my listing was suspended

[Tibor34]

So, my listing was suspended for five days, upon three reviews.

Review nr1:

Two days after my listing was suspended, Airbnb deleted this review. I did ask to delete about four days before my listing was suspended but they refused at that time. Now, when my listing has been suspended, they apoloigized and deleted the review. 

Question nr1: Do you think it is professional to use such a review to suspend an apartment listing?

Rewiev nr2: during the overall feedback, the guest stated that the apartment was properly described in the listing. However, for Accuracy, he gave only two stars. So, it was a reason to suspend my apartment.

Question nr2: How do you think I should improve the accuracy of the description of my place? do you think it is needed? Bonus question: do you think Airbnb is professional to use such a review to suspend an apartment listing?

Review nr.3: The guest stated that the location was a bit off to the centre, but it was not a problem, he would stay in my apartment again. There was agsolutely no negative comments in his review. Still, he gave 3 stars. It was a reason to suspend my listing.

Question nr3: do you think such a review is really a bad review? Do you think it is such a bad review to suspend a listing, especially as Airbnb does not indicate the exact location at booking so there is always room for the guest to be disappointed about it? Bonus question: do you think Airbnb is professional to use such a review to suspend an apartment listing?

I had long calls with Airbnb support. They understand the issue, but can do nothing. Main question: do you think Airbnb is a proper business partner? I doubt so.

[Bhumika]

Hi @Tibor34, Thank you for sharing your concerns and questions with fellow hosts in the Community!

As you suggested above, did you happen to get some insights on this instance or update your listing description to make it accurate?

Do keep us posted if you are making any changes to your listing and if it has already improved the guest responses since you posted!

Wishing you all the best! 🌻

[Tibor34]

Hello,

Did you read my post?

What should I add to the description?? There is no need for it, as the guests stated it was accurate indeed.

I would appreciate if you answered to my questions. And especially, if you read my post before replying.

Best regards.

[Mike-And-Jane0]

@Tibor34 I think you would do well to improve your listing based on the reviews received.

[Tibor34]

Well, I certainly do well , except that Airbnb threatens me to close my listing.  

[Helen3]

You are the one running an STR business @Tibor34  . Airbnb is simply a marketing channel. 

your listings were probably suspended as you have what Airbnb sees as low reviews across your listing 

if you want to carry on hosting I'd suggest you analyse your reviews where guests have identified issues with cleanliness, poor quality furnishings etc and improve your listings . This will help lead to better customer experiences and therefore reviews @Tibor34 

[Tibor34]

Thanks.  I have 64 reviews sovfar, i openned my listing last october.

As for reviews: all segments have anbaverage over 4.5.

If I see the issue:

Once it was mentionned that they heard laughter at night. What can. i do?

Once it was lusted too quiet area. Other 50 times they oeaised the apartment as being so clise to pubs, restaurants, historic places.

As you read my post, you will see that there is little I can dobabout. As a senior business analyst, I can see they did a poor jobbat Airbnb analysing thevreviews.

[Joan2709]

Hi @Tibor34 

So sorry you are experiencing these issues with your listings. Frankly, a 4.58 review rating is very low. Airbnb generally considers anything below a 4.7 as “problematic.” I don’t think your listing(s) are accurate, as they do not include important information that guests need to know. All properties have “warts” (not so good things) that need to be disclosed in order to have trust between Host & Guest. If you don’t disclose these things, guests will give you a negative review. If you disclose the negatives, guests know up front about them, rather than finding out after the fact. Not being honest about the negatives of your listings is hurting you in guest reviews. No need to "shout at the rooftops" about your negatives, but you do need to mention them. Here is an Airbnb Help Article about Listing Accuracy:

Accuracy is Everything When it Comes to Hosting

https://www.airbnb.com/resources/hosting-homes/a/setting-clear-expectations-with-every-guest-571

If you are willing to do the work. I am happy to offer suggestions, but we are not privy to what has already transpired between you, the guest who subsequently had their review removed and Airbnb. Below are some suggestions that may help you moving forward. These are only suggestions. Only you can decide if you are willing (or able) to implement them.

