How is a guest with multiple bad reviews allowed to Instant Book

Helen3
Top Contributor
Bristol, United Kingdom

How is a guest with multiple bad reviews allowed to Instant Book

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Two positive reviews and six complaining of poor communication , late check out, dirty bed and  messy kitchen .

 

With these poor reviews how were they able to Instant Book? 

25 Replies 25

@Helen3 

Good question? I don't think Airbnb has ever defined what constitutes a negative review?

 

Maybe because the overall score was above a certain number of stars? (4.2?)

Helen3
Top Contributor
Bristol, United Kingdom

Airbnb have said they consider 4.6 or lower to be a bad rating for hosts so that should apply to guests too @Joan2709 

@Helen3 

Agree...but one never knows with Airbnb 🙄

Marie8425
Top Contributor
Buckeye, AZ

@Helen3 

Don't know but my guess is that it looks at recent reviews.  The recent reviews are 5 stars maybe the bad reviews are considered old?

Helen3
Top Contributor
Bristol, United Kingdom

I think you might be all be  right - the most recent ones are good but there are four bad ones .

 

Reading Airbnb's T&C they have changed their wording around IB and no longer say if you are uncomfortable with the booking you can cancel penalty free . 

it says if you cancel because you are uncomfortable with the guest cancellation fees may apply .

 

bit by bit Airbnb are stripping away any benefit of using the platform for hosts . 

Joelle43
Top Contributor
Cannes, France

Hello @Helen3 

 

Are you hosting this guest at the moment?

 

I would love to know in % terms, how many hosts are still using the IB option compared to those that are with the request to book.  Any idea of how to find this information?

 

A while back, Airbnb removed the 3 strike penalty free option for hosts with IB and noticed on FB groups that many hosts had decided to remove the IB option as a result.

 

So now hosts are expected to allow guests with less than stellar reviews, accept "services" being performed on our premises with absolutely no benefit to us but a definite possibility that we will incur damages and with no leg to stand on.  It's going to be a tough year I fear.

Helen3
Top Contributor
Bristol, United Kingdom

No it was a booking that came in last night . @Joelle43 

 

its my fault I didn't realise Airbnb had changed their conditions for IB so that any guest even those with bad reviews and ratings can book and there is nothing a host can do about it.

 

I've used Instant Book for ten years without any issue but am seriously considering removing it now .

 

sorry which services being performed on our premises are you referring to ? 

Joelle43
Top Contributor
Cannes, France

@Helen3 

 

With the new summer launch that has just come out guests can order the following services to be performed on our premises with no authorisation needed of course from us:

 

  1. Photo shoots
  2. Private chef
  3. Massage 
  4. Training sessions
  5. Make up
  6. Hairdressing
  7. Beauty treatments
  8. Catering
  9. Hand and pedicure treatments

If you want to learn more on how hosts have reacted to these new services that we are automatically opted in by the way, I would suggest making yourself a cup of tea and taking 15 minutes to sit down (you might keel over otherwise😉) and read the following link:

 

https://community.withairbnb.com/t5/Airbnb-updates/Closed-2025-Summer-Release-Q-amp-A-with-Christy-S...

 

Let me know what you think!

 

 

Helen3
Top Contributor
Bristol, United Kingdom

OMG it says you can call customer support to opt out. So will try and report back @Joelle43 

Joelle43
Top Contributor
Cannes, France

@Helen3 

 

I know right?!! Didn't think I'd seen you on this post but you need to read another one if you are going to try and get CS to intervene as they may have no clue what you're talking about:

 

https://community.withairbnb.com/t5/Host-circle/Anyone-Opt-Out-of-the-New-Services-Yet/m-p/2105008#M...

 

Another cup of tea and a sit down in order I'm afraid Helen🤣

Shelley159
Top Contributor
Stellenbosch, South Africa

@Helen3 please check your position in private mode search for a specific date and search criteria, and check it again after opting out. I have a feeling it will be the same, as I doubt search rank will have been updated to include this Services issue. My concern is, if many hosts choose to opt out, it may not be long before those who opt out get pushed down in search results to encourage opting in (as with Instant Book). The guidelines for search results are vague - I think perhaps whether you're opted in can be seen as a measure of Quality or Popularity:

 

Quality. The algorithm assesses many characteristics to evaluate listing and trip quality, including the listing content like photos and videos, ratings and reviews, and listing characteristics. The algorithm also considers customer service and cancellation information and amenities for homes. Higher quality listings with better ratings and reviews tend to rank higher in search.


Popularity. The algorithm evaluates the popularity of a listing using a wide range of information, including how guests engage with the listing. Examples of guest engagement with a listing include how often guests save a listing to their wishlist, how often guests book, and how often guests message the host. More popular listings tend to rank higher in search.

 

In both cases the measures include the stated things, but they are not (or will not necessarily always be) limited to what is stated.

There's also the possibility that it could at some point in the future be made clear (instead of hiding it) that you'll rank lower if you opt out, as is the case with Instant Book.

 

Another possibility is that Guest Favourite (which also has a vague definition) could in future take into account whether you allow Services.

 

The only reason I'm not kicking and screaming, is because I doubt that my guests are likely to book these services.

Helen3
Top Contributor
Bristol, United Kingdom

Does it include homeshare hosts @Shelley159 

Shelley159
Top Contributor
Stellenbosch, South Africa

@Shelley159 @Helen3 @Joelle43 

 

I'm also seeing that you can opt out of everything except prepared meals? Also, @Marie8425 and @Trude0 opted out and Marie said nothing was "added to House Rules" about opting out, and Trude said CS didn't know anything about that. They just got a confirmation msg?

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