Post by High Priestess on Sept 20, 2015 8:28:33 GMT
version showing names of commenters:
www.airbnb.com/groups/content/content-161233
Lisa shared on Hosting 911 group 7 months ago
LisaKelly, Alexina, Jeanette et al
The whole email wouldn't fit within the screenshot but hopefully you can see the bulk of it
NOte from Airbnb reads:"We know that a lot of thought, time and care goes into creating a listing, and we want to help you think through everything that could impact a guest's stay. A listing that accurately describes your place is vital to building trust with guests. You received 2 consecutive less than 4 star accuracy reviews for your listing. If you recieve 4 consecutive less than 4 star reviews, our listing could be temporarily deactivated
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Salvia
Salvia7 months ago
Disgusting, threatening tone! Totally inappropriate measure regarding 4star (!!!!!!!!!!) reviews. I had given negative commrnt via dashboard feedback already but will write a second email to them right now!
Reply Like 3 likes
Kelly
Kelly7 months ago
Oh wow, it wasn't even 'overall' rating, it was just accuracy section.
Reply Like 3 replies•3 likes
Lisa
Lisa7 months ago
That was my pointing one of the posts on either Jessa or Alexina's thread. It's only one section so those of us that have received these were absolutely blindsided!!! The star rating is so flawed! The words on reviews don't reflect in the star ratings and are quite subjective. I particularly take issue with the accuracy and cleanliness section in my listing as those are things I can control. I clean the floors and bathroom every day,the kitchen is always spotless as I just can't stand a dirty kitchen, even a clean dish laying about looks untidy to me. Call me OCD but anyone that would mark down cleanliness has impossible standards. My building is quite old and atypical Edinburgh tenement stair. Tenement stairs aren't known for being light, bright and airy so can look a bit dismal to those unfamiliar with these types of buildings. My flat is completely modern, Clean and fab. Accuracy, the photos are from the Airbnb photographer's and what ya see is what ya get. Amenities, access etc are perfectly described in detail t a very long winded standard. It's not my failing if a guest doesn't fully read the description, nor verify things in email exchange, nor inform their other half they've booked a shared space, nor (insert issue here). I find the verbiage in the email hilarious as to how to improve accuracy by uploading photos, address access and yeah well everything that's always been in my listing! Most standards dictate that a 4* is a great mark, and like Jessa's guest that came back to book and fund her listing gone due to the star rating he and others had given, I'm sure he thought he gave her a good star rating.
Kelly
Kelly7 months ago
I feel you Lisa. I too host in an old-ish building (a little more than 20 years), it is quiet hard to get 5 star cleanliness. Funny thing is - my other listing in newer building takes way less effort to get 5 star on cleanliness. In the beginning of hosting, I got upset and tried too hard to make it better, but over time, I realized the reality, and now I am completely ok getting occasional 4 stars on cleanliness (average is 4.5 anyway). But now Airbnb would tell me it is not ok!!
Also the same thing goes for Accuracy. I wonder, if Airbnb would send the guest asking - you gave 4 stars on this listing's accuracy - what was not accurate about it? DID YOU READ the listing before the booking? maybe next time, take a closer look at the description, so you can avoid possible unpleasant stay, please let us know if you want our UX can better suit your needs, etc....Kelly
Kelly7 months ago
Also, I wanna add one thing about the last part about Jessa's guest who wanted to re-book. He probably thought - oh I loved this stay but there are better places to stay than this, so I will give 4 stars - then when he needed a place again, Jessa's place was the best place WITHIN his budget. Guests should really think about their expectation and their budget. They cannot rate the 50$ night place with the same standard with 5000$ night place - very simple logic. Yet, how Airbnb structure it - in a way, they don't seem to care for it. At least in hotel industry, guests know they shouldn't rate the 2 star one with the standard of Ritz. (Still, the best 3 star hotel in town usually have 80% range with rating, whereas the best 5 star one is close to 100%. This also explains why Airbnb star rating need to change.)
Santa Fe International Hostel
Santa Fe International Hostel7 months ago
As a specialty property were having the same issues ... Usually posted by new users having booked through a app. A well thought out review system is key to the AIRBnB concept thriving. With guests being able to access former guests impressions. For the "platform" to use it as a blunt mindless weapon to intimidate hosts is is appalling ! Let us hope "our man Chuck" is getting a earful form hosts ! Preston
Reply Like 1 like
Rick
Rick7 months ago
If you are using airbnb pictures, how can you control the perceived "accuracy" of your listing?? This seems to be a simple (common) case of the guest not reading the listing & looking/interpreting the pictures...I think location & accuracy are 2 of the hardest things for a host to control (assuming that the host is not intentionally mis-representing their listing)...I think airbnb will be sorry about how they have been "dunning" hosts about such details!! They really should follow up with guests & find out why they rated so low..
