Post by High Priestess on Oct 1, 2015 22:44:49 GMT
Jeannette shared in Oct 2015:
Loss of Superhost status inevitable?
My 5-star reviews have been drifting neatly down from 92 to 89 to now 82 percent. My actual *written* reviews though are, probably stronger than ever -- and that is saying a LOT.
I think this is just a function of Regression toward the Mean -- over time, with a larger sample size of guests, averages will drift in the direction of the 50-50 mean vs. staying high at 92 percent --
So I'm resigned to losing SuperHost eventually, without changing a few things out of my control (my super humble Shire listing is a struggle to make 5-stars for (apparent) cleanliness, but its actual pretty darn clean).
Anyone else note this regression toward the mean, or drifting down, as an inevitable function of hosting more people? Or are some hosts keeping strong at 85 or 90 percent over say 2 years or more?
Andrew:
I wonder if to some extent Superhost status accelerates the regression by re-scaling the guests' expectations. Do you find that guests who specifically take note of SH demand a little more out of your offering?
I've been hovering in the 70s since the thing was rolled out. Given the high number of bookings I've accepted, it would be mathematically impossible for me to achieve SH status this year, even if I have 20 consecutive 5-star reviews. An additional variable is the fact that my likelihood of getting a 5-star review is directly proportional to the length of a guest's stay, since casual weekenders barely appear in the flat except at bedtime and don't receive the benefit of the hospitality on offer. I accept some bookings that I know are an imperfect fit and aren't likely to fall madly in love with the place because they're good money, and they tend to leave perfectly acceptable 4-star reviews.
If I were to set SH status as my goal, I would have to have both a longer minimum stay (to nix the lucrative weekenders) and shorten the maximum stay (to yield a higher number of bookings within the eligible period and skew the averages), as well as decline more requests from guests whose enthusiasm I doubted. Ultimately that would mean fewer overall bookings, fewer satisfied customers, and lower profits for Airbnb. And all at the service of a goal that is mathematically very unlikely. And yet Airbnb still pushes it as though, despite returning hundreds of satisfied customers to them, I'm failing as a host because I haven't made the cut.
And you know what? That's OK. I've been getting some fantastic guests lately, who really connect with my neighborhood and lifestyle, and they count for a lot more to me than the robot that generates my dashboard.
Jeannette:
*** exactly my thoughts to a T.***
I may lose SH, but I've got an ... astounding recent review, I'll post, and good $$$ coming in ... so it's ALL GOOD.
Maria and Larry
:-)
Jeannette:
Here you go:
Jeannette was so great, I don't even know where to start. From the moment I clicked on the request on AirBnB, she has been incredibly helpful and respectful. I had never used Airbnb before and I will definitely continue to use it instead of hotels now that I have had such a wonderful experience. She offered me tips on travel, Baltimore, Uber, and the neighborhood. I had a wonderful time talking to her about life. She has a great open view on the world and some great experiences to share. She has precious pets that I just loved. I have raved about her since I returned to Minneapolis. I have suggested people travel to Baltimore just to stay in her home! It is hard to describe how staying at her Airbnb added to the richness of my trip and provided something a hotel could never provide. I can't wait to go back and have another glass of wine with Jeannette and see more of Baltimore this time around!
The above review, was after we took a midnight stroll of the nearly outside-the-front door Billie Holiday murals, with two stemless glasses poured with Chardonnay, and then I made this guest a CD of Fela Kuti music ... and the joy was all mine, as she was kind to me in a tough time.
Raymond & Elaine:
Reviews like that warm the heart.
Ed & Hugh:
Interesting thoughts. We've just been doing this for 2 months, and should get Superhost status tomorrow. I guess we'll see if we can keep it up, but the stars and badges are not our main goal.
Raymond & Elaine:
I just received this email from a guest that stayed 2months ago: Hello Elaine
I have been meaning to contact you to thank you for the wonderful time We had when we stayed at the Watermill.
Ruth , Alex and I have not stopped talking about your fabulous Hospitality we were shown during our short stay. .
I would like to say Thank you for introducing me to Canadian Maple infused Whisky My daughter recently gave me a bottle for Fathers day , celebrated in Australia in September. Ruth and I finished the bottle in a very short time . I am now on the hunt for a replacement .
