Post by High Priestess on Sept 20, 2015 8:26:30 GMT
www.airbnb.com/groups/content/content-160093
Jessa shared:
Trashed for not serving breakfast
A couple who stayed last week just wrote a 2 star review and then a text message scandalizing over me not being there in the morning to serve breakfast. They stayed one night and were super happy and friendly on their first day. Now they left me a review and a long message telling me they were extremely disappointed I hadn't made them breakfast at my air- bnb. How do I best respond without sounding defensive? Every now and then there are guests who think that airbnbs are b&bs because of the name, and these guys felt as if I'd abandoned them in the morning saying they walked around looking for me because it was breakfast time and that they were really disappointed I didn't show up to cook for them. Any chance to have this review removed? It's not my fault airbnb has the bnb in it, but then again airbnb allows for the nastiest revenge reviews out there so it's best not to even bother have someone feign compassion telling me reviews are subjective. This is such a clear case of airbnb failing to tell new guests what airbnb is and I'm sick and tired of hand-holding people through the booking process or treating them like little children and presenting myself like a crazy cat lady to make sure they read the description and know of my cats and their station in the hallway. I had no idea until this morning these guys thought they'd booked a b&b, sure I'd be disappointed if a b&b host didn't serve breakfast and was absent for no reason too... I'm really on the verge of quitting. I've done more hand-holding and explaining and bag carrying and waiting for hours for really late guests who then give 3 stars on arrival bc I went out 5min to get a sandwich next door and hotel-stuff the past two months than I had the past two years! Oh and wonderful, just got an update, after their pan-2 star review I received an automated threat from airbnb they'd deactivate my listing pending on the next review. It's a dirt cheap room with a 4.5 average, in a region were, due to the Dutch mentality of not giving anything full marks, the regional average is at 56% which I'm spot on or over with all my listings. Dutch and Flemish travelers are very conservative in ratings, in school and university they learn that no teacher ever gives 20/20 and that the highest possible grade is 18/20. A 5 star review from a Dutch speaking guest is a seal of honor basically. I really don't know what airbnb is getting at with these stupid threats but they'll either have hosts in Belgium not accepting any Dutch or Flemish guests or they'll lose their larger stock of active hosts this way!
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Bridget and Mark
Annie
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Keith
Keith7 months ago
I'd contact Airbnb and ask to have the review removed because its factually inaccurate.
If they won't reply that breakfast isn't included and your listing gives no impression that itnwould be.
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Kelly
Kelly7 months ago
'inaccurate' doesn't violate Airbnb's review policy. Airbnb is pushing 'community' and 'feel' - they respect individual's perspectives.... meaning GUEST's perspectives.
Jessa
Jessa7 months ago
thing is airbnb doesn't remove anything. I had a guest give me pan 1's and 2's because I wouldn't let them stay on for free for extra nights, at airbnb they just pretended to understand bla bla. Right now my options are either stopping to host Dutch speaking guests entirely (they make up 50% of guests and I know hosts in the region who decline most Dutch requests) or make airbnb step down on their ridiculous bullying of hosts. There is no way I will get Dutch and Dutch-Belgian guests to review me higher than 4 unless they're exceptionally happy. Here, a 13 on 20 is high enough for a master student to do a PhD, I had 14/20 and graduated top 5 of my class... if I get 4/5 from Dutch speaking hosts I'm doing a really good job, if I get 3s, I'm good. I've accepted that I need to knock off a point to compare Dutch reviews with anglosaxon, German or Scandinavian ratings, it's a no nonsense non conflated culture and that was fine until airbnb started threatening with deactivation if I dont get only 4s and 5s, that means I cant take Dutch guests anymore or get kicked out. It's ridiculous. I don't have the infrastructure to excel with Dutch guests. This is just completely demotivating. Another review came in today, 3 on accuracy because of my cats, the boy had forgotten that his girlfriend was allergic, said it wasn't my fault, well it reflected on accuracy for sure.. now the next Dutch guest to review that room will probably have me get a suspension warning again. There's a lot of really new clueless guests travelling this summer :/ I'm really on the verge of quitting right now, if they keep this up they won't have any Belgian listings left, minus the Brussels ones catering to the EU crowd and the b&bs.
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Erin
Erin7 months ago
I'm so sorry you're going through this. I agree its very unfair that Airbnb won't remove any reviews unless they use bad language or are what they deem "defamatory".If something that is clearly evident in your listing is complained about, the review should be removed,IMO. I also think it's ridiculous that host's responses to reviews can't be seen on the mobile app.So many people use the app & that would be a simple thing to fix. I have problems w/ people not reading the listing all the time.I feel like a broken record repeating things in my correspondence back & forth w/ them before booking to make sure they understand what I'm offering. I learned the hard way w/ one of my first bookings that its better than ending up w/ unhappy guests.But there's only so much we can do as hosts. We aren't mind readers that can tell what unreasonable expectations a certain guest may have.I do think you should call Airbnb to make them aware of the reason behind the low star rating, so maybe they can at least remove the threat of your listings being removed. That's just ridiculous to me. You have a ton of very good reviews. How can they allow 1 or 2 unfavorable reviews outweigh so many good ones?!
Rick
Rick7 months ago
It seems to me that if breakfast is it included, & that is the review issue, Airbnb would remove the review as Keith has suggested. I've never heard of the removal threat you mention-- I have received an " exclamation point" warning about my location ratings from guests ( like I could do anything about that!). unfortunately, European inns & B&B's have a culture of providing breakfasts, so it is expected, whether or not it's listed. I always provide hot water for coffee & tea (no biggie) & those little individual Melita cones & filters for a quick & easy coffee without the waste of making a whole pot. A few breakfast bars, some instant oatmeal, & a yogurt cup & voila, you have breakfast without the need of you having to be there & cook. Toast & jam self serve--same thing. It may not be to their liking, but they can't say that there's no breakfast!!
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Keith
Keith7 months ago
I provide keurig coffee and teas. And cereal and oatmeal cups. About 20% of guests eat and maybe 60% have coffee but all appreciate it being available. In the worst case (I've had guests eat cereal 3 meals a day or have a few bowls for breakfast and several coffees). It costs me at most $5 and there's no muss or fuss or cleanup I have to do. So on average providing coffee and breakfast
Keith
Keith7 months ago
So on average providing coffee and breakfast (and some juice and milk) costs me about $1.50 per guest. Its built into the pricing and its one less thing for people to complain about and one more to make them happy.
Jessa
Jessa7 months ago
I provide coffee and tea on self serve basis, I'm not sure I'm even allowed to put out cereals etc since by providing breakfast I'd fall into a completely different tax and control bracket, I'd have to be a registered business with a kitchen license... maybe if they make their own breakfast with my material it will be in a legal grey area. Since implementing this dashboard change, 3 consecutive ratings on something (could even be location I think!!) lower than 4 stars can suspend your listing. It's terror. I've got to stop taking Dutch guests or do significant upgrades such as a 2nd bathroom if I'm not to be kicked out. I also got two really sweet 5 star reviews this morning by great guests, but the stress of someone judging you with a 3... I simply can't take any more Dutch guests if this is how airbnb wants to play. The ridiculous thing is also, on the app, the description for 4 stars translates to "excellent" in English. If I don't think the place is excellent but I liked the place, yeah a 3 makes good sense to me if I'm a guest who doesn't know what this does to a host, like the girl yesterday who was really friendly and wanted to come back next time, she must have seen the excellent label on the 4 and decided to go for the 3, which in Dutch reasoning is good. (In school it's a 12/20 = 3/5 and that's marked as good). Shall I discriminate against Dutch people simply because they dont conflate reviews until airbnb stops this terror, or shall I turn this into a b&b and invest in upgrading the facilities (in other words kill the 360 year old charm of the place)? Upgrading makes no sense from a financial perspective because the market here is completely cut off at 40 euro. I've my own bedroom listed at 40 but it's barely booked, whilst Sunny at 31 euro is booked at 90%... Sorry I'm venting but it's such a punch to the stomach from airbnb... yeah this place is not perfect, I'm trying to finalize a PhD here and I've no time or money to be at a bed and breakfast level, it's a place with a lot of history, nice design and chill people but it's not more than that and it never will be, it's not the direction I'm taking this place at this moment in time.
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Keith
Keith7 months ago
Check the laws...I'm guessing providing breakfast items but not serving or cooking would be OK. People aren't expecting bacon and a hand made omelette.
Jessa
Jessa7 months ago
oh I had one guy send me his dietary requirements for breakfasts including smoked meat (non pork), bacon, chicken filet, sunny side eggs and danish pastry and absolutely no cheese. I fought really hard to have him cancelled without penalty. The cancellation notice was removed but the calendar was blocked, his message was disgusting...
Queenie & Ted
Queenie & Ted7 months ago
You can manage guest expectations by sending them a reminder at booking that 1- they are renting a room in a private home and 2 - breakfast is not included.
You could alternatively, offer bre
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Queenie & Ted
Queenie & Ted7 months ago
You cold alternatively, offer breakfast consisting of coffee/tea, cereal & milk, toast & jelly.
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Jessa
Jessa7 months ago
I'm not allowed to serve breakfast though... if one guest reports me to authorities for that, I'd be facing a lawsuit and thousands of euros in fees. I need to check if I'm allowed to leave self-serving breakfast in the fridge. Coffe&tea is included already. This summer has been a big wave of guests clueless to what airbnb is... sorry for venting, just need to sometimes!
Lula
Lula7 months ago
Jessa, this is what I have been trying to convey to people in the Forum for weeks. I have been rebuffed with the: they "dont't care about stars." It is not a matter of caring to be SH or not. If guests continue giving us 4 or 3 stars we will receive the "threatening" advice from AirBnB. I received a warning that I have to improve in one of my listings (I received two 4 Stars in a row), if I receive a 3 Stars, I could receive your advice about an impending suspension....and I am already a SH. Good grief, we must get together and stop this insanity.
BTW, AirBnB can remove a Review. They did it for me, it took a couple of weeks. I had to escalate the matter, don't accept it from the CS answering the phone, I was referred to a Supervisor.
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Kelly
Kelly7 months ago
Could you explain a little more about how you removed a review, and what was it about? One time, Airbnb removed my review cause the guest was attacking Airbnb more than my listing itself, and I know another case with a host I know - the review was bad but also pretty accurate and at the end of the review the guest attacked host's personal life (like oh this host might have slept around, something like that), Airbnb removed it.
Lula
Lula7 months ago
Kelly, it was a Review as a guest (myself) as the place where we stayed in the West Coast was subject of an investigation and a picture and link to their AirBnB description was posted in a newspaper. For "safety" reasons, we did not want our Review to be visible to everybody reading that newspaper article. It took a while, but AirBnB did it. It depend on the circumstances.
Deborah
Deborah7 months ago
I am upset along with you, Jessa, regarding the "threat" from Airbnb. That is just so inappropriate. I encourage you to take the approach Maria recommends, to really stick with this until you get the review removed.
We are seeing too much of these vindictive ratings, and I didnt' realize Airbnb would actually threaten to remove a listing over such things. I think we as hosts need to raise an outcry over this, because this results in us being victimized twice -- first by the host, then by Airbnb with the threat. I am doubly angered about the star rating system, which I strongly believe is having serious problems in this regard, and should be gotten rid of. It's corrupted.
If any given host sees a pattern among the kind of people who tend to leave low star ratings and/or negative reviews, I think it makes sense to avoid taking those kinds of people in the first place.
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Deborah
Deborah7 months ago
I mean, "First by the guest, then by Airbnb with the threat."
Jessa
Jessa7 months ago
please speak to airbnb about their new system of threats, everyone affected by it! I wake up to a punch in the stomach and next email I check it's a blow to the head! I can't deny a strong pattern with Dutch guests and I didn't care about it before these airbnb threats because at large they're very pleasant, just critical... but yeah, no more Dutch guests until airbnb stops this stupid thing I guess....
Nathalie et Claude
Nathalie et Claude7 months ago
Bonjour jessa , i do not understand the threatening to desactivate listings. You have 192 reviews. It means that thanks to you, they earn plenty of money. They should thank you warmly instead. For the review, try to ask them (it does not cost anything to try). I did not find the review you are talking about. Is the negative review was private or public? At generally speaking, you may consider to host duch people with another website. If airbnb is stupid enough to threaten you to desactivate your listing, other websites will be very happy to welcome you. You can keep airbnb for other nationalities.
Kelly
Kelly7 months ago
Nathalie, what other websites would you recommend?
Kelly
Kelly7 months ago
Deborah, I agree completely!! Airbnb is saying they want a community, and all that - but these days I feel like this community doesn't include hosts - at least as a regular member. We are a catering servers, and Airbnb is a star performer, and guests are enjoying the party....
