Superhost stats on dashboard

[Susan29]

Can someone tell me if their superhost status on the dashboard fluctuates up and down? Mine stays at 80% even after receiving many 5 star reviews in a row which should change the overall percentage out of almost 300 reviews, but will drop a % or 2 after receiving 1 or 2 four star reviews. I was at 80% at the end of this assessment period but have now been told I have only 77% so superhost status has been lost. None of my concerns seem mathematical plausible and of course, AirBnB offers no help/support nor information on how something on their end can be corrected. I talked to a real human being a couple months ago because my dashboard had not been updated for months but problems remain.

[Robin4]

@Susan29    Hi Susan, Being the seasoned hoster that you are you probably know all of this but, the criteria for Superhost status is considerably more stringent than the overall guest review ratings. It takes into account the individual ratings in your dashboard....and over a longer period of time. It might be that guests gave you an overall 5 star but marked you down on, say 'Accuracy' or 'Communication'. The other thing I noticed on your profile, the host cancelled a reservation in December 2015!.....Unless there are really extenuating circumstances which Airbnb are aware of and have approved, that will do it every time.

Sorry that you have lost your badge Susan, it does mean a lot to us hosts.....I have just acheived mine but will certainly loose it next assesment!! Not because I won't be puting the effort in, but I have accepted a long term booking in Feb, March and a bit of April and will not be welcoming enough new faces to keep it! Cheers....Rob

[Susan29]

Thanks for your response.

Soooo, do your Super Host stats fluctuate or just stay the same throughout the assessment period?

Also, how do you explain extenuating circumstances to AirBnB? I have had no messages from them asking why I had to cancel and can't find a place to put in the reason. In this case I had blocked my listing for two weeks for maintenance issues but have found I will need more time. I haven't been asked to explain. Back to my dashboard gripes, my host status just raised a % but I have not received a new review!! Up until I posted my first question I had no idea we are now on 
"levels". Welcome to AirBnB, the nanny state of booking sites.

[Robin4]

@Susan29 Sorry for the delay in responding to you, I don't know why I didn't get a prompt when you answered!!!

In answer to your questions, yes my stats do alter with each guest I host. It keeps track of my performance and....to this point it has all been one way because, although I have been an Airbnb member since Nov 2014 I have only been hosting for the last 7 months and the % ratings are cumulative over a twelve month period.

I don't know, and it may be better to message one of the more experience moderators, Helga, Dave and Deb or Claie, all of whom you will find are regular contributors to this forum, but I would suggest that the reason your % rating has improved (even though no reviews have been involved) is possibly because a poor review has dropped of the system on the other end...being a year old. You do eventually loose  a shocker....but it takes twelve months. You have, after all had in excess of 340 reviews so you have obviously had years of experience!

And finally the level rankings you see under the names of contributors on this forum has nothing directly to do with Airbnb...it purely indicates that that particular person has posts on this Community Forum site.....the more posts that person has had, the high the level number will be.

So Susan, I hope that helps....although the assessment for Superhost come up every three months the percentages that go into those assesments are for a twelve month period.

Susan we are not trying to foster a 'Nanny State' culture, we are all trying to help each other, and at the same time gain a lot of useful information which in turn, will make us better hosts.

Hey you are obviously a great host Susan....some of your reviews are to die for...."It was far better than we expected"...you should be most proud of yourself....Just keep doing what you do and just remember....You are not going to please everyone....but you will please everyone that matters!!.....Cheers....Rob

[Susan29]

WARNING. Rant included.

Thanks for your help, much appreciated. 

Please note that my "nanny state" comment was certainly not directed to any hosts on the forums but to AirBnB's tendency to slap hosts' hands when they receive a less than 5 star review or make a rare cancellation etc. As hosts I think we all know how hard it is to consistently keep our guests happy, it's a pity that AirBnB doesn't seem to understand this and seems to think the ROOM FOR IMPROVEMENT!! type of comment after receiving a 4 star review is in any way helpful.

I find this especially galling because there are errors on their end (cancellations on my reservation list that were never booked in the first place, totals that decrease instead of increasing etc.)  that could be eliminated with a good system of technical assistance (too expensive to hire?) but they would rather flog us off and not address any reported irregularities. 

I'll take your advice and focus on the positives though, it's not worth getting my knickers in a twist 🙂

[Robin4]

@Susan29 Yeah Susan...another possible rant!!!

I know, there is a heap wrong with our perception of Airbnb...and probably a lot of it is justified....But it has grown exponentially, possibly far faster than...I can't think of his name off the top of my head....had envisioned.

I understand that Airbnb will always push harder because they have a high powered sales team on board to make sure that the current growth is at least trebled each year.....

But Susan, I don't give an 'expletive' about that. I am only interested in my part of the 'cabbage patch', and I make my guests experience as spectacular as I possibly can. I am retired, I don't do this for a living, I do it because I love it!! I had one guest ( who I found out) was having a birthday while she was staying with us, so I decked the cottage out in candles....shone a laser light generator with moving pin points of light up into the trees, had a mass of tea candles all over the rear garden and made a birthday cake for her...and Susan, she cried, and said it was the best birthday surprise she had ever had. It doesn't cost a lot to do these things but, as I said in another post...I really, really do want to think my guests are happier when they leave here than when they arrived!!! That is 'Hosting', and that is precisely what we are...a hosting site. I don't give a **bleep** that I am being pushed by Airbnb, I am me! That's why I have complimentary beer and ciders in the fridge, chocolates on the bedside tables, the best fruit I can find in my community, some of the best food you will ever eat ( I am a Chef)......and that's the way it's going to stay! Cheers.....Rob

[Susan29]

Hi Rob,

One more mini-rant.

3X more revenue for AirBnB should translate to not just profit but to additional support for hosts. From hosts that have their homes trashed by guests to moaning about inaccurate stats and rezzie info as I do, all of it should be addressed by competent professionals. My last request for assistance from AirBnB was to a call person in Lithuania who read off what the website states. I was far more knowledgeable about the site than he was and I imagine my complaints will go no further.

We'll head over to your place for our birthdays this year!! Sounds fantastic!

[Robin4]

@Susan29 You will be absolutely super welcome.......Cheers, Rob

....and that wasn't even a mini, rant!

[Frederique31]

Hi Susan,

Since I am going through this myself, I can help explain better from what I was told. Yes, I did get 1 cancelation which drastically made all the difference even though all of my other criterias are in the 80s or 100%.  

The issue is, the data that determines that goes from year to year. So one cancelation will stay on your record for a whole year plus other factors, like communication, feedback from users, etc. So you, like me, can do all the right things and your rating may never move up high enough because it is a 12 month tracking process. 

So all of your guests rating are compounding on top of that one important cancelation. 

Best of luck to you.

F

[Hellen1]

Hi Everyone!

Can anyone please help me make sense of these stats?

On one hand I had 24 out of 30 guests who gave me a 5 star rate (overall experience). That's 80% 5 star.

However, under  Overall Rating it says that only 71% of my trips were 5 star. And my Average Overall Rate is 4.7 and does not meet the 4.8 goal

Am I missing something here?

Thanks!