I just saw this on a FB hosting group and was shocked at how tedious this process has gotten for guests. I have several comments and questions.
1. Is this standard for ALL guests of ALL properties, or is this just aimed at select guests of select listings in order to verify the listing amenities, etc? This is literally 10 pages of questions (on mobile at least). 10 pages!
2. If this is standard practice now, well, wow. Does ABB expect guests to go through this whole thing every stay? ABB is pushing owners to get reviews get reviews get reviews....and then makes the get review process this cumbersome? I wouldn't be surprised if guests stop leaving reviews.
3. The entire "compares to your expectations" part seems like it will actually make the rating system WORSE than it was before. Guests already had trouble with ABB's interpretation of what 5 stars meant. We had owners pushing for 5* because ABB treated 4* like a bad rating. Now this new system looks even MORE geared to getting low ratings. Imagine you have a listing that just looks stunning....all the amenities in the world....picture perfect. The guest stays there with HIGH expectations and the owner delivers. "About the same as expected". That looks like a 3* rating equivalent. Even "better than expected" would only get this incredible listing a 4* equivalent rating.
----------- I think AirBnB just made their rating system WORSE!
@Timothy, yes this seems very tedious and I would expect it will result in lower completion rates of reviews. And, most likely AirBnb is still not explaining to guests that anything below a 5 is 'bad'. More headaches!
I couldn’t agree more. I had a guest check out, I got five stars and a note saying “kitchen cleanliness and hair in bathroom” and he rebooked for this coming weekend again. Now I am on egg shells since it appears I need to be on the lookout for the hair he finds and the crumb he finds . Seriously . Whatever. I don’t care. This is dysfunctional and boarderline abusive to do this to us hosts who earn them money for maintenance of a worldwide platform. Seriously. Not impressed. I am gonna migrate a few listings over to a different platform.
This is just one of many things that have me getting off of this platform. I’m not sure if Airbnb has noticed, but there are quite a lot of booking sites online. They have too many hosts is the actual problem at the moment and the reason for all of this. What they didn’t think through very well was the fact that the bad hosts have a way of becoming bad on their own and what is going to happen is they are going to lose the good hosts and Airbnb will tank soon!
That is RIDICULOUS
And, yeah, if I've adequately explained exactly what the guest is getting thru a good listing and then they get exactly what they expected, somehow that is bad?!?
Apparently we aren't Thoughtful if there aren't flowers out?!?
Where even is our Overall Star rating in that whole thing?
Blech!! So glad that 80% of my reservations come from other platforms bc this does not bode well for anyone
This is so true! For those who have a great listing page with beautiful pictures and gleaming words how is being "about the same as I expected" a bad thing?
@Timothy @Kelly I've posted this info starting weeks ago. Maybe now everyone can see what I've been talking about since Timothy posted the screen shots. The "Describe your trip" is what translates into the Overall star rating for hosts. Guests no longer choose a star rating for Overall. So if we met their expectations, that's a 3*!!!!
It's unbelievably outrageous, and we are now going to have to really urge guests to leave a review if we even want to manage those 50% guests reviews Airbnb wants us to uphold, because how many guests are going to want to spend 10 minutes filling out all these pages of BS?
And make sure to tell your guests that if they say you met their expectations, you'll probably get delisted.
[Tag updated :)]
This is so enlightening! I didn't know about the updated review process. The review I see as a host hasn't changed. I was confused and concerned when my last guests rated me 5 stars on all the subcategories, no negative feedback in the the written portion, and I still was left with 4 overall.
The new platform encourages nit-picking, and the invention of problems where there aren't any. I think it's very unfair.
What other platforms do you use? I had a very difficult guest who was more than rude and condisending. I thought about asking him to leave and refund his 4 night stay to get rid of him but I know he is going to leave a horrid review and I have no way of letting other hosts know to avoid him - first time it ever happened. There should be a blacklist for other hosts to know what they are getting into - so I am looking for different platforms that someone has experince with.... thanks, Karla
LOL, I buy fresh orchid plants and my guests think they're plastic. I don't think anyone has ever mentioned flowers in reviews, nor the half pound of gourmet, locally roasted coffee that greets each guest. I feel like saving the $30 spent on these for each new guest....luckily the orchids last through 2 bookings.
@Donna haha. One guest asked me if I painted all the red seeds on my Manila palm. Like 100's of them.
No guest has ever mentioned in a review the fresh flowers I leave in their room, but several have told me how lovely and what a nice touch they were. Even if guests don't mention the little touches specifically in their reviews, I think it gives an overall impression that we cared.
I have to agree with you; they take notice of the small things, and we do care. One guest came to our foggy city without a coat, so I loaned her one. I'm hoping she will not mention that or expectations could be created.
What other platforms? Im getting annoyed with ABB - always pushing us to lower our rates to “neighbourhood average”, give discounts etc. And now i see their fee to guests tops out at 20%. That is highway robbery. I remember when it was 12% max. Give me names of other platforms.
There is an existing thread about how many fewer reviews some of us are receiving since AirBNB has rolled out "The Review Inquisition." The search function is so broken that I have been unable to find it for you. Maybe someone else has better search-fu today.