Jessa
Jessa7 months ago
I spoke to airbnb and they gave the same respone about not changing reviews... I guess I could keep pushing on this and maybe something would happen but not sure it's worth it. I do find it incredibly hostile of airbnb to be threatening with deactivation and maria and Larry and rick and other hosts with warning triangles hovering over specific areas, please talk to airbnb about this, it's creating unnecessary stress for everyone and it's not like guests can't draw their own conclusions based on stars and reviews anyway... as for me saying well as long as there is this threat of deactivating listings I'll consider refusing Dutch and Belgian-Dutch guests because they have a very different standard on rating than Anglosaxon/German/Scandinavian guests do, they were just "it's up to hosts to decide who to accept" I find it somewhat racist to be refusing Dutch guests from now on but airbnb seems to disagree...
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Keith
Keith7 months ago
It sounds like the review is libelous. If its factually inaccurate and was left in retaliation Airbnb could bebliable for any lost revenue should they keep it on there. Sadly this threat may not scare them...they believe hosts need them more than they need hosts but I'd try using the word libel to get the attention of a supervisor.
Jessa
Jessa7 months ago
used that word when the Spanish women trashed me for kicking them out hours after their booking ended and not letting them stay free nights... and airbnb knew about it at the time since I had a Spanish speaking CS agent try to get them out of there... didn't help reviews are subjective and all that nonsense. Airbnb needs competitors in my opinion, they have a near monopoly as it stands now and that's not healthy.
Michele Yap
]
Michele Yap7 months ago
If I remember correctly, Flipkey sent me an email regarding their new feature which allows owners to list private room. If you are interested I can email it to you.
Jessa
Jessa7 months ago
This is the response I'm at after cooling down for 5 hours, probably too defensive but I can't take more edge off it... can't believe I spent 5 hours stressed out and upset when I should have been working on my PhD instead! Hope enough hosts complain about the rating madness that's been going on recently:
this is not a b&b, I believe you didn't familiarize yourself with the concept of airbnb prior to booking. The few b&bs on airbnb need special licensing hence I do not offer breakfast and have never claimed to do so. Please read my listing. My place is not up to the standards of a b&b, I do not pretend that they are, this is a much simpler set up. I'm sorry you didn't take the time to explore the concept of airbnb and read through my listing as this would have made you understand this. In the future if you stay at an airbnb and are surprised by something, please contact the host. I had no idea you were expecting breakfast and found yourselves searching for a missing b&b host in the morning.
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Keith
Keith7 months ago
If this is a private message that's perfect if this will be your public response you'll sound angry and may turn off future guests.
Jessa
Jessa7 months ago
maybe I want to turn off a certain clientele? The guests I don't want are those expecting breakfast, hating on cats and expecting luxury (they had a long rant on the cats being unhygenic in the private feedback, eventhough I spell crazy cat lady over every message I send people)... there's quiet a few people I want to turn away so a response that accomplishes that would be great...
Keith
Keith7 months ago
I get your point but you'll turn off the wrong clientele.. rude people probably don't care if you're rude, but nice people probably do. Meanwhile.. your listing says "two wonderful cats" and even has pictures of them (they do look wonderful). I'm still advocating having the review removed on the basis of libel.
Jessa
Jessa7 months ago
that's a good point. I've written to airbnb as well... see if I get anywhere with libel/defamation or not.
Lisa
Lisa7 months ago
Oh Jessa, I feel the same as you. Do you remember me posting last week about the new threat letter I received last week(consequently right after 2 back t back Dutch guests. You had posted some advice in that one thread and sounds like you've now received the same threat email and it absolutely does feel like a punch in the stomach doesn't it! I was RAGING when I read it, the wording is quite strong i thought! So many guests don't read, nor adhere to listing details despite emailinfg and verbally covering and then go on to mark you less than a 5* experience at the Ritz(for €30 night!) when they didn't educate themselves or take any responsibility.
You clearly don't offer breakfst and it was presumptous of your guests to just assume you did. It reminds me of a lady I hosted for 4 days awhile back. She turned up with a dodgy tummy, had diarreah the entire stay, wouldn't use the toilet brush after herself, and then marked me down on cleanliness because I wasn't there to clean the toilet after every time she went. As it was I was cleaning the toilet 3 times a day during her stay as when I'd get home I'd find the pristine white toilet in a not so pristine, and quite disgusting state. It was absolutely minging and I was happy to see her check out. Lol.
Stay strong miss! Hopefully they'll get rid of the threatening crap.
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Jessa
Jessa7 months ago
Thanks Lisa! Yeah when I saw your post I could hardly believe my eyes and I thought airbnb is testing out something pretty dodgy that I'm sure they'll scrap right along... It's funny how the dirtiest guests leave the least for cleanliness and the cheapest ones the least for value! I went along with airbnbs pricing tool for a little while, lowering prices on sunny room to as low as 25 euro night (27usd!) I got a warning flag for value and none of the guests who stayed at 25e gave me 5 stars, even got a 3 stars... when I had a ridiculously high price based on airbnb recommendation, I got 5 on value! Ratings are culture based and highly subjective and quiet a few written in vendetta, rather than looking into that airbnb is going the other way. Now here I am having to discriminate based on nationality because I can't afford not to. Crossing my fingers for a plethora of hosts complaining about the stress caused by this new threat system.
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Michele Yap
Michele Yap7 months ago
Thank you for that insight. I kept reminding myself not to devalue my place so as not to attract the wrong crowd.
Alexina
]
Alexina7 months ago
This is EXACTLY what I was talking about in Anecdote when I posted Guests Are Grateful? and received about 60 comments, filled with similar, personal stories. Several guests suggested that Airbnb should see this, and I agree. Chip is going to hear about this!
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Jessa
Jessa7 months ago
who is Chip? If Chip is the founder, all of you traveling to Paris let it be heard that we're feeling terrorized by the review system as it currently stands. Just spoke with a Harvard Law friend of mine, he said they scrapped rating students (other than pass/fail/distinction) in his third year because too many students were having mental breakdowns. I'm for ratings and reviews but I think airbnb needs to factor in culture, revenge, update what constitutes libel and slander etc. and stop this pressuring hosts madness.
Keith
Keith7 months ago
Chip is not a cofounder. He's the VP of Hospitality. People go to him because he's one who many SF hosts have his personal @airbnb email address and he generally is the most responsive.. however, he can't always do more than forward an email to the responsible party. Some have had discussions with him about the rating system. My impression is that they're experimenting with ideas to see what works... but a system built on trust and reviews needs both trust and reviews.. but also the reviews need to be trustworthy. That means a glowing review of a bad host shouldn't stand any more than a bad review of a glowing host should. I've never heard a host posting "I was a terrible host but I got a great review, should I ask to have it removed?" (although that doesn't seem to be the case here). I'm pretty sure there will be discussion of this issue at the Open. and until then Alexina's personal connection with Chip may help start the ball moving.
Jessa
Jessa7 months ago
Thanks Keith and Alexina and wonderful that you're taking this up with Mr Chip ^^ guests can make adult decisions based on description, ratings and reviews and this added pressure isn't helping
Lula
Lula7 months ago
Now. Could we all do something before the Open in November?
Jessa
Jessa7 months ago
maria and Larry I think every host who feels stressed out about these threats should voice their opinion. There is a feedback button right under the new dashboard thing. Prospective guests can see what our strengths and weaknesses are by reading our description, reviews and ratings and if they are too lazy to do research, airbnb shouldn't put them up with us in the first place - but that seems to be what they so ironically are trying to do - form standardized packages guests can just click their way to without having to do any research whatsoever, a.k.a welcome to Marriott/Hilton, sorry I mean Airbnb.
Lula
Lula7 months ago
Jessa, I already sent , weeks ago, feedback about their Dashboard: Terrible statistics and low moral with their so called remarks for "improvement." Heard nothing back.
Fleur, Dan and kids
Fleur, Dan and kids7 months ago
Jessa start venting on Facebook and Twitter Airbnb pages. Supposedly it gets a pretty swift response
Kelly
Kelly7 months ago
Airbnb's excuse for that statistics was - oh some hosts wanted to really improve and want all 5 stars, so we came up with this section. --- in fact I feel like they wanted hosts to offer over the top service, so "they" can be better. When they talk about hospitality, do they think we are not someone Airbnb also need to 'host'? After all we are not their employees, we are users = customers = clients = and the source of their income.
Jessa
Jessa7 months ago
will do! I think what we are seeing is also a move to erase conflict. A few months ago keypads on doors would have been unthinkable for me because they're impersonal and I want to know who lives with me but here I am shopping for such things because I'm slammed with a bad arrivals review if a guest with a three hour delay has to wait 10min for me. I'm seeing my airbnb as a separate business entity and not a part of my home now because that is how my guests these days see it and otherwise critique would demoralize me. Guests make three clicks on their computers and think they know what product to expect. What made airbnb succeed in the first place is personality and peer-to-peer relations. These harbor the possibility of conflict (a lot of conflict!) and pushing for the same standards globally (impossible due to culture hence they're really on the wrong track here) minimizes risk of conflict but it also irons out personality and individuality, the very thing that made airbnb what it is. We're part of the largest hotel empire the world has ever seen, not a quirky room-broker/market place were crazy/funny/adventurous people who push the legal system (we were practically illegal on half the planet just 12 months ago!!!) can meet and decide if spending the night together is a good thing or not, together challenging previous conceptions of hotellerie, capitalism and even the state. Couchsurfing came and went, airbnb has to watch out at some point. Maybe what we really need is a rouge hippie-libertarian communue-esque competitor, monopolies are never good. I'm really proud to be a part of the airbnb family and I'm happy help is a phone call away and that I can actually call the police now if something bad happens (I couldn't a year ago, politicians had declared airbnb illegal) But I won't provide a standardized service. I have my edges and my home has even more but I really hope to call airbnb home in the future.
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Annie
Annie7 months ago
Did you take off your listing Jessa...I can't see it, which is a worry. I can see the reviews. Of course the short Dutch review wouldn't have been considered a negative for many people as they can't read Dutch! Just remember that if you write a negative response, it's drawing other guests' attention to a negative review that otherwise may have been in a language they didn't understand anyway. : ) I really feel for you, this was a horrible experience and I can totally understand how upset you are. I hope it gets better for you...
Juliet and Ed
Juliet and Ed7 months ago
I understand that Jessa is upset about her experience with the Dutch guests, but I do believe we should not generalize about the people of an entire country like that. Just to counteract her experience, I received this email from Airbnb yesterday:
Hi Juliet and Ed,
Your guests are loving what you’re doing! You’ve gotten five 5-star reviews in a row. It takes a lot of work to make such a great impression on travellers, and you’re doing it consistently. Thanks for being a conscientious and welcoming host.
Keep up the fantastic work!
The Airbnb Team
And one of the last 5 included in that statistic was Dutch. See my reviews. (Her name was Mariejke)
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Lisa
Lisa7 months ago
I've received the same email you referenced above Juliet and Ed. I've also received the threatening one to deactivate listing for receiving less than 5's in a row. It's horrible! I've taken a screen shot of it but can't work out how to paste it on this page so everyone can see what it looks like. It's very upsetting and I immediately wanted to pull my listing and go elsewhere. As hosts, we work our tails off to please guests. So many don't read the listing or rules, and if you're unlucky enough to receive 2 guests in a row that haven't read the listings or experience things that aren't to their liking(cold weather, too many this, not enough of that etc) we are all subject to being put under the Airbnb threat of deactivating listing. It's a lot of pressure and sooo demotivating. All they have to do is scrap the star system and use the written reviews and everyone can go back to the community mentality. I was recently looking for a place to stay at the end of August, found a lush looking listing and went to read the reviews. There were 2 recent ones that were from the same family, but different bookings(each family booking their own rooms here). They have a 1* rating and completely lambasted the hotel and staff for their packed lunch containing sandwiches and fruit. Seems her young Son is allergic to nearly every food group out there and she accused them of trying to kill her Son with sandwiches and fruit. It was very long winded, full of complaints and threats to sue etc. Any one with half a brain reading it would see how unreasonable both she and her other family member(who also accused them of trying to poison her nephew). If someone has that many food allergies and it were my child, I'd make sure I packed their food to keep them safe! My point being, they have nothing but glowing reviews with the exception of these 2 back to back from the same family but on different bookings. If this had happened on the new Airbnb system, they'd also have received the threat to deactivate, when they've gotten nothing but glowing reviews other than these two. Fortunately they're not on Airbnb so are probably safe from the threat.
Kelly
Kelly7 months ago
Lisa, thanks for sharing. What is this other website you are talking about ?
Lisa
Lisa7 months ago
Hi Kelly, it was Laterooms or booking.com. I was looking for a self catering cottage on Airbnb in the area but couldn't contact the 2 hosts prior to booking(temporary Airbnb bug that was listed on another thread) so I had to go with a hotel. I did in fact book the hotel I reference above, it looks fab even though I wanted self catering property, it will do the trick for a few days.