Reply Like 2 likes
Jeannette
Jeannette7 months ago
That message is cr@p to the cr@pmost. Tone deaf and horrid. As I said in the original thread, there are ZILLIONS of hosts too incompetent to even manage their calendar or respond to messages, such that the guest never even gets a chance to BOOK and encounter the "tenement stair" or what have you, that this is completely unfair to competent hosts hurt by doofus guests.
Reply Like 5 replies•6 likes
Alexina
Alexina7 months ago
Just received: "I'm indeed aware of these wasn't sure if this was what you were referring to. Thanks for sharing. I'm going to raise this with the core group working on it and see why they are so harsh, perhaps there's reason to change the language and tone and also get clarity on what 'deactivation' actually means. Laura Hughes Hospitality"
Jeannette
Jeannette7 months ago
THANK YOU Alexina, should this be a new thread??
Lisa
Lisa7 months ago
Alexina, is there a way for you to embed the email in code that filters won't pick up on? Perhaps spelling it all out with a control word to break the address? Since I'm one under threat I'd greatly appreciate having someone to email to express my displeasure and invite them around for an inspection of my flat and listing details.
Alexina
Alexina7 months ago
Jeanette: definitely. Lisa: don't know why Airbnb redacted their own information because I actually spelled it out instead of copying the exact e-mail, but her name is Laura, and then you put Airbnb. Simple.
Deborah
Deborah7 months ago
I actually tried to spell out the email address here, to help folks, and then when I hit "post reply" my post wasn't posted. I wonder if there is yet another layer of censoring going on? Keep in mind if you want to contact someone privately eg to get an email address from them, you can click on their photo and do that.
Deborah
Deborah7 months ago
It's awful that Airbnb is doing this. I hope that Airbnb gets a lot of flak from hosts about this and stops threatening hosts, essentially victimizing those who have already been victimized by inaccurate or vindictive guest reviews.
Reply Like 3 replies•6 likes
Alexina
Alexina7 months ago
I invite you to share your thoughts on this with (email hidden)e needs to know how very offensive this is.
Alexina
Alexina7 months ago
Her name is Laura, and she can be e-mailed at Airbnb's website. Don't know why the censor decided to redact it.
Deborah
Deborah7 months ago
Okay I will email her now....
Deborah
Deborah7 months ago
Just a note about what "temporary deactivation" is, which is referred to in the email you got -- it's not total deactivation. I have a friend whose listing was temporarily deactivated because she didn't respond in time to several reservation requests and inquiries (she didn't respond to some of the inquiries until 2 weeks later, one almost 3 months later, and ignored at least one reservation request). So when she was "temporarily deactivated", it meant that any guests who had current inquiries with her, were unable to contact her, until she re-activated her listing. Re-activation was simple -- all she had to do was click on a button that said "ready to reactivate listing" or something like that. So it wasn't a big problem -- however, we dont' know what Airbnb would do if someone continued to get slapped by less than 4 star ratings after a temporary deactivation. Would there be a move to permanently deactivate the listing?
Reply Like 5 likes
Lisa
Lisa7 months ago
I can certainly agree with a temporary deactivation of a host not responding nor accepting reservations of enquiries. That's not been the case with me and the others. I can only speak for myself and I am absolutely back to back bookings, a few hours only between guests while still managing to work a full time non traditional schedule and have this place spotless a all times.
As a lot of us are, we're single females living in a very expensive city(by choice fair enough but that's where the work is) we love our homes, we love travelling but I won't pretend we don't need the income to allow us to help pay for our living expense.
It's my opinion that Airbnb has grown too big for its britches in the last year and is prompting guest to find problems where none existed and guests were overall quite happy. Star ratings are quite subjective and less merit needs to be paid to star ratings rather than the written content.
For example, I buy my lush towels from an upscale department store called John Lewis. They have an AMAZING quality basic range towel. It's big, soft, fluffy, affordable and was pulled off of the shelf for their summer clearance that just ended. I jumped on to their site today to see if they were back in and they are. For some reason, probably because I've been upset about the damn Airbnb star rating, I was reading the reviews on these incredible towels. People were absolutely ranging about the quality for price,couldn't believe what an amazing deal it is, had a yada. And same folk raving about the towels(they are LUSH and for the price and quality John Lewis label, you just can't go wrong!) yup, some were giving them 3* out of five while giving an amazing verbal. Sems Airbnb has adopted this dumbass corporate strategy, which is highly ineffective!
