Superhost and Airbnb Plus: What are your thoughts?

Kay61
Level 2
Singapore

Superhost and Airbnb Plus: What are your thoughts?

Hi everyone!

 

I am an avid Airbnb user (a guest in specific) for a couple of years now, and I am currently a Masters student in the UK. Because Airbnb's growth story and their business model have been quite phenomenal, so I thought I will focus on Airbnb for my dissertation. While most people focus on the consumers’ behaviour or the company itself, I thought I will put attention on you guys, the hosts! So I just thought it will be great to have your input in my research, hope you guys can help!

 

I have not hosted before but I have met many amazing hosts from my past 34 stays with Airbnb since 2013. Lately, I have noticed a surge of the Superhost badge on many host’s profiles while searching for a holiday home. To me, as a guest, I find the badge has lost its true meaning to honour extraordinary hosts (or maybe I am wrong, there might actually be way too many extraordinary hosts out there). With the newly announced Airbnb Plus, I feel it’s just an extra layer of polishing for some outstanding listings to attract even more bookings.

 

So my questions for you guys are these:

 

From your hosting experience, have you encounter any positive or negative impacts from the Superhost and/or Airbnb Plus programme?

 

What are your views on these two programmes?

 

 

16 Replies 16
Sabrina301
Level 4
Montreal, Canada

Hi @Kay61

 I’ve only been a host for 6 months and because of how it worked out with their quarterly review and the amount of guest I hosted almost immediately upon listing my place, I got the Superhost badge twice already. When doing extensive reading on this forum, I have been awed by the extent some host go above and beyond for their guest (truly amazing host with hundreds of review). Do I consider myself on par with these host that have doing it for years? No, not really. I am super friendly, decorated my appartement to reflect my style and sensibilities and dedicate time to my guest in curating specific itineraries for them (I’ve read some host don’t think its part of the job description but I love doing it and really enjoy it when my guest not only enjoy my place but fall in love with my city). I even get disappointed a little when they don’t take me up on my offer for suggestion lol I was offered to host on the Plus program (previously called Select) when it was at its pilot stage in Montreal (not sure what happened there since its implementation in the city as been delayed). 

I personally am excited about the new Plus program and even the Beyond (I will definitely not make the cut for Beyond though). I think it will bring new guest to the platform. 

Not sure if my input is of any value as I have limited experience with the platform but wanted to offer my perspective none the less.

Best,

Sabrina

I agree with Sabrina.

If I was looking for an Airbnb I would only select Superhost as it is a good indication of quality. And it sounds like Plus is the next level up. 

The research shows that Superhosts get higher Occupancy and RevPar, so as a Host Airbnb Plus should give me more quality bookings and allow me to increase ADR.

 

 

Marco65
Level 6
Rome, Italy

I think that Airbnb Plus programme is absolutely useless, we are asked to work twice as long, to maintain extremely high levels but at the same time we are forced to maintain low prices in order to be competitive with the other "standard" tenants.

Rachel0
Level 10
London, United Kingdom

@Kay61 That is going to be an  interesting dissertation!  

My view of the Airbnb Plus project?  Unnecessary and disruptive.  Airbnb have gone way too far away from their initial (and laudable) concept of the sharing community wherein we opened the doors of our homes to others so that we could benefit from finding out about other people from different cultures and earn a bit of money as well.  Airbnb Plus has nothing to do with that, it is just a collection of anodyne, artfully photographed and presented "homes" for the traveller who likes to think of him/herself as elite.  If that is the way that Airbnb want to go, then it should be on a different site and  not linked to this one.

 

 

 

 

 

@Kay61 regarding the Airbnb Plus program:

I think one of the big flaws in the Plus program as it currently exists is the way the Plus listings are presented.

I imagine the concept of a listing page filled with gorgeous photos and no text might have been the central idea of the Plus program, but some excellent listings are poorly served by having all interior photos and no words.

For example: consider a small but comfortable place in one of the exciting, walkable neightborhoods in Manhattan. The inside might look like a closet with a bed, but it is *in frickin' Manhattan*, within walking distance of famous landmarks and superlative neighborhood restaurants.

Guess what? As a Plus listing, all a guest would see is photos of the tiny, tiny space, and no photos or information about the world-class neighborhood just outside the door.

 

Airbnb listings sometimes are more about where they are instead of how they look.

Airbnb listings sometimes are more about things you can't see, or explain in pictures.

 

It would be nice for the Plus program to allow more flexibility in layout and content. Ideally, Plus listings should have the choice to look like a regular listing, but get the promotion a Plus listing gets.

 

Gillian19
Level 10
St Leonards, Australia

@Kay61 Hi Kay, an interesting subject. I think that at the core of this is that there is a difference between types of hosts when it comes to being a SuperHost. I am a remote host. I never meet my guests and I can't do any of the nice touches around providing food and special touches that on site hosts can. Nor can I engage on a personal level. It's much more of a business.

 

The SuperHost symbol has little relevance to people booking a holiday home (although whether it has any relevance at all I'm not sure). I agree with one or two of the philosophies behind being a SuperHost - that being no cancellations and to a lesser degree that the host is responsive, but of the others I think they have little value.

The ratings people leave after their stay on one of my properties are highly subjective. The ratings are also largely based on their expectations, which are often not met as people fail to read the information provided in the listing. Their overall experience is also swayed by the weather, the food at the cafes and restaurants they chose to eat in, and their enjoyment os the activities they chose to participate in. So for me to require such a high percentage of 5*'s for things that are outside of my influence is highly unlikely.

