Superhost Evaluation Timeline - 2019 Q3

Lizzie
Former Community Manager
Former Community Manager
London, United Kingdom

Superhost Evaluation Timeline - 2019 Q3

Hello everyone,

 

As we settle into October, I’m pleased to say we have reached the next Superhost assessment. We will evaluate your past year’s performance up until October 1st to determine your Superhost status, which will appear on your profile for the next 3 months. 

 

How will this work:

 

  • Every hosts’ performance will be reviewed between October 1st - 14th. It can take up to 14 days to account for reviews written towards the end of the month as we calculate Superhost status.

 

  • You will receive an email confirming your new Superhost status between Oct 7th - 14th! (So remember to keep an eye out)

 

  • As a reminder, we calculate Superhost status based on a set of criteria, looking back at your past year of hosting activity. There’s no minimum tenure required for becoming a Superhost. 

 

*Please note, during this time, you may see your dashboard update to the next Superhost 365-day window, which will be assessed in January 2020. If you see this, please don’t worry. Though we track your activity dynamically, we will only be looking at your performance from Oct 1, 2018 through October 1, 2019 for the assessment that’s happening now.

 

A huge thank you for all your hard work throughout the year and let us know if you have any questions.

 

Lizzie


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Thank you for the last 7 years, find out more in my Personal Update.


Looking to contact our Support Team, for details...take a look at the Community Help Guides.

128 Replies 128
Angela1568
Level 1
England, United Kingdom

Thanks for the information. Thought I’d missed Super Host but not sure why. 

Lizzie
Former Community Manager
Former Community Manager
London, United Kingdom

Glad you found it helpful @Angela1568–I find that the month's pass so fast it's easy to lose track of time. 🙂 


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Thank you for the last 7 years, find out more in my Personal Update.


Looking to contact our Support Team, for details...take a look at the Community Help Guides.

Hi Lizzie.

Please explain, how can I lose Super Host status.  I accommodate guests in my own home with a room. Unfortunately this year has not been good to us, due to these unforeseen circumstances  I lost my Super Host Status as advise by Air BNB,  all because I did not meet the required nights hosting during this time?????  I have been hosting for 4 years and have bent over backwards to host for Air BNB and make sure my guests are happy etc.

 

1. On 21st may I fractured a bone in my foot and had surgery and  I had a booking the following week. I phoned Air BNB and informed them that I would have to cancel this booking, I was required to provide proof from my doctor, which I did. I was reassured that I would not lose my Super Host status and I had to blockd out 3 month, I was in plaster for 9 weeks and a further month physiotherapy.

 

2.Then my mother in Law passed away on the 10th August, so had a lot of planning to do etc etc, and family staying, plus arrange a funeral. So again I had to block out 2 weeks.

 

3. I was run down and got the flu bad and was unwell for 2 weeks, so out of courtesy I  again  blocked out 2 weeks, as I did not want to pass on this dreadful  flue onto any potential guests.

 

4. Then on the 13th September my partner injured his hand and had emergency surgery, he was in a cast for 3 weeks,  ongoing specialists appointments and hand therapy,  I had to drive him long distances  to attend these appointments etc.

 

5. Then on the 28th September my Uncle passed away, so again I had to travel to attend funeral etc. and blocked out 1 weeks.

 

However during this time I somehow managed to host 2 long standing bookings , one for 4 nights and the other 3 nights,  with  help from a family member who came and stayed.

 

Today I received an email informing me that I had lost my Super Host status because I didn't meet the required numbers of nights stay during that period.

I am angry, I phoned the call centre and spoke to an Air BNB customer service person and and tried to explain the reasons why I had to block out dates etc, this was just fruitless,stressful and asked to speak to his superior, again this was to no avail and  fell on deaf ears, all they could say was" Sorry to hear this" over and over again. I tried to explain that circumstances arise in peoples lives that prevent you from hosting . I don't have a free standing unit etc that's manged where guests can come and go without my presents. I have a room in my home for guests to use and this requires your attention and presents. So how on earth are you suppose to host when health does not allow, and the unfortunate circumstances of dealing with 2 deaths in our family also. Sometimes you have no alternative but to  block out dates. You do not get any thanks from Air BNB, only  reprimanded.

 

What does Air BNB have to say about this Lizzie

 

Being a super host is not easy, I too lost my precious super host because of the number of bookings in the quarter. It saddens me to no end to have to jump through so many hoops to keep up the 5 star rating which I have and then to not have the bookings ( some due to personal reasons because the property I leave is my home and I leave the property) I called Airbnb 3 times and the only perimeter I missing is the number of bookings in the quarter....NOW, what does this mean? I have 5 stars everywhere but not the bookings that you need to get the super host status back? It’s very sad as I have worked so hard to keep this status in check throughout 4 years, any of you super hosts know it ain’t eaaasaasyyyy because all you need is one ding ding review to bring it down.  I feel there should be some alterations for some of the hosts in order to keep the status.  My status will not be super host this year for the first time because of the booking requirements. I just feel that we do so much as hosts but get not much in return. Sad is how I feel after so many years being with Airbnb. 

It's sad when you post a question to Lizzie on this platform and she does not reply. See my post above re lost super host status.

Are you out there Lizzie, would you please give me the courtesy of a reply from you. 

Or are you just fictitious with a name and photo? 

