How one guest destroyed five years of Superhost status

[Huma0]

Hello everyone. Firstly, sorry for being away from the community for so long (due to a number of reasons). I wanted to share my recent experience and ask for your opinions. Apologies if it's a bit long...

I have been a Superhost for the majority of the time I have hosted in my current home. I have three guest rooms which were pretty much fully booked pre-pandemic and, since then, I've managed to keep things going with bookings on and off. Things were finally starting to pick up again in the latter months of this year. I've maintained my Superhost status every quarter for the past five years and have been at a 5.0 rating for about two (prior to that, mostly fluctuating between 4.9 and 5.0 as you know how long it can take to recover from the occasional 4 stars).

My dilemma is this. I recently had a guest who unexpectedly left me a 3 star overall rating (and 3 or 4 stars in every category bar location). She never complained while she was here and seemed to enjoy her stay. Although her English was limited so something may have been lost in translation, she left me a positive review and a nice private note and there is absolutely no negative feedback explaining the low ratings. I also feel that I went above and beyond for this guest in many ways, so it's pretty confusing.

Anyway, as a result of this, my rating has gone from 5.0 to 4.3 and I will definitely lose my Superhost status at the next assessment. Even if all remaining guests leave 5 stars, that only brings me up to 4.66, not the 4.8 required. I have even already received a warning email from Airbnb that my listing may be suspended. It will be a long time before I can significantly bring it back up.

I already called Airbnb about this but, as expected, the CS rep said there was nothing he could do about it, especially as the guest had not mentioned anything negative in the review that I could contest. His only advice was to keep up the good work.

I know that a lot of hosts feels that being a Superhost makes no difference. However, I would say in my experience that it does. When I first started hosting, most of my guests had no idea what a Superhost even was. In recent years (since Airbnb started promoting the scheme a bit more), I have found that many guests mention they booked with me because of it. Once guests are aware of it, they often specifically search for Superhosts. Even if you forget about that, my rating for that listing has dropped to 4.0. and I know I wouldn't book an Airbnb with that rating!

My questions are these:

1. I would like to message the guest asking for feedback. Perhaps she did not understand that her ratings were actually very low, rather than 'good' or 'very good'/'as expected' or 'better than expected' as it is sometimes represented by Airbnb. Or, perhaps she was too shy to tell me that there was a problem and it would be helpful to know what that was, regardless of whether Superhost status matters or not. How best to phrase this message without seeming like I am harassing her?

2. This guest instant booked. I only turned on IB because I felt I must (once Airbnb really started to push it, my fully booked listings dropped to the bottom of the search results, which is disastrous in London where there are so many Airbnbs, and only recovered when I turned it on). If this had been a booking request, I would not have accepted it without the guest answering all of the pre-booking questions, which she hadn't. So, should I turn it off and risk my listings disappearing again? I'm tempted, but not sure that's the best idea given that her rating may already have an impact on bookings? A very low percentage of long-term guests IB, but the rest might not even see my listing if I turn it off, so I am not sure that would be to my advantage.

[Alexandra199]

Hi Huma

You have had lots of responses to your question and having read them there isn't much else I would add. I just thought I would let you know of a situation I had that was similar to yours. My guest left a positive review and then left 4 stars for all categories. I wrote to him because I actually wrote to all guests who leave me 4 stars in categories. These guests don't usually respond. I personally think this is cowardly because if you mark a host down then stand by your rating and explain why! Anyway, this 4 star guest did respond. His answer was that he never leaves 5 stars for anything and he truly felt his review rating was glowing! So there you go, some people are just like that. I should add he was really apologetic as he just didn't realise the impact it would have. I suspect this guest may be the same in this case.

[Huma0]

@Alexandra199 

Yes, I believe you are right.