Jessa
Jessa7 months ago
I do not want to discriminate based on nationality, it's immoral. But I've hosted hundreds of Dutch people and 5 stars from a Dutch person is something really special and that was fine until the threats started. I cant operate under threat from airbnb which is why I've stopped using the site.
Wendy
Wendy 7 months ago
Oh my gosh.....what a dreadful tale this is.
How hard would it be to make coffee and tea available....and some "snacks", such as a bowl of fruit, some fresh muffins or bagels. You don't have to call it breakfast....you can call it "healthy snacks for morning or mid day", then make it very clear in your listing that you do not COOK breakfast, nor do you PROVIDE breakfast, but you do have some "healthy snacks". Would that work for ya?
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Andrew
Andrew7 months ago
I don't think that would solve this particular problem. The issue is not that being fed by hosts is an essential thing that guests need - especially in a dense European city with an abundance of nearby options. Rather, the problem is that guests arrive with ill-informed expectations and are disappointed that they're not met. If you offer "healthy snacks," you can still get a negative comment when they're not to the guests' taste. I generally don't think that hosts who aren't inclined toward food service should offer it at all, but I do agree that tea/coffee are pretty close to essential.
Lisa
Lisa7 months ago
Andrew is spot on. It isn't a breakfast issue. It's the fact that some guests turn up with certain expectations (like breakfast) when it's clearly not offered in the description. Or when they turn up surprised that you live there. Or surprised that they can't bring 6 people when they've booked for one. The list is endless as we all know. Despite having all of this listed in our listings, emails prior to, certain guests turn up with expectations of things that were in their heads on their wish lists. And then give a host a seriously low star rating for an unmet expectation when the host has gone over and above and delivered everything that was promised. Then to go on to receive the threat from Airbnb, of which I received one last week. It made me want to chuck in hosting on Airbnb too. As the prior week I'd received the email about how fabulous I am with consecutive 5* reviews. It's a bullsh*t thing to do to their hosts. Most of us bend over backwards for our guests and to receive a low star and subsequent threat from Airbnb to suspend our listing? I'm not playing in that sandbox.
Kelly
Kelly7 months ago
Jessa, Thanks for sharing your story. I have similar concerns about Airbnb. Do you think you can share the full email 'threat' from Airbnb? Thanks!
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Jessa
Jessa7 months ago
Thanks everyone, I decided to quit airbnb. Last night I noticed some items missing. Remember this when you have multiple guests and one blows up the kitchen and you don't know which one it was: airbnb protection won't cover. At least that is what I learnt when someone tore a vintage poster and I couldn't say which guest. So some stuff is gone and I know it's not even worth bothering telling CS. The stuff that happened to me through airbnb when the site was still illegal/semi legal in this country and I kept my mouth shut afraid the press/politicians would otherwise use it against airbnb - and now theyre threatening with deactivation over me not serving breakfast, I've been loyal long enough. I didn't know booking.com took in regular homes? Might consider that, or build my own competitor site with a focus on Africa, the continent airbnb makes one huge mistake not taking seriously.
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Lisa
Lisa7 months ago
So sorry to hear that Jessa, but I do understand. Please do keep your profile active in case you decide to relist. As far as booking.com I'm not aware of them doing home stays but they might. I had to use it for hotel booking after I was unable to contact the 2 hosts on Airbnb last weekend due to what I found out later was a system glitch. I wanted to make an enquiry to both but it was IB or nothing. So that's where I reference booking.com above as I needed to book and since I couldn't contact either host had to use a hotel site.
Michele Yap
Michele Yap7 months ago
Try Flipkey. They recently send me an email announcing a new feature where owners can list private room.
Sheryl
Sheryl 7 months ago
All the best, Jessa. After nearly 200 guests, you surely deserve a break! I, too, hope that you will simply hide your listing from view for a while as you rest, recover and reconsider your approach to hosting. Unfortunately, despite many good experiences, it's the tough ones that can really kick us in the a-- and leave us feeling defeated. You are obviously doing something right or you would not have had the longevity you've accomplished. I hope that your knowledge of the business and some good memories will guide you onto a positive new path.
Jessa
Jessa7 months ago
Thanks Sheryl, appreciate your words!
Michelle
Michelle7 months ago
This is a bloody awful story Jessa and I totally understand how you feel. Airbnb does not look after the hosting community very well at all. The responses CX gives to hosts who have issues with theft/damage or vindictive reviews is atrocious. And now they send us these threatening emails if we get two 4 star ratings in a row! Are you kidding me!! 4 stars. What is wrong with 4 stars? Most hotels would be thrilled with 4.
This week I received two emails from ABB. One telling me how fantastic, amazing yada yada, I was as my last five reviews were all 5 stars for overall experience. The second email was a warning message about recent low ratings. (Is ABB schizophrenic?) My last two guests gave me 4 stars for value. Now, I am cheaper than the hotels in my town, especially for groups of 3 or more. I give a free guided tour of our farm which usually takes around an hour. Guests get to hold lambs, feed the sheep, chooks etc. Pet the goats and pigs and ask me all sorts of bizarre questions while doing so. They also get a free light breakfast and snacks and the use of our kitchen ( and very often ingredients from our pantry that they have no problems helping themselves to). I'm pretty sure they are getting a good deal and a great experience. I occasionally get 4 or 3 stars for location too as we are in the country. This is quite clear in my listing (we are a farm), you can see on the map where we are and I get 100% 5 stars for accuracy so..go figure.
The star rating system is a crock and must be removed. It is subjective and I hate it. I also hate how Airbnb is starting to beat hosts with the "recent low ratings" crap. I will be using the feedback option on the dashboard right now.
Jessa I hope you can find a platform that treats you better and recognizes what you do and have to offer guests.
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Lisa
Lisa7 months ago
I agree wholeheartedly Michelle and hope they scrap the star system ASAP. The threatening email is horrible! And like you had just received a congrats, you're doing a great job with5* reviews. The following week? A threat to deactivate my listing as I'd had 2 reviews in a row with one category only listed as a 3. I would hope if enough hosts complain, maybe eventually they will change this practice.
Jessa
Jessa7 months ago
thanks guys, I just got a message from a guest who gave me pan-3s a few weeks back saying he wants to book for a few months and wondering where my listing is. Dutch guest of course. I told him airbnb is threatening to kick me out because of the kind of ratings he gave me and for this I've decided to stop. He'll probably be baffled like crazy thinking he left me a good rating with the 3's. My place and I has flaws and I'm honest about them, but if that's not good enough for airbnb, I've found myself thinking of nothing than airbnb reviews, dreaming about them, not falling asleep over them in the past couple of weeks and with the threats I'm not feeling well in my home, it doesn't feel like home and it's toxic. This is worse than the two singular and dangerous events that happened 1.5 and 9 months ago, I can isolate those as freak events. This is ongoing pressure on the one thing that matters most to me, home. I dont #belong in my home as it is now, so I'll take steps away from airbnb. Maybe I'll return after the PhD (then I have more time to address the issues my listings have) or after they change the current system, but right now its unhealthy.
Jeannette
Jeannette7 months ago
To follow on a comment above, I think Stateside Dutch guests are absolutely fantastic -- my favorites I would have to say -- and cut off a far different cloth than the ones that may be on short trips to Belgium. More tactful, usually delighted with our weather, and speaking slammin' good English. ...
I think they are sometimes, also, more critical of their homeland as great in many ways but "boring" so they are pretty jolly to be doing whatever it is that brings them to my city.
(Same kind of thing I feel applies to the Australian demographic -- the travelers you meet in China for ex. are so different to those in Kuta Beach, Bali.)
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Jessa
Jessa7 months ago
It reminds me of hosts in South Africa, my third or fourth or something like that country of residence - there is something different about guests expectations there and the kinds of guests who travel there. I know a lovely super host with whom I stayed for quiet a while whose shower hose has never worked, take a bath she says, or brave the outdoors shower. The hosts and guests I've met in Israel also have an approach so much more laid back, one host didn't have a key to the front door, nobody myself included ever cared. I've had a guest leave because I couldn't find the room key. When my shower hose broke down and only the bathtub worked the three affected parties slammed me with horrible or mediocre reviews. As for the Belgian-Dutch reviewers who got me in trouble - they just sent me a long kind message apologizing. They went to a b&b after me and only now realized I'd asked half the price the b&b lady had and somehow they'd mixed me up thinking I was also a b&b and asking the same amount. I could alert airbnb on this and maybe have their review removed based on them realizing they mixed stuff up, but right now I'm waiting to see what Mr Chip has to say and taking a breather from airbnbing. If/when I join again I'm really looking forward to hear more from you Jeannette, you're fantastic on these pages!
Jeannette
Jeannette7 months ago
Back at ha Jessa I learn a ton from u :-)
C C
C C7 months ago
Jessa, hate that you are having all this happen!! I too got a threatening email. To me it was a joke. In this room that was supposedly unclean according to stars, the guests even said in their narrative that it was clean. There is a nightstand and a desk in there--no other furniture. They could pass the white glove test; it's pretty easy to wipe them off. Of course the sheets & bedding are clean--that's what we spend our lives doing. Floor's fine, and there is simply nothing else in the room TO BE dirty. Now, if someone left a coffee cup in the kitchen sink at a time I wasn't there to clean it up, and someone thought they'd rate a 3 for stars based on that.... I don't care until it affects my bottom line, and now apparently it does. As for cultural differences, that brings up a fascinating question. Is there such a thing as culture or does every individual person act independent of any other forces in any given situation? And if culture exists, does it matter? To me, culture exists if it's possible to say a group of people is more likely to do...blank...and less likely to do...blank. If Dutch people are more likely than not to consider 3 starts ok and not hurtful, then that is part of Dutch culture. And for anyone who doesn't believe culture exists or that it matters--I challenge you to a week in Memphis.
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Jeannette
Jeannette7 months ago
Ok we need to figure out a strategy on these insane emails
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Jessa
Jessa7 months ago
well at least I can confirm people in high places are reading this thread. Head of Hospitality and Strategy, Head of Hospitality, Head of something else... the first one even has a wikipedia page. I think we're kind off forming a labor union here
Jeannette
Jeannette7 months ago
I think what helps me also get off on a good foot with the Dutch is being able to discuss their men's national soccer team, which I saw play in the World Cup.
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Kelly
Kelly7 months ago
I think Airbnb sending hosts "threat" emails - this is something huge. There should be some article posted somewhere public about this - under the category of - how to fail at your branding.
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Lula
Lula7 months ago
Wait until the 'anti-AirBnB' groups get hold of this information. AirBnB just shoo themselves on the foot. It will backfire big time.
C C
C C7 months ago
I called Airbnb just to tell them not to worry, that I don't really run a pig sty over here and they seemed unmoved. I told them I don't care if 5 people give me zero stars, it's not dirty. They sent me a follow up email on how to clean.
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Jessa
Jessa7 months ago
I'd stay with you just for the name of your listings!
Jeannette
Jeannette7 months ago
re: follow up email on cleaning :: headdesk :: headdesk :: headdesk ::
Lisa
Lisa7 months ago
Ha ha CC. You are hilarious. I think Airbnb need to come and inspect the properties they're sending the threats to. Being a recipient of one of the threat emails, they are welcome to check me out anytime!
Kelly
Kelly7 months ago
Oh my....
Lula
Lula7 months ago
C C, loved your reply. LOL
Erin
Erin7 months ago
CC, I want you as a property manager! How do you feel about going to Puerto Rico?! Lol
C C
C C7 months ago
Lol guys
Lula
Lula7 months ago
C C, Just tried to check your listings, and I couldn't find any. Did you remove them or AirBnB did it? Hope all is ok!
Jeannette
Jeannette7 months ago
I see 7 listings for C C ...
Lula
Lula7 months ago
I can see them now, 7. Thanks!
Judy
Judy7 months ago
Jessa! I'm so sorry to hear that you're in such an unfortunate situation. I just clicked on your page to see what your place looked like and it seems that it has been removed! Did Airbnb remove your listing or did you unlist? I really hope everything works out for you.
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Jessa
Jessa7 months ago
I did, talking to airbnb to stop the madness, won't host before they treat hosts like human beings again.
Alexina
Alexina7 months ago
Jessa: You originally wrote, "I received an automated threat from airbnb they'd deactivate my listing pending on the next review." Airbnb's Director of Hospitality has asked me whether that meant it was from Airbnb, or via the guest. That's telling me that one hand doesn't know what the other hand is doing (what a shock, right?!), so would you be so kind as to send me a copy of whatever you received? That goes for any other host (Rick?) who may have received any "warning" from Airbnb related to stars. Just hover over my photo, and click where it says "Email." I will send it to the appropriate person. Thank you!!!
Jeannette
Jeannette7 months ago
Also Cheyenne.
Jeannette
Jeannette7 months ago
And Lisa.
