Questions about the benefits of being a Superhost. Are there any?

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Huma0
Level 10
London, United Kingdom

Questions about the benefits of being a Superhost. Are there any?

So, I just got the magic little message... Superhost status achieved this quarter. Yay!

 

BUT, what are the benefits really? Here are some of the ones displayed if you click on the link to 'Superhost rewards':

Screenshot 2022-10-04 at 02.10.49.pngScreenshot 2022-10-04 at 02.16.48.png

 

I would like to get some other hosts' opinions on this. 

 

1. Promoted to guests. You'll be featured to guests in promotional emails. Mmm, okay. Is this new? Maybe I have opted out of this in my settings, but I don't remember ever receiving any such emails as a guest. Has anyone else?

 

2. Easy to find in search. For some reason, a lot of hosts think that being a Superhost pushes them up the search results, but does it? Pay attention to the wording here. It says that guests can filter their results for Superhosts. That is true, but how many guests actually do this? The filter is fairly hidden. Someone would really have to be looking for it. It does NOT say that Superhosts get any kind of priority in search results.

 

3. Priority Support. Note that the wording is vague here too. What does this mean? I've read so may posts recently from new/newish hosts who think they get through to some kind of dedicated, super-duper specialist CS team because they are a Superhost, but where does it say that? From what I understand (and from my experience over several years), all this means is that you get put through to 'the first available operator', so maybe your hold time is less, plus there's a little recorded message at the beginning saying something like "welcome Superhost!" to reassure you that you are getting special treatment.

 

However, I've seen no evidence whatsoever that Superhosts get any kind of dedicated CS team or support. We speak to the same reps as everyone else. I lost my Superhost status for a quarter and, believe me, the assistance I got was no better or worse, I simply didn't get all the platitudes of "Thank you for being such an amazing Superhost. We really appreciate what you do for your guests... but we still aren't going to answer your question or actually try to help you."

 

I don't mean to be a party pooper, and I am happy to have my Superhost status back (for now at least) but, having lost it for a quarter, I honestly cannot see what benefits I was getting from it other than a $100 Airbnb voucher once a year. I mean it's nice to have a discounted trip, but $100 a year in Airbnb credit is not that much of an incentive.

1 Best Answer
Denice0
Level 10
Placitas, NM

Yes, there are benefits to being a Superhost.  When I travel I filter by Superhost.  I want the assurances of a highly rated host with many reviews.  In the past I've used Airbnb's for events / fests.  I can't take the risk of a host cancelling the week before the event.  There would be no available lodging last minute, and Air cover would not help.  Lately, I've seen more posts than usual by guests, complaining of host cancelations or check-in issues.  It's a starting point for finding the right lodging, and if I'm not comfortable with the host I then search for a hotel.

 

I think there is value in the badge, and I appreciate the coupon.  I do not think my listings get increased visibility; though I can't understand why Airbnb does not promote their best most reliable hosts.  Perhaps this will change if criticism of the site continues from unhappy guests.  I no longer believe I'm getting better CS support, as I did in the past.

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20 Replies 20
Pat271
Level 10
Greenville, SC

I agree with you that a Superhost isn’t suddenly thrust into maximum exposure or royalty treatment. I did talk to someone who used to work at Airbnb who said that superhosts were indeed transferred to the more seasoned CS agents. I don’t know if that’s still true. CS has become such a quagmire that I question the effectiveness of any of the agents, seasoned or not.

 

I did use my $100 voucher this year, so I suppose I feel grateful for that.😏

Huma0
Level 10
London, United Kingdom

@Pat271 

 

That's interesting. I really don't know if it's still the case. From what I understood from what I read when I first became a Superhost, you are just put through to someone faster. Prior to that, I usually got through to the team in Ireland, who were brilliant and clearly well trained/versed in policy. Once I became a Superhost, I got through to people all over the world, but very rarely Ireland, and my experiences with CS started to become a bit hit and miss, to the extent that I would try to call during office hours here in the hope of getting through to Ireland again. So, I actually felt that I got better support BEFORE I got the badge.

 

Of course, CS has gone seriously downhill since the pandemic started and so many people were laid off. I think it's just the luck of the draw if you get a competent agent or not and, in my experience, being a Superhost doesn't really make a difference. You still get some great reps and some clueless ones. 

 

I have used the $100 dollar voucher a few times though, which has been nice. I'm just not sure I've experienced any other benefits. 

