Superhost Evaluation Timeline - 2019 Q4

Lizzie
Former Community Manager
Former Community Manager
London, United Kingdom

Superhost Evaluation Timeline - 2019 Q4

Superhost 1.pngHello everyone,

 

Happy New Year to you all. 

 

As we enter into a new year of hosting, I’m pleased to say we have also reached the next Superhost assessment. We will evaluate your past year’s performance up until January 1st 2020 to determine your Superhost status, which will appear on your profile for the next 3 months. 

 

To recap, how will this work:

 

  • Every hosts’ performance will be reviewed between January 1st - 14th, 2020. 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 January 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 April 2020. If you see this, please don’t worry. Though we track your activity dynamically, we will only be looking at your performance from January 1, 2019 through January 1, 2020 for the assessment that’s happening now.

 

A huge thank you for all your hard work throughout the year, we wish you a great year of hosting and do 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.

92 Replies 92
Sarah977
Level 10
Sayulita, Mexico

@Wendy684 @Susan151  To be fair, Wendy is actually correct- it does say that it is assessed on the date of the review, not the check-out. But that, in fact, is not how they assess it, so there is a discrepancy there.

From the Help pages on attaining Superhost:

"Maintained a 4.8 overall rating (this rating looks at the past 365 days of reviews, based on the date the guest left a review, not the date the guest checked out)"

@Sarah977 why is it you think it is not assessed the way Airbnb says it is assessed in their own help section? any such discrepancy would be grounds for a complaint (for all the good that would do) as they need to stick to their own rules. but I am wondering what you base this on.

 

@Lizzie do you ever respond? or just like starting conversation threads then disappear into the mist never to be seen or heard from again. that's really unhelpful 

@Wendy684  It's not a matter of what I think, it's that I've been hosting for 3 years and the information on this forum, and the reality, has always been that it is assessed based on the check-out date and that's why it takes 14 days for the assessment to be concluded. I had never read that part of the superhost info on the Help pages which contradicts the way they actually assess, so you've brought up a very interesting point and one it seems you have strong grounds to challenge them on.

@Sarah977 thank you for answering my question at least. I think.

 

 

@Wendy684  Since that Help entry does say the exact opposite of what they actually do, you could certainly challenge them on it. I'd be interested to know what their response is.  Of course, it's often just an exercise in frustration and futility to deal with CS, so whether it's worth the time and aggravation is your call.

@Sarah977 @Wendy684 

There are many discrepancies between the information in the Help Centre, the Terms of Service and the reality of how Airbnb actually operates. Always has been. When they're pulled up on it, the response is usually along the lines of, "Oh, we must have forgotten to update X, Y or Z.." Farcical. 

@Susan17  Yes, that's why I suggested it would likely be a futile waste of time.

@Sarah977 

It probably would be a futile exercise (and usually is!), but always worth a shot anyway..  🙂

@Susan17  I do think it's important to call them out and challenge them when their written policies and rhetoric are in direct opposition to what they actually do, if for no other reason than to let them know that hosts are paying attention and don't appreciate hypocrisy and them not abiding by their own policies.

But if a host allows that interaction to stress them out, then it's not worth it, IMO. 

@Sarah977 @Susan17 maybe you are both right about what they do I don't know. Just saying that is what they do certainly doesn't mean much to me.. That's why I mentioned the written guides. I guess I'll soon find out. That is also why air bnb need to follow its own written policies.

 

But I get the very distinct impression they don't. Their support staff are incompetent and their guides are probably completely inaccurate too so I will no doubt lose my Super host status but honestly air bnb and it's idiocy isn't worth getting stressed about.

All best

@Sarah977 

It absolutely is important to call them out - on all  their dodgy practices - but unfortunately, phoning CX doesn't really achieve that goal, as the poor reps, as we know, are kept in the dark every bit as much as we are. I still always call them when I spot discrepancies though, as well as emailing the heads of the relevant departments. I rarely get a satisfactory or even a logical answer, but I do document their responses every time, just so I have them on file, for future reference. 

 

But I do agree that it probably wouldn't be worth it, if it's going to stress a host out even more (which is quite likely, given the quality of most interactions with customer support!). 

Alon1
Level 10
London, United Kingdom

@Wendy684 

 

re. Lizzie.

 

I could be mistaken, by I think Admin work more or less regular office hours, Monday - Friday.

In that case, you may have to wait till Monday morning UK time, your night time. 

 

 

 

@Alon1 thanks though I asked because she has not responded once to a single comment anyone has posted since she she first posted the thread on Thursday. 

@Wendy684 Lizzie does usually respond when she is tagged in, although it may take her a few days. But to be fair, her job description is moderator, not poster, so what she mainly does is alert us to new updates, make sure no one is launching personal attacks, remove spam posts, and generally keep the forums working properly as far as tech glitches and making it easier to use.

@Wendy684 

 

Lizzie doesn't work for Airbnb, but for Standing on Giants, an outsourced London firm that specialises in running and managing the forums of "brand-owned communities".

 

As such, the mods only have the remit to relay messages/host grievances to Airbnb, and come back here with the company's response, if/when they ever receive one. Occasionally, they do manage to get a  timely and helpful response/solution from "the team", but more often than not, either no response is forthcoming, or it can take weeks to hear back, even when hosts are clamouring for answers on serious and highly contentious issues. That, of course, is down to Airbnb's failings, and no fault whatsoever on the part of the mods.