As much as Airbnb's review system provides the illusion of being fair to both guests and hosts, the reality is that hosts are much more impacted by a bad guest review as our livelihood is directly affected.
A guest with a single decent review or even no reviews is able to book stays on Airbnb so if they get a bad review from a host, they can start with a new profile.
For hosts, the value of our listing is built up over time; one hard-earned review after another. If a guest decides to use the review system to punish a host, that value instantly evaporates.
Over the last 2 years, I've earned 14 consecutive 5* reviews, have a mean score of 5.0, Superhost status and reliably appeared high up in searches for a one-bedroom apartment in my city.
My last guest, who had no previous reviews, chose to punish me for not giving her the refund she wanted on her non-refundable stay. She gave me a 1* rating and wrote just four words ("not worth your consideration"). This punitive review & rating doesn't contravene any Airbnb policy and Airbnb support have refused to take it down.
As a model Airbnb host:
I consistently provide a first-rate service that has earned me fourteen consecutive 5* ratings on my apartment (average rating of 5.0)
I have earned and retained Airbnb Superhost status
I accept long stay bookings with Airbnb’s default long term cancellation policy
I accept Instant Bookings from guests without a previous recommendation
I offered my guest a refund on the non-refundable stay but she declined as she considered the amount insufficient (she would lose the benefit of my long stay discount)
It’s at this point that hosts need Airbnb to step in and do the right thing. Instead, Airbnb is busy compounding and amplifying the punishment. Specifically:
Airbnb has sent me a delinquency notification advising that my listing is at risk of being suspended.
Airbnb will remove my Superhost status at the next evaluation. It will be mathematically impossible for me to regain my Superhost status for at least 12 months after her review
Airbnb will incorporate the 1* rating in its algorithm that determines search order which will negatively impact my listing and business
Airbnb will incorporate the 1* rating in my average score and I will never be able to regain my 5.0 average. Punished imperpetuum.
Airbnb no longer publishes the ratings next to a review. This means that prospective future guests can only see my mean score and are unable to distinguish between a single aberrant review and an overall mediocre listing. Other online platforms provide much more transparency so that users can see the mean, mode and median ratings. Amazon is a good example of how informative reviews can be. Airbnb’s lack of transparency serves to increase the damage to hosts of a punitive rating.
Airbnb encourages hosts to accommodate long-term stays that are non-refundable stays and then allow guests to punish hosts when we stand by the policy. Airbnb’s review system facilitates a punitive review/rating and provides no support whatsoever to hosts who are victims of such punishment. Airbnb then uses a range of tools and policies to maximise the impact of the punishment.
The impact on me, my listing and my business is incalculable. I’ve taken my Airbnb listing off-line and looking to start from scratch; two years of hard work down the drain.
If Airbnb truly values our host community then urgent action is needed to rectify the damage done. Not just in this specific case but by introducing policies that appropriately protect hosts from vindictive guests.
