Help - Super host review ratings miscalculated

Wendy684
Level 6
Levin, New Zealand

Help - Super host review ratings miscalculated

Help - how does one get sensible help from air bnb support? Ever? I'm left needing a session with a punching bag just trying to communicate with them ffs!

 

There is a problem with my super host rating calculation for 1 Jan and trying to talk to anyone about it is honestly driving me to to quit air bnb after the work I put in doing one night stays over Christmas.

 

Yesterday my overall rating went back up to 4.8 after a couple bung reviews pulled it down. I worked out the super host status was not altered back up since my first review was made before 1 Jan 2019. But this morning another 5 star review came in and this should had have made up for it. But it still says 4.7. 

 

Trying to have a conversation with anyone at air bnb who even understands seemingly how air bnb works is driving me into an early grave. Where do they outsource to? Because they are some of the worst customer help I've ever encountered - which says a lot!  

 

Rant over but if they don't sort out I'm out. 

 

12 Replies 12
Deborah350
Level 7
Grafton, Australia

In exactly the same position from the last round of ratings. Raised it three times and get so sad too bad response.....

It's the nonsense conversation I've had with people today. A couple days ago my overall rating increased to 4.8 following another review which put it up at 4.75. However the super host didn't because one of the reviews took place before January 2019. But then another 5 star review was made increasing the super host calculation to the same. But instead to acknowledging and fixing it I've had silly twats try and claim it must calculate to EXACTLY 4.8 not 4.75 or 4.78 or etc. Lol these guys are not a) comprehending basic rules of maths and decimals and b) not looking at air bnb hosts ratings and how they work across the platform

 

There are no words to describe the stupidity. And no way it seems to locate someone with intelligence.

 

Linda108
Level 10
La Quinta, CA

Any type of system generated criteria has the potential to be incorrect.  What strikes me more, @Wendy684 , is how important the SH status is to you.  If it helps, there will be many other issues that you will feel to be unfair that will affect your SH status.  I have been doing this for a while, mostly as a SH but one quarter I didn not meet the criteria due to totally guest based misunderstanding.  Of course I was upset about how "unfair" but ultimately I just stopped caring.  Bottom line, no, NO difference in my bookings.  Just a thought.

Alon1
Level 10
London, United Kingdom

@Wendy684 

 

Pot luck and persistence answers your initial question.

 

In any case, since you started hosting in 2016, you may not be aware SH is a relatively new concept, only 5 years old. It means that older hosts functioned perfectly well without it, and still do. I for one only became SH for the first time 6 months ago, that is after 6 years of hosting. and It hasn't made a scrap of difference to my hosting. Moreover, in my experience very few guests are even conscious of its significance. 

 

Consequently, I wouldn't advise SH status to affect your decision whether to keep hosting or not.

 

 

 

Wendy684
Level 6
Levin, New Zealand

Ok thanks I appreciate the advice and maybe you are right and I will find the same thing. I probably have been stressing far more than I should be. I think more so because a neighbour who I referred a guest to once for a couple nights a couldn't accommodate them for due to another booking subsequently set up in competition at a lower rate so that has reduced bookings a bit though I am still getting them.

 

I was happy to accept I lost SH after a poor review only I regained the star rating and now it's less the SH and more the difficulty of getting help from air bnb support that is frustrating me. The nonsense convos I've had with them make 'support' an oxymoron lol 

 

But oh well we'll see what happens. And thank you for giving some perspective 🙂 

@Wendy684  As long as Superhost can be lost by one nasty, vengeful guest leaving a 1* review that Airbnb won't remove, that tells you that it isn't something to be stressing about. You could be the greatest host in the history of Airbnb, and it wouldn't matter because ultimately, Airbnb gives any guest, even one who posts a review full of lies, the power to take that away.

Wendy684
Level 6
Levin, New Zealand

aghh! I don't think anyone has a frigging brain at Airbnb support. 

 

they certainly don't understand either basic English or basic maths. 

 

that's why I want to quit. because I know that any time I have a problem big or small I simply cannot rely on any help from them. imagine if it was a serious issue? their I utter ncompetence leaves me very worried indeed. 

Mike-And-Helen0
Level 10
England, United Kingdom

@Wendy684 I would be pretty frustrated by people not being able to round correctly. 

It is absurd.

Emilia42
Level 10
Orono, ME

@Wendy684 Right now your listing as it 4.76. That will round to a 4.8 and qualify you for superhost status (I have seen this happen.) But you said that one of those review is from the previous period (December 2018) so it is tricky to say what will happen since you are so close to the cusp. Do you have any other reviews that could come in for stays in 2019? 

Wendy684
Level 6
Levin, New Zealand

So just to update my Super host status renewed. My Super host calculation was 4.75 on 31 Dec+ 1 Jan but the insane dialogue continued. It seems that despite the inadequacy of support staff not understanding anything the system actually worked and simply had not updated.

 

However I keep getting bombarded by idiotic messages that now boarder on harassment from an airbnb support staff member who still thinks they were right and doesn't see or comprehend that my Super host status renewed on 1 Jan. Because I received a subsequent review of 4 stars putting my overall rating back down to 4.7  (because it is now 4.74) he thinks that he was right and it should not have been 4.8. 

 

He's determined to believe my only issue is how ratings are calculated and disregard everything I say including any complaint about air bnb support. 

 

I need a BLOCK or REPORT button for this guy

 

I've told him I charge a $20/HR living wage to teach him basic math and please stop messaging me lol 

@Wendy684 just tell him to close the case. X

Wendy684
Level 6
Levin, New Zealand

I did ask him not to message me any further. but then I did that previously explaining that my issue was resolved. he didn't listen. need a button to click whereby I can close the case.