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.

[Fabienne217]

Because some guests do not take a look at all of your pictures and don't read your listing. I can't count how many times I have some guests who ask questions that are are already answered since there are explanations underneaths the pictures. Like it's 5 people condo because there a sofa couch which is a queen bed, and an air mattress which fits the bedroom. When I have these people who ask me these questions, I don't mind to be perceived as rude, and I reply "You need to take a look at the pictures, and underneath, it explains the reason why it states 5 people. Yes, the condo is one bedroom, and this is small." And I also refrain myself to say, it's not the same price for a 3 bedroom apartment located 200 feet from the slope. So, sure it's small, but if they want bigger, they must pay twice the apartment's price. So it's up to them choose their priority. And for the lock box, I'm sorry to say this, but sometimes you will deal with idiots. Simple!

[Steven532]

Yup 100% agree we do get idiots, and goodness me the non readers amongst guests. How do they survive in the real world? Each week I think I have read it all and then something new pops up in my in box. This week's doozy? Cut and paste for accuracy sake. My thoughts in capitals.

I want to stay with my family for 3 days where I want to visit these places. Could you please let me know how far these places are from your place. SO NOW I AM A TRAVEL AGENT? PLEASE USE GOOGLE MAPS

(1) Mysore Zoo
(2) chamundeshwari temple
(3) KRS dam
(4)Mysore fort

As I will stay with family so some concern about.
(1) Environment
(2) Breakfast with Tea
(3) Dinner
(4) Security

ER, YOU HAVE CONCERNS? I ASKED FOR SPECIFICS ON THE CONCERNS AND THE LISTING ADVISES BREAKFAST IS INCLUDED AND WHAT IT IS AND SAYS NO OTHER MEALS BUT YOU CAN USE THE KITCHEN - THIS PROPERTY I ACTUALLY LIVE IN.

If you have some extra charges for any thing then please explain. THIS IS ALSO ANSWERED ON THE LISTING - NO EXTRAS

Anyway, somethind to lighten the mood.

[Manasui0]

@Steven532 

You don't have to answer to those question??

I thought is just nice to help them out.. since some people get confuse getting around at a foreign country.. they are in excitement or fear, not a day to day natural state.. they were just confuse, and trust you.. 

I mean is just a question.. 

every body have different perspective and understanding.. communication is important..

most of my guest thought fruits is not food..

[Shannon20]

This. This is the issue. We as hosts take care to craft detailed and accurate listings. Guests then don’t bother to read the listing in order to set accurate expectations. They then complain because it wasn’t what they expected. This is maddening. I also hate the location part of the review. They have a very good idea of where the listing is before they book. It’s not the host’s fault if they didn’t bother to research the area they’re staying in. Inevitably, people give you a poor score on location because you’re not beachfront for example, or you’re not right downtown, even though the listing doesn’t claim to be either of those things! Airbnb means for them to rate location in terms of accuracy but people don’t do it that way. That is my major complaint.

[Linda1751]

Exactly!  I always hated the location score.  The apartment I rent out is few miles from the city centre but a five minute walk from a business park - so to rate location is entirely subjective on why someone would be using the apartment.  If there on business it would be an ideal location, but if there to sight see in the city centre it may score lower.

I also have a rule that no outdoor shoes are to be worn inside the apartment.  This rule is written on the listing, on the message I send each guest when I send out the check in info and on a welcome letter inside the apartment when they arrive......yet still  come in to clean and see muddy foot prints across the floors.  I don't have anyway of making the rule clearer, but when they don't follow the rule I never do anything as I fear I would get a negative feedback in return.

[Timo17]

"About the rule of no outdoor shoes inside". Very good advice. My feeling is that it is followed, maybe we have something different.

We dont accept every request. If quest is saying after request "I come 18 PM", I always ask where are you from and who are you. That maybe one way to avoid muddy shoe prints. 

After that, airbnb give me penalties not to accept request. Ones within this time. And one warning if I remember right.

But anyway, we should leave negative feedback also, sometimes very negative to avoid difficulties.

We had one night crue from Russia and I had to to leave very negative feedback. They did not do what they promised. Yes, what They promised. 