 

 

 

 

@Cathryn24  When you are responding to specific poster, or want to get a response from the moderators, you need to use the tagging function. Hit the @ symbol, then a list of names will come up, and if the name you want isn't in those first five, start typing the name in, then another box will come up that you can scroll down to pick the right poster. Just hit the @, type in Lizzie, and in the box you'll see her name and profile photo, then click on that.

Do you really think she reads through hundreds of posts here daily looking for her name buried in one of them? The only way another poster knows you are addressing them is to tag them, then they get a notification.

But Cathryn, I really don't see what you expect Lizzie to do foor you- I understand that you've had  number of difficult things happen in your life in a very brief span of time- that's really rough. But there is a specific set of criteria required for Superhost and you didn't meet one of them. Lizzie can't do anything about that. Tons of hosts who have held Superhost status for years have lost it, regained it, lost it again. It's not that big a deal. Just carry on hosting as you always do, enjoying your guests, and try to relax about it.

Hi Sarah,

thanks for your input. However when you say hit the @ button, please explain. I  understood that you just reply to a Thread.

 

@Cathryn24  You first hit the reply button, yes. But that doesn't alert another poster that you have answered them or asked them a question- they only get a notification if you specifically tag them. 

So to tag you here, after I hit Reply, and the reply box came up, I then typed the @ symbol, and when your name appeared in the pop-up box under that, I clicked on your name.

@Sarah977  Thank you Sarah very helpful. Hopefully I have responded correctly.

Regards

Cathryn

@Cathryn24  Very good! It's not as complicated as it might seem. I'm a low-tech gal myself. I was quite proud of myself when another poster advised me how to do that when I first joined the forum and I actually managed to do it 🙂

@Sarah977  thanks for the praise. Now I'll be really charging ahead.

@Cathryn24 You didn't tag her in your post, so she may not have seen it! 

Lizzie
Former Community Manager
Former Community Manager
London, United Kingdom

Hello @Cathryn24,

 

I am so sorry for my delayed response, I was away from the Community Center when you messaged me and I'm only seeing your message now. 

 

It sounds like a heck of a hard year for you, and to keep hosting during everything that has been going on is simply amazing–thank you for all the extra effort you have put in. 

 

I know this doesn't change the fact that you lost your Superhost status due to unexpected and difficult things happening.  I'm afraid I am unable amend the requirements needed to achieve the Superhost badge. 

 

As you can imagine the evaluation process is carried out across a large number of hosts, all around the world, so it is difficult to take into individual circumstances into this. I know it must be really upsetting and I wish I could help more. Having said this, the Superhost Team are constantly listening to the feedback of hosts on the future developments of the program and I will be feeding your experience here back to the team. 

 

If you have any suggestions of how the Superhost Program could be improved in cases like yours above, please do let me know.

 

I am sorry again for not replying sooner and I do wish the end of the year gets better for you and there are many happier times ahead (I'm sure you won't be without your Superhost badge for long).

 

Thank you,

Lizzie


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Thank you for the last 7 years, find out more in my Personal Update.


Looking to contact our Support Team, for details...take a look at the Community Help Guides.

@Lizzie @Sarah977 @Lucy98 

Hi Lizzie and All Air BNB Hosts

 

I was advised by Air BNB Customer Service Team, that I must phone them up, and advise them each time I have an issue in my life when I cannot host for some days etc, and the reasons why I have to block out dates on my calendar. And  I must be able to verify/prove my case/issue with a medical certificate etc. and this will protect my Super Host Status?

 

So let me get this straight. I have to phone up Air BNB each time:-

When I have family coming to stay? ( you cannot deny family visits)

When I have an emergency in my life? (last thing on your mind to do)?

When I go away on a holiday, and at the same time I am using Air BNB for my accommodation.?

When I'm sick?

When I have to go to hospital etc etc?

 

Well,  I feel the last thing on your mind would be  phoning up Air BNB when your are dealing with an emergency or a death in the family, or a medical emergency.

 

Lizzie you ask, If I  have any suggestions of how the Superhost Program could be improved in cases like yours above, please do let me know.

Lizzie, read the many complaints listed on this community board, you shouldn't have to ask. A bit of fairness for host who put in the time and energy to host and make sure guests are happy. Guest's have it all, while host's feel devalued.

 

Lizzie you say;_ As you can imagine the evaluation process is carried out across a large number of hosts, all around the world, so it is difficult to take into individual circumstances into this. I know it must be really upsetting and I wish I could help more. Having said this, the Superhost Team are constantly listening to the feedback of hosts on the future developments of the program and I will be feeding your experience here back to the team.

Lizzie, I personally feel that the Super Host Team are not listening to feedback at all, and are not willing to relax the rules for more fairness, for all the hard work us host put into hosting.

Don't forget we are the back bone of your business, and only for us dedicated host's you wouldn't have such a business.

 

Lizzie you say:- I know this doesn't change the fact that you lost your Superhost status due to unexpected and difficult things happening. I'm afraid I am unable amend the requirements needed to achieve the Super host badge. 

Lizzie, do you really understand,  I feel your reply is only a band aide solution to my situation.

 

I feel very strongly that the Super Host programme  should be scrapped, It's not easy to achieve, but easily taken away. I also feel it boarders along the lines of discrimination.