Making reviews more relevant and useful for our community

[Airbnb]

Many of you rely on reviews to grow your business—they highlight your amazing hospitality. They’re also a helpful way to get specific feedback on what you’re doing well as a host and where you can improve. But there are times when you feel like a review may be misleading or irrelevant to future guests, and we know that can be painful both personally and professionally.

It’s tricky. Guests and hosts need to be able to share what they feel is important about their experience, so we don’t want to limit what people can and can’t say on the platform. However, it’s also essential that reviews reflect a guest’s stay and that they provide useful information to future hosts and guests. As part of our ongoing journey to get this balance right, here are some of the changes we’re making:

Introducing our updated Review Policy

With our updated Review Policy—effective December 11, 2019—we’ve addressed two types of reviews that we know can be frustrating: irrelevant reviews and biased reviews. The updated policy clarifies our expectations and ensures our customer support agents are equipped to remove these types of reviews.

By updating our policy to cover irrelevant and biased reviews, we’re strengthening our commitment to building a community of trust. These review updates build upon our existing Content Policy (which outlines the kind of content that is never allowed on Airbnb) and our new Guest Standards Policy, which will introduce a system for tracking bad guests. Under our updated Review Policy, guests and hosts who repeatedly leave certain kinds of biased reviews may be removed from the platform.

Let’s look at irrelevant reviews and biased reviews in a little more detail:

Reviews that are irrelevant

This policy covers situations where a review contains information that’s irrelevant to you as a host or your listing—and isn’t useful to future guests.

Here are a few examples:

• A guest accidentally leaves a review on your profile that was meant for another host
• A guest never checks into your space (for a documented reason unrelated to you as the host or your listing) and leaves an irrelevant review about their experience. For example, a guest never shows up, due to a canceled flight, but leaves you a review that complains about a dirty couch.

Under the updated policy, both of those reviews would be removed because they contain only irrelevant info.

There are also times when a guest comments on issues outside of your control, or unrelated to the service you provided. Those types of reviews may be removed if they only contain irrelevant content that isn’t useful to future guests. Here are a few examples of irrelevant content that could result in the removal of a review:

• A guest leaves a comment about your appearance
• A guest leaves you a bad review because they were frustrated by public transit in your city
• A guest leaves a review about the type of people in your neighborhood

These comments have nothing to do with your listing or the service you provide as a host and aren’t useful to future guests. So, under our updated Review Policy, our customer support agents would be empowered to remove both the review content and star rating.

Reviews with biased information

Our community benefits most when reviews share an unbiased view of the member’s experience. Our updated Review Policy covers the removal of reviews with inappropriate bias—this may include situations where the reviewer is attempting to extort the person being reviewed, has a conflict of interest, or competes with the person being reviewed. Here’s a closer look at three types of biased reviews that will be removed under our updated policy:

• Extortion: This is when a guest tries to use reviews to get something they want—for example, if they threaten to leave you a bad review unless you give them late checkout. Any attempt to use reviews or review responses to force a person to do something they aren’t obligated to do is a misuse of reviews, and we don’t allow it. People who use Airbnb also aren’t allowed to tie positive reviews to promises of compensation.
• Conflict of interest: We appreciate how much hard work goes into earning a positive review. As a result, we will not allow hosts to unfairly boost their ratings by accepting fake reservations in exchange for a positive review, using a second account to review their own listing, or providing something of value (like cash or a late checkout) in exchange for positive reviews.
• Competition: We’ll remove reviews written by hosts of competing listings or experiences where that person (acting as a guest) leaves negative reviews for competitive listings, or where we determine the content is intended to dissuade others from booking those listings or drive business to other listings.

Guests and hosts who repeatedly violate our updated Review Policy may face consequences, including account suspension and removal from the platform. We’ve also invested in retraining our customer support agents and improving our workflows, so hosts will receive better support in instances when irrelevant or biased reviews happen. As with our new Guest Standards Policy that tracks bad guests, our updated Review Policy includes warnings and education that can lead to suspension or removal of people who repeatedly leave biased reviews.

