To be a superhost you need 80% or more 5 star reviews. For several of us it's very hard to get to that 80%. This is because a lot of guests don't give that a 5 star review for reasons like:
- Only if is 100% perfect, we will give a 5 star, and there are always little things to complain...
- Some people never give 5 stars, because it's overdone to do.
This means we as hosts do our best and even ask people to give us a high review (not 4 but 5). I really don't like to ask.
Today after I reviewed one of my guests I got the NPS question of AirBnB again. Would you recommend AirBnB to your friends with a 10 points scale.
This made me think, why not use this 10 scale system for the reviews too? so people can give 9 stars if they are very happy but it wasn't 100% perfect. And then change the superhost status to average 8 or 8.5 stars of (still very hard to receive).
Response from Airbnb
Thanks for sharing your feedback. Your points about the limitations of a 5-point rating scale are valid and we understand that there could be nuances between a 9/10 trip and a 4/5 trip that are not captured well with the current scale. We want to make sure that all hosts have a fair opportunity to achieve their goals on Airbnb, such as qualifying for Superhost status, and that we’re acknowledging the great work you’re putting into providing great guest experiences.
However, adjusting the rating system, while important, would have far-reaching impacts. Currently, our discussions around this issue have been ongoing and we’re not yet ready to commit to such an important change until we fully understand how it will affect hosts.
We’re taking your suggestion into consideration as we think through how to capture guest feedback in ways that are most useful to you. We appreciate your patience as we continue working to evolve our programs.
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I have had guests not list their correct name but a 'handle' or 'nick name' or first name only. They often won't post a photo either. Yet they can come into my home, my privacy and my life so that I'm am 100% exposed to them. I request Goverment I.D. upon arrival, but it shouldn't have to be like that. They should be who they say they are, not some alias. Airbnb should list their correct name and make sure it matches their bank account/references etc.
Response from Airbnb
Thank you for this Idea. Understanding what hosts and guests need in order to feel comfortable and trust each other is one of our top priorities, and we’re always working on ways we can improve. In this instance, you can check the verifications that a guest has completed, and you can always view the guest’s profile by clicking on their name or profile photo. We have spent significant time thinking about user names and pictures. The name a guest chooses is a form of personal expression, just like the guest’s profile photo. For this reason, we will continue to allow guests to choose the name that represents them on Airbnb. Moving forward, we are considering a solution in which we share the guest’s name from their verified ID with the host while still letting the guest choose the profile name that publicly represents them on Airbnb. We believe it’s possible to have both personal expression and a verification process that makes both hosts and guests comfortable.
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It’s a new year and we’re looking for new ideas. What new features and updates would you like to see on the Airbnb platform or mobile app? Don’t be afraid to think big! Also take a moment to browse ideas submitted by other hosts to comment and vote for your favorites.