The reviews system is being updated

Jenny
Online Community Manager
Online Community Manager
Galashiels, United Kingdom

The reviews system is being updated

dispute-reviews-XL_(1).jpeg

 

Hosting connects you to strangers from around the world that you’d likely never cross paths with if you weren’t a Host on Airbnb. Reviews are an essential part and natural conclusion to each stay – whether a Host rates a guest or a guest rates the experience they had during their stay, reviews are displayed publicly for everyone to see. With that being said, sometimes reviews left by guests may feel unfair. You’ve told us that you’re frustrated with the current reviews system, so we’re updating the way reviews work as a result of your requests.

 

Feel more comfortable hosting guests without worrying about the possibility of receiving a retaliatory review or not having enough info about potential guests with the following upgrades:

 

  • Learn how you can dispute retaliatory reviews under our updated reviews policy.
  • Flag reviews from guests who commit a serious policy violation or violate your house rules.
  • Read specific details left about guests by other Hosts—and leave these details when any guest stays with you. 

 

Early next year, we’re also introducing a chatbot to make it easier for you to initiate a review dispute—without having to contact Community Support.

 

The same process applies to the reviews guests leave for you. Guests will still choose one to five stars for their overall stay. They can now also add a star rating—and specify what went well or could have gone better—in several categories. Only your overall star rating is factored into Superhost criteria, so your star ratings and feedback in specific categories won’t impact your Superhost status. 


Read more about it on the Resource Center.


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111 Replies 111
Gillian166
Level 10
Hay Valley, Australia

@Huma0  true, and in my dashboard there's been some upgrade to House Rules. I'm still getting the impression we have to report the guest to CS, which surely is just too much extra work to put on them? and if I report bad behaviour will the guest be notified, and then leave me a retaliatory review?

 

it's not looking like it's going to be effective, because I don't want to risk a bad review over it. For now I appreciate that with our reviews we can leave notes for hosts on what the issues were, and you can leave a custom note.  What might seem like a mild breach in behaviour (eg, parking in the wrong spot) could turn out to be a habit they have, and now we'll be able to warn other hosts. 

But this leads to another question, surely after a while a guest is going to have - potentially - a hundred notes on their profile. How many will actually be displayed? 

 

I know i sound like a broken record, but was any of this beta tested with actual working hosts?

Huma0
Level 10
London, United Kingdom

@Gillian166 

 

I have no idea if any beta testing was done. I know that I was told some months ago that the review process was being re-evaluated and asked if I would like to participate in the host feedback, and I said yes, but I never heard about it again...

 

Plus, the last 'feedback' session I was asked to participate in was about the changes to the host cancellation policies, only we were all on 'mute' and it took place the day before the announcement was made, so clearly the decisions had already been made and our feedback was irrelevant. 

 

There are a few issues here, some of which you have mentioned. IF we have to report the guests, then what are CS going to do with that? They are supposed to 'educate' the guests, so obviously that means informing them. That surely is counter-productive, as it's just going to encourage a retaliatory review, unless CS explains clearly that review would then be removed. However, it's easy enough for a guest to punish the host in the reviews/ratings without it coming across as obviously retaliatory.

 

And, there is also the problem of how easy it is for a guest to simply create a new profile if they get a negative review, warning or whatever. I have seen this first hand.

 

I had a guest with a really bad review try to book with me. I turned her away (her communication was also awful). She then tried to book under a new profile (also showing as verified). This time, it was flagged by Airbnb. I called CS and was told to block and report her, which I did. But, they did nothing about it. Both her 'verified' profiles were allowed to remain on the system and she was able to book stays. Meanwhile, I was dinged on acceptance rate.

 

 

Quincy
Online Community Manager
Online Community Manager
London, United Kingdom

Hi @Gillian166, viewing Airbnb profiles has been reinstated again and should work as usual 🙂 Apologies for the wait. 

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Gillian166
Level 10
Hay Valley, Australia

@Quincy  @Jenny  that is wonderful news, thanks for letting us know! 

Jenny
Online Community Manager
Online Community Manager
Galashiels, United Kingdom

Hi @Gillian166 

 

You've maybe already seen this, but I thought I'd share a Help Center article which might give you more information about ground rules. 

 

You could also always pop over to the dedicated discussion if you want to to into more detail about your thoughts on ground rules for guests.

 

Thanks for leaving us some more feedback about the redesign, which I've added to our existing feedback. 

I can see that @Emilie has tagged you in the redesign thread to confirm that we've already been making changes based on the feedback that you and others have given us.

 

If you've any more thoughts or ideas about the redesign please pop over to the dedicated thread and let us know, we're listening!

 

Jenny 😊


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Gillian166
Level 10
Hay Valley, Australia

@Jenny  i still don't fully understand how guests will see the Ground Rules. are these buried in TOS? and already there are similar rules that guests must leave the property in a clean state. 

 these rules are also never seen by guests as they are in the fine print. 

 

all this is fine, but please reassure us that the CS reps are trained in the Ground Rules. 

 

Bhumika
Online Community Manager
Online Community Manager
Toronto, Canada

Hello @Gillian166 ,

 

I wanted to address this question on @Jenny 's behalf. New Hosts will be required to attest to ground rules when they sign up for Airbnb. And every guest will be required to agree to the ground rules , before they book a listing. I hope this answers your query!!