I look at my flat like the John Lewis towels. I'm giving a great quality product at an amazing price, plus my grade A chat as a bonus and as happy as most od my guests are, they're just never going to give 5* to anyone. For anything. At anytime!
You can look at my review from Santiago, which was just 2 reviews ago. He goes on how I was the perfect host, he was so happy(he was an amazing guest! Loved having him!) And as glowing as his verbal review is, he left me less than 5 stars in a few categories which I will never understand. But hey no, he and I both had life changing experiences meeting each other and that's what counts, not Airbnb phooked up star rating bloody corporate cookie cutter strategy!!
Reply Like 1 reply•5 likes
C C
C C6 months ago
Oh good lord, I hate to say it, but speaking of towels, I just can't seem to get this right to save my life. I've Googled these John Lewis towels, even looked at a video about them. My problem in so many of these things is that I'm so very used to just bare bones, basic everything that I just can't wrap my head around luxury towels, I guess. I personally prefer thin, thirsty towels, and I was thinking that would be good for my guests since I know they're probably going to get them soaking wet & then leave them on the bed. But I've had complaints about these new, but thin towels, so I need to upgrade, and I'm experimenting with different ones. I know one thing though--I totally agree with someone on here who said they actually don't like the big fluffy towels that make you feel like you're drying yourself off with ____, I can't recall the word they used, but meaning not absorbent. Whatever the amount of money, I think guests would like nice towels, but I still want to stay away from the soft but not absorbent ones. So far I've gotten some from Walmart, some from Target, a Big One brand from Kohl's, and an Egyptian cotton one from JC Penny and another one from there that was cheaper but seemed more absorbent. My head is just swimming with towels. I've washed the big fluffy one I got several times, without Bounce or such, as recommended, but it's still like trying to dry yourself with a fur ball or something. I know myself, I have one very absorbent towel that I've had for many years and if I can't find it or it's in the wash or something, I am not happy. Which of those John Lewis towels do you get, Lisa?
Vanja
Vanja7 months ago
Is there any hosts which listings were deactivated because of the star ratings? I don't think Airbnb will really deactivate any of the listings that bring them money.
Reply Like 3 replies
Vanja
Vanja7 months ago
*Are
Kelly
Kelly7 months ago
Then that is bluffing? That doesn't sound good either...
Vanja
Vanja6 months ago
I agree. But it seems ridiculous to deactivate listings from which they make money from, owned by hosts who are very active in bookings and in the Airbnb community, such as Lisa. I understand doing this to hosts who are not responsive and/or tend to cancel reservations, but this attack on hosts without applying the same conditions on guests is ridiculous. I would like to know if there is any host which listing got deactivated regarding similar issues and how he/she dealt with it.
Lisa
Lisa7 months ago
This is a new strategy of theirs Vanja. And they don't really care about committed hosts. Only time will tell if they do initiate the deactivation of listings.
I welcome any of them, completely unannounced, to turn up on my doorstep to inspect my gorgeous clean flat. And my hospitality with maps, customised itineraries, suggestions and morning chat over lovely coffee I brew for everyone.
Reply Liked 1 reply•4 likes
Vanja
Vanja6 months ago
Horrible. Waiting for similar strategy applied on guests!
Jeannette
Jeannette7 months ago
I had a guest write that I should give lessons on how to be an AirBNB host. It was just a rave and a half. What his stars are, don't know ... but it would break me if they were low, so I think I will never, ever look at his, or others. Re: the topic at hand, the *words* count with guests ... all my guests pick me based on prior reviews, I'm told.
Reply Like 4 replies•1 like
Alexina
Alexina7 months ago
Same here. They comment on my reviews when they submit their Reservation Request. (Good to know they've read *something*!) Now.... does anyone have a link to where Jessa wrote about her return guests not being able to book, etc.? I must have missed it.
Kelly
Kelly7 months ago
Jeannette, I'm actually giving thar lesson next month. I'm excited and narrowing down that to cover. The cleaning part will be covered with the ex-hotel manager, hope I can learn something as well. I will definitely tell other hosts do you best but not to worry too much about reviews!