Lisa
Lisa7 months ago
Alexina, I will happily forward you mine. I use a Lenovo tablet and dropped it and smashed the screen, am having trouble with the hover capability to email you. If you email me at (email hidden) I will forward you the threat email
Lisa
Lisa7 months ago
Ack, those damn filters picked up my long winded attempt to put my e address. Let m try another way. There are no spaces between my first and last name I will use the word 'and' between each word to separate. And I will not use the three letter word at the end but it is the standard 3 letter word that begins with c and ends in m with an o in the middle. Lisa and Ellerbrock at Google and mail and that three letter word. Let me post this and see if that worked.
Jeannette
Jeannette7 months ago
When you hover over a profile photo, Lisa, there is an EMAIL option. Just email the fellow host -- it will actually show your real email and go to the fellow hosts real email.
Lisa
Lisa7 months ago
Cheers Jeanette. But since I dropped my tablet a few weeks ago and shattered the screen, I'm experiencing some lack of function. When I hover, which I struggled with on my tablet to begin with ha, it only gives me an option to go to host profile via Chrome or App. I did manage the screen shot in the end
Alexina
Alexina7 months ago
UPDATE: I have written to Chip Conley, Head of Global Hospitality & Strategy for Airbnb. I explained how, last week, I posted a story entitled "Guests Were Grateful??" in the Anecdotes Community Group, and that my experience touched a raw nerve with experienced hosts all around the world, who shared many similar stories.
He has also read *this* thread, and I believe he understands that we are in danger of losing excellent veteran hosts who are being affected by threatening letters over less-than-5-star reviews, not to mention the feelings of anger and resentment from having gone over and above so many times, only to be disappointed - and then penalized - as an unfortunate result.
He also said that their Director of Hospitality, Laura Hughes, is working on some means for us to better educate our guests on how to be gracious (which will be announced at the Airbnb Open in Paris).
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Lula
Lula7 months ago
Thank you Alexina. There is hope. Some of us are considering alternatives to Airbnb; these are good news. Appreciate your efforts.
Jeannette
Jeannette7 months ago
THANKS ALEXINA for taking the bull by the horns. CHIP: I cannot tell you how many AWOL hosts handle dormant listings, based on my recent trip to Central America (contacted hosts in Nicaragua and Costa Rica, specifically). It's shocking to me that active hosts who take response times, bookings and cleaning seriously are in the crosshairs at AirBNB, based on unfair guests, and not the grossly incompetent hosts who are being allowed willy nilly to pile into AirBNB without screening.
Lisa
Lisa7 months ago
Thank you Alexinia I will be following suit with a letter. I really wish I could I could figure out how to paste the threat email I received so you that haven't received one can see what it looks like. As far as Laura Hughes you reference above and how we are to educate guests on how to be more gracious, I believe the focus should be on guests actually reading our descriptions and house rules. If they don't like what we have to offer, they are free to book elsewhere. For example, I had guests turn up last week that had been touring the highlands and were with me only a few nights. Within 5 minutes of arrival they asked where the washing machine was as they had a few loads to do. In my listing I point it out very clearly that laundry can only be accommodated for stays of 5 nights or longer(not that I need to explain the whys to anyone but i'm a super busy back to back booking host, my waser is constantly washng towels and sheets, in the UK a lot of us don't have dryers so things air dry on racks and there's just n practical way to offer this. My own bedsheets rarely make it on the washing rota. Maybe once a month.) I do not offer washing machine as an amenity on my listing. Once again, this is a case of guest choosing not to read the description. And then amrk me down on accuracy as the wanted a washing machine. I pointed them to a launderette around the corner but they didn't want to pay for washing their clothes. We all have a million of these example and I think we would all be better served on guest education in how to read a listing before booking. The couple I speak of above had a wonderful stay, I didn't get upset when they lost the keys, but they marked me down for accuracy over the laundry and that was 2 in a row so now it's threat time from Airbnb because what I offer very crystal clearly on my listing didn't match their wish list. The email they send is VERY condescending and says make sure you're telling your guests what you offer(everything on my listing!), make sure the photos are of good quality (from your photographer Airbnb and she did a fabulous job!) and a few other condescending things I can't recall just now. The star system is beyond flawed and it's causing far too much strss and anxiety for good hosts that work our tails off for Airbnb.
Lisa
Lisa7 months ago
And I really wish my formatting would stay as formatted rather than than wall of unbroken text that just posted.
Keith
Keith7 months ago
Lisa and all. The formatting is messed. Replies to replies get unwrapped but replies don't. Makes no sense. In any case...rumor has it new groups coming later this year. I'd expect an announcement at the open.
Jeannette
Jeannette7 months ago
Maria and Larry, FYI, you are now on my Wish List (basically, my referral list) for New Jersey given you are such quality peeps. Are you near Princeton, NYC other? (You can email me if you prefer)
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Lula
Lula7 months ago
Thanks Jeanette! we are flattered. We are not close to Princeton, but 50 minutes away. Funny story, another Host in our area advertises he is 20 minutes to Princeton? WTH? He must have a secret route. LOL Just finishing hosting our summer interns and blocked most of our dates for the year. We are exhausted.
Jeannette
Jeannette7 months ago
Ha ha!! I'll recommend you in 2016 I guess :-)
Lula
Lula7 months ago
Ditto, Jeanette, you are on my wish list too.
C C
C C7 months ago
I want to thank Alexina too. Since we can't just quickly post on our phones anymore, it takes me a minute before I can get on my PC. But Jeannette has a good point that some people don't treat this like a business at all, and here we are killing ourselves. I mean, I'm finding it to be almost a 24 hour a day proposition keeping all this going. I hope they start giving us better support as a result of all your good efforts.
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Alexina
Alexina7 months ago
You're very welcome, CC. Please consider sending/forwarding anything Airbnb may have sent to you regarding your "falling stars" (I just made that up), because it appears this latest wonderful feature is currently unknown in other departments. Just hover over my photo, and click on the "Email" link.
Jeannette
Jeannette7 months ago
YeS -- came here to thank Alexina + put her on my Wish List/i.e., referrals to San Fran.
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Alexina
Alexina7 months ago
Wow, Jeannette. You're welcome + thank you!
Kelly
Kelly7 months ago
Could anyone share the full email Airbnb sent to 'threat' hosts with 4 star ratings? I would like to read it myself - before I bring that up to our regional Airbnb employees. Thanks!!
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Lisa
Lisa7 months ago
Hi Kelly, I'm happy to share. I took a screenshot but can't work out how to post it. I am happy to forward but my tablet (post drop and screen shatter) won't do the hover to email host function and takes me right to listing. I'm happy to post the screenshot here if anyone more technology minded than me can tell me how to post it? The only share options I saw were Facebook, Google plus or twitter
Kelly
Kelly7 months ago
Thanks Lisa. Could you copy the text of the email from Airbnb? If screenshot was the only option, I think you can make a new post in this group, and click 'Add Photo' to add the screenshot file - of course if that is not too much hassle. Thanks! My email is (email hidden) - but I think airbnb probably would block it....
Lisa
Lisa7 months ago
Lol, it's blocked your email. I tried to elaborately spell mine out but still was caught out by the filter. Let me try and do the add photo, I really need to get a new laptop as there are lots of limitations on a tablet. Ugh
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Kelly
Kelly7 months ago
jeon/.(email hidden)/ try with without / Let's see if this works...
Kelly
Kelly7 months ago
jeon/.kelly/ this. and later part is the common address
Kelly
Kelly7 months ago
(google email)
Lisa
Lisa7 months ago
I was able to post the screenshot so started a new post titled Kelly, Alexina, Jeanette, et al. The whole email was too big to fit into the screen but the bulk of the content shows.
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Kelly
Kelly7 months ago
Thanks so much!
Nic and Rach
Nic and Rach7 months ago
A very Interesting long thread......OK.. So, I guess there are good things and bad things about hosting with Airbnb it' is whether you Agree or Disagree with the Terms and Conditions ..... It's all stated so there should be no surprises.... as far as star ratings ? -* Is it controllable or uncontrollable by host or Airbnb ? I guess it is in our court to manage it and prevent guests to rate us low...I have no answer for these other than improve your hosting style..and do what is necessary to be rated high by your guests... with so many reviews, you should by know considered a pro in hosting- I have not seen a threatening message from Airbnb ..but I think it is a reminder that you have to upped your game or else face the consequences... and it is the same and holds true with your job, If you slacked then you cracked and if you react then you enact and I can truthfully say that hosting is a big responsibility and if you are into it... then you commit.. what's next.... from Airbnb... I have not experience any of what you guys have experienced ...and that is why I am partly active in hosting ...... why stress when you can choose... to relax and have a great life.... And Jessa I don't know what to tell you.. other than... Good Luck on your PH.D.
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Kelly
Kelly7 months ago
First, Airbnb is not a job - at least Airbnb is not our employer. They are not paying us - we are paying them. Even at your job - your boss should ask you why the recent performances wasn't 100 percent of what you could achieve and how he/she or the company can help you with that - before telling you if you don't deliver a perfect job next time he/she might fire you.
Keith
Keith7 months ago
Nic and each. I admire your courage posting your valid and thoughtful opinion. This thread has been taken over and apparently dissenting views are unwelcome. Its a shame. But just know your not alone. As for Kelly...you have it all wrong. The GUEST is paying BOTH AirBnB and the host. Hosts are the seller...the service provider. While I don't believe the customer is always right, the host isn't either. Your argument seems to be that were paying Airbnb so they have to behave like you want...but you don't have to behave the way the guest wants even though they're paying you? This is hypocracy. I'm not sure if you've been out of the workplace for a while or not but employers don't work that way at all. They give you a performance review and tell you what your doing wrong and what you must do to ficx it (just as many hosts are doing to airbnb--theres no discussion with Airbnb there's simply hosts deciding something is wrong and demanding change) either everybody works together or the one in control calls the shots. Hosts aren't the ones in control of Airbnb or their business model. So if we want change, an air of collaboration will be more effective than pitchforks and richous indignation.
Kelly
Kelly7 months ago
Your argument seems to be that were paying Airbnb so they have to behave like you want? When did I say this? My point was - Airbnb gets paid from the guests AND the hosts. I was all along mentioning what Airbnb should fix - example: their UX so guests can have easier time finding accurate information about the listing, not what guests should behave. Also I am currently working full time, and no one in my workplace act that way. Just because two clients gave not 100% satisfaction, we dont tell our employees to improve or you will ge fired. We first ask the employee what happened. An employee is more important than a 80% satisfied clients. I know Airbnb is not my employer, and at this point there are surplus of listings, guests are paying more to Airbnb than hosts, so I know for them - guests are more important than hosts and I understand that. To satisfy guests, there are things Airbnb needs to do - for both guests and Aitbnb -ex: if they fix the UX so guests can easily check details of the listing, guests will be happier, Airbnb will earn money and keep the high branding, all are good.
Nic and Rach
Nic and Rach7 months ago
@ Keith I totally agree about what you are saying about "change" an effective collaboration of all of us " host " to appeal or sign a petition to make this star ratings to work and to improve in a much more transparent way for both host and guests, using the same method or metrics 5 is a 100% 4 or 4 1/2 is 80-99 % and to me this shouldn't be a deciding factor whether your ratings are low and be threatened or forewarned.. that if you don't improve then your listing will be under scrutiny.. ? 3 or 3 1/2 is 69-79 - if you're consistently rated this low 5x in a row - then I would agree with a reminder message from Airbnb that something is not right and it would be fair but again not a threatening message. 2 - now this is a critical number which they should based it upon and if you are rated this low 5x consecutively.. then, I will agree that a listing be place under suspension or deactivation. That to me is not even standard and that is not what Airbnb is all about. So, yes I am all in for these changes and if we are all able to bring this matter to who ever is in charge and here is where we can start : www.change.org/start-a-petition now, who will lead us ? Alexina ? Jeannete ? Maria ? Lisa. or you Keith ?
Sheryl
Sheryl 7 months ago
NIc and Rach, OMG, someone is a rapper and a rhymer! If you slacked, then you cracked. If you react, then you enact. If you are into it... then you commit! Talk about it! No disrespect, guys. Just tryin' to light up this very heavy thread.
Alexina
Alexina7 months ago
Just a quick update to let other hosts know that for the past few days, I've been e-mailing back and forth with Chip Conley and Laura Hughes, heads of Hospitality, and based here in San Francisco (so more easily accessible). Believe me, they are learning of our displeasure. For example, "Hi Alexina, thanks for adding the threads -- such a rich discussion on the topic and your story I'm sure represents what many hosts go through." Please consider sending your own thoughts and stories.
Nathalie et Claude
Nathalie et Claude7 months ago
I do not agree with you Nic. If a prospect book a 1 star property with 250 horrible reviews, he has the right to do so.
Many reasons : price, location, last minute and no other choice in the budget etc.
I am in the usa at the very moment.