Some positives. Your price is very reasonable. Overall, good location (one or two guests complained), overall, good communication (however some issues as you only have a 90% response rate). Most Hosts always try to have a 100% response rate and 5stars for communication. These are two of the easiest to attain for most hosts. You should be reachable at all times and respond no later than one hour after a guest contacts you.

Response Rate and Communication should be 100%

 

Guest Complaints & Review Response From Host
If multiple guests complain about something, that is your signal as a Host to address the issues mentioned ASAP. Fix the leaky shower, make sure your internet works, put new batteries in the remote, etc. etc. Allowing these issues to go unaddressed and unresolved sends the signal to prospective guests that you are not concerned about them as a Host. You should always respond to a negative review by taking ownership (if it is true), thanking them for the feedback, and advising how you have addressed the issue(s). I do not see any responses to guest complaints from you as a Host. This is a bad idea.

Listing Description & The Space

No need to shout at the rooftops about the negatives of your listing. However, I would add a lot more information to your listing description, or in The Space Section, or Other Things to Note Section. Positives should be in your first paragraph, then list the not so positives in the sections below:

Your loft sleeping areas have very low ceilings (many complaints). You don’t disclose this anywhere in the listing description?

The stairs are very steep to the lofts (several complaints). You don’t disclose this anywhere in the listing description?

The curtains are transparent and don’t provide privacy (multiple complaints). The photo does show very transparent curtains?

The Wifi, TV and remote don’t work (multiple complaints)

The Washer wasn’t connected to water supply and no directions on how to use it? Do you have a House Manual (paper or one on the listing site) that guests can refer to?

Photos

Not enough photos on either listing. (You have 7 photos on one and only 9 photos on the other). Most hosts consider 25-30 photos as the minimum. You don’t have captions on any photos? Guests need to know what they are looking at. If you have a picture of the loft sleeping areas, the captions should say “ceilings are low” and number of steep stairs up to the loft, etc. For some guests this wasn't a problem, but other guests specifically complained they wish they had know about this before booking.

You don’t have any photos of the exterior of the bldg.? Guests want to know this. If the building is older, that’s fine. Just put “historic building in the heart of XXXXX.” Some guests complained about the slow elevator. Just mention it’s an older elevator. No need to go into detail.

These are just a few suggestions.  I think you are in a great location and just need to make some adjustments and corrections in order to move forward.

Cheers

[Tibor34]

Hello Joan,

Thank you for your comment. I appreciate that you put the time and energy in going through all the comments. You certainly made a few good points.

Nevertheless, there is still no response I got from any Forum members about the actual review anomaly Airbnb used for suspending my apartment, which is the topic of my original post.

Best regards.

[Joan2709]

Hi @Tibor34 

I'm happy to offer ideas...I received lots of help when starting out. As i mentioned, we don't know what review number 1 (that was deleted) said. We also don't know what conversations transpired between you and Airbnb and what reasons they gave for your suspension. That is between you and Airbnb. Perhaps the suspension was not for just these 3 reviews, but for your overall low review ratings? 

For your original post questions....

"Review nr1:

Two days after my listing was suspended, Airbnb deleted this review. I did ask to delete about four days before my listing was suspended but they refused at that time. Now, when my listing has been suspended, they apoloigized and deleted the review. 

Question nr1: Do you think it is professional to use such a review to suspend an apartment listing?"

Answer: We can't see the original review (it has been deleted), nor do we know what reasons Airbnb gave you for the suspension. Therefore, members cannot respond to this question. 

"Rewiev nr2: during the overall feedback, the guest stated that the apartment was properly described in the listing. However, for Accuracy, he gave only two stars. So, it was a reason to suspend my apartment.

Question nr2: How do you think I should improve the accuracy of the description of my place? do you think it is needed? Bonus question: do you think Airbnb is professional to use such a review to suspend an apartment listing?"