Updating our Review Policy is another important step in our journey of supporting guests and hosts like you who rely on relevant, useful reviews.

Your top questions, answered

What kinds of reviews will be removed by this updated Review Policy?

A healthy review system is one that respects and protects our community’s genuine feedback. For that reason, we take the removal of any review very seriously and only remove reviews that clearly violate Airbnb’s Review Policy. You can read the updated Review Policy in full, but, in short, this means a review is only removed if:

• The review is in violation of Airbnb’s Content Policy,
• The review is biased, or
• The review is irrelevant to the author’s experience on Airbnb

Guests and hosts who repeatedly violate our updated Review Policy may face consequences, including account suspension and removal from the platform.

What kind of documentation should I have under the updated Review Policy?

We can’t emphasize this enough: Always aim to communicate with guests through the Airbnb platform. If conversations happen off-platform, be sure to keep a record of those conversations too. That way, if you ever need to report a review to our agents, they’ll have—at their fingertips—the information they need to make the right decision. That said, even when you don’t have this preferred documentation, we encourage you to report any reviews that violate our Review Policy because we may be able to identify other evidence or patterns of behavior regarding that guest. 

Will all irrelevant review content be removed?

If Airbnb determines that the review contains no relevant information about a host or guest or listing, the review will be removed. Reviews that contain mostly irrelevant information are also subject to removal, but only where the relevant information does not meaningfully inform community members.

Where a review contains information that is unrelated to an experience as a host or guest, or is focused on something beyond the control of the person being reviewed, our team will determine the relevance of the review by considering how useful it is to our community of hosts and guests. To do this, we’ll look at two things:

• Does the review recount the reviewer’s experience and provide their personal perspective?
• Is the review helpful to other members of the Airbnb community? Does it provide essential information about a host or guest, listing, or experience that would help others make more informed booking decisions?

What’s the difference between extortionary and retaliatory reviews?

It’s considered extortion if a guest attempts to use reviews (or review responses) to force a host to do something they aren’t obligated to do. So, for example, if a guest threatens to leave a bad review if you don’t allow them to bring additional guests, that review would be extortionary and would be removed under the updated policy.

Then there are times when a host may feel that a negative review is made in retaliation. This is when, for example, a host doesn’t allow the guest to bring additional guests, and the guest goes on to leave a review about how inflexible their host was, or even writes a negative review about cleanliness or location. However, without evidence of a threat to leave a negative review, this would not be considered extortionary and would not be removed under the updated policy. If this happens, we encourage hosts to use their public response to politely address the issue.

Why aren’t you removing all retaliatory reviews?

While we understand how frustrating it can be when you receive a review that feels retaliatory, we don’t have a crystal ball to tell us what a person’s true motivations are. So, without a documented threat to leave a negative review or other evidence of a biased review, Airbnb won’t intervene. Here’s why:

• As a marketplace, we often don’t know the truth about what took place, and our review system is a critical feedback mechanism for our hosts and guests. That means we want as many reviews as possible to remain intact—so our community can put them to good use.
• Most guest reviews contain honest feedback about their experience and useful information for hosts and guests.

To reiterate, as outlined in our updated Review Policy, Airbnb can—and will—intervene where there’s evidence of a threat, promise of action that’s dependent on the review, or other conflict of interest and/or competition. Additionally, we will continue to intervene when a guest leaves a review that violates our content policies—including discriminatory content or a violent threat.

For more information, read the updated Review Policy or learn more about how we moderate disputes of our Review Policy in our Help Center.

How we’re tackling inconsistent reviews

Sometimes, a negative review is less about the guest’s experience in your space and more about them not understanding how reviews or the platform work—they can even be the result of an honest mistake. Earlier this year, we built a tool to help address these types of reviews by automatically detecting inconsistencies, and then interrupting the flow to give guests a chance to correct them. So, for example, if a guest gives you 4 or 5 stars in every category (cleanliness, accuracy, and so on) but then a 1-, 2-, or 3-star rating overall, a pop-up will ask if they’re sure about their overall rating.