Jeannette
Jeannette7 months ago
YES. And I think we offer different things -- some focus on welcome baskets, like a high-end inn, me I just ... converse **, often NOT about local logistics but anything else under the sun, and put together past guests and current ones for dinner at various local restaurants. ** easier for me than fancy toilet paper or blanket folding etc etc
Michele Yap
Michele Yap7 months ago
It's on the post "Trashed for not serving breakfast" 10 posts below this post.
Jeannette
Jeannette7 months ago
it's in the other giant thread she started, if you mean where she said to her returning and satisfied Dutch guests, that their low (overly strict) scores had tubed her entire AirBNB experience, essentially.
Reply Like 1 like
Hugh
Hugh7 months ago
Wow. Quite a disturbing and unnecessary threat.
I note that I have two identical apartments, next door to each other. One scores highly on value, the other low. Both are priced the same and are on average$40 per night less than the Airbnb suggested price.
Obviously there is nothing I can do and it annoys me.
Reply Like 2 replies•4 likes
Kelly
Kelly7 months ago
Not everyone is rational about value. Some people simply rate it low on value, because they think 'oh I could have paid just 40~50$ more for way better accomodation', not thinking that is DOUBLE the money they paid. Or some people are extremely stingy, they don't have a concept of fair price - anything more than free, basically they think they over-paid. And there is also some people just thinking - unless I got 100$ worth from 20$, it is not 5 star value. Sigh
Alexina
Alexina7 months ago
True! Over 112+ reviews, I have maintained 90-95% 5-star ratings in Cleanliness, Communication, Arrival, and Accuracy. That means that everything is consistently EXACTLY as described, that they were welcomed well, and everything couldn't be better. Yet.... there are two other categories: Location, and Value. In their reviews, guests RAVE about how the location is so wonderful in my quiet, safe, convenient neighborhood, with major public transportation to anywhere in the City just one block away on the corner until all hours, but then assign 3 or 4 stars for Location. I do things like provide them with a lovely presentation of classic Ghirardelli Chocolate and fresh organic fruit waiting on their table for them, and have upon occasion even washed, dried, and folded/hung up a week's worth of filthy clothing from their previous camping trips in the National Parks (while they're out enjoying the City). I've driven them places, shared meals with them, given those needing hand-holding many many hours of my time, yet they don't mention this at all, and give me a 3 or 4 for Value. Once of my more crass friends opined that unless some of these people got it all for free plus a (insert certain sexual favor that will be redacted if I write it here!), many people won't value you a 5!
Nathalie et Claude
Nathalie et Claude6 months ago
Lisa, could you please re write the exact airbnb threatening message. French forumers would like to know it.
Reply Like 1 like
Santa Fe International Hostel
Santa Fe International Hostel6 months ago
Has anyone had a response from "Laura Hughes" ? Preston
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Alexina
Alexina6 months ago
Yes. Laura replied that she'd forward this to her core product group to see if perhaps they could see why the language seemed harsh. In my opinion, not understanding the core problem!
Reply Like 1 reply•1 like
Kelly
Kelly6 months ago
That seems like the case for many CX experience I have had this year with Airbnb. They only touch the surfaces, doesnt mention the core issue. So Laura thinks it is ok to remove listings with 3 consecutive 4 star ratings?
Nathalie et Claude
Nathalie et Claude6 months ago
Agree with you alexina, if the new sentence is:
'Please be kind enough not to have 3 consecutive 4 stars in one cathegory otherwise we are sorry but we should be obliged to desactivate your listing temporarily' , it won't change much thing.
Reply Like 3 likes
Alexina
Alexina6 months ago
Cross-posting this with the thread from Anecdotes... I'm feeling deflated and angry. I've been welcoming guests for the past eleven years, through early days with graduate exchange students, my home stay-language immersion students, Craig's List, as a member of Home Exchange, etc. I have to say that these most recent developments, where we can now see exactly how guests are rating us, has proven alternately exultant and crushing. I used to be relatively happy to see that I had 5 stars in everything but Location and Value, which remained steady at 4.5 stars. As a perfectionist, I wanted to see 5 stars all the way across. It was something I was striving for, as all of my guests are hosted in my home, which is my personal venue. Now I'm feeling disrespected and undervalued, when I can plainly see the results of my super efforts being displayed as a 4, accompanied now by a colored warning from Airbnb that I am less than perfect. By the way, since when is a 4 not very good? But yeah... shall I now have to choose only guests whom I feel will rate me a perfect 5 stars in every category across the board, lest I awake to more Airbnb chastising, and possible deactivation of my account???
Reply Like 1 reply•2 likes
Lisa
Lisa6 months ago
Exactly spot on. On every point miss. I feel exactly the same!