We still laugh about the night we spent with you in the garden , Ruth playing her Violin you and I attacking your Bottle of Whisky .
We look back on our Holiday with fond memories . The time spent at the watermill is at the top of our list .
If you ever get the chance to get away from the chickens and ducks please visit us in Australia , We would love to catch up .
Jeannette:
And ... beautiful.
Evelyn:
I been hosting for over 5 years.. before superhost and all of this. I'm hovering at 88% on the 5 star reviews.. everything else is ok.
Remember for the most parts guests don't even know what is a superhost. At least my friends from the webinar and they're experienced guests. and if you're still getting bookings and amazing guests you're good. Me with my supershost I have the entire month of November empty in one of my listings. The market is the market.
Jeannette:
good point, and being steady at 88% is pretty awesome.
C C:
From what I've seen the best way to be a Super Host is to have 30 or fewer reviews.
Jeannette:
LOL lol LOL lol LOL.
Andrew:
By the numbers, that is very true. SH favors new and highly selective hosts - which I don't think is quite what Airbnb had in mind. Great that it provides a boost in confidence to some stellar newbies, but not so great that hard-working veterans who can get untested and challenging guests through the gate are left in the dirt.
Deanna:
I love this post and the thread, thank you Jeannette! Yes, I'm at 27 reviews and Superhost status after 1 year with Airbnb. So it's about time for the other shoe to drop. Andrew, can you make our thoughts known to the higher-ups at Airbnb? We are certainly making them plenty of money, and this can be a lucrative business for us as well. It does seem to punish the "workhorses" of Airbnb, if you will.
Deanna:
Or as CC prefers to call it, the puppy mills.
)
C C:
Well, and I hate to be gauche, but since Shannon is MIA, I'll go for it: I made over $5,000 last month alone, the hard way, $35 a pop, so I'm No Badge/All Cash. Everybody is happy....
Deanna:
CC, that's fabulous!!! Hey I'd rather have the cash than the badge. I already have enough friends.
C C:
Thanks, Deanna!
Maria and Larry:
C C. Good for you. You work hard for your money.
C C:
Thanks, Maria & Larry! These guests just don't know.
Andrew:
Deanna, the last time the local Airbnb office asked me for some feedback and info about what people were talking about on the NHF, it was the first thing I brought up. Ernest has also corresponded with some of the top dogs about the way ratings data are served to hosts, and their reply seemed reflective. But I've served a few years' sentence in corporate management myself, and sat through plenty of horrific, Machiavellian trainings detailing how arbitrary status markers keep everyone submissive. Status anxiety is seen as a more powerful motivator than pay raises or accumulated accomplishment - maybe it's true, maybe it's just capitalist cynicism, but either way when I look at the Dashboard I see the work people who sat through the same seminars in San Francisco and took more diligent notes.
Fiona:
Andrew, how do you figure SH favours new hosts? I started hosting last August but didn't get SH status until the April review...because it took until January to have ten stays and April was the next evaluation. It favours people in high traffic areas or who attract extremely short-term stays because they could have that many stays in a few weeks and many do. I have people who may stay a month or more.
Rachel:
Well sitting here on a chilly night in London my dashboard still tells me what I am going to earn in September whereas my screen tells me it is now October 1st. I suppose I will hang on to SH status gained in July, my stats are 88% with commitment and response both 100% and 43 completed trips. I was on 92% for reviews last week but some girl with the brain of a duck gave me 1* for overall experience even though she wrote a good review and gave me 5* for most of the other categories. I don't think I would class myself as "highly selective" as a lot of my guests have been newbies with no reviews at all, so in many ways it has been a case of the blind leading the blind and hoping for the best. Way too much emphasis placed on the SH thing though and if we were all to achieve that status what would Airbnb do then I wonder.
Deanna:
Yes, we'd have to root out most of our newbie guests b/c they are often a huge learning curve. And what about the problem Jessa has discussed, where certain "cultures" don't believe in giving 5 stars for anything? I always tell my guests that Airbnb is like Honda, "Is there any reason why you would be unable to give us 5 stars in all categories" when I pick up my car. It's so tacky.