Similarly, if a guest leaves a low rating for something like location or value—two categories we know can be interpreted differently by guests—a clarifying question will appear.

• For location, we’ll ask if the location was accurately described in the listing
• For value, we’ll ask what would’ve made the stay a better value

These interruptions force guests to think a little more about the rating they’re giving, which they can then go back and correct. As a result, we’re already seeing more consistency between the category scores and overall scores. Improvements like these help ensure that guests’ ratings align with their experience—better ratings are more useful to guests and reward the hard work of hosts.

There’s still more to come

Reviews are the backbone of our community—they help hosts grow their businesses, and they help guests gain the confidence they need to make the booking. We have a dedicated team doing lots of thinking around how to make our entire review experience better for hosts and guests. We’ll continue to improve the review system over time—please keep sending us your feedback about improvements that you’d like to see. In the meantime, we’re excited about these changes and hope you are too.

[Howard58]

@Sherri14 wrote:

"When a guest books there is a map that gives the exact location"

Exactly... Location is my biggest review problem even though the map is correct, I also include an annotated  map in our profile photos, showing major areas of the city in relation to our home, as well as specifically mentioning that we are not in the historic centre (on the coast), but the geographic centre of the city (along with walking and public transport timings/price)

Despite all this I often get 3 or 4 star reviews in this category... How can I be any more honest? or even any clearer about our location?  IT'S IMPOSSIBLE, yet I suffer because of it    😞

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[Jacqueline273]

In general, a few things work for my listings.

1. Approving every guest that I book. Not every guest is suitable for my space. 
2. Providing detailed instructions in my listings, an abbreviated copy also await them upon arrival. I ensure that my guest and I are on the same page before I hit the approve button, no surprises.
3. It is okay to say no.
4. Pricing competitively, when I know the value of my home, I don't underprice it.
5. Knowing that I won't please every guest, so no pressure.
6. I never feel obligated to respond to fishy inquiries (trust your gut when you get them), safety before ratings.
7. Using the canned response system. When a guest asks a question clearly outlined in the listing I redirected them to the listing instructions this way.

As a host and a guest on Airbnb, I can understand trying to figure your way around. For those that want my address before booking, I usually provide a point of interest closest to me, for example, to help them determine the distance from my place to the airport. When they seem to want me to hold their hand, I provided them with the tools that they need to figure their way around, ie, listing a few points of interest closest to me, kindly redirecting them to use Google Maps.

[TomandCarol0]

Something that also should be looked into is when a guest causes damage and the damage deposit is charged before the guest has given their review. We had that happen and we are  positive that because of the negative issue of their children causing damage, they found nit picky issues to bring up about the  neighborhood, our pool which is advertised as not heated and the fact the front of the house has sparse greenery although we are in the desert in Scottsdale. They gave us a 4/5 but it is they only 4 we have ever had out of 40 reviews. Not a big deal I guess but they could have made it lower which would have been very unfair.

[Linda2685]

I did not know that the deposit could ever be held for damage.  I have had significant and expensive damage more than a few times. After correctly reporting and documenting the damage immediately, I still have received no results from support. The deposit should not be returned to guests until approved by the host. That is a very simple process. Airbnb sends a request to the host immediately after the guests leave and the host can respond "yes" return the deposit, or begin the documentation process required to retain the deposit.

I recently documented with information from the guest and photos of the breakage of an antique, alabaster, pendulum light fixture. There was no satisfactory explanation of how an overhead fixture could have been broken in this manner. I also supplied sites of new alabaster fixtures, in the range of $600 to $1500, asking for $700. The guest voluntarily paid $300. Based on my prior experience with support, I gave up - AGAIN. I have found this type of support on the part of Airbnb to be unacceptable. That is just about the only complaint I have of my experience with Airbnb so far.

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[Howard58]

At last, AirBnB is making moves in the right direction.