Vicky
Vicky6 months ago
At the end of the day, surely it's for guests to decide where to stay. Fir example if someone says 'I do a quick clean but don't expect spotless' and consistently get 3 stars but are much cheaper, why is this an issue? Guests can make up their own minds! The only thing that needs control is accuracy but surely it's obv to airbnb staff when a host is being unfairly marked down for this eg if someone has airbnb photos and loads of previous good acuracy reviews it would appear that the issue is with the guest and not the host
Reply Like 2 likes
Lisa
Lisa6 months ago
Hi guys, hopefully this posts as I've been having difficulty accessing the forums the last few days. Every time I receive an email notification of ** commented on your post when I click that I get the Sorry, something went wrong error message. And that coincided with my posting the email. I'm hoping it's just another system glitch. Is anyone else having this issue or am I being censored?
Reply Like 2 replies
Lisa
Lisa6 months ago
*posting the threat email
Michele Yap
Michele Yap6 months ago
I can access the thread on my end with no problem Lisa.
Lisa
Lisa6 months ago
Yippee! I can access the forums fully again! It's been a right arse not having the access over the last few days. Mysteriously coinciding with me posting the threat email. Go figure
Reply Like 1 like
Susan
Susan6 months ago
Re this issue - please see my post on NHF today. It appears we may have yet another 'glitch' in the system..
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older version w/o commenter names
The whole email wouldn't fit within the screenshot but hopefully you can see the bulk of it
NOte from Airbnb reads:"We know that a lot of thought, time and care goes into creating a listing, and we want to help you think through everything that could impact a guest's stay. A listing that accurately describes your place is vital to building trust with guests. You received 2 consecutive less than 4 star accuracy reviews for your listing. If you recieve 4 consecutive less than 4 star reviews, our listing could be temporarily deactivated."
Reply 1:
Disgusting, threatening tone! Totally inappropriate measure regarding 4star (!!!!!!!!!!) reviews. I had given negative commrnt via dashboard feedback already but will write a second email to them right now!
Reply 2:
Oh wow, it wasn't even 'overall' rating, it was just accuracy section.
Reply 3:
That was my pointing one of the posts on either of the previous threads. It's only one section so those of us that have received these were absolutely blindsided!!! The star rating is so flawed! The words on reviews don't reflect in the star ratings and are quite subjective. I particularly take issue with the accuracy and cleanliness section in my listing as those are things I can control. I clean the floors and bathroom every day,the kitchen is always spotless as I just can't stand a dirty kitchen, even a clean dish laying about looks untidy to me. Call me OCD but anyone that would mark down cleanliness has impossible standards. My building is quite old and atypical Edinburgh tenement stair. Tenement stairs aren't known for being light, bright and airy so can look a bit dismal to those unfamiliar with these types of buildings. My flat is completely modern, Clean and fab. Accuracy, the photos are from the Airbnb photographer's and what ya see is what ya get. Amenities, access etc are perfectly described in detail t a very long winded standard. It's not my failing if a guest doesn't fully read the description, nor verify things in email exchange, nor inform their other half they've booked a shared space, nor (insert issue here). I find the verbiage in the email hilarious as to how to improve accuracy by uploading photos, address access and yeah well everything that's always been in my listing! Most standards dictate that a 4* is a great mark, and like Jessa's guest that came back to book and fund her listing gone due to the star rating he and others had given, I'm sure he thought he gave her a good star rating.
Reply 4:
I feel you! I too host in an old-ish building (a little more than 20 years), it is quiet hard to get 5 star cleanliness. Funny thing is - my other listing in newer building takes way less effort to get 5 star on cleanliness. In the beginning of hosting, I got upset and tried too hard to make it better, but over time, I realized the reality, and now I am completely ok getting occasional 4 stars on cleanliness (average is 4.5 anyway). But now Airbnb would tell me it is not ok!!
Also the same thing goes for Accuracy. I wonder, if Airbnb would send the guest asking - you gave 4 stars on this listing's accuracy - what was not accurate about it? DID YOU READ the listing before the booking? maybe next time, take a closer look at the description, so you can avoid possible unpleasant stay, please let us know if you want our UX can better suit your needs, etc....Reply 5:
Also, I wanna add one thing about the last part about Jessa's guest who wanted to re-book. He probably thought - oh I loved this stay but there are better places to stay than this, so I will give 4 stars - then when he needed a place again, Jessa's place was the best place WITHIN his budget. Guests should really think about their expectation and their budget. They cannot rate the 50$ night place with the same standard with 5000$ night place - very simple logic. Yet, how Airbnb structure it - in a way, they don't seem to care for it. At least in hotel industry, guests know they shouldn't rate the 2 star one with the standard of Ritz. (Still, the best 3 star hotel in town usually have 80% range with rating, whereas the best 5 star one is close to 100%. This also explains why Airbnb star rating need to change.)