Bhumika

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Gillian166
Level 10
Hay Valley, Australia

@Bhumika  my 18yo daughter just signed up for Abb, it was a fast and easy process with no ID required and a few "tick the box if you agree" things that no one ever reads

 

And if new guests must agree to follow house rules, why do reviews not get taken down when they don't do so? How serious is ABB about enforcing this? Or if not my rules,  Abb rules which states they must contact us first if there's an issue? They should not be allowed to complain about nonsense in a review if they don't follow the house rules, and abb rules. 

I will add my daughter to our booking in a few weeks and see if, as part of the group, she is required to have ID. My query will be answered when i experience it, rather than believe in some vaguely worded guidelines. 

Jenny
Online Community Manager
Online Community Manager
Galashiels, United Kingdom

Hi @Gillian166 

 

Would you mind reporting back about what happens when you do that - you can pop me a private message just to confirm.

 

In the meantime I've added your comments to our feedback!

 

Jenny


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Jenny
Online Community Manager
Online Community Manager
Galashiels, United Kingdom

Hi @Gillian166 

 

Just confirming I've taken a note of your feedback.

I'm working to get clarification on your question and I'll give you a shout as soon as I have one!

 

Jenny


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Gillian166
Level 10
Hay Valley, Australia

@Huma0 
so in the 40min vid done by Chesky, there are more details, but it's still unclear if the "ground rules" is just one line in the booking that tells them to follow the rules, pretty sure that exists already. there is a checkbox where they have to agree to abide by the rules as part of the booking, but I'm not sure if they'll link to our House Rules. 

 

Also zero info about Checkout Chores.  not a big deal as I already say I don't have any in my listing description, but I thought there were rumours that this was coming. 

Huma0
Level 10
London, United Kingdom

@Gillian166 

 

Ah, okay. I hadn't seen that there was a longer video. Will have a look at it when I get a chance. 

 

From what I understood, there was already a tick box about following rules that guests had to check to confirm the booking (but to actually read those rules there, the guest had to click a link).

 

Airbnb have been promoting that, along with other reassurances, as a reason hosts don't need to be scared to use IB. I am pretty sure that, when I turned off IB, the messages that popped up trying to convince me not to, include a point about guests having to agree to house rules when they book. So, that part is nothing new.

 

What I understood, from the video that I did watch, was the new bit was being able to select from a menu of 'ground rules' (house rules basically) to highlight for guests to agree to. If that will now show in the booking process, then that's some progress at least, but if it only shows on the listing then, again, it's nothing new.

Gillian166
Level 10
Hay Valley, Australia

@Huma0  i think there's going to be something new 🤞🏼 This is a really good improvement for us. I think these upgrades are all really positive.  

Huma0
Level 10
London, United Kingdom

@Gillian166 

 

Lol. Great example. Love that film.

 

Yes, so far, CC redesign does seem to be just changing the names of categories, putting the conversations in threads in reverse order and taking away a lot of the functionality whilst not adding any new functionality. 

 

Meanwhile, it has become more glitchy with the screen jumping all over the place if you are trying to edit a post before posting and even worse in the direct messaging...

Jenny
Online Community Manager
Online Community Manager
Galashiels, United Kingdom

Hi @Huma0 

 

If you've any more thoughts or ideas about the redesign please pop over to the dedicated thread and let us know, we're listening!

 

In the meantime I've added your comments here to the feedback that we're collecting.

 

Jenny


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Gillian166
Level 10
Hay Valley, Australia

This seems great. when is it being rolled out?

 

 .

Gillian166
Level 10
Hay Valley, Australia

well to respond to myself, I can confirm it has been rolled out now!! and it's quite similar to the review process guests leave. it's made the review process longer, previously i could do reviews in about 15seconds (I have a bunch of saved comments that I paste in, and sometimes for an exceptional guest i'll write something extra), but this new process is going to take a bit longer, but still should be 1min max. 

 

Note if you leave 4 or 5 stars the bubbles are good things, but 3 stars is when there are problems...

Screen Shot 2022-11-17 at 4.53.52 pm.png

Screen Shot 2022-11-17 at 4.53.58 pm.png
and now I have more questions please @Jenny  
@Bhumika 

it says We'll share this with Matthew and other Hosts.

what exactly will you share with Matthew, because previously guests couldn't see their star ratings. Is that still the case? Are these comments anonymous because it sure doesn't read that way. 

 

Likewise though, as a guest i get asked the same questions during the review and it also says it will be shared with the host, but it is NOT shared with us at all. 

Jenny
Online Community Manager
Online Community Manager
Galashiels, United Kingdom

Hi @Gillian166 

 

I have asked the question, and if I get more info, I'll pop back and let you know!

 

Jenny


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Bhumika
Online Community Manager
Online Community Manager
Toronto, Canada

Hello @Gillian166 , 

 

Glad that you found this update useful. This update is in effect since its announcement today. You can have a look at this article for further information: A simpler way to dispute retaliatory reviews.

 

Bhumika

 

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Gillian166
Level 10
Hay Valley, Australia

@Bhumika  I have about 10 reviews that I have to write and I don't see any changes, so perhaps the new system doesn't apply to existing (unwritten) reviews), will it only take effect for new reviews from today?  

Mike-And-Jane0
Level 10
England, United Kingdom

All very exciting. It appears Airbnb are listening to hosts as well as guests.

I do wonder if guests also can benefit from this policy?

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