We are an Airbnb Superhost from Auckland, New Zealand.
This post highlights some issues that make it increasingly difficult for us to maintain Airbnb earnings. Despite nearly 400 reviews at 97% 5 star rating, we are not able to even maintain our charge rates, let alone increase them, partly due to the issues discussed below.
We really try hard to do a great job, but when choosing accommodation, guests are unable to differentiate between hosts that have 97-98% 5 Star reviews (as we do) and those with as low as 76% 5 Star reviews, as we will both show 5 stars on our listings … problem is that there is probably a significant difference between the two.
Airbnb used to show the individual breakdown of ratings if you hovered over the star rating, but this facility was removed about 6 months ago. It is now very hard for guests to differentiate numerically between listings. Guests can only trawl through reviews, but this is time consuming and it is an option that only a minority will undertake. It also seems that the system limits the available reviews to a maximum of 32 … yet another limitation to guest choice.
Another issue that is making things more difficult by increasing the rating inflation, is the requirement for guests to provide comments if they do not give 5 stars. Many guests have told me, that to avoid the time hassle of having to add comments, that they give 5 star reviews when they are not deserved. Again, this is making it more difficult for those providing great service and experience from standing out.
As a result of the above, great hosts become lost in the increasingly large number of listings.
Here are a few possible outcomes
- I could provide a poorer hosting service to reflect the fact that we cannot charge a premium for the high quality service provided at present, but this goes against the grain.
- As a result of the frustration caused by 1. above, we could cease acting as Airbnb hosts and we both lose out
- A competitor to Airbnb starts up and offers top quality hosts the opportunity to differentiate from those offering lesser service, which I would find very attractive.
- Airbnb recognises the value that great hosts bring to the table by allowing guests to see/find/sort/filter hosts by the level playing field of % of 5 Star reviews. (Or similar functionality).
I recognise that the Superhost flag has value and that there is likely some quantative value in the Airbnb search algorithm hopefully elevating higher ranking hosts, but this is an unknown and while researching have often found our listing well down the pages.
Bottom line - I would like great hosts to be able to be found by guests through an effective quantative approach (numbers) rather than simply a quantative flag (5 star and Superhost) and qualatative endorsement (reviews).
What do you think?
Kindest regards, Latimer.