I have rarely messaged a guest to ask why they have left a certain rating or not (at least I haven't for a long time) as there is usually some sort of feedback in the review process. However, I certainly learnt early on that guests are not aware that anything under 5* is a bad rating. I don't tend to discuss this too often, but if it naturally comes up in conversation, the guests are always surprised and sometimes shocked.

The guest in question told me "I didn’t realise the 3 stars was low score. I’m happy to change if you tell me how to change.The house was lovely and is situated in a good area I enjoyed my stay there with you immensely." This guest had already stayed at Airbnbs several times and left good reviews for her hosts (as she did for me) but who is to know what star ratings she left. Probably they were not that great! Hopefully she now realises that 3* is actually very damaging. 

I do blame Airbnb in a lot of these cases. They tell guests that 3* = good and 4* = very good, which as hosts we know is very much not the case, but how on earth are the guests to know that, especially if they are inexperienced, unless the host explains that to them but that is kind of awkward and we really shouldn't have to do it...

[Susan1188]

Can you open up short term bookings for a 1 month or 2 month period in order to rack up a number of reviews to drown it out?

[Huma0]

@Susan1188 

Yes, technically, that is one answer, but I already had long term bookings for all of my rooms. I did open up the dates in between for slightly shorter stays and had a lot of interest in them, but unfortunately no suitable guests bar one (she left me 5*). They were either time wasters or there were big red flags. I had to call Airbnb a few times to cancel instant bookings. I did get one 'normal' booking for December, but that guest doesn't check out until later this month.

I definitely feel like I'm getting more weird or dodgy requests/bookings. See: https://community.withairbnb.com/t5/Help/All-the-enquiries-booking-requests-I-ve-received-in-the-pas... and that's pretty much how it continued...

But, I remember from when I used to do short stays as well as long term ones, that the holiday period always attracted bad/rude guests and ones that were more likely to leave lower ratings.

Luckily, I managed to get hold of the guest who left 3* and she asked Airbnb to remove her review. She didn't realise that 3* was a low rating.

[Helen744]

Helen @744 I would like to raise the issue of sabotage by other hosts . Da da da Da. It is easy to get a little paranoid in these odd times.I have just lost my superhost status . the reason was similar in fact almost exactly the same as @Huma0 . My guest used IB and booked last min . the only gap shortly before Christmas . Her communication on arrival times or reading the rules or even knowing the address was poor. She was travelling in a "work group'of five. I meet guests to hand over keys and run thru whatever the guest needs to know about the area and the house. It was quickly clear that no English was spoken by anyone in the group. Text messages about rubbish night and ETA were simply ignored. I made it clear that I was available via mobile but this was never used. A dozen mince tarts I left were all eaten . Lots of food cooked and lots of cleaning to do as per usual.On entering the house the one male in the group was on his phone and when called to check the heater settings he continued with the phone on his face and did not even look up. They all ran straight in the house to claim rooms . children often do this . young males always claim what they think is the main bedroom at the front of the house allowing me to show mum and dad to the better bedroom with the deck and french doors.This was the male .although he was about thirty. Anyway at the end of this booking I send a message to say thanks for staying and remind people to check for all their things and offering to send small things on if necessary and wishing people a safe journey. I recieved a phone call to say they had finished there work and were on their way back to the city. I assumed they were eager to get home for the holidays and wished them well and went on to clean as per usual unaware of the three rating and the charge of "needing a deep in clean " to come and and 'need to be improvise ". None of which is proper English but obviously not good . the next guest told me he was about to open an airbnb . what he did not say is he was in partnership with someone else in my area and they were opening two airbnbs just before Christmas. He left no review.My next review also just before the New Year was five star and glowing from a family from the US.This one review has taken my Superhost which I have worked hard to maintain and although I have come from straight five stars to straight five stars except for this one poor review.We did nothing different before or after We always do deep clean. We more than anyone are aware of covid and protect our guests and ourselves. I simply do not think that guests are all innocent of devious behaviour and how the system works and competition for bookings in my area is fierce. I may never know but I think there was no evidence of me or my space letting people down . It was not the three stars but the timing of those stars . Just before the new ratings. It is cut throat out there . all the best to anyone experiencing these types of things The star system does not work . I cannot go to someones business and destroy it overnight because I am having a not good day. I dislike the ability of this system to set guests against hosts . I wish I could take the attitude of not caring about the superhost but it affects my business 

