I know many of you have already noticed that Airbnb launched a new review flow, simplifying the process for guests to send more detailed feedback to hosts. There are already a few threads talking about this here in the CC and so I am really pleased to provide an overview of this product change for you.
We believe that detailed guest feedback is invaluable—whether it’s a rave review that encourages you to keep providing standout hospitality or a gentle reminder on how you can improve next time.
If a guest gives you less than five stars in any one category (cleanliness, accuracy and amenities, check-in, or communication), they can now choose from different focus areas in each category to help you know exactly why, and what to improve for the next time around.
To see what this process looks like, take a look at this Airbnb Blog article.
I hope this information will give you more insights around the new review flow. What do you think? Have any of your used the new review flow yet? Also, feel free to share any questions you might have on this.
Keep up-to-date on Airbnb news in the Airbnb Updates board, here in the Community Center!
Looking to contact the Support Team, for details...take a look at the Community Help Guides.
03-17-2017 05:24 AM
Yeah Lizzie that confirms the sketchy information we have been able to piece together up to now and, as a lone host, I don't support it for a couple of reasons.
1/. Guests do not understand that 5 stars is the default Airbnb rating criteria. Anything less is seen as a failure and this system looks for problems where problems do not exist: ie that century old Persian rug with it's certificate of authenticity results in a downgrading to a 4 or even a 3 star cleanliness rating because of it's old and shabby appearance. Should the host hot-foot it down to Ikea and replace this treasure with a suitable piece of 5 star shag pile nonsense in order to avoid being relegated and told there is room for improvement?
2/. Hosts do not have the same opportunity to rate guests, so the whole equation is one sided.
What was the main issue with the guests cleanliness: Smell, smoking, untidy habits, noise, abuse of supplied equipment.
What was the main issue with the guests communication: Response, observance of house rules, contact.
These things are as relevant to the host as Airbnb seems to feel the guest comments are. If guests knew they would be rated on the same criteria as that used for hosts many of them would take more care, and be more responsible and responsive guests.
Thank you for posting this Lizzie it does give us a bit more insight into the review process but in reality will do nothing to make us better hosts. All it will do is bring up issues that will make us more mistrusting of guests in general.
As I said, I don't speak for the community, just as a lone host.
03-22-2017 05:41 PM
I agree with Robin, Robert, and Nancy. The host is rated on 7 items and the guest 3. I have always been generous with my guest reviews. The guests I never want to see again, I don't review for my personal safety. They stay in my home with me, they know my habits, and they can copy a key. There are a lot of vindicative people out there. We as hosts can't see how many stars a guest has either. I know by not leaving a review or being too generous is not fair for the future hosts of these guests. Also, I have not see any feedback on my increase in 4 star reviews. I was rated a 4 in cleanliness. That's unheard of out of 83 reviews in less than a year. Yet, I'm left to wonder why.
Airbnb is valuing guests over hosts. We have the most to lose letting total strangers into our homes. I'm demanded by Airbnb to answer the guest if I decline an inquiry or request (which should have been sent as an inquiry, but the guest fails to read my requirements for sending a request which blocks my calendar for 24 hours. I'm then further reprimanded by Airbnb by making the guest wait). I always send a reason out of courtesy, but Airbnb does not require guests to do this. I had 2 guests cancel on me this month after I had to twist myself into a pretezl to get information out of them. I had to reschedule plans I made because of them. They never gave me the courtesy of an explanation. They did respond after I had to contact them, and their response was practically like I bothered them. Why didn't Airbnb make them answer me when they cancelled? I bring Airbnb more money than those once or twice in a lifetime guests. I was so angry, I blocked 3 days. It punished me more than Airbnb, but how would Airbnb feel if hosts decided to boycott them?
So no Robin, you are not alone out there. More of us need to speak up and demand equalilty. They demand it from us to host anybody of any enthicity or race or whatever. Anyone can see by my reviews that I do. Trust me Airbnb, when you have a culture in your home that treats you like a servant, I have to ask myself if Airbnb values align with mine. I'm sure running this business is a hard job, but so is mine. I'm not a billionaire. This year my rates have gone way down due to competition. What I do notice in my area is the turnover of hosts. Once someone doesn't have a schedule of their own for less than $5 an hour, how much of an incentive is it? If you ask me why do I keep doing it, it's because I have limited options. While I'm grateful for the income, I do feel undervalued.
