Loss off Superhost status

[Kathy235]

I was just advised that I have lost Superhost status—despite 5-star ratings in all categories and a full year’s worth of raving, positive reviews, except for ONE.  One disturbed guest who moved out early despite our efforts to meet her odd demands—and then demanded a refund.  In fact, through an Airbnb case manager, she tried to blackmail us, threatening a zero rating if we did not refund.  So, we have ONE zero-star rating among approx 30 five-star ratings.  All inquiries and reservations have been answered promptly, etc.  Our stats are excellent—yet the Superhost status has been cancelled.  I find no way to directly contact Airbnb about this. Suggestions?

[Christina756]

I actually had the EXACT same thing happen to me. I lost my SuperHost status despite being fully booked and all positive ratings except for one 3-star rating from a demanding guest (who was upset over the rain and then she saw a bug).

I'm not sure what happened.

[Kathy235]

I’d like to hear from AirBnb how to actually reach them when something unjust happens based on incorrect information.  A “case manager” was all over me when the woman above wanted her refund, but I find no way to make contact with such a case manager now when I am losing money as a result of Airbnb’s mistake.

[Mike1034]

@Christina756  I saw that you had a cancellation in April. That could be the reason why you lost your Superhost. And you may not be able to get Superhost until this time next year because of that. If you had an extenuating circumstance for the cancellation, you may appeal to Airbnb.

@Kathy235   This is exactly the issue of Airbnb review system. They don’t consider removing retaliatory reviews. One 1-star review will need to have twenty 5-star reviews to average up to 4.8 rating.

[Kathy235]

Thanks for your note, Mike.  Funny thing is that I HAVE A 4.8 RATING, despite that bad apple and AirBnb’s requirements — and I lost Superhost status anyhow.  Funny that I booked almost exclusively Superhost Bnb’s throughout Italy for 6 weeks this Spring— I thought they would all offer the kind of quality accommodation that I do.  NOT.  A couple were misrepresented dumps; others were barely adequate.  BTW—how does one appeal to AirBnb ?

[Mike1034]

@Kathy235  It depends on how you derive your 4.8. Here are some examples: 4.79 is 4.8 and 4.81 is 4.8. I believe that Airbnb wanted to be the average >=4.80. But on the Progress page, it is not displaying two decimals.

You can contact Airbnb support to appeal if you feel that their calculation is wrong.

[Sarah977]

@Kathy235 It's the cancellation that disqualified you from Superhost status, not the 4.8 rating. Even one cancelleation will disqualify you.

[Kathy235]

This so f—d.  So if, as I do, you provide a moderate cancellation policy, and someone cancels for whatever reason — you, as a host, are penalized?  Understanding the arbitrariness of this Airbnb system, I am looking at going with VRBO or other contacts.  Thanks.

[Brittani7]

I feel a lot of hosts have had like problems.  I just had It happen to me.  The guest stayed for one night and I don't know what was up her butt but she left me a horrible review, literally lying in her review.  

What did Airbnb do? Nothing, even though I have a sea of guests complimenting on the cleanliness of our rental.  

But I feel like in the long run, super host isn't really what Airbnb makes it out to be.  Yes guests can search specifically for super hosts but I feel like having super host isn't what determines your success on Airbnb. 

I lost my super host at the beginning of the year due to a random three star and they didn't even leave a reason why.  At first I was so worried our bookings would decrease but they didn't, in fact we have been more successful this year then any other year.  Finally I got my super host back but then that one brat guest I mentioned before gave us a crap review and I lost it again.

[Carl97]

Similarly, after 50 great ratings I got 2-3s, one bc a guest snuck in a dog and left a stain which I requested extra cleaning fee for and another guest upset that tv would not work. I made 3 trips to the house to try and fix tv. It is ridiculous to think you cannot ask for reconsideration.  

[Branka-and-Silvia0]

@Kathy235 

when I start hosting 3 years ago you could choose from a host or super host, room or the entire home. And that was it. Super host status meant something.

Now you can choose from family or business collection, PLUS, LUX, and UNIQUE homes, experiences, restaurants, hotels, adventures.... you name it... when a guest opens Airbnb homepage it's one NEUROTIC JUNGLE where everyone gets lost

So I don't think it will have any effect on your booking rate. But yes, your frustration is understandable, it can happen to any of us, anytime, with each new group of guest ... and we have 20 just this month. I decided not to look at the rating guests gave me. I read the review and that's it, I move on, I don't want to waste my nerves on it.

[Renée16]

I generally avoid the detailed reviews page lol, the stuff people will note gets under my skin. 1 this week marked be 4 stars for communication when I responded to her reservation request within about 5 minutes, the same for her next question AND allowed an early checkin by letting her know it was ready... People are so frustrating.

It's probably the cancellation that lost you your status, if would only say cancelled booking as a review when YOU cancelled the reservation... not if the guest did?

[William620]

This is helping me. I have the lowest prices  and Covid has really made it so I’m getting mostly local bookings and they seem to leave the worst ratings.  I was a super host for 3 years and next month they said I’ll lose it.  Everyone I request for someone to replace a damaged item or anything they leave a retaliatory 1 Star and it’s ruined my Super Host status.  But if I didn’t request for damage repairs I would go out if business because my prices are low to stay competitive 

[Sarah977]

@William620 Raise your price. You may get less bookings but you will hopefully avoid getting guests who are disrespectful and damaging things.

[Laura759]

Airbnb prefers the traveler over the host. I’ve been hurt by them twice. $700 each time. I’m looking at other avenues.