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    Why reviews matter

    Reviews on Airbnb build trust and help drive your business.
    By Airbnb on Nov 29, 2019
    3 min read
    Updated Apr 3, 2023

    Reviews help guests choose their travel plans. Airbnb data suggests that a guest browsing a listing page is more likely to book a place if it has a higher star rating.*

    How reviews work

    After every checkout, Hosts and guests have the opportunity to review one another. Each has 14 days to write a review, which remains hidden until both submit their reviews or the 14-day review period ends. After that, the reviews are published on the guest’s profile and Host’s listing and profile pages.

    Star ratings

    In addition to writing a review, guests can rate their overall experience with one to five stars. Your overall star rating appears on your listing after three guests have posted reviews.

    This is an important factor for guests evaluating whether to book your space, and for earning Superhost status. Superhosts must have an average overall rating of at least 4.8 stars over at least 10 trips or three reservations that total at least 100 nights.

    Guests can also add a star rating in specific categories, and specify what went well or could have gone better. For example, if your place is super clean, a guest might choose five stars and select “squeaky-clean bathroom.” Or you might get fewer stars on communication if a guest thinks your checkout instructions are excessive.

    The specific categories available to guests when they leave a review are:

    • Check-in: A clear and simple check-in process sets the tone for a positive guest experience.
    • Cleanliness: Guests will expect the clean and tidy space they found in your listing photos.
    • Accuracy: Accurate listing details help travelers decide whether your space meets their needs.
    • Communication: Proactively messaging with guests and responding promptly are critical to ensuring guests’ needs are met.
    • Location: Guests can provide feedback on whether your location was accurately depicted in your listing.
    • Value: Guests rate your space on their perception of whether your pricing was a fair reflection of your offering.

    Ratings are important for earning Superhost status. Superhosts must have an average overall rating of at least 4.8 stars over at least 10 trips, or three reservations that total 100 nights or more. Category star ratings do not impact Superhost status or any Host’s overall rating.

    Using feedback to improve your listing

    Guests can offer perspectives you might not have considered. Try to treat negative reviews as opportunities to make improvements to your place or your hospitality.

    You always have the option to reply to reviews publicly on your listing. When you respond constructively, you show that you take guests’ feedback and satisfaction seriously.

    Private feedback

    Guests can send you a private note as part of their feedback. This info is shared only with you. It's an opportunity for guests to tell you things without it affecting your rating or your review. You can also send your guests a private note to address their feedback.

    Reviewing guests

    Leaving a review for your guests is a chance to express your gratitude and provide helpful feedback. This also reminds guests to review you.

    Here are some tips to remember when reviewing guests:

    • Be respectful.

    • Include specific examples whenever possible, like: “This guest adhered to our quiet hours and followed our checkout instructions perfectly.”

    • Address sensitive issues with kindness, or save them for a private review.

    You’ll be able to rate guests on cleanliness, communication, and following your house rules. Your feedback will also help enforce ground rules for guests and allow you to report any guest who doesn’t follow them.

    *Based on internal Airbnb data on active listings as of November 2022.

    Information contained in this article may have changed since publication.

    Nov 29, 2019
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