[Huma0]

@Helen744 

Sorry that happened to you. As clear as we try to be, there are sometimes language barriers that make it hard to communicate with guests. Of course, they could easily use an auto translate (with most things on Airbnb you only need to click on 'translate', otherwise it's not difficult to copy and paste into an online translator), but many guests don't bother.

With the guest I mentioned, her English was very basic, which is fine of course, but the problem was more that she would pretend to understand things that she actually hadn't understood at all. Other guests will just nod, or not even acknowledge you, when you are trying to say something. One would think it would be in their best interests to tell you that they don't understand so that you can explain it another way to them, but in some cultures, it's considered more polite to just act like you understand.

Then, it turns out that something or the other was lost in translation. I managed to find out that my guest gave me 3* because firstly, she did not realise that was a low rating and, secondly, because the listing was outside of her initial budget (not really my fault). Still, she scored me down in all categories (bar location), including cleanliness. Seeing as she was here for about a month, it would have been helpful to know if there was anything she wasn't happy with (other than the price) so that I could try to fix that for her. Again though, I just don't think it was part of her culture to complain about something directly...

Perhaps you had a similar experience with your guests. It seems to me that these things are far more likely to happen when there is a big language barrier.

[Sarah977]

@Huma0  That is a huge source of frustration for foreigners in Mexico- not the language barrier part, but that Mexican culture, to some extent, considers it impolite to say no, or to say you don't know. 

So people will tell you with what appears to be total sincerity that they will show show up to work tomorrow at 9, and say "of course" when you tell them that if they can't make it for some reason that they need to call, not leave you waiting, when they have no intention of doing any such thing.

And if you stop to ask for directions, they will often stare off into the distance, look around, and act like they are thinking hard, when in fact they have no idea how to get to where you are asking about, but can't bring themselves to  just say, "I'm sorry, I don't know." 

[Huma0]

@Sarah977 

You've reminded me of when a boyfriend and I travelled for a few months in Mexico and Guatemala. This was in the '90s and we didn't have mobile phones (let alone smart phones). We stayed for a couple of days in Isla Mujeres and, even though it's a small island, had trouble finding a few spots we wanted to visit because there were no signs anywhere.

Every time we would ask a local for directions, they would be very friendly but send us completely off track. Of course, that's not because they didn't know their way around their own island. We thought we could speak some Spanish having taken evening classes before we came, but we were very bad at that point. I think the locals just couldn't understand a word we were saying and were too polite to say so!

[Helen744]

Helen @744 that could be so I am sure you are right. Its very frustrating because I know there is little point me trying to continue to follow it up or follow it up at all.Thanks Possibly a little cultural direction such as you guys have provided could be provided by Airbnb. I have also had people who appear to make another bed on top of the beds provided and do not sleep under the covers provided. Seriously I want people to be comfortable but obviously communication in certain conditions does not work H.

[Sarah977]

@Helen744  I had a lovely guest from Prague who came to me the first evening to ask me what she was meant to sleep under and over, as she was confused. It was quite charming. I explained to her the concept of a top sheet and a blanket, as opposed to a duvet.

Had I not read on hosting forums that only duvets are used in Europe and other places, I would have found it a strange question. 

I've also read posts where those who only use duvets have odd notions about top sheets, saying they found them "too constricting". They seemed to think that just because they find the top sheet neatly tucked in when the bed is made, that it has to remain like that, sliding oneself in as if it's a cocoon or a sleeping bag.

I've used top sheets all my life and I never sleep with them tucked in.