Answer: Yes, I believe you should improve the accuracy of your listing and provided suggestions (my post above). Again, we don't know the reasons Airbnb gave you for suspending your listing, so we can't really respond to "do you think Airbnb is professional....".

"Review nr.3: The guest stated that the location was a bit off to the centre, but it was not a problem, he would stay in my apartment again. There was agsolutely no negative comments in his review. Still, he gave 3 stars. It was a reason to suspend my listing.

Question nr3: do you think such a review is really a bad review? Do you think it is such a bad review to suspend a listing, especially as Airbnb does not indicate the exact location at booking so there is always room for the guest to be disappointed about it? Bonus question: do you think Airbnb is professional to use such a review to suspend an apartment listing?"

Answer: Not sure what specific review you are referring to, since you didn't post the actual review here. Airbnb does not disclose the actual address until booking, but Hosts do have the ability to move their location circle if they wish. If you did that, and moved the location circle too far from your actual address, the guest might have a legitimate complaint. Anything below 5stars is not good and yes, 3stars is a bad review. Again, we can't respond to the question "..."do you think Airbnb is professional..." , as you didn't post the review involved and we don't know anything about your conversations with Airbnb.

I suspect your listing was suspended not just for these 3 reviews, but for an overall low rating and history of complaints from guests. These complaints were about listing accuracy and deficiences that go back to when you started last October. Since the same complaints were raised by multiple guests, and (seemingly) no corrective action taken by the Host to update the listing and/or correct the deficiencies, this may have added to the reasons why your listing was suspended. As I mentioned, we are not privy to the conversations you had with Airbnb, and cannot really comment on that.

I hope you are able to make some updates and corrections on your listings and I believe you will see improvement in your reviews going forward. I would at least post a response to the most recent negative reviews and let future guests know what you have done to correct the issues mentioned by guests. This should make a difference in your future bookings.

[Tibor34]

Hello Joan,

1. Answer: We can't see the original review (it has been deleted), nor do we know what reasons Airbnb gave you for the suspension.

Therefore, members cannot respond to this question.  Actually, whatever was in the review, if Airbnb figured it is against their policy on Friday, than it was also again their pilicy on Monday when I first asked them to remove it, Do you think it is orofessional? No, it is conpketely dilettant from Airbnb.

2. In the review, the guest stated",the apartment is as described" . I would stay there again". Upon such review, I don't see a reason to increase the accuracy of the listing. This exact listind to pick from Airbnb and to state that I should increase the accuracy is truly unprofessional.

I would point also out that it is quite bad if you or me are only guessing why my listing was suspended. All reasons should be peoperly indicated. That is why I referr to the soecific listings indicated in the mail I received.

About the overall rating of my listing. 4.57 means that out of 10 reviews, more than half is 5 star, thevothers are 4 stars, as an average

 Such a result cannot be considered as bad, imo.

Of course, your comments are welcome. Just let's state it clearly: Airbnb is far from professional when evaluating the reviews. Do you know, for example, the definition of the overall rating? As a guest, i have no clue. And our guest also does not have a clue.

[Joan2709]

Hi @Tibor34 

Perhaps reading thru the Airbnb Help articles below will help you understand how Airbnb calculates and determines your status regarding reviews. Your overall rating of 4.57 is "bad" (according to Airbnb). Should you need further clarification on how they view ratings and do the calculations, you can contact Airbnb for further information.

What it comes down to is this. It doesn't really matter if you (or I) think your 4.57 rating is bad or not. What really matters is what Airbnb thinks about your overall rating; as you are listed on their platform. If your ratings don't improve, they can permanently suspend your listing. 

Ground Rules for Hosts

https://www.airbnb.com/help/article/2895

Positive review ratings

"Listings should maintain a high overall review rating and avoid too many low ratings. We’ve found that Hosts who get great reviews tend to focus on four things: reservation commitment, timely communication, accurate listing details, and cleanliness."

Suspension of Listing

https://www.airbnb.com/help/article/1303

[Host comment] “This was a one-time issue.” Removals for violations of our ground rules for Hosts are based on repeated or severe violations, rather than a single minor incident."