

[Suzanne106]

What we would all like is if a guest has an issue - not enough blankets, something not working properly - bring it up AT THE TIME, so we can address it instead of as negative comment after they leave. Be good if Airbnb promoted that!

Also - it's a challenge if guests show up with unexpected and unusual requests. I had a couple show up and she informed us she couldn't sleep in a bid and would need special accomodation for her back. Obviously have been good to know about that beforehand. They were gracious and went out and bought stuff for their stay but left the living room a mess as she pulled everything off the couch and seemed to sleep on the bar bottom.

And be good if Airbnb urged guests with special requests to bring them up BEFORE they arrive

[Connie187]

Im not sure why I can even comment here since I left AirBnB due to horrible guests.  Mind you, I have a 5 star rating everywhere else for hospitality, was just nominated for "most Gay Friendly B&B  and the cottage is nternationally awarded for design. So, I have no issues with other sites and ONLY issues here.  Which is why I quit them. I dont knwo WHY I have so many bad guests here, but I do and Im done with it. 

[Doris6]

sounds like he's looking for some kind of discount or money back. I would not rent to him again.

[Jeanne103]

What paperwork?  And the booking process is easier than a hotel!  Some people just like to complain!

[Michele767]

That makes me so sad 😞    I, luckily,  have not had that experience with AirBnB users. Everyone that I have ever dealt with on this site has always given any negative info in the private messages and not in a public forum. The only thing I can suggest is that you can explain/clarify

any negative comments in your public response to the public comments made.

Susan 🙂

[Terri100]

What about when guests out and out lie, sighting things like MOLD and MISSING LINENS and other untruths?  I had one guest complain that there are no coverings on the bathroom windows- but the windows are more than 12 ft off the ground and only 8 days inches hes wide.