Loosing super host status

[Adele-And-Ian0]

It has been over a year since I lost my superhost status after just 1 cancellation I had to make.  My reviews have been great and I am very disappointed that this has not been corrected.  I visited your office last July and asked the question of when this would happen an was told it was re-evaluated evey quarter.  Can you let me kow when this will happen.

[Linda108]

@Adele-And-Ian0  The next review will be July 1st.  Sorry you had to cancel and suffer the consequences.  There is much posted about that on this site.  I have found that if there is anyway I can avoid cancelling on my own, I do.  So far I have been able to involve Air BNB in any cancellation so I have not suffered penalties.

[Maria568]

Yes Linda .. I've learned the hard way too... No cancellations is the trick .

[Carmen203]

Hi @Adele-And-Ian0 and @Linda108 I've just loosing my super Host. It was too hard ot get into it that I'm heart broken really. Last review was days ago,  1 score less than the requirement 98% for commitment rate. 

Some months ago I'd a very strange situation with an instant booking. The person asked me to add +3 more guests on the booking. I didn't know how to do it. It sent to me several emails, some of them very ambiguos.  I tried to resolve the issue and register tehir name but it was impossible from my end, I asked him to contact Airbnb and everything turn in a sub-sequence of incomprehensible messages.  

What should I do?

[Steve143]

Hello @Carmen203,

There's an automated review on your listing page saying that you cancelled Ghulam's reservation in October 2017 12 days before arrival.

The next super host assessment was on the 1st of January 2018. That's why you lost super host status. One of the penalties for canceling is that you loose superhost status and it cannot be regained for a year. If there are serious circumstances why you must cancel you should always contact Airbnb support, explain the reason and have them handle the cancelation if they agree.

I’m a host. What penalties apply if I need to cancel a reservation?

The help article below explains how a host can change a confirmed reservation. You can use this to change the number of guests provided that the new number is not greater than the maximum on your listing. I found it by clicking on "Help" and typing "change" in the search box.

I'm a host. How do I make a change to a confirmed reservation?

Steve.

[Carmen203]

Hi @Steve0 

Thank you for your reply. For some my distraction I missed your comment, at the meantime I have become SuperHost again. The reason why I lost my status and may be help other hosts too, was becasue I have cancelled a client's reservation from my side, even if it wasn't my fault,  since that happens my commitment rate droped autimatically. I claimed and had my SuperHost back 🙂  I've learnt an important lesson: If is not my fault, never cancel a reservation. 

[Catherine827]

Sorry to hear @Adele-And-Ian0 your superhost status was affected. It’s all so disappointing when you go the extra mile! Absolutely true @Carmen203, if cancelling will jeopardise your status, always put the onus to cancel back on the guest. I ask the guests to also increase their number of persons arriving, if inaccurately booked. I think it puts the responsibility back on them, stating AIrbnb require the correct number from them. 

I’ll make reservation date changes, but never the number, unless this is a close to arrival booking. Then I’m asking more questions.... still being friendly, but getting informed.

the first time I opened up instant booking, I accidentally opened up a weekend in my calendar. Five minutes later it was booked and I was “Oh s###  I’m going interstate those dates.”

Luckily I was able to do the full preparation, and didn’t have to cancel as we were able to meet he guests and crossover at the airport ( I know.....) My daughter stepped in to cohost them after their late night arrival. So lucky! 

[Maria568]

Can anyone tell me why I have lost my superhost status when the comments are very good and the last two reviews were 4 starts? It seems very unfair. ...How can I see the status history or can I contact Airbnb? Thanks Maria 

[Maria568]

Thank God I did not loose my Superhost Status in March ( my mistake) but I still have reservations about the star system ... for example : guests don't understand that giving a 3 star for communication can affect us .. when all the answers for the questions is on the house rules or emails sent prior to arrival ...but they don't read it ! or they arrive with jetlag and they have "difficulties" entering the property when is nothing difficult about it. Overall I think guests should have a good proven case to downgrade the host not just because they feel like it. Cheers Maria 

[Marit-Anne0]

@Maria568

There is a progress tab in your hosting dashboard.

[Beatrice55]

Hi Adele and Ian,

I totally understand your frustration. I have just  had my Superhost status cancelled after doing the right thing by calling Airbnb and explaining I need to cancel one reservation due to putting my house on the market for sale. This is as a result of very poor bookings over the last six months - where previously the property had rented well. I was assured by Airbnb there would be no penalties and my Superhost status would remain intact as I have another property on Airbnb which I had intended to continue with.

Airbnb refuse to reinstate my Superhost status which is totally disappointing as I have never cancelled a booking in either property before. To make matters worse the cancellation affects my other property which had nothing to do with this. They say they can’t do anything!!!

i asked them to confirm if I have multiple properties and one has a cancellation- does that affect all of them. So far they won’t reply with a yes or no. Moral to this story is never have more than one property on Airbnb as you get penalised by trying to do the right thing. A totally unsatisfactory experience and I am currently reassessing whether I continue with the second property or not due to their unbelievably poor attitude.

i hope your situation is reinstated, however a year is a long time and I believe the Superhost status helps attract bookings. Maybe time to look at another holiday accommodation company as I am considering just that right now. We put too much work and effort to achieve that status to be treated with such indifference!! Good luck. Beatrice 

[Maria568]

We've just had bushfires in our town and I ask the  3 guests to cancel instead of me but Airbnb cancelled the bookings due to the emergency in the fire situation . I hope they will not penalise me ! they assured me it will be ok . We will see now in October 

[Sarah977]

@Maria568  If those cancellations happened before Oct. 1, they wouldn't count on this most recent assessment period anyway, they would count on the next one, ending Dec.31. But I would imagine you won't be penalized- it's an extenuating circumstance, out of your control. 

[Maria568]

Thank you @Sarah977  for the information . I hope so ... the roads were close , people were evacuated and we lost 5 houses in the inferno... so it was not under my control and the guests told me that Airbnb cancelled the bookings  before they cancel . Thank God our property was fine. 

[Sarah977]

@Maria568  Good you stayed safe, sorry for your neighbors' loss. Tornadoes and hurricanes can be easily survived as long as you have a safe place to hole up, but fires are a different story- no choice but to get out of the area and just hope your place escapes serious damage or total loss.