How Does Airbnb Control the Quality of Listings?
Airbnb uses an advanced Hosting Quality System to control the quality of listings.
The latest version of Airbnb’s hosting quality systems was launched in 2023, with the latest AI-driven monitoring and algorithms.
The system primarily detects patterns of poor guest experiences—listing accuracy, guest reviews, host cancellations, reliability, customer-service incidents, etc.
The result? It flags listings that fall short. And if a listing repeatedly or severely underperforms, Airbnb can remove it from the platform anytime.
For your information, Airbnb has already removed more than 400,000 listings that failed to meet the set quality standards.
What are the factors that Airbnb’s hosting quality systems consider? Read on to learn!
Table of Contents
Guest Reviews and Ratings
The combination of guest reviews and ratings is the heart of the quality system.
After every stay, Airbnb asks guests to leave 1-5 star ratings and detailed feedback, which they can leave within 14 days. The ratings are based on different categories, such as:
Accuracy
Both Airbnb algorithms and guests want listings’ photos, description, and amenities to match reality. If something is misleading, guests can highlight the issue here.
Communication
Guests rate how responsive and helpful the host is before, during, and after the stay.
Cleanliness
This one is a big deal. If a place isn’t clean, guests can make it clear in their reviews, which can negatively impact the listing’s presence.
Location
The host can’t change where the property is, but they can describe it accurately. Guests rate the description’s accuracy, the neighborhood, and convenience.
Check-in
This is about how easy it is for guests to get into the place. Are the instructions clear? Do the keypad or lockbox work correctly?
Value
Did the guest feel the price was fair for what they got? That is what this rating covers.
Once the ratings across all these aspects are combined, they form an overall rating.
These scores aren’t just for show. Airbnb’s algorithm uses them to decide the quality of a listing. And if it has a good quality, it gets better placement in search results.
High scores mean more visibility and likely more bookings.
Low scores? The listing might get flagged for review, and if problems keep coming up, Airbnb can even remove it.
The “double-blind” review system also helps keep feedback honest—neither the host nor the guest can see the other’s review until both are submitted.
Host Performance Metrics
Airbnb also assesses the performance and efforts of the host to serve its guests.
The platform looks at different host-related measures, such as:
- Response rate
- Cancellation rate
- Overall star rating
- Number of stays
Airbnb has a Superhost program to reward those hosts who outperform in all these aspects with a Superhost badge. This badge is also shown on the host profile.
That said, here are the requirements to be a Superhost on Airbnb:
- 90% or higher response rate
- Less than 1% cancellation rate
- 4.8 or higher overall rating
- 10 reservations at least, or 3 reservations with a minimum of 100 nights in a year
Airbnb evaluates all the hosts across these aspects. If they qualify, they are given the Superhost badge automatically and a boost in the rankings of their listings.
Conversely, if they lag too much in these aspects, the platform de-ranks their listings and stops showing them to potential guests.
So, hosts have to perform well in this part.
This is Airbnb’s smart approach to ensure quality and make hosts host well.
Proactive Quality Checks
Consider this part as an extension of the “host performance metrics” part.
Airbnb mainly uses a self-regulating hosting quality system to pinpoint problems. But there is also a dedicated team and system to intervene when necessary.
Both can operate side by side to address issues before they get into bigger problems.
Algorithmic Flags
Airbnb’s system automatically flags listings that show a pattern of negative feedback. For example, multiple low ratings in a specific category, such as cleanliness.
“Needs Attention” Status
When a listing is flagged, it can be given a “Needs Attention” status. This is a warning to the host that their listing is underperforming or violating policies.
Probation and Suspension
If the host does not take action to resolve the issues, the listing is put on probation (with less visibility). Continued failure to meet standards can lead to temporary or permanent suspension.
Customer Service Complaints
If a guest reports a major problem like a safety hazard, inaccurate listing, or host no-show, Airbnb jumps in to investigate the whole matter.
If the issue is real, the host can face fines or removal.
Hosts can challenge Airbnb’s decision, but they need proof and documentation to support their claim. This ensures a level of fairness while maintaining a strict quality standard.
Tools to Deliver Great Stays
Airbnb doesn’t just set standards—they help hosts meet them.
The 5-Star Hosting series offers tips and training for delivering amazing hospitality.
The Superhost program rewards top performers, and it is bigger than ever—over 1.3 million Superhosts worldwide.
They’ve also invested in safety and trust. Both guests and hosts go through ID verification.
And their reservation screening technology has blocked over 1.4 million risky booking attempts to reduce unauthorized parties and disruptions.
Conclusion
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