I booked many places with low stars and many bad reviews.
No one on airbnb wich is not enough reliable (no answer, cancellation from host, listing not accurate (place listed for 6 wich can sleep 2 etc).
So we booked hotels with 2 stars and following the reviews which were dirty, unice staff etc.
And guess what , there were very good quality/price, nice staff, cleaned with a very nice bedding where i slept like a baby.
I am happy that these listings exist on booking . Com and hotel . Com because i would have slept in the car without them.
It is not airbnb to decide where i should sleep. It is me only as a customer.
And airbnb does not have enough reliable host to fire those who are doing a real job as some host of this post.
Reply Like 2 replies•2 likes
Keith
Keith7 months ago
I agree that guests should have the option of choice even if the choice isn't a 5 star. It may actually work to the guests advantage... If a hosts ratings slip they'll learn, improve, and lower prices to rehabilitate their reviews. During this phase a guest may get a 5 star experience for a 2 star price. And the host gets an opportunity to show they've improved. Good for everyone.
Nic and Rach
Nic and Rach7 months ago
Hi Natalie... let me think.... You are in NY vacationing.. That's great ! Come visit us here in NC if you get a chance.. Anyway, I don't expect for you to agree with me.. Because you know why ? .. the comments stops LOL I'm kidding.. you know what ? I agree with you about Airbnb is not the only option for accommodations We experienced this when we went to Cabo San Lucas - same way like you experience, no response, place not available.... blah.. blah.. blah...so we ended up staying in a resort/ We also experience this when we went to Vienna. lot's of listings but lack of response and some are even IB so, we stayed out of Vienna and ended up staying in Klosterneuberg And I almost gave up looking for our up coming trip in Paris It took me 28 enquiries to get an accommodation- So, unfortunately we will be staying to the Campanille Hotel which will be the closest hotel a the Parc Dela Villete.. Anyway, my point is and the way I see it looking the big picture where Airbnb is coming from and again don't quote me on this. Airbnb is the company who represent our listings and do you really think that Airbnb will continue to represent a underperform listings where it has a low rating of 1 or 2 and many bad reviews ? But I don't agree of their systems of tracking what listings are performing and what is not and they should not based it on star performance... and it is unacceptable to received such a threatening message like what Lisa's has posted " 2 consecutive less than 4 star accuracy reviews for her listing and if she receives 4 consecutive less than 4 star reviews then her listings could be temporarily deactivated. now that's messed up !!! and we need a resolution to get this resolved.
Nathalie et Claude
Nathalie et Claude7 months ago
I would love to meet you. I am rather far from NYC. I am in Alabama at the moment.
I agree with you about not desactivate listings which are not listed 5 stars.
But i do not agree to desactivate lows stars listings. Keith dißd a good resume. You can put them in the bottom list. You can put stars search criteria etc but desactivate real listings like those of Lisa and Lisa which are big income providers to airbnb is nonsense (even if they were rated 1 star).
They should chase false listings instead like Janette said once. They keep 5 stars listing no longer updated or available but fire real hosts with 2, 3 or 4 stars.
Airbnb should remind that for having reviews, they must first have real host doing a real job. Not amazing only 5 stars listing with nothing behind.
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Drew
Drew6 months ago
This thread sickens me on so many levels. Hosts have been marginalized and treated like chattel for far too long. This nonsense of threatening letters cements the prevailing culture at airbnb - Hosts are secondary citizens in this 'community.' Despite the gaudy valuation, airbnb will be a failure in the end.
Reply Like 1 reply
Kelly
Kelly6 months ago
It is almost questionable that they even consider hosts are part of their community. ...
Deborah
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Jessa shared in June 2015:
Trashed for not serving breakfast
A couple who stayed last week just wrote a 2 star review and then a text message scandalizing over me not being there in the morning to serve breakfast. They stayed one night and were super happy and friendly on their first day. Now they left me a review and a long message telling me they were extremely disappointed I hadn't made them breakfast at my air- bnb. How do I best respond without sounding defensive? Every now and then there are guests who think that airbnbs are b&bs because of the name, and these guys felt as if I'd abandoned them in the morning saying they walked around looking for me because it was breakfast time and that they were really disappointed I didn't show up to cook for them. Any chance to have this review removed? It's not my fault airbnb has the bnb in it, but then again airbnb allows for the nastiest revenge reviews out there so it's best not to even bother have someone feign compassion telling me reviews are subjective. This is such a clear case of airbnb failing to tell new guests what airbnb is and I'm sick and tired of hand-holding people through the booking process or treating them like little children and presenting myself like a crazy cat lady to make sure they read the description and know of my cats and their station in the hallway. I had no idea until this morning these guys thought they'd booked a b&b, sure I'd be disappointed if a b&b host didn't serve breakfast and was absent for no reason too... I'm really on the verge of quitting. I've done more hand-holding and explaining and bag carrying and waiting for hours for really late guests who then give 3 stars on arrival bc I went out 5min to get a sandwich next door and hotel-stuff the past two months than I had the past two years! Oh and wonderful, just got an update, after their pan-2 star review I received an automated threat from airbnb they'd deactivate my listing pending on the next review. It's a dirt cheap room with a 4.5 average, in a region were, due to the Dutch mentality of not giving anything full marks, the regional average is at 56% which I'm spot on or over with all my listings. Dutch and Flemish travelers are very conservative in ratings, in school and university they learn that no teacher ever gives 20/20 and that the highest possible grade is 18/20. A 5 star review from a Dutch speaking guest is a seal of honor basically. I really don't know what airbnb is getting at with these stupid threats but they'll either have hosts in Belgium not accepting any Dutch or Flemish guests or they'll lose their larger stock of active hosts this way!
Reply 1:
I'd contact Airbnb and ask to have the review removed because its factually inaccurate.
If they won't reply that breakfast isn't included and your listing gives no impression that itnwould be.
Reply 2:
'inaccurate' doesn't violate Airbnb's review policy. Airbnb is pushing 'community' and 'feel' - they respect individual's perspectives.... meaning GUEST's perspectives.
Jessa:
thing is airbnb doesn't remove anything. I had a guest give me pan 1's and 2's because I wouldn't let them stay on for free for extra nights, at airbnb they just pretended to understand bla bla. Right now my options are either stopping to host Dutch speaking guests entirely (they make up 50% of guests and I know hosts in the region who decline most Dutch requests) or make airbnb step down on their ridiculous bullying of hosts. There is no way I will get Dutch and Dutch-Belgian guests to review me higher than 4 unless they're exceptionally happy. Here, a 13 on 20 is high enough for a master student to do a PhD, I had 14/20 and graduated top 5 of my class... if I get 4/5 from Dutch speaking hosts I'm doing a really good job, if I get 3s, I'm good. I've accepted that I need to knock off a point to compare Dutch reviews with anglosaxon, German or Scandinavian ratings, it's a no nonsense non conflated culture and that was fine until airbnb started threatening with deactivation if I dont get only 4s and 5s, that means I cant take Dutch guests anymore or get kicked out. It's ridiculous. I don't have the infrastructure to excel with Dutch guests. This is just completely demotivating. Another review came in today, 3 on accuracy because of my cats, the boy had forgotten that his girlfriend was allergic, said it wasn't my fault, well it reflected on accuracy for sure.. now the next Dutch guest to review that room will probably have me get a suspension warning again. There's a lot of really new clueless guests travelling this summer :/ I'm really on the verge of quitting right now, if they keep this up they won't have any Belgian listings left, minus the Brussels ones catering to the EU crowd and the b&bs.
Reply 4:
I'm so sorry you're going through this. I agree its very unfair that Airbnb won't remove any reviews unless they use bad language or are what they deem "defamatory".If something that is clearly evident in your listing is complained about, the review should be removed,IMO. I also think it's ridiculous that host's responses to reviews can't be seen on the mobile app.So many people use the app & that would be a simple thing to fix. I have problems w/ people not reading the listing all the time.I feel like a broken record repeating things in my correspondence back & forth w/ them before booking to make sure they understand what I'm offering. I learned the hard way w/ one of my first bookings that its better than ending up w/ unhappy guests.But there's only so much we can do as hosts. We aren't mind readers that can tell what unreasonable expectations a certain guest may have.I do think you should call Airbnb to make them aware of the reason behind the low star rating, so maybe they can at least remove the threat of your listings being removed. That's just ridiculous to me. You have a ton of very good reviews. How can they allow 1 or 2 unfavorable reviews outweigh so many good ones?!
Reply 5:
It seems to me that if breakfast is it included, & that is the review issue, Airbnb would remove the review as Keith has suggested. I've never heard of the removal threat you mention-- I have received an " exclamation point" warning about my location ratings from guests ( like I could do anything about that!). unfortunately, European inns & B&B's have a culture of providing breakfasts, so it is expected, whether or not it's listed. I always provide hot water for coffee & tea (no biggie) & those little individual Melita cones & filters for a quick & easy coffee without the waste of making a whole pot. A few breakfast bars, some instant oatmeal, & a yogurt cup & voila, you have breakfast without the need of you having to be there & cook. Toast & jam self serve--same thing. It may not be to their liking, but they can't say that there's no breakfast!!
Reply 6:
I provide keurig coffee and teas. And cereal and oatmeal cups. About 20% of guests eat and maybe 60% have coffee but all appreciate it being available. In the worst case (I've had guests eat cereal 3 meals a day or have a few bowls for breakfast and several coffees). It costs me at most $5 and there's no muss or fuss or cleanup I have to do. So on average providing coffee and breakfast
REply 7:
So on average providing coffee and breakfast (and some juice and milk) costs me about $1.50 per guest. Its built into the pricing and its one less thing for people to complain about and one more to make them happy.
Reply 8:
I provide coffee and tea on self serve basis, I'm not sure I'm even allowed to put out cereals etc since by providing breakfast I'd fall into a completely different tax and control bracket, I'd have to be a registered business with a kitchen license... maybe if they make their own breakfast with my material it will be in a legal grey area. Since implementing this dashboard change, 3 consecutive ratings on something (could even be location I think!!) lower than 4 stars can suspend your listing. It's terror. I've got to stop taking Dutch guests or do significant upgrades such as a 2nd bathroom if I'm not to be kicked out. I also got two really sweet 5 star reviews this morning by great guests, but the stress of someone judging you with a 3... I simply can't take any more Dutch guests if this is how airbnb wants to play. The ridiculous thing is also, on the app, the description for 4 stars translates to "excellent" in English. If I don't think the place is excellent but I liked the place, yeah a 3 makes good sense to me if I'm a guest who doesn't know what this does to a host, like the girl yesterday who was really friendly and wanted to come back next time, she must have seen the excellent label on the 4 and decided to go for the 3, which in Dutch reasoning is good. (In school it's a 12/20 = 3/5 and that's marked as good). Shall I discriminate against Dutch people simply because they dont conflate reviews until airbnb stops this terror, or shall I turn this into a b&b and invest in upgrading the facilities (in other words kill the 360 year old charm of the place)? Upgrading makes no sense from a financial perspective because the market here is completely cut off at 40 euro. I've my own bedroom listed at 40 but it's barely booked, whilst Sunny at 31 euro is booked at 90%... Sorry I'm venting but it's such a punch to the stomach from airbnb... yeah this place is not perfect, I'm trying to finalize a PhD here and I've no time or money to be at a bed and breakfast level, it's a place with a lot of history, nice design and chill people but it's not more than that and it never will be, it's not the direction I'm taking this place at this moment in time.
Reply 9:
Check the laws...I'm guessing providing breakfast items but not serving or cooking would be OK. People aren't expecting bacon and a hand made omelette.
Reply 10:
oh I had one guy send me his dietary requirements for breakfasts including smoked meat (non pork), bacon, chicken filet, sunny side eggs and danish pastry and absolutely no cheese. I fought really hard to have him cancelled without penalty. The cancellation notice was removed but the calendar was blocked, his message was disgusting...
Rep;y 11:
You can manage guest expectations by sending them a reminder at booking that 1- they are renting a room in a private home and 2 - breakfast is not included.
You cold alternatively, offer breakfast consisting of coffee/tea, cereal & milk, toast & jelly.
Reply 12:
I'm not allowed to serve breakfast though... if one guest reports me to authorities for that, I'd be facing a lawsuit and thousands of euros in fees. I need to check if I'm allowed to leave self-serving breakfast in the fridge. Coffe&tea is included already. This summer has been a big wave of guests clueless to what airbnb is... sorry for venting, just need to sometimes!
Reply 13:
Jessa, this is what I have been trying to convey to people in the Forum for weeks. I have been rebuffed with the: they "dont't care about stars." It is not a matter of caring to be SH or not. If guests continue giving us 4 or 3 stars we will receive the "threatening" advice from AirBnB. I received a warning that I have to improve in one of my listings (I received two 4 Stars in a row), if I receive a 3 Stars, I could receive your advice about an impending suspension....and I am already a SH. Good grief, we must get together and stop this insanity.
