Airbnb does not award me the Superhost badge & How can I actually contact them?

[Gina166]

Ok, this is quite weird.  I have been hosting for 3 years now, but as I host on a Greek island that gets tourists only 3 months a year (and usually the book long term stays) I had not managed to meet the 10 stays per year requrement, until recently. 

So, this year I did host 10 people, and my other numbers are great. By the end of August, when checking out my superhost status, I saw that I would be getting awarded the badge on the 1st of January. 

Still nothing. Now it says I will be awarded the badge on the 1st of April, if I keep up the same way. 

I simply do not get it.  On top of everything, how can a trusted host actually contact the team as opposed to the community via email?  It seems rather absurd that they do not have an actual way to get in touch with them... 

I cannot even figure out how to attach an image to this message so that you can see what I am talking about. 

Any insight will be appreciated, thank you! 

[Al55]

Hello,

Well same thing is happening with me I started doing Airbnb in August and now I met all the requirements to be a Superhost and usually as I understood that if a Host meet all the requirements before the quarter assessment then he/she should get the Superhost status. I thought I would get that but now it tells me if I keep the same progress I should be a Superhost by the 1st of April on the next assessment. I called Airbnb the first agent I was talking to she was telling me that in October my review rate was lower than the requirement but when I ask her that the assessment is made every three months and not every month and for some reason she hang up on me. I called again and I spoke to another one and he told me that I should get the Superhost status so he wrote a message to the Superhost evaluator and now I'm waiting for their response. So I think you should call them again and made them look into the matter and try to escalate the call and speak to a supervisor or a manager.

Good luck!

[Matthew285]

@Gina166, I have seen other people ask this question today, and other hosts have pointed out that the evaluation period does not end until Jan 14th, so it is possible that your status is still being evaluated.

(AirBnB is located here in San Francisco, so our time zone means that we turn to Jan 15th later than almost anyone except Pacific Islanders.)

[Robin4]

@Matthew285  @Gina166....No in fact what you are saying is not correct Matthew...sorry I don't want to be a pain in the a*se Matt, but the situation is as follows.

The assessment (evaluation) period that has just ended was for the year 1st January 2017 -31st December 2017 and it was for stays that were 'COMPLETED' in that 12 month period. The current assessment period we are in now is for the year 1st April 2017 -31st March 2018.

Those are the cut off dates for assessment. Why notifications do not go out until 14th of the following month after the assessment period is, that hostings take place in the last week of each quarter and 14 days are required to account for reviews for stays in the last week of that quarter. This is required because it is the review and the star ratings with the review that determine if the requirement has been met.

So a stay that ended on 29th December 2017 is entitled to a review for that quarter to be credited towards their superhost statistics even though it might not be received and posted until the 11th January.

Where it is not borderline Matt....My stats for that 12 month period were......

In a situation like this, I received my notification on the 9th January because there was no doubt that I had met the requirements to retain my status and I had not cancelled any reservations in that assessment period! But Matthew, where someone has hosted 10 stays in that period and the last hosting finished in the last week of December, then it will be after midnight on the 14th January that they will receive their notification. And if they have received a notification saying that they are on track for the next assessment it means that they have not met one of those 5 requirements for that evaluation period.

This is automatic, it is not subject to human intervention...the system simply evaluates the stats and acts accordingly

I hope this explains how the review system notifications work.

Cheers.....Rob

[Helen3]

What a beautiful place.

All the ways of contacting Airbnb are outlined in the CONTACT AIRBNB post at the top of the Help Forum.

You can also find contact details in their Help Centre if you search 'contact us'.

[Steve143]

Hello @Gina166,

In response to the three questions / statements regarding superhost status, contacting Airbnb support and attaching an image to a post on this forum ...

to see your superhost statistics ...

When you click on "Host", then on "Stats" and then on "Standards" and scroll to the "Superhost requirements" section you should see two columns. One is the superhost requirements for "Completed trips", "Committment" etc. and the other indicates Airbnb's assessment of your performance in those categories.

To be awarded superhost status on the 1st of January you must have 10 or more completed reservations in the previous 365 days. You have 9 reviews for 2017. Did each guest leave a review or did you have 9 reservations in 2017? Contact Airbnb support if you have an issue with their assessment.

To contact Airbnb support you can ...

use the "Help" system, search in this community or use your favourite search engine to search for reesults with "contact airbnb" or "phone airbnb".

Log in and click on "Help" and then type "contact airbnb" in the "Ask a question ..." box. Then click on the "I want to contact Airbnb" link.
Then click on the "Contact page" link near the end of the page.

You can also type "contact airbnb" in the "Search the community" box on these forum pages where you posted your question. Scroll down a little in the list of suggestions that appears and click on the "Contact Airbnb: A Community Help Guide[UPDATED]" one. That lists phone numbers and ways to contact them via Twitter or Facebook.

To attach an image you can ...

1) on a Windows 10 laptop simultaneously hit the windows key and the print screen key.

2) when replying to a question in this forum click on the camera icon in the link, camera and 1.2.3 line just above the text box

3) click on "choose files" in the window that appears and navigate to the directory where screenshots are stored. that's usually "pictures" -> "screenshots"

4) select the file and then click on "Done"

For operating systems other than Windows 10 use your favourite search engine with "screenshot iOs", "screenshot windows xp", "screenshot windows 8", "screenshot android", "screenshot linux" etc.

Steve.