 

I have also noticed that a number of hosts 'play' the system to get a lot of 5* ratings. They have repeat guests who leave multiple reviews - all 5*. Obviously encouraged by the host as no-one would voluntarily leave review after review for the same place.

 

As for Airbnb Plus, I would never try for it. Reading the requirements just makes it all seem to add to the stress of hosting which is already bad enough given the frequency with which Airbnb liek to send emails telling you to improve or else, as if we are in kindergarten. Fortunately I doubt (and hope) it will ever be activated where my holiday properties are located.

Fred13
Level 10
Placencia, Belize

@Kay61 Very interesting endevour. 

   As with anything else, badges of distinction usually are 'watered down' once people learn how to gain  them too easily, or are allowed to. And when that happens then two things follow: because they become to common then they loose all 'value' (i.e. like in some sports where everyone gets a trophy). Secondly, when they become too common, oftentimes a company simply adds a new 'badge' (aka Airbnb Plus program) because they have given up on fixing the problems of the bastarization of first badge. 

   To me, Airbnb made one big mistake with the Superhost program; only ten (10) guests giving 5-stars are required to qualify. Excellent hosting should be exemplified by a host getting great reviews on a consistent level and over time. Had they gone this way, a Superhost would come across as the best odds for a guest to have a great stay and thus have an advantage for hosts with it; and secondly, it would have protected a Superhost from the occational 'lunatic' guest who tries to sabotage a host's 'Superhost' status because their impact would have been practically cancelled out by virtue of being averaged by a larger number of past guests. Airbnb is now going to 4.8 level (vs.4.7) to ~try~ to countervail the Superhost inflation, but yet not changed the minimum (still 10 guests).

   Which brings me to Airbnb Plus..

   This program, could have been made an extension of Superhost, the next level, with even more stringent standards of guest satisfaction, not one to compete with it in parallel, since after all, what is best for Airbnb is ~guest satisfaction~ at any and all economic levels (aka value). This program has some confusing criterias, which are hard to figure, or determined where exactly they came from. It appears to foremost put emphasis on 'style' and 'image' to give an illusion of 'quality', a very shallow idea, that someone at Airbnb thought was most important, rather than from the collective satisfaction of guests, which is what will always serve Airbnb best. 

   

They do 10 initial reviews with one very powerful purpose behind it: to give people exposure to it and to get them to start following the carrot on the stick early in their AirBnB hosting experience. This keeps them more working on their AirBnB listings than on competitor sites, keeps them bending over backwards for guests even when the guests are out of line, keeps them engaged.

Rebecca181
Level 10
Florence, OR

@Kay61 Your dissertation should be very interesting indeed. It is a time of great change for Airbnb. I have heard hosts here express concern about the 'gentrification' of Airbnb (as exemplified by 'Plus' listings - homogenous and bereft of imperfection - or hosts); I have heard hosts here also mention that they see Airbnb as having become guilty of 'feral capitalism'; and then there are hosts like me who wonder if traditional hosts are even valued by Airbnb anymore. You can find my post about that here: https://community.withairbnb.com/t5/Hosting/Are-Traditional-Hosts-Still-Valued-By-Airbnb/m-p/608344#...

 

The fact that Airbnb is heading toward an Initial Public Offering (IPO) is something that you might also consider when contemplating the content and focus of your dissertation. Companies behave in strange ways when moving toward an IPO, because there are investors and 'suits' to please. 

 

Perhaps share your dissertation here when complete? 


Best of luck!

Familio---Ilze0
Level 2
Tokyo, Japan

Interesting topic @Kay61. HOT topic right now. Will be following here as I am developing a course for people to better their offerings. Middle of the night here now - but I will come back here to take part and be helpful to you as much as possible. And to really try and hear what others say and feel frustrated on. 

I see it this way... I think Plus is AirBnB’s solution to the fact, for better or worse, that many AirBnB hosts have multiple listings. Plus is a look at each listing and not at a Host’s entire rating history. The problem with ratings and the Superhost program is that each rating is about not only the host but also the listing itself. The only one that is 100% about the host is Communication. 

 

I also think they are rendering the Superhost program essentially mute because qualifying for a Collection or for Plus will require 4.8. They changed Superhost to 4.8 as well. Soon, Superhost badge will only become an indicator of hosts who either (1) are actually owners who have nothing to do with hosting themselves, or (2) are hosting only one property or mirror image units in the same place that are cleaned by the same cleaners, furnished and outfitted the same, etc. Maybe also (3) people who have been totally taken by AirBnB’s unique way of turning hosts into gambling addicts at casino’s, practically, who just keep rolling the dice excusing unacceptable guest behaviors and kissing arses to try and get or keep the illusive Superhost badge. 

 

Which actually makes it totally useless as a way of telling anything to a traveler at all. I predict they will, at this point, either get rid of it altogether or turn it into just a “perks” program.

I take it back - not even Communication is about the host now that host really means “owner” and communication might just as easily be entirely done by a “cohost” who doesn’t get the reviews anyway.

Airbnb Plus and its advantages are explained very well in this article!!! 

https://chekin.io/blog/airbnb-plus/

I don't agree with tha chekin article. Airbnb Plus is not necessarily superior than Superhost. Airbnb plus and Superhost are two different things. As I understand you can get the plus badge without even being a superhost. The former is validated by Airbnb, and the latter is the result of several good reviews, provided your guests. I'm not sure that being a superhost is actually a pre-requisite to apply for a plus badge.