BTW, AirBnB can remove a Review. They did it for me, it took a couple of weeks. I had to escalate the matter, don't accept it from the CS answering the phone, I was referred to a Supervisor.
Reply 14:
Could you explain a little more about how you removed a review, and what was it about? One time, Airbnb removed my review cause the guest was attacking Airbnb more than my listing itself, and I know another case with a host I know - the review was bad but also pretty accurate and at the end of the review the guest attacked host's personal life (like oh this host might have slept around, something like that), Airbnb removed it.
Reply 15:
Kelly, it was a Review as a guest (myself) as the place where we stayed in the West Coast was subject of an investigation and a picture and link to their AirBnB description was posted in a newspaper. For "safety" reasons, we did not want our Review to be visible to everybody reading that newspaper article. It took a while, but AirBnB did it. It depend on the circumstances.
Reply 16:
I am upset along with you, Jessa, regarding the "threat" from Airbnb. That is just so inappropriate. I encourage you to take the approach Maria recommends, to really stick with this until you get the review removed.
We are seeing too much of these vindictive ratings, and I didnt' realize Airbnb would actually threaten to remove a listing over such things. I think we as hosts need to raise an outcry over this, because this results in us being victimized twice -- first by the host, then by Airbnb with the threat. I am doubly angered about the star rating system, which I strongly believe is having serious problems in this regard, and should be gotten rid of. It's corrupted.
If any given host sees a pattern among the kind of people who tend to leave low star ratings and/or negative reviews, I think it makes sense to avoid taking those kinds of people in the first place.
Reply 17:
I mean, "First by the guest, then by Airbnb with the threat."
Reply 18:
please speak to airbnb about their new system of threats, everyone affected by it! I wake up to a punch in the stomach and next email I check it's a blow to the head! I can't deny a strong pattern with Dutch guests and I didn't care about it before these airbnb threats because at large they're very pleasant, just critical... but yeah, no more Dutch guests until airbnb stops this stupid thing I guess....
Reply 19:
Bonjour , i do not understand the threatening to desactivate listings. You have 192 reviews. It means that thanks to you, they earn plenty of money. They should thank you warmly instead. For the review, try to ask them (it does not cost anything to try). I did not find the review you are talking about. Is the negative review was private or public? At generally speaking, you may consider to host duch people with another website. If airbnb is stupid enough to threaten you to desactivate your listing, other websites will be very happy to welcome you. You can keep airbnb for other nationalities.
Reply 20:
what other websites would you recommend?
Reply 21:
Deborah -- I agree completely!! Airbnb is saying they want a community, and all that - but these days I feel like this community doesn't include hosts - at least as a regular member. We are a catering servers, and Airbnb is a star performer, and guests are enjoying the party....
Reply 22:
I spoke to airbnb and they gave the same respone about not changing reviews... I guess I could keep pushing on this and maybe something would happen but not sure it's worth it. I do find it incredibly hostile of airbnb to be threatening with deactivation and maria and Larry and rick and other hosts with warning triangles hovering over specific areas, please talk to airbnb about this, it's creating unnecessary stress for everyone and it's not like guests can't draw their own conclusions based on stars and reviews anyway... as for me saying well as long as there is this threat of deactivating listings I'll consider refusing Dutch and Belgian-Dutch guests because they have a very different standard on rating than Anglosaxon/German/Scandinavian guests do, they were just "it's up to hosts to decide who to accept" I find it somewhat racist to be refusing Dutch guests from now on but airbnb seems to disagree...
Reply 23:
It sounds like the review is libelous. If its factually inaccurate and was left in retaliation Airbnb could bebliable for any lost revenue should they keep it on there. Sadly this threat may not scare them...they believe hosts need them more than they need hosts but I'd try using the word libel to get the attention of a supervisor.
Reply 24:
used that word when the Spanish women trashed me for kicking them out hours after their booking ended and not letting them stay free nights... and airbnb knew about it at the time since I had a Spanish speaking CS agent try to get them out of there... didn't help reviews are subjective and all that nonsense. Airbnb needs competitors in my opinion, they have a near monopoly as it stands now and that's not healthy.
Reply 25:
If I remember correctly, Flipkey sent me an email regarding their new feature which allows owners to list private room. If you are interested I can email it to you.
Reply 26:
This is the response I'm at after cooling down for 5 hours, probably too defensive but I can't take more edge off it... can't believe I spent 5 hours stressed out and upset when I should have been working on my PhD instead! Hope enough hosts complain about the rating madness that's been going on recently:
this is not a b&b, I believe you didn't familiarize yourself with the concept of airbnb prior to booking. The few b&bs on airbnb need special licensing hence I do not offer breakfast and have never claimed to do so. Please read my listing. My place is not up to the standards of a b&b, I do not pretend that they are, this is a much simpler set up. I'm sorry you didn't take the time to explore the concept of airbnb and read through my listing as this would have made you understand this. In the future if you stay at an airbnb and are surprised by something, please contact the host. I had no idea you were expecting breakfast and found yourselves searching for a missing b&b host in the morning.
Reply 27:
If this is a private message that's perfect if this will be your public response you'll sound angry and may turn off future guests.
Reply 28:
maybe I want to turn off a certain clientele? The guests I don't want are those expecting breakfast, hating on cats and expecting luxury (they had a long rant on the cats being unhygenic in the private feedback, eventhough I spell crazy cat lady over every message I send people)... there's quiet a few people I want to turn away so a response that accomplishes that would be great...
Reply 29:
I get your point but you'll turn off the wrong clientele.. rude people probably don't care if you're rude, but nice people probably do. Meanwhile.. your listing says "two wonderful cats" and even has pictures of them (they do look wonderful). I'm still advocating having the review removed on the basis of libel.
Reply 30:
that's a good point. I've written to airbnb as well... see if I get anywhere with libel/defamation or not.
Reply 31:
Oh I feel the same as you. Do you remember me posting last week about the new threat letter I received last week(consequently right after 2 back t back Dutch guests. You had posted some advice in that one thread and sounds like you've now received the same threat email and it absolutely does feel like a punch in the stomach doesn't it! I was RAGING when I read it, the wording is quite strong i thought! So many guests don't read, nor adhere to listing details despite emailinfg and verbally covering and then go on to mark you less than a 5* experience at the Ritz(for €30 night!) when they didn't educate themselves or take any responsibility.
You clearly don't offer breakfst and it was presumptous of your guests to just assume you did. It reminds me of a lady I hosted for 4 days awhile back. She turned up with a dodgy tummy, had diarreah the entire stay, wouldn't use the toilet brush after herself, and then marked me down on cleanliness because I wasn't there to clean the toilet after every time she went. As it was I was cleaning the toilet 3 times a day during her stay as when I'd get home I'd find the pristine white toilet in a not so pristine, and quite disgusting state. It was absolutely minging and I was happy to see her check out. Lol.
Stay strong miss! Hopefully they'll get rid of the threatening crap.
Reply 32:
Thanks! Yeah when I saw your post I could hardly believe my eyes and I thought airbnb is testing out something pretty dodgy that I'm sure they'll scrap right along... It's funny how the dirtiest guests leave the least for cleanliness and the cheapest ones the least for value! I went along with airbnbs pricing tool for a little while, lowering prices on sunny room to as low as 25 euro night (27usd!) I got a warning flag for value and none of the guests who stayed at 25e gave me 5 stars, even got a 3 stars... when I had a ridiculously high price based on airbnb recommendation, I got 5 on value! Ratings are culture based and highly subjective and quiet a few written in vendetta, rather than looking into that airbnb is going the other way. Now here I am having to discriminate based on nationality because I can't afford not to. Crossing my fingers for a plethora of hosts complaining about the stress caused by this new threat system.
Reply 33:
Thank you for that insight. I kept reminding myself not to devalue my place so as not to attract the wrong crowd.
Reply 34:
This is EXACTLY what I was talking about in Anecdote when I posted Guests Are Grateful? and received about 60 comments, filled with similar, personal stories. Several guests suggested that Airbnb should see this, and I agree. Chip is going to hear about this!
Reply 35:
who is Chip? If Chip is the founder, all of you traveling to Paris let it be heard that we're feeling terrorized by the review system as it currently stands. Just spoke with a Harvard Law friend of mine, he said they scrapped rating students (other than pass/fail/distinction) in his third year because too many students were having mental breakdowns. I'm for ratings and reviews but I think airbnb needs to factor in culture, revenge, update what constitutes libel and slander etc. and stop this pressuring hosts madness.
Reply 36:
Chip is not a cofounder. He's the VP of Hospitality. People go to him because he's one who many SF hosts have his personal @airbnb email address and he generally is the most responsive.. however, he can't always do more than forward an email to the responsible party. Some have had discussions with him about the rating system. My impression is that they're experimenting with ideas to see what works... but a system built on trust and reviews needs both trust and reviews.. but also the reviews need to be trustworthy. That means a glowing review of a bad host shouldn't stand any more than a bad review of a glowing host should. I've never heard a host posting "I was a terrible host but I got a great review, should I ask to have it removed?" (although that doesn't seem to be the case here). I'm pretty sure there will be discussion of this issue at the Open. and until then Alexina's personal connection with Chip may help start the ball moving.
Reply 37:
Thanks and wonderful that you're taking this up with Mr Chip ^^ guests can make adult decisions based on description, ratings and reviews and this added pressure isn't helping
Reply 38:
Now. Could we all do something before the Open in November?
Reply 39:
I think every host who feels stressed out about these threats should voice their opinion. There is a feedback button right under the new dashboard thing. Prospective guests can see what our strengths and weaknesses are by reading our description, reviews and ratings and if they are too lazy to do research, airbnb shouldn't put them up with us in the first place - but that seems to be what they so ironically are trying to do - form standardized packages guests can just click their way to without having to do any research whatsoever, a.k.a welcome to Marriott/Hilton, sorry I mean Airbnb.
Repy 40:
I already sent , weeks ago, feedback about their Dashboard: Terrible statistics and low moral with their so called remarks for "improvement." Heard nothing back.
Reply 41:
start venting on Facebook and Twitter Airbnb pages. Supposedly it gets a pretty swift response
Reply 42:
Airbnb's excuse for that statistics was - oh some hosts wanted to really improve and want all 5 stars, so we came up with this section. --- in fact I feel like they wanted hosts to offer over the top service, so "they" can be better. When they talk about hospitality, do they think we are not someone Airbnb also need to 'host'? After all we are not their employees, we are users = customers = clients = and the source of their income.
Reply 43:
will do! I think what we are seeing is also a move to erase conflict. A few months ago keypads on doors would have been unthinkable for me because they're impersonal and I want to know who lives with me but here I am shopping for such things because I'm slammed with a bad arrivals review if a guest with a three hour delay has to wait 10min for me. I'm seeing my airbnb as a separate business entity and not a part of my home now because that is how my guests these days see it and otherwise critique would demoralize me. Guests make three clicks on their computers and think they know what product to expect. What made airbnb succeed in the first place is personality and peer-to-peer relations. These harbor the possibility of conflict (a lot of conflict!) and pushing for the same standards globally (impossible due to culture hence they're really on the wrong track here) minimizes risk of conflict but it also irons out personality and individuality, the very thing that made airbnb what it is. We're part of the largest hotel empire the world has ever seen, not a quirky room-broker/market place were crazy/funny/adventurous people who push the legal system (we were practically illegal on half the planet just 12 months ago!!!) can meet and decide if spending the night together is a good thing or not, together challenging previous conceptions of hotellerie, capitalism and even the state. Couchsurfing came and went, airbnb has to watch out at some point. Maybe what we really need is a rouge hippie-libertarian communue-esque competitor, monopolies are never good. I'm really proud to be a part of the airbnb family and I'm happy help is a phone call away and that I can actually call the police now if something bad happens (I couldn't a year ago, politicians had declared airbnb illegal) But I won't provide a standardized service. I have my edges and my home has even more but I really hope to call airbnb home in the future.
Reply 44:
Did you take off your listing ...I can't see it, which is a worry. I can see the reviews. Of course the short Dutch review wouldn't have been considered a negative for many people as they can't read Dutch! Just remember that if you write a negative response, it's drawing other guests' attention to a negative review that otherwise may have been in a language they didn't understand anyway. : ) I really feel for you, this was a horrible experience and I can totally understand how upset you are. I hope it gets better for you...
Reply 45:
I understand she is upset about her experience with the Dutch guests, but I do believe we should not generalize about the people of an entire country like that. Just to counteract her experience, I received this email from Airbnb yesterday:
Hi ----
Your guests are loving what you’re doing! You’ve gotten five 5-star reviews in a row. It takes a lot of work to make such a great impression on travellers, and you’re doing it consistently. Thanks for being a conscientious and welcoming host.
Keep up the fantastic work!
The Airbnb Team
And one of the last 5 included in that statistic was Dutch.