Reply 6:
As a specialty property were having the same issues ... Usually posted by new users having booked through a app. A well thought out review system is key to the AIRBnB concept thriving. With guests being able to access former guests impressions. For the "platform" to use it as a blunt mindless weapon to intimidate hosts is is appalling ! Let us hope "our man Chuck" is getting a earful form hosts !
Reply 7:
If you are using airbnb pictures, how can you control the perceived "accuracy" of your listing?? This seems to be a simple (common) case of the guest not reading the listing & looking/interpreting the pictures...I think location & accuracy are 2 of the hardest things for a host to control (assuming that the host is not intentionally mis-representing their listing)...I think airbnb will be sorry about how they have been "dunning" hosts about such details!! They really should follow up with guests & find out why they rated so low..
Reply 8"
That message is cr@p to the cr@pmost. Tone deaf and horrid. As I said in the original thread, there are ZILLIONS of hosts too incompetent to even manage their calendar or respond to messages, such that the guest never even gets a chance to BOOK and encounter the "tenement stair" or what have you, that this is completely unfair to competent hosts hurt by doofus guests.
Reply 9:
Just received: "I'm indeed aware of these wasn't sure if this was what you were referring to. Thanks for sharing. I'm going to raise this with the core group working on it and see why they are so harsh, perhaps there's reason to change the language and tone and also get clarity on what 'deactivation' actually means. Laura Hughes Hospitality"
Reply 10:
THANK YOU, should this be a new thread??
Reply 11:
is there a way for you to embed the email in code that filters won't pick up on? Perhaps spelling it all out with a control word to break the address? Since I'm one under threat I'd greatly appreciate having someone to email to express my displeasure and invite them around for an inspection of my flat and listing details.
Reply 12:
definitely....I don't know why Airbnb redacted their own information because I actually spelled it out instead of copying the exact e-mail, but her name is Laura, and then you put Airbnb. Simple.
Reply 13:
It's awful that Airbnb is doing this. I hope that Airbnb gets a lot of flak from hosts about this and stops threatening hosts, essentially victimizing those who have already been victimized by inaccurate or vindictive guest reviews.
Reply 14:
I invite you to share your thoughts on this with Laura Hughes...she needs to know how very offensive this is.
Reply 15:
Her name is Laura, and she can be e-mailed at Airbnb's website. Laura@airbnb.com
Reply 16:
Just a note about what "temporary deactivation" is, which is referred to in the email you got -- it's not total deactivation. I have a friend whose listing was temporarily deactivated because she didn't respond in time to several reservation requests and inquiries (she didn't respond to some of the inquiries until 2 weeks later, one almost 3 months later, and ignored at least one reservation request). So when she was "temporarily deactivated", it meant that any guests who had current inquiries with her, were unable to contact her, until she re-activated her listing. Re-activation was simple -- all she had to do was click on a button that said "ready to reactivate listing" or something like that. So it wasn't a big problem -- however, we dont' know what Airbnb would do if someone continued to get slapped by less than 4 star ratings after a temporary deactivation. Would there be a move to permanently deactivate the listing?
Reply 17:
I can certainly agree with a temporary deactivation of a host not responding nor accepting reservations of enquiries. That's not been the case with me and the others. I can only speak for myself and I am absolutely back to back bookings, a few hours only between guests while still managing to work a full time non traditional schedule and have this place spotless a all times.
As a lot of us are, we're single females living in a very expensive city(by choice fair enough but that's where the work is) we love our homes, we love travelling but I won't pretend we don't need the income to allow us to help pay for our living expense.
It's my opinion that Airbnb has grown too big for its britches in the last year and is prompting guest to find problems where none existed and guests were overall quite happy. Star ratings are quite subjective and less merit needs to be paid to star ratings rather than the written content.
For example, I buy my lush towels from an upscale department store called John Lewis. They have an AMAZING quality basic range towel. It's big, soft, fluffy, affordable and was pulled off of the shelf for their summer clearance that just ended. I jumped on to their site today to see if they were back in and they are. For some reason, probably because I've been upset about the damn Airbnb star rating, I was reading the reviews on these incredible towels. People were absolutely ranging about the quality for price,couldn't believe what an amazing deal it is, had a yada. And same folk raving about the towels(they are LUSH and for the price and quality John Lewis label, you just can't go wrong!) yup, some were giving them 3* out of five while giving an amazing verbal. Sems Airbnb has adopted this dumbass corporate strategy, which is highly ineffective!