Raymond & Elaine:
I copied a post recenly on the contradictions of location and Bam. I was critisized because I didn't warn them they would need a car (why would I they were arriving from UK by car ,) and there were no shops nearby. People come to us because we live in the countryside, one mile from restaurants and a supermarket. They also complained my house sign didn't say Watermill (we're in France so our address is in french, Moulin de l'étang ( its on the map I told her to look at at the bottom of our listing.) I forgot to mention she also complained I didn't give her any details of restaurants nearby ( she had already reserved three weeks earlier an evening meal, so ..??!!) .Can we give stars for stupidity ?
Rachel:
Since I last commented my dashboard has picked up that it is now October and I am told that my SH status is pending and the review period carries on until October 10th. All my stats have disappeared! October 1st marks the end of my first year of Airbnb membership - ie I signed up in September 2014 but did not put up my listing and start to host until February 2015. I am thoroughly confused. Will my completed listings go back to zero now? Too tired to worry about it really and should be in bed anyway.
Fleur, Dan and kids:
i've given up on superhost status. I know i'm super. 4.5 stars is ok with me.
C C:
You ARE for sure, Fleur
Maria and Larry:
Yes you are!
Fiona:
I think you deserve it automatically for koala proximity if nothing else and am sure you deserve it on all levels!
Alison:
Well, I am a superhost, but my next 2 months are looking pretty shabby. For 2 years I have been able to pick and choose my guests with lots of inquiries and making sure that "good fits" come into my home. The last month or two has been miserable - very few inquiries and even very low views on my listing. I am anal about my prices and continually check to make sure I am still competitive.
I see people with cancellations, lesser accomodations and lower star ratings above me in the search engine - WTF??? When the airbnb recommended price is $49/night I would rather not host at all - so I don't.
Just venting, though! Truly, I would rather be booked solid and not be a superhost - which is what a lot of you are saying. Power to ya!
I just booked the airbnb photographer to see if that helps. I also just tried 1 month of their pricing suggestions and got my first booking in several weeks - coincidence?? I think not....
Deanna:
Alison, yes to all the above! I've started using their pricing suggestions, which was a bitter pill but I've gotten more bookings.
Jeannette:
Ditto here.
Deanna:
Most likely we are all being affected by the glut of hosts and the season of the year.
C C:
Deanna, yes. I'm trying to get the most $ I can before every household in America has an Airbnb spare room.
Loss of Superhost status inevitable?
My 5-star reviews have been drifting neatly down from 92 to 89 to now 82 percent. My actual *written* reviews though are, probably stronger than ever -- and that is saying a LOT.
I think this is just a function of Regression toward the Mean -- over time, with a larger sample size of guests, averages will drift in the direction of the 50-50 mean vs. staying high at 92 percent --
So I'm resigned to losing SuperHost eventually, without changing a few things out of my control (my super humble Shire listing is a struggle to make 5-stars for (apparent) cleanliness, but its actual pretty darn clean).
Anyone else note this regression toward the mean, or drifting down, as an inevitable function of hosting more people? Or are some hosts keeping strong at 85 or 90 percent over say 2 years or more?
Andrew:
I wonder if to some extent Superhost status accelerates the regression by re-scaling the guests' expectations. Do you find that guests who specifically take note of SH demand a little more out of your offering?
I've been hovering in the 70s since the thing was rolled out. Given the high number of bookings I've accepted, it would be mathematically impossible for me to achieve SH status this year, even if I have 20 consecutive 5-star reviews. An additional variable is the fact that my likelihood of getting a 5-star review is directly proportional to the length of a guest's stay, since casual weekenders barely appear in the flat except at bedtime and don't receive the benefit of the hospitality on offer. I accept some bookings that I know are an imperfect fit and aren't likely to fall madly in love with the place because they're good money, and they tend to leave perfectly acceptable 4-star reviews.
If I were to set SH status as my goal, I would have to have both a longer minimum stay (to nix the lucrative weekenders) and shorten the maximum stay (to yield a higher number of bookings within the eligible period and skew the averages), as well as decline more requests from guests whose enthusiasm I doubted. Ultimately that would mean fewer overall bookings, fewer satisfied customers, and lower profits for Airbnb. And all at the service of a goal that is mathematically very unlikely. And yet Airbnb still pushes it as though, despite returning hundreds of satisfied customers to them, I'm failing as a host because I haven't made the cut.
