Making reviews more fair for hosts

[Airbnb]

 Many of you have asked us how Airbnb can protect hosts from one-off bad reviews. When this question came up at the most recent Host Q&A, we told you we were working on ways to make the review process more fair for hosts. Specifically, we made 2 promises:

1. We committed to launching a tool to detect outlier reviews—or one-off bad reviews. A common example is when there’s a discrepancy between the overall rating and the category ratings provided by a guest (when a guest gives a host 5 stars for cleanliness, accuracy, and the other categories but a 2-star rating overall, for instance).
2. Based on your feedback, we also committed to exploring ways to help guests better understand that the location category rating is meant to be objective. The location category rating doesn’t impact your overall rating (or Superhost status), but we know it’s important to you, and we want to make sure the whole system is as fair as possible.

Today, we’re excited to announce two improvements to the review process that directly address these issues. Since these changes have been introduced, we’ve already noticed a tangible uptick in more accurate, fair reviews for hosts, and we hope they solve some of your pain points. Here’s what’s new:

One-off review alerts

We’ve added a step to the review process for guests when they give a host an inconsistent overall rating. For instance, the guest may have given 4-star or higher ratings for all the categories (cleanliness, accuracy, etc.), but then give an overall rating of less than 3 stars.

The new pop up screen asks guests: “Is this right?” And goes on to explain that they rated their overall stay lower than they rated it in specific categories. It gives guests an option to either change the rating or ignore the alert.

This new alert has led to higher overall review ratings for hosts. Since we launched, we’ve seen a 2.8% drop in 3-star reviews and a 3.9% drop in 2-star reviews. While these percentages may seem small, they’re driving real improvements in the accuracy of our review system, and hosts are benefitting.

Location, location, location

We’ve heard from you that the location rating can be particularly frustrating because some of you have experienced guests dinging you in this category, unexpectedly, after great stays. This category is tricky. It gives valuable information to prospective travelers, which we don’t want to lose. At the same time, we hear your concern that you’re being graded for something you can’t control: guests’ opinion of your location. This opinion is inherently subjective—one person’s “rustic rural retreat” may be another’s “too far from public transportation.” So we made it more clear in the review process that guests are rating the accuracy of your location description, rather than the location itself.

Now, when a guest goes to rate you in the location category, if they give you less than 3 stars, they see an explanation: “Was the listing’s location not described accurately?” So far, this has led to a 0.8% increase in the average rating for location.

While we were working on this, we also made similar improvements to the value category. If a guest gives you less than 3 stars there, they’ll see this message: “What would have made this listing a better value?” This has led to a 0.25% increase in the average rating for value.

These changes were designed to begin to address your concerns around unfair reviews, and to help make sure that guests understand what ratings mean. We still have a journey ahead of us to keep making the review system better, and you’ll continue to see updates from us on this throughout the year. Thank you for hosting!

[Jimmy-And-Lauren0]

The claimed improvement percentage is not significant. The problem still exists, in my opinion.

[Craig-and-Anita0]

I text them after a booking and welcome them. For anything I see in their profile, I'll confirm it's not going to be a problem. For example, we don't rent to smokers at all. And I confirm it with everyone. I'm surprised that so many smokers interpret no smokers to mean not in the house. It's helped avoid issues. 

[Christopher-and-Elisa0]

@Ian0 You don’t need to write extensive reviews. Nor need they be different every time. You can always write something like “nice couple (if you’ve met them on arrival and found them to be pleasant enough), quiet (if they were), left the space clean and tidy, would host again and can recommend to other hosts”. That’s all.

[Fiona405]

I agree with the comments about an inaccurate guest review in total. I've recently had an awful review, yet all the 'negative' comments relating to my dog are clearly stated in the description of my property.

There should be a function that can detect key words in the review, against those words in the listing... That way of someone is trying to say something negative, they are reminded that the listed stated such a thing, ie pets, location, shared amenities. 

[Mandi-S-Just-Business-Ro0]

The difference between Airbnb and hotels is that it's 1/3rd of the price, and at Air you'd ptobably get away with it. 

[PaulAndTracy0]

It seems unfair to a host that specifically states i their description how far away places are, what amenities are NOT included and because a photo of our beaches “implied” we were within walking distance to the beach when everything in the listing states “10-20 min” from the beach. These should automatically be deleted. As hosts you can’t get more specific (you have drive times, lights, traffic etc) because theN they WILL hit you for incorrect information.  There should be no question for anyone, that these types of reviews should be automatically deleted and guests advised of such. I had a guest ask me after they arrived where our hot tub was....I’ve never owned a hot tub, never been in a hot tub....but was given attitude when I explained he must have my place confused with another Airbnb listing. The same guest rated me 3 because we didn’t allow kitchen or washer and dryer amenities?! WTH? My listing specifically states, in several places, these are allowed....didn’t t stop them from rating me below a 5 even though they thought we were great.  SMH. At some point Airbnb needs to protect their hosts from guests like these. 

