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    Why reviews matter

    Reviews build trust in the community and help drive your business.
    Na Airbnb tarehe Nov 20, 2019
    Inachukua dakika 4 kusoma
    Imesasishwa tarehe Nov 20, 2019

    Highlights

    • Reviews are an important driver of business for hosts, and the foundation of Airbnb’s trusted community

    • Don’t wait for the review—stay in touch with guests and ask for feedback early so you can resolve any issues

    • View less-than-perfect reviews as opportunities to improve your listing or hosting style

    Reviews are essential to the entire Airbnb community, helping guests choose their travel plans wisely and enabling hosts like you to open their homes with confidence and attract guests who will love their stay.

    In fact, it’s not a stretch to say that your Airbnb business is based on positive reviews. Each review helps guests decide whether to book with you, and Airbnb data suggests that a higher number of positive reviews is correlated with higher earnings.

    How reviews work

    After each stay, hosts and guests have the opportunity to review one another. Both parties have 14 days following checkout to write a review, which remains hidden until both host and guest have submitted their reviews. After that, the reviews are published on the guest's profile and host's listing and profile pages. You can always respond to a review publicly.

    Learn how reviews work

    Writing reviews on guests is just as important as setting up the room for them.
    Beverlee and Suzie,
    Oakland, California

    How guests review your stay

    Travelers love to read about other people’s experiences with listings and hosts. Guests use the written feedback area to highlight whatever they loved (or didn’t love) about their stay.

    Star ratings

    In addition to written reviews, guests rate their overall experience with 1–5 stars. Your overall star rating appears on your listing after three guests have posted reviews—it’s an important factor both for guests evaluating your space, and for earning Superhost status (Superhosts must have an average overall rating of at least 4.8 stars).

    Guests can also provide star ratings with 1–5 stars on important, specific aspects of their experience, but these are not factored into your overall star rating. The specific categories are:

    • Cleanliness: Guests will expect the clean and tidy space they see in your listing photos. Check out these tips for ensuring your space is as clean as possible.
    • Value: Guests rate your space on their perception of whether your pricing was a fair reflection of your offering.
    • Communication: Clear, proactive communication is critical to ensuring guests’ needs are met. Here are some best practices for excellent host communication.
    • Location: Guests can provide feedback on whether your location was accurately depicted in your listing.
    • Arrival: A clear and simple check-in process sets the tone for a positive guest experience. Organize a smooth check-in with these tips.
    • Accuracy: Accurate and honest listing details help travelers decide whether your space meets their needs by providing clear info and must-know details.

    Getting positive reviews

    After guests check out, you can remind them to write a review. To encourage positive reviews, hosts generally have one recommendation: communicate with your guests regularly, from booking, throughout their stay, until checkout. Host Chris from Cleveland says it’s important to stay in touch throughout the stay by using Airbnb’s in-app messaging. “I make myself available to answer questions immediately. If something ever needs fixing, we address it immediately.”

    Using feedback to improve your listing

    Sometimes, guest reviews can be less than perfect. This can be frustrating, but it can also be an opportunity to make improvements to your listing or the hospitality you provide. Guests can offer perspectives you might not have considered. You might use this information to upgrade your amenities, change your check-in process, or update your listing description to be more accurate.

    ”Write a polite reply, review your listing to see what you can improve, and just keep having more and more guests!” says host Ira from Athens, Greece. “That's the best way to overcome bad reviews and ratings and have great experiences.”

    Getting private feedback

    You can also ask your guests for private feedback. This is a great opportunity—especially for new hosts—to ask guests for constructive input that doesn't penalize you or get shown publicly. That said, if you think a review written about you is inaccurate or violates Airbnb’s content policy, you can write a response within 30 days that will show up directly below the review and be visible to other guests and hosts.

    Reviewing guests

    Leaving a review for your guests is a chance to show your gratitude and provide helpful feedback—it also reminds them to review you. Particularly for guests who are new to traveling on Airbnb, your feedback will help them become expert travelers. “Writing reviews on guests is just as important as setting up the room for them,” say Beverlee and Suzie of Oakland, California. “You’re letting another potential host decide if they want to host them or not.”

    Here are some tips to remember for providing fair and constructive feedback:

    • Be honest and respectful
    • Address sensitive issues with kindness and professionalism
    • Include concrete examples of the behaviors guests can change whenever possible

    You can also leave your guests private feedback, which can enable you to be more candid and direct. Guests often appreciate that you can discuss sensitive topics privately before posting anything in public.

    Check how you’re doing

    Get a real-time view of how guests rate your space and hospitality.
    Track your progress

    Highlights

    • Reviews are an important driver of business for hosts, and the foundation of Airbnb’s trusted community

    • Don’t wait for the review—stay in touch with guests and ask for feedback early so you can resolve any issues

    • View less-than-perfect reviews as opportunities to improve your listing or hosting style

    Airbnb
    Nov 20, 2019
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