Reply 46:
I've received the same email you referenced above. I've also received the threatening one to deactivate listing for receiving less than 5's in a row. It's horrible! I've taken a screen shot of it but can't work out how to paste it on this page so everyone can see what it looks like. It's very upsetting and I immediately wanted to pull my listing and go elsewhere. As hosts, we work our tails off to please guests. So many don't read the listing or rules, and if you're unlucky enough to receive 2 guests in a row that haven't read the listings or experience things that aren't to their liking(cold weather, too many this, not enough of that etc) we are all subject to being put under the Airbnb threat of deactivating listing. It's a lot of pressure and sooo demotivating. All they have to do is scrap the star system and use the written reviews and everyone can go back to the community mentality. I was recently looking for a place to stay at the end of August, found a lush looking listing and went to read the reviews. There were 2 recent ones that were from the same family, but different bookings(each family booking their own rooms here). They have a 1* rating and completely lambasted the hotel and staff for their packed lunch containing sandwiches and fruit. Seems her young Son is allergic to nearly every food group out there and she accused them of trying to kill her Son with sandwiches and fruit. It was very long winded, full of complaints and threats to sue etc. Any one with half a brain reading it would see how unreasonable both she and her other family member(who also accused them of trying to poison her nephew). If someone has that many food allergies and it were my child, I'd make sure I packed their food to keep them safe! My point being, they have nothing but glowing reviews with the exception of these 2 back to back from the same family but on different bookings. If this had happened on the new Airbnb system, they'd also have received the threat to deactivate, when they've gotten nothing but glowing reviews other than these two. Fortunately they're not on Airbnb so are probably safe from the threat.
Reply 47:
thanks for sharing. What is this other website you are talking about ?
Reply 48:
it was Laterooms or booking.com. I was looking for a self catering cottage on Airbnb in the area but couldn't contact the 2 hosts prior to booking(temporary Airbnb bug that was listed on another thread) so I had to go with a hotel. I did in fact book the hotel I reference above, it looks fab even though I wanted self catering property, it will do the trick for a few days.
Reply 49:
I do not want to discriminate based on nationality, it's immoral. But I've hosted hundreds of Dutch people and 5 stars from a Dutch person is something really special and that was fine until the threats started. I cant operate under threat from airbnb which is why I've stopped using the site.
Reply 50:
Oh my gosh.....what a dreadful tale this is.
How hard would it be to make coffee and tea available....and some "snacks", such as a bowl of fruit, some fresh muffins or bagels. You don't have to call it breakfast....you can call it "healthy snacks for morning or mid day", then make it very clear in your listing that you do not COOK breakfast, nor do you PROVIDE breakfast, but you do have some "healthy snacks". Would that work for ya?
Reply 51:
I don't think that would solve this particular problem. The issue is not that being fed by hosts is an essential thing that guests need - especially in a dense European city with an abundance of nearby options. Rather, the problem is that guests arrive with ill-informed expectations and are disappointed that they're not met. If you offer "healthy snacks," you can still get a negative comment when they're not to the guests' taste. I generally don't think that hosts who aren't inclined toward food service should offer it at all, but I do agree that tea/coffee are pretty close to essential.
Reply 52:
spot on. It isn't a breakfast issue. It's the fact that some guests turn up with certain expectations (like breakfast) when it's clearly not offered in the description. Or when they turn up surprised that you live there. Or surprised that they can't bring 6 people when they've booked for one. The list is endless as we all know. Despite having all of this listed in our listings, emails prior to, certain guests turn up with expectations of things that were in their heads on their wish lists. And then give a host a seriously low star rating for an unmet expectation when the host has gone over and above and delivered everything that was promised. Then to go on to receive the threat from Airbnb, of which I received one last week. It made me want to chuck in hosting on Airbnb too. As the prior week I'd received the email about how fabulous I am with consecutive 5* reviews. It's a bullsh*t thing to do to their hosts. Most of us bend over backwards for our guests and to receive a low star and subsequent threat from Airbnb to suspend our listing? I'm not playing in that sandbox.
Reply 53:
Thanks for sharing your story. I have similar concerns about Airbnb. Do you think you can share the full email 'threat' from Airbnb? Thanks!
Reply 54:
Thanks everyone, I decided to quit airbnb. Last night I noticed some items missing. Remember this when you have multiple guests and one blows up the kitchen and you don't know which one it was: airbnb protection won't cover. At least that is what I learnt when someone tore a vintage poster and I couldn't say which guest. So some stuff is gone and I know it's not even worth bothering telling CS. The stuff that happened to me through airbnb when the site was still illegal/semi legal in this country and I kept my mouth shut afraid the press/politicians would otherwise use it against airbnb - and now theyre threatening with deactivation over me not serving breakfast, I've been loyal long enough. I didn't know booking.com took in regular homes? Might consider that, or build my own competitor site with a focus on Africa, the continent airbnb makes one huge mistake not taking seriously.
Reply 55:
So sorry to hear that, but I do understand. Please do keep your profile active in case you decide to relist. As far as booking.com I'm not aware of them doing home stays but they might. I had to use it for hotel booking after I was unable to contact the 2 hosts on Airbnb last weekend due to what I found out later was a system glitch. I wanted to make an enquiry to both but it was IB or nothing. So that's where I reference booking.com above as I needed to book and since I couldn't contact either host had to use a hotel site.
Reply 56:
Try Flipkey. They recently send me an email announcing a new feature where owners can list private room.
Reply 57:
All the best.... After nearly 200 guests, you surely deserve a break! I, too, hope that you will simply hide your listing from view for a while as you rest, recover and reconsider your approach to hosting. Unfortunately, despite many good experiences, it's the tough ones that can really kick us in the a-- and leave us feeling defeated. You are obviously doing something right or you would not have had the longevity you've accomplished. I hope that your knowledge of the business and some good memories will guide you onto a positive new path.
Reply 58:
Thanks , appreciate your words!
Reply 59:
This is a bloody awful story and I totally understand how you feel. Airbnb does not look after the hosting community very well at all. The responses CX gives to hosts who have issues with theft/damage or vindictive reviews is atrocious. And now they send us these threatening emails if we get two 4 star ratings in a row! Are you kidding me!! 4 stars. What is wrong with 4 stars? Most hotels would be thrilled with 4.
This week I received two emails from ABB. One telling me how fantastic, amazing yada yada, I was as my last five reviews were all 5 stars for overall experience. The second email was a warning message about recent low ratings. (Is ABB schizophrenic?) My last two guests gave me 4 stars for value. Now, I am cheaper than the hotels in my town, especially for groups of 3 or more. I give a free guided tour of our farm which usually takes around an hour. Guests get to hold lambs, feed the sheep, chooks etc. Pet the goats and pigs and ask me all sorts of bizarre questions while doing so. They also get a free light breakfast and snacks and the use of our kitchen ( and very often ingredients from our pantry that they have no problems helping themselves to). I'm pretty sure they are getting a good deal and a great experience. I occasionally get 4 or 3 stars for location too as we are in the country. This is quite clear in my listing (we are a farm), you can see on the map where we are and I get 100% 5 stars for accuracy so..go figure.
The star rating system is a crock and must be removed. It is subjective and I hate it. I also hate how Airbnb is starting to beat hosts with the "recent low ratings" crap. I will be using the feedback option on the dashboard right now.
I hope you can find a platform that treats you better and recognizes what you do and have to offer guests.
Reply 60:
I agree wholeheartedly Michelle and hope they scrap the star system ASAP. The threatening email is horrible! And like you had just received a congrats, you're doing a great job with5* reviews. The following week? A threat to deactivate my listing as I'd had 2 reviews in a row with one category only listed as a 3. I would hope if enough hosts complain, maybe eventually they will change this practice.
Reply 61:
thanks guys, I just got a message from a guest who gave me pan-3s a few weeks back saying he wants to book for a few months and wondering where my listing is. Dutch guest of course. I told him airbnb is threatening to kick me out because of the kind of ratings he gave me and for this I've decided to stop. He'll probably be baffled like crazy thinking he left me a good rating with the 3's. My place and I has flaws and I'm honest about them, but if that's not good enough for airbnb, I've found myself thinking of nothing than airbnb reviews, dreaming about them, not falling asleep over them in the past couple of weeks and with the threats I'm not feeling well in my home, it doesn't feel like home and it's toxic. This is worse than the two singular and dangerous events that happened 1.5 and 9 months ago, I can isolate those as freak events. This is ongoing pressure on the one thing that matters most to me, home. I dont #belong in my home as it is now, so I'll take steps away from airbnb. Maybe I'll return after the PhD (then I have more time to address the issues my listings have) or after they change the current system, but right now its unhealthy.
Reply 62:
To follow on a comment above, I think Stateside Dutch guests are absolutely fantastic -- my favorites I would have to say -- and cut off a far different cloth than the ones that may be on short trips to Belgium. More tactful, usually delighted with our weather, and speaking slammin' good English. ...
I think they are sometimes, also, more critical of their homeland as great in many ways but "boring" so they are pretty jolly to be doing whatever it is that brings them to my city.
(Same kind of thing I feel applies to the Australian demographic -- the travelers you meet in China for ex. are so different to those in Kuta Beach, Bali.)
Reply 63:
It reminds me of hosts in South Africa, my third or fourth or something like that country of residence - there is something different about guests expectations there and the kinds of guests who travel there. I know a lovely super host with whom I stayed for quiet a while whose shower hose has never worked, take a bath she says, or brave the outdoors shower. The hosts and guests I've met in Israel also have an approach so much more laid back, one host didn't have a key to the front door, nobody myself included ever cared. I've had a guest leave because I couldn't find the room key. When my shower hose broke down and only the bathtub worked the three affected parties slammed me with horrible or mediocre reviews. As for the Belgian-Dutch reviewers who got me in trouble - they just sent me a long kind message apologizing. They went to a b&b after me and only now realized I'd asked half the price the b&b lady had and somehow they'd mixed me up thinking I was also a b&b and asking the same amount. I could alert airbnb on this and maybe have their review removed based on them realizing they mixed stuff up, but right now I'm waiting to see what Mr Chip has to say and taking a breather from airbnbing. If/when I join again I'm really looking forward to hear more from you , you're fantastic on these pages!
Reply 64:
Back at ya I learn a ton from u :-)
Reply 65:
I hate that you are having all this happen!! I too got a threatening email. To me it was a joke. In this room that was supposedly unclean according to stars, the guests even said in their narrative that it was clean. There is a nightstand and a desk in there--no other furniture. They could pass the white glove test; it's pretty easy to wipe them off. Of course the sheets & bedding are clean--that's what we spend our lives doing. Floor's fine, and there is simply nothing else in the room TO BE dirty. Now, if someone left a coffee cup in the kitchen sink at a time I wasn't there to clean it up, and someone thought they'd rate a 3 for stars based on that.... I don't care until it affects my bottom line, and now apparently it does. As for cultural differences, that brings up a fascinating question. Is there such a thing as culture or does every individual person act independent of any other forces in any given situation? And if culture exists, does it matter? To me, culture exists if it's possible to say a group of people is more likely to do...blank...and less likely to do...blank. If Dutch people are more likely than not to consider 3 starts ok and not hurtful, then that is part of Dutch culture. And for anyone who doesn't believe culture exists or that it matters--I challenge you to a week in Memphis.
Reply 66:
Ok we need to figure out a strategy on these insane emails
Reply 67:
well at least I can confirm people in high places are reading this thread. Head of Hospitality and Strategy, Head of Hospitality, Head of something else... the first one even has a wikipedia page. I think we're kind off forming a labor union here
Reply 68:
I think what helps me also get off on a good foot with the Dutch is being able to discuss their men's national soccer team, which I saw play in the World Cup.
Reply 69:
I think Airbnb sending hosts "threat" emails - this is something huge. There should be some article posted somewhere public about this - under the category of - how to fail at your branding.
Reply 70
Wait until the 'anti-AirBnB' groups get hold of this information. AirBnB just shoo themselves on the foot. It will backfire big time.
Reply 71:
I called Airbnb just to tell them not to worry, that I don't really run a pig sty over here and they seemed unmoved. I told them I don't care if 5 people give me zero stars, it's not dirty. They sent me a follow up email on how to clean.
Reply 72:
I'd stay with you just for the name of your listings!
Reply 73:
re: follow up email on cleaning :: headdesk :: headdesk :: headdesk ::
Reply 74:
Ha ha. You are hilarious. I think Airbnb need to come and inspect the properties they're sending the threats to. Being a recipient of one of the threat emails, they are welcome to check me out anytime!
Reply 75:
Oh my....
Reply 76:
loved your reply. LOL
Reply 77:
I want you as a property manager! How do you feel about going to Puerto Rico?! Lol
Reply 78:
Lol guys
Reply 79:
CJust tried to check your listings, and I couldn't find any. Did you remove them or AirBnB did it? Hope all is ok!