I look at my flat like the John Lewis towels. I'm giving a great quality product at an amazing price, plus my grade A chat as a bonus and as happy as most od my guests are, they're just never going to give 5* to anyone. For anything. At anytime!
You can look at my review from Santiago, which was just 2 reviews ago. He goes on how I was the perfect host, he was so happy(he was an amazing guest! Loved having him!) And as glowing as his verbal review is, he left me less than 5 stars in a few categories which I will never understand. But hey no, he and I both had life changing experiences meeting each other and that's what counts, not Airbnb phooked up star rating bloody corporate cookie cutter strategy!!
Reply 18:
Oh good lord, I hate to say it, but speaking of towels, I just can't seem to get this right to save my life. I've Googled these John Lewis towels, even looked at a video about them. My problem in so many of these things is that I'm so very used to just bare bones, basic everything that I just can't wrap my head around luxury towels, I guess. I personally prefer thin, thirsty towels, and I was thinking that would be good for my guests since I know they're probably going to get them soaking wet & then leave them on the bed. But I've had complaints about these new, but thin towels, so I need to upgrade, and I'm experimenting with different ones. I know one thing though--I totally agree with someone on here who said they actually don't like the big fluffy towels that make you feel like you're drying yourself off with ____, I can't recall the word they used, but meaning not absorbent. Whatever the amount of money, I think guests would like nice towels, but I still want to stay away from the soft but not absorbent ones. So far I've gotten some from Walmart, some from Target, a Big One brand from Kohl's, and an Egyptian cotton one from JC Penny and another one from there that was cheaper but seemed more absorbent. My head is just swimming with towels. I've washed the big fluffy one I got several times, without Bounce or such, as recommended, but it's still like trying to dry yourself with a fur ball or something. I know myself, I have one very absorbent towel that I've had for many years and if I can't find it or it's in the wash or something, I am not happy. Which of those John Lewis towels do you get?
Reply 19:
Is there any hosts which listings were deactivated because of the star ratings? I don't think Airbnb will really deactivate any of the listings that bring them money.
Reply 20:
Then that is bluffing? That doesn't sound good either...
reply 21:
I agree. But it seems ridiculous to deactivate listings from which they make money from, owned by hosts who are very active in bookings and in the Airbnb community. I understand doing this to hosts who are not responsive and/or tend to cancel reservations, but this attack on hosts without applying the same conditions on guests is ridiculous. I would like to know if there is any host which listing got deactivated regarding similar issues and how he/she dealt with it.
Reply 22:
This is a new strategy of theirs. And they don't really care about committed hosts. Only time will tell if they do initiate the deactivation of listings.
I welcome any of them, completely unannounced, to turn up on my doorstep to inspect my gorgeous clean flat. And my hospitality with maps, customised itineraries, suggestions and morning chat over lovely coffee I brew for everyone.
Reply 23:
Horrible. Waiting for similar strategy applied on guests!
Reply 24:
I had a guest write that I should give lessons on how to be an AirBNB host. It was just a rave and a half. What his stars are, don't know ... but it would break me if they were low, so I think I will never, ever look at his, or others. Re: the topic at hand, the *words* count with guests ... all my guests pick me based on prior reviews, I'm told.
Reply 25:
Same here. They comment on my reviews when they submit their Reservation Request. (Good to know they've read *something*!) Now.... does anyone have a link to what someone else wrote about her return guests not being able to book, etc.? I must have missed it.
Reply 26:
I'm actually giving thar lesson next month. I'm excited and narrowing down that to cover. The cleaning part will be covered with the ex-hotel manager, hope I can learn something as well. I will definitely tell other hosts do you best but not to worry too much about reviews!
Reply 27:
YES. And I think we offer different things -- some focus on welcome baskets, like a high-end inn, me I just ... converse **, often NOT about local logistics but anything else under the sun, and put together past guests and current ones for dinner at various local restaurants. ** easier for me than fancy toilet paper or blanket folding etc etc
Reply 28:
it's in the other giant thread she started, if you mean where she said to her returning and satisfied Dutch guests, that their low (overly strict) scores had tubed her entire AirBNB experience, essentially.
Reply 29:
Wow. Quite a disturbing and unnecessary threat.