And you know what? That's OK. I've been getting some fantastic guests lately, who really connect with my neighborhood and lifestyle, and they count for a lot more to me than the robot that generates my dashboard.
Jeannette:
*** exactly my thoughts to a T.***
I may lose SH, but I've got an ... astounding recent review, I'll post, and good $$$ coming in ... so it's ALL GOOD.
Maria and Larry
:-)
Jeannette:
Here you go:
Jeannette was so great, I don't even know where to start. From the moment I clicked on the request on AirBnB, she has been incredibly helpful and respectful. I had never used Airbnb before and I will definitely continue to use it instead of hotels now that I have had such a wonderful experience. She offered me tips on travel, Baltimore, Uber, and the neighborhood. I had a wonderful time talking to her about life. She has a great open view on the world and some great experiences to share. She has precious pets that I just loved. I have raved about her since I returned to Minneapolis. I have suggested people travel to Baltimore just to stay in her home! It is hard to describe how staying at her Airbnb added to the richness of my trip and provided something a hotel could never provide. I can't wait to go back and have another glass of wine with Jeannette and see more of Baltimore this time around!
The above review, was after we took a midnight stroll of the nearly outside-the-front door Billie Holiday murals, with two stemless glasses poured with Chardonnay, and then I made this guest a CD of Fela Kuti music ... and the joy was all mine, as she was kind to me in a tough time.
Raymond & Elaine:
Reviews like that warm the heart.
Ed & Hugh:
Interesting thoughts. We've just been doing this for 2 months, and should get Superhost status tomorrow. I guess we'll see if we can keep it up, but the stars and badges are not our main goal.
Raymond & Elaine:
I just received this email from a guest that stayed 2months ago: Hello Elaine
I have been meaning to contact you to thank you for the wonderful time We had when we stayed at the Watermill.
Ruth , Alex and I have not stopped talking about your fabulous Hospitality we were shown during our short stay. .
I would like to say Thank you for introducing me to Canadian Maple infused Whisky My daughter recently gave me a bottle for Fathers day , celebrated in Australia in September. Ruth and I finished the bottle in a very short time . I am now on the hunt for a replacement .
We still laugh about the night we spent with you in the garden , Ruth playing her Violin you and I attacking your Bottle of Whisky .
We look back on our Holiday with fond memories . The time spent at the watermill is at the top of our list .
If you ever get the chance to get away from the chickens and ducks please visit us in Australia , We would love to catch up .
Jeannette:
And ... beautiful.
Evelyn:
I been hosting for over 5 years.. before superhost and all of this. I'm hovering at 88% on the 5 star reviews.. everything else is ok.
Remember for the most parts guests don't even know what is a superhost. At least my friends from the webinar and they're experienced guests. and if you're still getting bookings and amazing guests you're good. Me with my supershost I have the entire month of November empty in one of my listings. The market is the market.
Jeannette:
good point, and being steady at 88% is pretty awesome.
C C:
From what I've seen the best way to be a Super Host is to have 30 or fewer reviews.
Jeannette:
LOL lol LOL lol LOL.
Andrew:
By the numbers, that is very true. SH favors new and highly selective hosts - which I don't think is quite what Airbnb had in mind. Great that it provides a boost in confidence to some stellar newbies, but not so great that hard-working veterans who can get untested and challenging guests through the gate are left in the dirt.
Deanna:
I love this post and the thread, thank you Jeannette! Yes, I'm at 27 reviews and Superhost status after 1 year with Airbnb. So it's about time for the other shoe to drop. Andrew, can you make our thoughts known to the higher-ups at Airbnb? We are certainly making them plenty of money, and this can be a lucrative business for us as well. It does seem to punish the "workhorses" of Airbnb, if you will.
Deanna:
Or as CC prefers to call it, the puppy mills.
)C C:
Well, and I hate to be gauche, but since Shannon is MIA, I'll go for it: I made over $5,000 last month alone, the hard way, $35 a pop, so I'm No Badge/All Cash. Everybody is happy....
Deanna:
CC, that's fabulous!!! Hey I'd rather have the cash than the badge. I already have enough friends.
C C:
Thanks, Deanna!
Maria and Larry:
C C. Good for you. You work hard for your money.
C C:
Thanks, Maria & Larry! These guests just don't know.
