Airbnb Doesn’t Value Its Hosts – Why Even Try for 5 Stars?

[Jd69]

Just got my first-ever 4-star review, and it’s frustrating beyond belief. I put everything into creating a five-star experience—champagne, snacks, spotless space, flexible check-in, and proactive communication. Yet, one inexperienced guest with only two reviews in seven years books without reading the listing, admits the photos are accurate, ignores my check-in message, and still docks a star because the space is “too small” (despite accurate photos) and because she “preferred a coffee maker” over the Nespresso machine clearly listed and provided (which, by the way, makes full cups of coffee).

Airbnb claims to support hosts, but when it comes to protecting us from unfair reviews, there’s little accountability. Why should one unreasonable guest be able to ruin a 20-guest 5-star streak? Their review system is deeply flawed—one bad rating can tank a host’s standing, no matter how hard they work or how good their product is. It’s incredibly discouraging to go above and beyond, only to have Airbnb let one guest’s oversight and lack of communication impact my reputation. It makes me wonder—does Airbnb actually value its hosts? Anyone else dealt with this? Has Airbnb ever actually removed an unfair review in your experience?

Should I just give up? This takes all the fun out of providing a positive experience for people.

[Guido467]

I am not a host, but I have used Airbnb a few times. Now, I am being texed by the host, who is upset that I gave him 'only' 4 stars instead of 5. He's really upset about it because it lowers his rating, etc.

Reading the comments here, I can see why the rating is flawed if hosts need a five-star rating every time to be visible.  If you have a 1-5 rating I think that 4 is pretty good.  As someone who looks for places to stay I would be happy to choose somewhere which is constantly on the 4 side.  When you click on the stars and you select 4 it still says 'very good' and five is 'exeptional' I really never being anywhere that deserves that really, but I was very happy with all the Airbnb I have been.  There were always little problems.  No toaster, not enough toilet paper.  But really minor issues that didn't really affect my enjoyment - but -this means it cannot get an exceptional rating.  And yes I am one of those who writes sometimes glowing reviews and gives 4 stars.  

Of course I could write privately to the host and give the 5 stars anyway.  But then what's the point of rating if it doesn't reflect the experience.  

[Joan2709]

@Guido467 

You pointed out the real flaw...

Airbnb tells guests that 4-stars is "very good", but tells hosts that 4 stars is "bad".  They should change the description of the star values. 

4 is Ok

5 is Very Good

Let Guests comment in the text of the review if they feel the property is exceptional.

[Zon0]

The point is that Airbnb have spent no time educating the guest of the impact of their specific review system. We host understand because we see it. Guest do not. When you stay at an Airbnb the question you need to ask yourself is - was your place clean, did you check in ok. Was the host nice where you aver charged and is the listing description accurate. If that is all then it's a 5 star stay. To give 5 stars for all of that then leave a 4 star overall means you're out of touch with humanity and you should go back to hotels.  The review system you are accustomed to is the hotel style system we all grew up. Airbnb never made it clear how their system works to guest.

Remember. Its normal people hosting you are affecting. Not billion Doller corporation like Airbnb.  

[Anika191]

@Guido467 

It's 5 or die in Airbnb-land

[Thembelihle1]

I completely understand your frustration, @Jd69 . Airbnb's bias towards guests can be devastating for hosts. Despite excellent reviews, one bad review can not only affect your ranking but, lead to severe penalties.

From my recent experience, Airbnb's priorities have shifted, focusing on brand growth( because they've reached the heights they wanted to reach all this time) .. over host/partner relationships.

Their system now heavily penalizes low ratings, often without nuance. I recently had three Superhost ... 5-star listings flagged in four months, with one just deleted due to a guest's 4-star overall review and 1-star rating for check-in(issues with a smart lock). Despite sending clear instructions and guiding the guest on how to operate the smartlock, Airbnb issued a deletion warning and ultimately removed the listing without thorough investigation on the explanation & proof we provided to show that it wasn't our fault that the guest was challenged by technology.

Their AI-driven decisions lack nuance, disregarding special cases and context. It's clear that hosts are at the mercy of Airbnb's system, with little room for appeal.
I see other responses here telling you to adapt or study guest vetting, etc.(which I doubt you need, based on your Superhost badge), but it's hard to brush off the feeling of being unfairly penalized.

Airbnb's approach can be trigger-happy and unsympathetic. Their priorities have shifted. They're no longer invested in supporting hosts or communities.
Whether to continue hosting or explore alternatives is a personal decision. If you choose to stay, be prepared for Airbnb's significant power over your listings and don't expect much sympathy.
Keep doing what you do best, but be aware of the risks.

[Priya355]

Agrred , I’m a new host and was surprised how much overall ratings impact the listing. We worked hard to prepare the home and even added welcome gifts, wine, and snacks. Guests gave 5 stars in every category but selected 4 stars overall — one even said it was by mistake and apologized. Sadly, it dropped my rating from 5 to 4.7, and there's nothing I can do now. It's discouraging after so much effort.

[Zon0]

Just has the same thing happen. Been a Super host for 9 years straight 5000 bookings 4.94 rating. Airbnb suspend my account because we had an extenuating circumstance verified by Airbnb and canceled by Airbnb. Airbnb allowed the guest who never check in to leave a 1-star review for all categories best part is the guest thanked me for my communication in here review and explained her displeasure was because her booking was canceled. I have also had 2 other warning generated by the system in the last two months that customer service agent stated did nothing wrong. all 3 waring suspend my account. Next time you have an issue like the one you're having ask Airbnb what you did wrong and what action can you take to prevent such thing from happening They are obligated to explain this to you. When Airbnb are wrong, they just go quite and close the case. 

Try this. When you speak to CS in the future. Ask them to put in writing what they say to you on the phone. They can't do it. I speak to hundreds of cs agents. They are allowed to mislead guest and hosts verbally.  When Airbnb make a mistake the call takers are trained to call you apologies but remember he or she is not apologising on Airbnb behalf. Try ask them some serious question and ask them to put in in writing What you get will not cover the conversation you had.  We are now set up to fail.

[Juan5729]

I agree. Airbnb is ridiculously unfair to their hosts. Been a host for a little over a year now, and had my first 3 star review. It was wildly untrue and about the listing itself. I realized that Airbnb doesn’t have the ability to cover every different kind of home - so I took it upon myself to put every detail in the description itself. So that guests knew EXACTLY what they would be walking into. The guest still wrote an untrue review and clearly was because they didn’t read the listing all the way and decided to be spiteful on my status. I contacted Airbnb and they had me submit a review removal request - only to be denied immediately. They cater to their guests and will throw their hosts under the bus, because they know that we live off those reviews and won’t use common sense to gauge the viability of the remarks made by the guest. It was blatantly a lie and Airbnb didn’t care. 

[Samira193]

Totally agree with you. We also experienced that  air bnb assessment is highly tilted towards guests interest. Their newly setup department that handles issues between hosts and guests are not well trained or ill equipped to understand full picture and help host. We contacted them on two different occasions on two different airbnbs and were surprised by lack of understanding and empathy. I am sure hosts would start leaving airbnb soon.