They did also leave very negative feedback. Because there was a stain when they arrived in a closet which cleaner did not realise it.  In 1300 square feet home. Thanks god they spotted it 🙂

Then when they did not clean as agreed without a notice, we was forced to call rush cleaning.

I made a complaint about that towards them, and airbnb decided not back me.

Usually these bad reviewers are one night stay, who dont care hospitality or your home. To them, money talks. And if they come from poor income countries or have poor income, it is more risky.

[Claudia2242]

As a host, all the photos I post are of the property or views seen from the property, and I try to label the photos so people know what they are seeing.  However, I've looked at listings of places to visit and found myself wondering which photos are views from the property and which are views of sites to see in the area.  When photos aren't labeled, it can be hard to tell if one isn't familiar with the location - and most Airbnb travelers like to explore new areas and aren't going to be familiar with the location.  

Like others who have written here, I aim for accuracy in the listing and all the information I send guests so they can plan their stay.  Some read it and ask questions, which I answer, even if it's been explained.  I'm sure most of us have modified our listings and the information we send guests to address the points that have created problems, to make even clearer what we thought was already clear.  

[Joseph1148]

Seems like i am  not the only one who deals with guest like this,I own homes on a ski mountain which also has indoor and outdoor waterparks and i had a guest who checked in and was asking me where is the lake,I said i am located on a ski mountain, my heading says ski mountain where did you see a lake in my listing nothing in my listing says anything about a lake and none of my pics show a lake but he kept insisting i advertised being on a lake at first i thought he was joking but he wasn't.Some people are just brain dead, they don't read anything, they don't listen to instructions and its like as soon as they check in they are clueless to everything.

[Margaret1]

A host can and should respond to a negative review that is incorrect or inaccurate, even if Airbnb won't remove it under their new guidelines.  You can simply point out the facts - in your case, that the listing clearly shows a kitchenette (not a full kitchen), and that the guest was advised where the towels were.  But make your response constructive - not an after-the-fact negative review of the guest.

[Željko9]

Maybe is time for you to consider leaving towels on gangers instead in the drawers.

[Susan17]

@Mark116 @Anonymous 

Just ro let you know, this entire thread has been linked to the latest Skift article, and your comments have been referenced... 

https://skift.com/2019/12/17/airbnb-will-roll-out-policy-that-aims-to-protect-hosts-from-scheming-guests/

[Spirit-Winds0]

Andrew I agree 100% Air BnB wont face the real problems

[Stacey23]

Agreed about the retaliatory review not being addressed being the actual pain-point for hosts. 

On the neighborhood issue, it's because guests are racists and will say neighborhoods are bad because they saw people of color people in it. I've experienced this multiple times. My neighborhood is good, but some guests are just afraid of diversity.

[Damir0]

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@Stacey23 wrote:

Agreed about the retaliatory review not being addressed being the actual pain-point for hosts. 

On the neighborhood issue, it's because guests are racists and will say neighborhoods are bad because they saw people of color people in it. I've experienced this multiple times. My neighborhood is good, but some guests are just afraid of diversity.

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I can see that you've experienced this issue several times. I can feel the pain and frustration, but it's less comforting when guests are named racist. I have experienced guests giving me lower star ratings and or comments about location/neighborhood. I am a loyal host in Rotterdam (Netherlands), which is a beautiful, dynamic and culturally rich city with over 210+ nationalities. Unfortunately, I have had guests that love everything about their stay but end up giving me 3/4 star rating on location/neighborhood and thus an overall score less than 5 stars because there are people with other backgrounds than European, white and so on. It's frustrating to see that location is more subject to interpretation and bias than other aspects. I even warn guests it's not the Hamptons, Malibu or any idealized society where one will only meet their reflection. 

[Elmari0]

Damir, I am from South Africa, and I've had exactly the same experience - guests giving a low rating because there are vagrants hanging around or beggin in the public areas, or litter in the streets. Even though you as a host do you damnest to give them the absolute best, including cleaning up the street as soon as you see litter lying around, this happens and you have no control because there is no space in the review to clarify what they mean!