Andrew:
Deanna, the last time the local Airbnb office asked me for some feedback and info about what people were talking about on the NHF, it was the first thing I brought up. Ernest has also corresponded with some of the top dogs about the way ratings data are served to hosts, and their reply seemed reflective. But I've served a few years' sentence in corporate management myself, and sat through plenty of horrific, Machiavellian trainings detailing how arbitrary status markers keep everyone submissive. Status anxiety is seen as a more powerful motivator than pay raises or accumulated accomplishment - maybe it's true, maybe it's just capitalist cynicism, but either way when I look at the Dashboard I see the work people who sat through the same seminars in San Francisco and took more diligent notes.
Fiona:
Andrew, how do you figure SH favours new hosts? I started hosting last August but didn't get SH status until the April review...because it took until January to have ten stays and April was the next evaluation. It favours people in high traffic areas or who attract extremely short-term stays because they could have that many stays in a few weeks and many do. I have people who may stay a month or more.
Rachel:
Well sitting here on a chilly night in London my dashboard still tells me what I am going to earn in September whereas my screen tells me it is now October 1st. I suppose I will hang on to SH status gained in July, my stats are 88% with commitment and response both 100% and 43 completed trips. I was on 92% for reviews last week but some girl with the brain of a duck gave me 1* for overall experience even though she wrote a good review and gave me 5* for most of the other categories. I don't think I would class myself as "highly selective" as a lot of my guests have been newbies with no reviews at all, so in many ways it has been a case of the blind leading the blind and hoping for the best. Way too much emphasis placed on the SH thing though and if we were all to achieve that status what would Airbnb do then I wonder.
Deanna:
Yes, we'd have to root out most of our newbie guests b/c they are often a huge learning curve. And what about the problem Jessa has discussed, where certain "cultures" don't believe in giving 5 stars for anything? I always tell my guests that Airbnb is like Honda, "Is there any reason why you would be unable to give us 5 stars in all categories" when I pick up my car. It's so tacky.
Raymond & Elaine:
I copied a post recenly on the contradictions of location and Bam. I was critisized because I didn't warn them they would need a car (why would I they were arriving from UK by car ,) and there were no shops nearby. People come to us because we live in the countryside, one mile from restaurants and a supermarket. They also complained my house sign didn't say Watermill (we're in France so our address is in french, Moulin de l'étang ( its on the map I told her to look at at the bottom of our listing.) I forgot to mention she also complained I didn't give her any details of restaurants nearby ( she had already reserved three weeks earlier an evening meal, so ..??!!) .Can we give stars for stupidity ?
Rachel:
Since I last commented my dashboard has picked up that it is now October and I am told that my SH status is pending and the review period carries on until October 10th. All my stats have disappeared! October 1st marks the end of my first year of Airbnb membership - ie I signed up in September 2014 but did not put up my listing and start to host until February 2015. I am thoroughly confused. Will my completed listings go back to zero now? Too tired to worry about it really and should be in bed anyway.
Fleur, Dan and kids:
i've given up on superhost status. I know i'm super. 4.5 stars is ok with me.
C C:
You ARE for sure, Fleur
Maria and Larry:
Yes you are!
Fiona:
I think you deserve it automatically for koala proximity if nothing else and am sure you deserve it on all levels!
Alison:
Well, I am a superhost, but my next 2 months are looking pretty shabby. For 2 years I have been able to pick and choose my guests with lots of inquiries and making sure that "good fits" come into my home. The last month or two has been miserable - very few inquiries and even very low views on my listing. I am anal about my prices and continually check to make sure I am still competitive.
I see people with cancellations, lesser accomodations and lower star ratings above me in the search engine - WTF??? When the airbnb recommended price is $49/night I would rather not host at all - so I don't.
Just venting, though! Truly, I would rather be booked solid and not be a superhost - which is what a lot of you are saying. Power to ya!
I just booked the airbnb photographer to see if that helps. I also just tried 1 month of their pricing suggestions and got my first booking in several weeks - coincidence?? I think not....
Deanna:
Alison, yes to all the above! I've started using their pricing suggestions, which was a bitter pill but I've gotten more bookings.
Jeannette:
Ditto here.
Deanna:
Most likely we are all being affected by the glut of hosts and the season of the year.
C C:
Deanna, yes. I'm trying to get the most $ I can before every household in America has an Airbnb spare room.