Superhost status

[Paul875]

Anyone out there receive a message saying that super host status is in jeopardy due to data from the last year?

You know - that last year in which Covid pretty much shut down travel; lowering the number of stays and those stays that did occur were of much longer duration  (see @Chesky 's many letters / press releases)???

It is a bit hypocritical that Airbnb announced that 2020 / 2021 were  years that were difficult and required flexibility on everyone's part but then uses the same data from that "difficult" period  to calculate the "regular" superhost ratings going forward.

In chats with support staff they say that the metric that is impacting our super host status is still calculated the same way as always - 1% cancellation hurdle is on a booking basis and has nothing to do with the number of days of bookings cancelled vs the number of days of overall bookings.  It should be added that most hotel metrics are based on a day denomination basis. So in our case a single cancellation of a last minute insta booking at the height of Covid should be denominated by a booking number that is down 40%... Not really fair or reasonable.

I know enough about about programming to know that a change to the metric is a pretty simple SQL edit and propagation.

So support simply telling me the system is automated and cannot be changed is laughable.

Any takers on this?

[Kathleen657]

Hi Lorna,

I've been corresponding with a rep who is completely inflexible. My superhost status was taken away due to a misunderstanding using Instant book. The complete year was not displayed which caused me to believe the booking was for the same date (instead it was for the following year) Regardless of how many times I've explained it, I'm faced with a brick wall.

I think you lucked out and found a rep who can understand logic and reason.

[Paul875]

Hi Lorna,

Agree that Airbnb has fallen down in its support of Superhosts specifically and hosts generally.

Extending the "grace period" is a solution; all be it a band aid solution. A proper Covid response requires a surgery.  

Airbnb is becoming the "Motel 6" of online platforms. I am seeing a race to the bottom in terms of service and guests' expectation....  as more and more people come into the network of users (primarily guest)  it is less and less a home sharing service and more and more like a hoteling app. 

May as well offer properties up on Booking or Hotels or VRBO b/c management seems to view the service as a commodity. Sad.... 

[Fiona243]

I lost Superhost because I declined a guest that I felt uncomfortable with due to surge in Covid. No allowances seem to have been made for the circumstances surrounding the cancellation.

[Sandra957]

I have just lost my Superhost status  at the end of March 22, due to so called cancellations. 
I might add I have not cancelled anyone only refused the guests requests to book when although my page states no pets or children and they tell me they have one or the other and can they stay  I politely decline  them. The accommodation not suitable for either.

so when I now look at the stats my “cancellations” have gone from 1.6% at the end of March to now in April 2.1% …..how can this be ?

Confused and annoyed to say the least !!! 

[Kathleen657]

Yes, I've also lost my superhost status.

I'm approaching my 100th booking and have consistently maintained a 4.98 rating. I work hard to provide a memorable experience for my guests. From the reviews they leave, I know they are very satisfied.

Last year I was in the middle of booking a guest, when I received a message saying a different guest had been booked using Instant book. I use the Air bnb app on my phone and the message did not display the entire date. I naturally assumed it was for the same year. I called Air bnb and they explained it was a glitch with their system. I cancelled the booking made by instant book. It was my first experience using this service.

I messaged the guest and discovered she was trying to book for the following year! When I learned that, I immediately accepted her booking.

Because of this one misunderstanding based on the information I was given by the Air bnb app, I've lost my superhost status.

Air bnb says they value host's hard work and dedication, but is this how a company shows gratitude? 

How does penalizing a highly successful host benefit their company? Especially when the issue was caused by their own software? 

I've explained repeatedly to the rep and it's futile. They are inflexible and unable to go outside their script.

I'm extremey dissatisfied by this.

Air bnb makes a lot of money from these bookings. In my opinion, they do nothing for hosts, other than provide empty words of appreciation, unsupported  by their actions.

They've become such a big company that they literally don't care if a host is unhappy. 

You'd think they'd welcome feedback concerning glitches in their software and want to make improvements. Instead I'm faced with a brick wall. 

If they provided an opportunity for hosts to rate them, maybe they'd care a little more.

I welcome the day they get some serious competition.