Star ratings often mistakes from AIRBNB

[Kerry30]

I just lost my superhost but airbnb says my overall rate is 67% when doig some basic math it is 78%. How do I get airbnb to fix this, now it seems almost impossible to contact the company direct so I am left with a discussion post! I have spoken to a number of other hosts on recent travels and they also believe the superhost system penalizes long term hosts and that there appears to be little benefit anyways as it doesn't look to impact ranking and can't even be used as a filter on the mobile app.

[Victoria57]

Hi @Kerry30, yes the superhost system definitely penalises guests with longer-term guests as it relies on volume. The methods and numbers for contacting Airbnb are here. The Twitter method seems to work well at the moment if you are a Twitter user.

[Kerry30]

Hi Victoria, your message highlights perfectly how frustrating it is to get in touch with airbnb. ON clicking the link, I have to click on the "contacting airbnb community "experts" link. Go to the question is about something else link. There is no such link on the page I am viewing. And inevitable when I am looking to resolve an issue it is ALWAYS about something else, otherwise I wouldn't need to contact airbnb in the first place (they should credit the hosts with a moducum of common sense).  When I go to the "my host can't answer my question seciton" (o not relevance) I get to pick through abut 600 non applicable drop down buttons. I really think this system needs to be simplified. It's like airbnb don't ever want to be contacted.

[Julie130]

We had a recent guest give us five stars for all the headings apart from overall which she gave 2. When we asked her she said the Air BnB web site was not allowing her to give any more than 2 overall. This has dropped our overall percentage down to 81% which is still within superhost but only just. Just hoping no other guests have the same issue otherwise we will fall below the magic 80% mark through no fault of our own. We also can't seem to be able to contact Air BnB direct about this and all the help pages with drop down menus are a waste of time as they keep going on about bad reviews. The review was great, just the star rating that is the problem. I feel Air BnB/host relationship is a bit like mothership and satalite. We should have an easy method of emailing the mother ship and be able to rely on a response.

Simon