03-22-2017 06:28 PM - edited 03-22-2017 06:32 PM
The problem is Jo, we have seen so many changes to the platform before, we have made a song and dance about it and nothing has happened! So, the reaction is, what's the point, why get upset about it, it's a done deal so get on with it.
I would love to think the idea of a forum like this would be that us, the ones who are at the 'coal face' of the industry, could affect the decision making which impacts upon us. Obviously everyone has a different barrow they would like to push but, general themes do come through on the forum! But instead of supporting each other, we all march to the beat of our own drum, and SO many different ideas or comments get 'sallied' back and forth that any constructive ideas disappear in sea of negativity.
My own personal feeling is that we as a community should push to have the star rating (in it's present form) done away with and use a percentage base as the criteria for rating a host and a property (and a guest). That way, one bad or ilogical review will have a minimal impact on the hosts record without penalising the host through no reasonable cause. One low percentage rating of a guest on the hosts part would alert other hosts and one low percentage rating by a guest would draw attention to a hosts failing or a guests difficulty, once again alerting other hosts. Rather than leave a star alonside their review, the guest would leave a percent, and so would the host on the guest.
I did a post to this effect some time ago, and guess what, it got one response and one like and promptly disappeared into obscurity.
Jo, we may want change but nobody wants to get on the bandwagon and drive it or support it so....don't hold your breath waiting for things to get better, they won't....but thanks for your support!
03-26-2017 09:36 PM
I left out something critical. I have a 4 star rating or something like that for cleanliness and that is only the most insane and rediculous thing in the world. I am the Queen of Clean, ran a Shelter home for kids, worked with kitchen serving thousands of meals a day that Had to be totally sanitary, and more that you can not imagine. My house and yard are clean, totally clean, if its not clean it gets thrown away no matter what it is . I have work away and help x workers living in with me to do cleaning and I always work with them to ensure my standards are kept, and I get a 4 star rating for clean ? Insane. I just shook my head and laughed but nothing I can do about it. Do away with this 5 star thing , we are not a Hilton or Intercontneantal Hotel.
03-26-2017 09:31 PM
A couple things you said are ringing a loud bell for me - we have the most to risk by allowing total strangers into our homes unless we have separate living areas. Before I accept any guest I vet and qualify that person intensely - better safe than sorry - so far so good until now. I have No smoking throughout my host profile still I now have a Japanese man here who is a compulsive chain smoker. He did not tell me until he arrived . He Says he only smokes outside in the garden or away from the house but the room reeks of cicagette smoke, I am afraid its permeanting the walls, closet, mattress, even his clothes smell / reek of smoking. He is sloppy horrible when using the ktichen, has been repremanded about making such a mess ,not cleaning it up then. Still, he is a nice man so do I put him out ? No, of cousre not but same time, we have to be after him. Worst thing he sleeps all day and is up and prowling about the house most of the night. We have dogs, posted clearly, and they bark every time he walks around from his room down back and forth to the kithcen. Of course we can't wait for him to leave but do I give him a bad review ? To what gain ? Someone else may not mind his stuff at all and love to host him. We the hosts need to vet the requests and be selective on accpetance not the other way around. We do have the most to lose in every way.
04-02-2017 01:44 AM
I think we hosted that same man or someone very similar. Very bad experience for us having someone roaming the house while we slept. Scary!
04-03-2017 12:41 PM
Was your night nocturanl guy from Japan ? Our little dogs bark their loudest any time anybody Anybody gets up at night, moves around , evern to use the bathroom so I am always awakened by that - good as far as I am concenred. The guests always know that as soon as they open the door to their bedroom that the dogs bark and I Am Up also and About to Check . Love my Dogs.
2 weeks ago - last edited 2 weeks ago
We only let our guests use their room and bathroom and that is it. All common areas are out of bounds.
We've put in a kettle and tea/coffee in the room which. Has been commented on as a nice touch. May keep people out of your common areas?
2 weeks ago
We also allowed guests to use the kitchen but we put a mini fridge in the airbnb bedroom, still , the guests assume that they have rented the entire house, patio, all common areas, and its not unreasonable for them to assume that unless told clearly. Hotels & hostiles provide common areas as a matter of course and those guests have access to the entire place. Most people assume that its the same in private homes unless told other wise.