[Helen744]

Helen @744 Yes that could be it. We always provide top and bottom sheet , doona  and cover and quilt at the bottom as an extra blanket and also various throws.  We have electric blankets as well but do not tuck sheets all the way up but only secure them at the bottom and halfway up. If we have long term guests we will do a weekly clean and instead of changing top and bottom sheets we leave off the top sheet and change the doona cover only because young blokes will take the top sheets off as they get tangled up in them I really focus on beds and generally have not had a concern from people except once the bed collapsed and we rushed out and bought another one.

[Huma0]

@Sarah977 @Helen744 

Another issue with the language barrier/cultural differences is that guests from certain cultures will consider it very rude if you tell them directly (no matter how polite you're trying to be) that they should or shouldn't do something, i.e. remind them of house rules. 

I've had guests look extremely shocked when asked politely to please not make so much noise at 2 or 3am. I mean they've looked at me in horror as if I just slapped them in the face. That's not to say that guests from the UK/similar cultures always like being reminded of house rules, but they don't seem taken aback by it.

[Genaro18]

I am sorry I just wanna put my two cents in with a lot of years of experience. You just have to deal with it you can make it better again. You are over emphasizing how this happened or even how to fix it. You need to let it rest and leave it alone

there are actually more risks with involved with your attempt to go backwards and try to undo this. There’s a lot of ways to pull your superhohost status back- but thousands of us lost it during the covet. And it’s a long road back. Also look for articles all over the Internet guests are worse a lot worse now.  

the early years of AirBNB are a lot of innovative creative people who were adventurous and that’s not who is Booking nowadays it’s an every day type person who has no concern for your space. Protect yourself and honestly I’m just gonna say it get over this and move on” let it go “ as the movie frozen has taught us

[Huma0]

@Genaro18 

While I agree that a lot of the guests booking on Airbnb have a different attitude than in the early days (there are still some innovative, creative and adventurous types though) I am not sure I agree that it's always best to 'let it go'.

While losing Superhost after five years due to one guest review is very annoying, it's not the end of the world. However, judging by the number of responses on this thread, it's clearly something that bothers other hosts, not just me.

By just letting it go, I would have lost Superhost and it would have taken a long time to get my ratings back up (the remaining four guests last year all left me 5* but that was not enough). Instead, I did something about it and as you can see from the badge, it worked.

I contacted the guest, she responded that she didn't realise 3* was bad and she asked Airbnb to remove the review/ratings. Of course, if she had not responded or not volunteered to do this, I would have let it go, but I don't see the harm in being proactive. We don't have to accept everything lying down!

[Helen744]

Helen @744, Unfortunately Genaro  the issues arising are as u point out not to do with our businesses they are to do with guests attitudes and the manner in which Airbnb are behaving as if we work for them . They are a booking agency primarily and charge us for that out of or in addition to the guest fee. The star system is a blunt edged tool used to damage our ability to be represented in the booking system . I am not a gambler but if hosts get so stressed that they are concerned about the way they folded a bed then it is apparent that a system where people know they are doing a good job in their business but an arbitrary star system can topple us without warning ,remove our income overnight and make our guests agressive and rights driven before arrival is not working for those who supply the means.Ownership of the means of production are a fundamental right of all Airbnb owners. Airbnb are not either my boss or yours They are booking system. guests at the moment have too much choice because less people are travelling . at least here where i live . so the loss of super host when people are being exhorted to "pay a little bit extra for the safety of staying with a super host' is a nonsense but it means that loss of Superhost is literally a loss of business. New hosts are still pouring into the market with their shiny new stars but how long they keep them is another matter. This costs new hosts and us . There is no solution except the one most people took which was to live off their savings and pay their bills from their savings but time moves on as you point out and things change but we all know that its now a more difficult space and Airbnb are okay when times are buoyant but the cracks in what remains as a competent booking system remain. Do we care ? Yes Genaro  Helen