Do you feel unfairly treated by Airbnb? We do.
We have held superhost status for a number of months - perhaps years - but lost it last Autumn because we declined an enquiry from a guest who insisted upon bringing with him a dog. On our site we very specifically state that no animals are allowed on the premises.
We feel really unfairly treated and now plan on leaving this service and going over to a different one. There are several. Airbnb has not been responsive.
I believe that is correct. I currently have 88% 5 stars and 4.9 overall. It was still 4.9 when I had 87% 5 stars.
From what I remember, when Airbnb explained their rationale from changing the Superhost criteria from 80% 5 stars to a 4.9 rating, it was because the latter takes into account not just how many 5 stars you have, but how many 4, 3, 2 and 1. A host that has 85% 5 star reviews and 15% 4 star ones will have a higher rating than a host with 85% 5 star reviews and a mixture of 3 and 4 star ones.
As for @Samuel And Ragnhild's original question, if the cancellation was in 2016, then it is likely that they have lost their Superhost status for not meeting the minimum trips/nights criteria, which they already said they are unable to meet.
I just lost superhost status and found this thread. The email said I have too few bookings. This may be true for Airbnb; I listed on other sites because the 'quality' of guests from Airbnb last year was awful. I posted a discussion topic, many people posted agreement.
Yet, I wonder if they also factored in that i declined a recent person requesting booking -- her message asked me what.my policy on cancellation was. Well...first of all, the policy is crystal clear, you just have to tap the 'policies' tab. Secondly, honestly, what would a normal host do when receiving this message (from a person with 0 reviews). I had received a booking request on another site, and I told her I was accepting the other guest. She complained to Airbnb about me, and I received an email from "Lilith" reminding me of policies. I did not respond in any way. That was 2 days ago and this morning I got the email that I'm no longer a superhost. I suspect that in actuality, someone didn't like that I accepted a guest on another site and dinged me for disloyalty.
I actually don't give a rip about the superhost thing. I work my tail off, that will not change, but it makes Airbnb much less on my team. This is MY property and I take on all the responsibilities.