REply 80:
I went and found 7 listings for C C ...
Reply 81:
I can see them now, 7. Thanks!
Reply 82:
I'm so sorry to hear that you're in such an unfortunate situation. I just clicked on your page to see what your place looked like and it seems that it has been removed! Did Airbnb remove your listing or did you unlist? I really hope everything works out for you.
Reply 83:
I did, talking to airbnb to stop the madness, won't host before they treat hosts like human beings again.
Reply 84:
You originally wrote, "I received an automated threat from airbnb they'd deactivate my listing pending on the next review." Airbnb's Director of Hospitality has asked me whether that meant it was from Airbnb, or via the guest. That's telling me that one hand doesn't know what the other hand is doing (what a shock, right?!), so would you be so kind as to send me a copy of whatever you received? That goes for any other host (Rick?) who may have received any "warning" from Airbnb related to stars. Just hover over my photo, and click where it says "Email." I will send it to the appropriate person. Thank you!!!
.
Reply 85:
I'll happily forward you mine. I use a Lenovo tablet and dropped it and smashed the screen, am having trouble with the hover capability to email you. If you email me I will forward you the threat email
Reply 86:
UPDATE: I have written to Chip Conley, Head of Global Hospitality & Strategy for Airbnb. I explained how, last week, I posted a story entitled "Guests Were Grateful??" in the Anecdotes Community Group, and that my experience touched a raw nerve with experienced hosts all around the world, who shared many similar stories.
He has also read *this* thread, and I believe he understands that we are in danger of losing excellent veteran hosts who are being affected by threatening letters over less-than-5-star reviews, not to mention the feelings of anger and resentment from having gone over and above so many times, only to be disappointed - and then penalized - as an unfortunate result.
He also said that their Director of Hospitality, Laura Hughes, is working on some means for us to better educate our guests on how to be gracious (which will be announced at the Airbnb Open in Paris).
Reply 87:
Thank you-- There is hope. Some of us are considering alternatives to Airbnb; these are good news. Appreciate your efforts.
Reply 88:
THANKS for taking the bull by the horns. CHIP: I cannot tell you how many AWOL hosts handle dormant listings, based on my recent trip to Central America (contacted hosts in Nicaragua and Costa Rica, specifically). It's shocking to me that active hosts who take response times, bookings and cleaning seriously are in the crosshairs at AirBNB, based on unfair guests, and not the grossly incompetent hosts who are being allowed willy nilly to pile into AirBNB without screening.
Reply 89:
Thank you I will be following suit with a letter. I really wish I could I could figure out how to paste the threat email I received so you that haven't received one can see what it looks like. As far as Laura Hughes you reference above and how we are to educate guests on how to be more gracious, I believe the focus should be on guests actually reading our descriptions and house rules. If they don't like what we have to offer, they are free to book elsewhere. For example, I had guests turn up last week that had been touring the highlands and were with me only a few nights. Within 5 minutes of arrival they asked where the washing machine was as they had a few loads to do. In my listing I point it out very clearly that laundry can only be accommodated for stays of 5 nights or longer(not that I need to explain the whys to anyone but i'm a super busy back to back booking host, my waser is constantly washng towels and sheets, in the UK a lot of us don't have dryers so things air dry on racks and there's just n practical way to offer this. My own bedsheets rarely make it on the washing rota. Maybe once a month.) I do not offer washing machine as an amenity on my listing. Once again, this is a case of guest choosing not to read the description. And then amrk me down on accuracy as the wanted a washing machine. I pointed them to a launderette around the corner but they didn't want to pay for washing their clothes. We all have a million of these example and I think we would all be better served on guest education in how to read a listing before booking. The couple I speak of above had a wonderful stay, I didn't get upset when they lost the keys, but they marked me down for accuracy over the laundry and that was 2 in a row so now it's threat time from Airbnb because what I offer very crystal clearly on my listing didn't match their wish list. The email they send is VERY condescending and says make sure you're telling your guests what you offer(everything on my listing!), make sure the photos are of good quality (from your photographer Airbnb and she did a fabulous job!) and a few other condescending things I can't recall just now. The star system is beyond flawed and it's causing far too much strss and anxiety for good hosts that work our tails off for Airbnb.
Reply 90:
Since we can't just quickly post on our phones anymore, it takes me a minute before I can get on my PC. But there's a good point that some people don't treat this like a business at all, and here we are killing ourselves. I mean, I'm finding it to be almost a 24 hour a day proposition keeping all this going. I hope they start giving us better support as a result of all your good efforts.
Reply 91:
You're very welcome. Please consider sending/forwarding anything Airbnb may have sent to you regarding your "falling stars" (I just made that up), because it appears this latest wonderful feature is currently unknown in other departments.
Reply 92:
A very Interesting long thread......OK.. So, I guess there are good things and bad things about hosting with Airbnb it' is whether you Agree or Disagree with the Terms and Conditions ..... It's all stated so there should be no surprises.... as far as star ratings ? -* Is it controllable or uncontrollable by host or Airbnb ? I guess it is in our court to manage it and prevent guests to rate us low...I have no answer for these other than improve your hosting style..and do what is necessary to be rated high by your guests... with so many reviews, you should by know considered a pro in hosting- I have not seen a threatening message from Airbnb ..but I think it is a reminder that you have to upped your game or else face the consequences... and it is the same and holds true with your job, If you slacked then you cracked and if you react then you enact and I can truthfully say that hosting is a big responsibility and if you are into it... then you commit.. what's next.... from Airbnb... I have not experience any of what you guys have experienced ...and that is why I am partly active in hosting ...... why stress when you can choose... to relax and have a great life.... And Jessa I don't know what to tell you.. other than... Good Luck on your PH.D.
Reply 93:
First, Airbnb is not a job - at least Airbnb is not our employer. They are not paying us - we are paying them. Even at your job - your boss should ask you why the recent performances wasn't 100 percent of what you could achieve and how he/she or the company can help you with that - before telling you if you don't deliver a perfect job next time he/she might fire you.
Reply 94:
I admire your courage posting your valid and thoughtful opinion. This thread has been taken over and apparently dissenting views are unwelcome. Its a shame. But just know your not alone. As for Kelly...you have it all wrong. The GUEST is paying BOTH AirBnB and the host. Hosts are the seller...the service provider. While I don't believe the customer is always right, the host isn't either. Your argument seems to be that were paying Airbnb so they have to behave like you want...but you don't have to behave the way the guest wants even though they're paying you? This is hypocracy. I'm not sure if you've been out of the workplace for a while or not but employers don't work that way at all. They give you a performance review and tell you what your doing wrong and what you must do to ficx it (just as many hosts are doing to airbnb--theres no discussion with Airbnb there's simply hosts deciding something is wrong and demanding change) either everybody works together or the one in control calls the shots. Hosts aren't the ones in control of Airbnb or their business model. So if we want change, an air of collaboration will be more effective than pitchforks and richous indignation.
Reply 95:
Your argument seems to be that were paying Airbnb so they have to behave like you want? When did I say this? My point was - Airbnb gets paid from the guests AND the hosts. I was all along mentioning what Airbnb should fix - example: their UX so guests can have easier time finding accurate information about the listing, not what guests should behave. Also I am currently working full time, and no one in my workplace act that way. Just because two clients gave not 100% satisfaction, we dont tell our employees to improve or you will ge fired. We first ask the employee what happened. An employee is more important than a 80% satisfied clients. I know Airbnb is not my employer, and at this point there are surplus of listings, guests are paying more to Airbnb than hosts, so I know for them - guests are more important than hosts and I understand that. To satisfy guests, there are things Airbnb needs to do - for both guests and Aitbnb -ex: if they fix the UX so guests can easily check details of the listing, guests will be happier, Airbnb will earn money and keep the high branding, all are good.
Reply 96:
I totally agree about what you are saying about "change" an effective collaboration of all of us " host " to appeal or sign a petition to make this star ratings to work and to improve in a much more transparent way for both host and guests, using the same method or metrics 5 is a 100% 4 or 4 1/2 is 80-99 % and to me this shouldn't be a deciding factor whether your ratings are low and be threatened or forewarned.. that if you don't improve then your listing will be under scrutiny.. ? 3 or 3 1/2 is 69-79 - if you're consistently rated this low 5x in a row - then I would agree with a reminder message from Airbnb that something is not right and it would be fair but again not a threatening message. 2 - now this is a critical number which they should based it upon and if you are rated this low 5x consecutively.. then, I will agree that a listing be place under suspension or deactivation. That to me is not even standard and that is not what Airbnb is all about. So, yes I am all in for these changes and if we are all able to bring this matter to who ever is in charge and here is where we can start : www.change.org/start-a-petition now, who will lead us ? Alexina ? Jeannete ? Maria ? Lisa. or you Keith ?
Reply 97: OMG, someone is a rapper and a rhymer! If you slacked, then you cracked. If you react, then you enact. If you are into it... then you commit! Talk about it! No disrespect, guys. Just tryin' to light up this very heavy thread.
Reply 98:
Just a quick update to let other hosts know that for the past few days, I've been e-mailing back and forth with Chip Conley and Laura Hughes, heads of Hospitality, and based here in San Francisco (so more easily accessible). Believe me, they are learning of our displeasure. For example, "Hi, thanks for adding the threads -- such a rich discussion on the topic and your story I'm sure represents what many hosts go through." Please consider sending your own thoughts and stories.
Reply 99:
I do not agree with you. If a prospect book a 1 star property with 250 horrible reviews, he has the right to do so.
Many reasons : price, location, last minute and no other choice in the budget etc.
I am in the usa at the very moment.
I booked many places with low stars and many bad reviews.
No one on airbnb wich is not enough reliable (no answer, cancellation from host, listing not accurate (place listed for 6 wich can sleep 2 etc).
So we booked hotels with 2 stars and following the reviews which were dirty, unice staff etc.
And guess what , there were very good quality/price, nice staff, cleaned with a very nice bedding where i slept like a baby.
I am happy that these listings exist on booking . Com and hotel . Com because i would have slept in the car without them.
It is not airbnb to decide where i should sleep. It is me only as a customer.
And airbnb does not have enough reliable host to fire those who are doing a real job as some host of this post.
Reply 100:
I agree that guests should have the option of choice even if the choice isn't a 5 star. It may actually work to the guests advantage... If a hosts ratings slip they'll learn, improve, and lower prices to rehabilitate their reviews. During this phase a guest may get a 5 star experience for a 2 star price. And the host gets an opportunity to show they've improved. Good for everyone.
Reply 101:
... let me think.... You are in NY vacationing.. That's great ! Come visit us here in NC if you get a chance.. Anyway, I don't expect for you to agree with me.. Because you know why ? .. the comments stops LOL I'm kidding.. you know what ? I agree with you about Airbnb is not the only option for accommodations We experienced this when we went to Cabo San Lucas - same way like you experience, no response, place not available.... blah.. blah.. blah...so we ended up staying in a resort/ We also experience this when we went to Vienna. lot's of listings but lack of response and some are even IB so, we stayed out of Vienna and ended up staying in Klosterneuberg And I almost gave up looking for our up coming trip in Paris It took me 28 enquiries to get an accommodation- So, unfortunately we will be staying to the Campanille Hotel which will be the closest hotel a the Parc Dela Villete.. Anyway, my point is and the way I see it looking the big picture where Airbnb is coming from and again don't quote me on this. Airbnb is the company who represent our listings and do you really think that Airbnb will continue to represent a underperform listings where it has a low rating of 1 or 2 and many bad reviews ? But I don't agree of their systems of tracking what listings are performing and what is not and they should not based it on star performance... and it is unacceptable to received such a threatening message like what Lisa's has posted " 2 consecutive less than 4 star accuracy reviews for her listing and if she receives 4 consecutive less than 4 star reviews then her listings could be temporarily deactivated. now that's messed up !!! and we need a resolution to get this resolved.
Reply 102:
I would love to meet you. I am rather far from NYC. I am in Alabama at the moment.
I agree with you about not desactivate listings which are not listed 5 stars.
But i do not agree to desactivate lows stars listings. Keith dißd a good resume. You can put them in the bottom list. You can put stars search criteria etc but desactivate real listings which are big income providers to airbnb is nonsense (even if they were rated 1 star).
They should chase false listings instead . They keep 5 stars listing no longer updated or available but fire real hosts with 2, 3 or 4 stars.
Airbnb should remind that for having reviews, they must first have real host doing a real job. Not amazing only 5 stars listing with nothing behind.
Reply 103:
This thread sickens me on so many levels. Hosts have been marginalized and treated like chattel for far too long. This nonsense of threatening letters cements the prevailing culture at airbnb - Hosts are secondary citizens in this 'community.' Despite the gaudy valuation, airbnb will be a failure in the end.
Reply 104:
It is almost questionable that they even consider hosts are part of their community. ...