What do you think about changing the review process so it's inherently fair?

[Jan653]

I have repeatedly suggested that Airbnb change the paradigm of Host/Guest reviews. Recently, I was encouraged by an Airbnb supervisor to suggest this to the Airbnb community. I seek your constructive feedback.

Here goes...

PREMISE: I believe it's best to have the review process free from bias related to extra service fees/damage/reimbursements.

BACKGROUND: I have hosted since 2014 and own a large, very high-end, Airbnb in a major metropolitan city. It almost goes without saying that guests are not always willing to pay for damage or extra service fees. Over the years I felt compelled to absorb a large sum of extra service charges, repairs, etc. because I wanted to keep my Airbnb Host rating high. I have also, albeit rarely, been asked to reimburse money to guests (e.g., they paid for two dogs and only brought one dog).

FIRST STEP (no change): Host must submit all evidence (photos, estimates of repair, receipts, narrative, etc.) to Airbnb within the review period (14 days) or before their next Guest arrives, whichever comes first.

SUGGESTED CHANGE:  However, the host's submission of evidence is "PRIVATE" until after the Host/Guest's deadline to submit a review (i.e., 14 days). During the review period, only the appointed Airbnb staff and Host can view the evidence.

After Host & Guest have completed the review process (or not) the Host may, if they choose to, continue with the online process of seeking additional money from the former Guest.

Note, affording the Guest equal opportunity to protect their interest by is achieved by ensuring they too may file a "PRIVATE" claim within the above-stated parameters.

IMO, this keeps the review process "clean" and free from bias related to asking for additional money from Guests (or reimbursements from Hosts).

What do you think?

[Joseph614]

I'm a new host and this was a concern of mine as well but no review is going to let guests run over me. Of my seven completed reservations, I've filed 3 claims. 2 of those 3, the guests acknowledged, accepted and paid the claim. The 3rd is pending as it was initiated this past Monday. To date I have all 5* ratings. 

My process is this:

Before, during and after my guests stay I check they are satisfied. Generally, they always say everything is great, no problems. This is done via the Airbnb app, so it's in writing.

My pre-checkout message checks again and reminds guests of their checkout time. After reviews can be made,  I send my post-checkout message, which thanks them for staying and asks them to leave a review. Once the review is done, the gloves are off. If you've trashed my home you have to pay and I don't have to concern myself with revenge reviews. 

I do not file claims or bring up damages at all before they have reviewed me. This has worked for me but I must say I generally have weekend bookings and a few days between guests. This may not work for those with back to back bookings but may help some. Good luck!

[Alon1]

@Joseph614 

It's quite a track record. 7 bookings, 3 claims.

I've had near 400 bookings, 0 claims.

   There's been very little damage, and what's been was politely addressed and covered by Guests without involving Airbnb. Certainly no need for calculated post-review 'gloves off' fisticuffs.

However, I'm a live-in host, so evidently have a more intimate, tactile, and friendly relationship with Guests. 

[Leah193]

Airbnb heavily favors the “guest.” I recently had the worst hosting experience, where my mom and I felt captive in our own home. We had two borderline homeless guests who came for 24 hours (literally had to watch them to make sure they left at checkout time because they wanted to stay longer to finish their piles of laundry), and they broke several house rules. I called Airbnb while they were there; no support. I called them after the guests left; said they were doing an investigation; no follow up by them. I called a third time and was told investigation is completed; they aren’t able to tell me anything more. So the one-night “renters” smoked on premises (against house rules), went into the basement and did laundry without permission and not shared space (against house rules) and had the audacity to be upset at me when their laundry was still wet at checkout time. Then proceeded to try to get me to give them a ride to a bus station. They left a bag of pillows on my front porch. After they left, I did a search and found the woman has a criminal record for drugs and prostitution. Airbnb rep said they do a background check yet wouldn’t say how thorough or how long it goes back. It was a terrible interaction I feel people shouldn’t be dealing with through Airbnb. Doesn’t seem like that’s how this mission/vision started. Because I stood up to these people while they were at my house, I knew the review wouldn’t be great...and mine was the same of them; however, they were able to break house rules as well as lie about my house, which drops my rating below five stars. I know this isn’t the norm, and my rating can go back up with new positive reviews; however, it is concerning to me that Airbnb allows all of this at the expense of the host. It’s making me reconsider hosting; my guidelines, settings and house rules have drastically changed, which is a bummer for those travelers who could benefit from it. 

[Cathie19]

Hi @Jan653 . May I request you take your information and add it to the Airbnb update post on reviews, where it will see a higher profile. 

https://community.withairbnb.com/t5/Airbnb-Updates/Making-reviews-more-fair-for-hosts/ba-p/958608

I agree with your thought process, but would like to see it get a greater viewing from Airbnb, via the link.

🙂

Cathie

[Ben551]

@Jan653  I'd be very interested in whether you think of the suggestions I made on the recent Airbnb post "Making reviews more fair..." etc. 

Here is the link: https://community.withairbnb.com/t5/Airbnb-Updates/Making-reviews-more-fair-for-hosts/bc-p/959758/hi...