Having read this policy from start to end, my reaction is that it is overwhelmingly positive to the review process. The real test will be in how well AirBnB implement these new conditions and how well we as hosts document discussions and communication with our guests.

One question that does rise, is that: The only way that I see us gathering the evidence that AirBnB require of a guest manipulating us in a conversation, is to record it. However,  if I do record that conversation, what are the legal ramifications for me?

[Josh374]

Some guests are simply wrapped up in false expectations and even though what you provide may be excellent and deserving of five stars they fault it as it's not what they wanted. This can create a terrible review simply because they are disappointed. There's no way around this as it requires your guest to properly check your listing  and keep an open mind as to what it may be like in reality including the general area around the property. I struggle to see why their misrepresentations are almost impossible to get Airbnb to remove.

[Kistilan0]

Incentives, Favors, Bribes, Threats -- These are the tools of a person with a special set of skills.  Namely, lawyers.

[Linda2685]

It sounds like you have been working in the right direction. It is comforting to know that Airbnb understands how important reviews are to hosts.  Thank you.

[Tracy405]

Location and value should be removed completely from the review process. Both are rather subjective. We had a recent guest who booked at 45% Off the average nightly rate and gave 3 stars on value. Incredibly irritating.  Another complained about the location because it wasn’t located ON the river which river front properties rent for 2-3 x’s more a night than what they paid. The location maps provide a very accurate proximity of each property.

[Freddy95]

I have complained multiple times about the review process when there has been damage or additional costs that need to be addressed after check-out with my guests. I experienced a retaliatory review by a guest after I requested compensation for replacement for damaged items in my home. The request was done after the guest checked out but before they had placed a review for their stay. My request for compensation resulted in a bad review from the guest which was difficult to prove as retaliation. I consulted with Air BnB and they refused to remove the review because I had no proof that it was done on retaliation (even though I have all 5 star reviews). On a second instance , I again needed to request compensation for damages in my home and I had yet to receive a review. I contacted Air BnB and explained that I needed to contact the guest for compensation but that I was afraid if I did so I would receive a bad review like the first time because the guest still had not provided a review. Air BnB had no solution about this, they told me that I had 14 days to request this from the guest and they also had 14 days to provide a review. I waited for the guest to give me a review and they never did so was unable to request compensation for fear of retaliation. This is a loss.

Solution: Reviews should be completed within 10 days  and request for compensation within 14 days (or extend the request for compensation before refunding the deposit) 

Both guests and Hosts should get demerit stars when they fail to leave a review. Reviews are so important for both guest and hosts that we should be held more accountable for them. 

[Susan277]

I have experienced this exact circumstance and thought there was a 60 day period to request compensation.  I recently had a guest who wrecked an electric kettle by putting it on the stove top - they did replace it with a cheap one but they did not inform me of this and I "discovered it" when i went to clean the unit.  Am I stuck with a crappy kettle now?

[Pete2721]

Hello!

I really liked your post on Airbnb about guests leaving bad reviews.  I tried to get through a similar idea but they got hung up on the need to post your damage claim before the next guest checks in.  It has been the bane of my existence as a host.  I am compiling a petition to Airbnb to change their policy and I am going to include a screengrab of your post.  I would love for you to sign it if you agree and would love any other solutions you may have.  Here it is:

https://www.gopetition.com/petitions/stop-unfair-reviews-from-guests-on-airbnb.html

[John445]

Give us the option to show reviews in chronological order!!!

[Liliane26]

I like this improvement I myself experienced Guest try to blackmail me to refund her air mattress she bought because my bed was not good enough for her for a better review I suggest to return the mattress to the store and send her the refund apparently it was final sale She already tried. I did ignore her after that and sure enough she gave very bad and long review with 3 stars rating. So this new approach by Airbnb is blessed thank you. 

[Laura4004]

As a host, I’d like to be able to change my “would you rent to them again” opinion after reading their review as some do get retaliatory in their comments after they’ve been reminded of house rules on quiet hours and smoking.  I’m hoping this blocks them from renting my space again.