[Jim540]

My responce fits right in with Jeff. 

The rating system should be scraped! The system is rigged against us since the Hotel rating system has already been established. To get 5 star rating as a Hotel that Hotel stay is amazing and the appointments are expensive and top of the line. I assume most AIRBNB rentals do not fall into that catagory. We do offer a nice stay in a comfortable enviroment. Some people will never give a 5 star rating since their idea is already predisposed as a luxury Hotel. 

I suggest we scrap the number system and go to a more equitable system. For clean catigory; they check a box next to spotless,or clean, or needs improvement, or not clean. That box system could be used for all catagories. AIRBNB would then give a number equivalent to the boxes and give the host a super host a great host or a good host classifacation. 

I am the Yurtman of Oregon and I think my themed Yurts are deluxe but they are not a 5 star Hotel. 

[Antonio1214]

New to airbnb. Great info to stay updated. 

[Ed192]

Current review procedures from guests are not fair to hosts. As hosts, we try to give a good review of our guests if we can let a few minor things pass (like a guest who didn’t take out the trash, or guests who stole a can opener or broke a drinking glass). But guests’ reviews are very subjective. While most of my previous guests appreciated the basic amenities my unit provided, here’s this one guest who was not satisfied and will write a negative review. That single bad review changes the whole perspective of your property to future guests. It is quite frustrating that I am seriously thinking of delisting my unit from the site. 

[Sarah2197]

I really do feel that guests should have very clear guidance of how to review. We as hosts should be able to escalate and have reviews removed or altered. My last reviewer took stars off for value because they felt the service charge set by Airbnb was too much! Clearly not in my power to set or alter and yet now I have lost my 5 stars for value. Not a happy host at ALL! 

[Dionne2]

I need this now, because I just had this happened to me right now. 

I am really pissed because he is making claims that I have proof is untrue. Besides being a first class **bleep** doesn't help. Venting this online is helping because I am sure there are many other hosts that come across an account with good reviews but turn up to be a total **bleep** and says this and that doesn't work but to find out that it's his own laziness. 

[Angelene4]

I have written a review for last guests but they don't appear to have left one for me which leaves me wondering.....

[John741]

Any way in which Airbnb can help with the "outlier" guests whose poor rating can greatly affect our business as Hosts, is greatly appreciated. We work hard to offer a nice, comfortable and enjoyable stay and if one person is having a bad day, it could ruin all things good. I am hoping more steps will be taken to prevent such instances. Thank you for having our well being in mind and i hope there are addtional steps taken in the future...warm regards, John

[Carol477]

Airbnb should broaden their review disqualifications to include: Any form of booking fraud should be grounds for deletion of review posted on  host listing

Short list of fraud: Fraud is Fraud thus review is fraud by virtue of committing fraud by misrepresentation.

2.  A guest who commits any form of fraud in the original booking for any of the following reasons

3. whose profile photo is fake or intentionally misrepresented or simply not current; and their purpose for the stay is not true;

4. and if the number of guests in original booking is less than actual # of occupying guests,

5. The named booking guest is not among any of  the occupying  guests.

6. The booking guest is a direct competitor to include any Airbnb host. 

Also: any Airbnb host who stays in another Airbnb host property should be courteous and reciprocal in reviewing (ie I gave a 5 star review undeserved and the . 

I recently had a guest/host in Texas stay at one of my listing - broke some rules, did not leave the place clean, was demanding of complimentary wine (2 bottles) no thank you nor mention of my over the top hospitality, then made a derrogatory  public comment ("come with an open mind") because my place is not cookie cutter) like her place, Yet that guest/host was found to of placed surveillance cameras over looking the outdoor shower. 

[Carol477]

One last comment ...any new Airbnb guest with no reviews or any Airbnb guest who has been a member for any length of time and has no reviews should be excluded from the privilege of reviewing a host property listing. 

Reason why , I require a guest have at least 1 review but I make exceptions...( The old saying "no good deed goes unpunished" is applicable...Airbnb wants host to accept 100 % yet Airbnb doesn't back up or protect a host who accepts 100% then gets dinged!!!!!