I note that I have two identical apartments, next door to each other. One scores highly on value, the other low. Both are priced the same and are on average$40 per night less than the Airbnb suggested price.
Obviously there is nothing I can do and it annoys me.
Reply 30:
Not everyone is rational about value. Some people simply rate it low on value, because they think 'oh I could have paid just 40~50$ more for way better accomodation', not thinking that is DOUBLE the money they paid. Or some people are extremely stingy, they don't have a concept of fair price - anything more than free, basically they think they over-paid. And there is also some people just thinking - unless I got 100$ worth from 20$, it is not 5 star value. Sigh
Reply 31:
True! Over 112+ reviews, I have maintained 90-95% 5-star ratings in Cleanliness, Communication, Arrival, and Accuracy. That means that everything is consistently EXACTLY as described, that they were welcomed well, and everything couldn't be better. Yet.... there are two other categories: Location, and Value. In their reviews, guests RAVE about how the location is so wonderful in my quiet, safe, convenient neighborhood, with major public transportation to anywhere in the City just one block away on the corner until all hours, but then assign 3 or 4 stars for Location. I do things like provide them with a lovely presentation of classic Ghirardelli Chocolate and fresh organic fruit waiting on their table for them, and have upon occasion even washed, dried, and folded/hung up a week's worth of filthy clothing from their previous camping trips in the National Parks (while they're out enjoying the City). I've driven them places, shared meals with them, given those needing hand-holding many many hours of my time, yet they don't mention this at all, and give me a 3 or 4 for Value. Once of my more crass friends opined that unless some of these people got it all for free plus a (insert certain sexual favor that will be redacted if I write it here!), many people won't value you a 5!
Reply 32:
could you please re write the exact airbnb threatening message. French forumers would like to know it.
Reply 33:
Has anyone had a response from "Laura Hughes" ?
Reply 34:
Yes. Laura replied that she'd forward this to her core product group to see if perhaps they could see why the language seemed harsh. In my opinion, not understanding the core problem!
Reply 35:
That seems like the case for many CX experience I have had this year with Airbnb. They only touch the surfaces, doesnt mention the core issue. So Laura thinks it is ok to remove listings with 3 consecutive 4 star ratings?
Reply 36:
Agree with you, if the new sentence is:
'Please be kind enough not to have 3 consecutive 4 stars in one cathegory otherwise we are sorry but we should be obliged to desactivate your listing temporarily' , it won't change much thing.
Reply 37:
Cross-posting this with the thread... I'm feeling deflated and angry. I've been welcoming guests for the past eleven years, through early days with graduate exchange students, my home stay-language immersion students, Craig's List, as a member of Home Exchange, etc. I have to say that these most recent developments, where we can now see exactly how guests are rating us, has proven alternately exultant and crushing. I used to be relatively happy to see that I had 5 stars in everything but Location and Value, which remained steady at 4.5 stars. As a perfectionist, I wanted to see 5 stars all the way across. It was something I was striving for, as all of my guests are hosted in my home, which is my personal venue. Now I'm feeling disrespected and undervalued, when I can plainly see the results of my super efforts being displayed as a 4, accompanied now by a colored warning from Airbnb that I am less than perfect. By the way, since when is a 4 not very good? But yeah... shall I now have to choose only guests whom I feel will rate me a perfect 5 stars in every category across the board, lest I awake to more Airbnb chastising, and possible deactivation of my account???
Reply 38:
Exactly spot on. On every point miss. I feel exactly the same!
Reply 39:
At the end of the day, surely it's for guests to decide where to stay. Fir example if someone says 'I do a quick clean but don't expect spotless' and consistently get 3 stars but are much cheaper, why is this an issue? Guests can make up their own minds! The only thing that needs control is accuracy but surely it's obv to airbnb staff when a host is being unfairly marked down for this eg if someone has airbnb photos and loads of previous good acuracy reviews it would appear that the issue is with the guest and not the host
Reply 40:
Hi guys, hopefully this posts as I've been having difficulty accessing the forums the last few days. Every time I receive an email notification of ** commented on your post when I click that I get the Sorry, something went wrong error message. And that coincided with my posting the email. I'm hoping it's just another system glitch. Is anyone else having this issue or am I being censored?
Reply 41"
I can access the thread on my end with no problem.
Reply 42:
Yippee! I can access the forums fully again! It's been a right arse not having the access over the last few days. Mysteriously coinciding with me posting the threat email. Go figure
Reply 43:
Re this issue - please see my post on Airbnb NHF today. It appears we may have yet another 'glitch' in the system..