@Huma0 Remember the post about the way CS is structured now in most large companies? The agents are far, far removed from any expertise they can access that is more in-depth than what you and I can find online. So you’re right - it’s hit or miss (mostly miss) whether they will be able to help the hosts that have already poured through existing online documentation.

 

This is the case with just about all large companies now, and they all feel compelled to adapt the same model, in order to compete with each other on cost. As a result, the consumer ends up getting the short end of the stick.

 

When I get a competent, knowledgeable, tenacious CS agent when calling *any* large company, it honestly brings tears of joy, relief and gratitude.

Huma0
Level 10
London, United Kingdom


@Pat271 wrote:

 

 

When I get a competent, CS agent when calling *any* large company, it honestly brings tears of joy, relief and gratitude.


@Pat271 

 

Yes, I feel this too! I had some really great CS interactions recently (with my Internet provider, and also with a food delivery service), and by great, I mean I got through fast, the person understood what I was saying and the issue was resolved quickly. One would think that those things should be a given, but these days I feel like they are a miracle!

Fred13
Level 10
Placencia, Belize

@Huma0Lately I have had occasion to contact Airbnb, never have had to the last 6 years (except once 3 years ago), and was impressed how smoothly and quickly it was. Maybe Superhost status helped, but just not absolutely sure.

 

@Pat271Staying in an Airbnb next week in Paris for 4 days, and didn't even cross my mind to actually use that voucher, totally forgot. So it does work, cool.

@Fred13 Yes, the vouchers work. You may be able to get your voucher applied to your upcoming trip if you call them. 

Huma0
Level 10
London, United Kingdom

@Fred13 

 

I've lost track of the times I've contacted Airbnb. I'm always doing it and they probably hate me!

 

My experience has been that, if it's a simple issue, e.g. getting a penalty free cancellation for, let's say, a third party booking, or really any cancellation where it's the guest's fault, but you're willing to refund them, then it's smooth sailing. However, if it's anything more complicated, it can be a nightmare. I haven't noticed that being a Superhost or not makes any difference to that. What I have noticed is that when I started hosting a few years ago, my experiences with CS were overwhelmingly positive. Now, I always brace myself for a painful experience.

 

Yes, the vouchers do work (normally). You just have to remember to use them in time as they are only valid for a year.

@Fred13 Can I suggest you use your voucher to book a stay with a host in Kharkhiv or one of the recently liberated areas of Ukraine. They will no doubt appreciate the money but, more importantly, also the fact that they are not forgotten.

Good idea. We did send money for a relief food drive in Ukraine;  whenever I go to complain about small stuff nowadays, I think what is like for those people and somehow is not that important.

Sudsrung0
Level 10
Rawai, Thailand

@Huma0 

 

I liked that bit at the bottom, Extra referral bonus, never got the normal one

Huma0
Level 10
London, United Kingdom

@Sudsrung0 

 

I've never referred anyone, but I have seen countless threads here on the CC from hosts complaining that they did and never got paid. There seems to be an ongoing issue with that.

 

I'm a bit wary of referral schemes. I've been owed several thousands of pounds in referral bonuses from other companies and have never received a penny.

Mike-And-Jane0
Level 10
England, United Kingdom

@Huma0 I think the biggest benefit is the $100 coupon. We used the last two on trips to Kyiv and Lviv in Ukraine. Sadly we couldn't actually travel but perhaps we will one day... Hopefully sooner rather than later given how brilliantly the Ukrainian armed forces are pushing the Russians out of their country.

Denice0
Level 10
Placitas, NM

Yes, there are benefits to being a Superhost.  When I travel I filter by Superhost.  I want the assurances of a highly rated host with many reviews.  In the past I've used Airbnb's for events / fests.  I can't take the risk of a host cancelling the week before the event.  There would be no available lodging last minute, and Air cover would not help.  Lately, I've seen more posts than usual by guests, complaining of host cancelations or check-in issues.  It's a starting point for finding the right lodging, and if I'm not comfortable with the host I then search for a hotel.

 

I think there is value in the badge, and I appreciate the coupon.  I do not think my listings get increased visibility; though I can't understand why Airbnb does not promote their best most reliable hosts.  Perhaps this will change if criticism of the site continues from unhappy guests.  I no longer believe I'm getting better CS support, as I did in the past.

Huma0
Level 10
London, United Kingdom

@Denice0 

 

Like you, I pay attention to whether a host has the Superhost badge or not and I have in the past searched with the Superhost filter on, but that is because I am also a host and know about it. I don't think that most guests search in that way, to be honest...