Since welcoming the primary Airbnb visitors in 2007, our neighborhood has grown to over 5 million hosts, welcoming over 2 billion visitor arrivals1 in virtually each nation throughout the globe.
At the same time as our neighborhood has grown, our platform stays one constructed on belief. We’re dedicated to serving to each visitor have a optimistic and memorable expertise and offering hosts with the instruments they should present the absolute best keep. High quality issues at each step of the Airbnb expertise, from discovering and reserving a house, and having a optimistic keep, via to leaving a ranking and evaluation on the finish of a visit.
Daily, over 1,000,000 visitors examine into an Airbnb2 , and we would like every of them to really feel assured realizing what they will anticipate after they e book. That’s why we’re excited to launch our first World High quality Report—a complete have a look at how we’re bettering high quality and reliability throughout our platform. This report displays our ongoing dedication to perfecting our core service whereas offering better transparency to our stakeholders around the globe.
Bettering the visitor expertise
From first-time bookers to long-time visitors, we all know what visitors worth: dependable, high-quality listings.
High quality isn’t merely decided by an inventory’s total ranking. There are lots of components that contribute to the standard of a visitor’s keep, together with cleanliness, ease of check-in, accuracy, host cancellations, and Neighborhood Assist points. As we’ve labored to lift high quality on Airbnb, we’ve taken steps to enhance all the completely different features that contribute to a optimistic keep.
Over the previous three years alone, we’ve launched greater than 535 new options and upgrades to assist good the core service and make Airbnb an total higher service for each hosts and visitors. Beneath is a snapshot of a few of the initiatives we’ve launched and the optimistic impression they’re having on each visitors and hosts.
Serving to visitors discover the perfect locations to remain
To make it simpler for visitors to search out the perfect locations to remain, we’ve launched options like Guest Favorites – a set of the most-loved houses on Airbnb, based mostly on scores, evaluations, and reliability information – and top listing highlights, which present percentile rating for the highest 1 %, 5 %, and 10 % of eligible houses.
Visitors are loving these updates. Since its launch, over 250 million nights have been booked at Visitor Favourite listings3 with the common total ranking throughout all Visitor Favorites remaining excessive at 4.92.4 Listings within the high 1, 5, and 10 % of ranked listings globally, have additionally acquired over 3 million five-star scores5, making up a fifth of all five-star evaluations6. We additionally revamped scores and evaluations – together with including the power to type evaluations from lowest to highest, added a ranking distribution chart, and extra particulars in regards to the reviewer – to assist visitors extra simply perceive if an inventory is true for them.
We’ve additionally targeted on decreasing host cancellations, which we all know is a serious ache level for visitors, and made important modifications to discourage avoidable host cancellations, together with:
- adjusting default reserving settings and decreasing calendar availability, to provide new hosts better management and suppleness earlier than their first reserving;
- new pricing instruments for hosts to permit them to simply see the value visitors pay, to assist forestall inaccurate pricing; and
- firmer penalties and stricter insurance policies for host cancellations that would have been averted.
These updates have contributed to host cancellation charges lowering practically 30 % 12 months over 12 months.7
How higher stays impression scores and evaluations
We imagine our funding in itemizing high quality, host schooling, and deterring host cancellations has contributed to a optimistic impression on visitor scores and evaluations.
Rankings and evaluations are certainly one of Airbnb’s preliminary improvements. Over the previous 16 years, visitors have left over 460 million evaluations8 – which has, in flip, helped different visitors discover and select the fitting keep for them. Since making investments in bettering high quality and reliability, we’ve seen a mean itemizing ranking of over 4.75.9 Final 12 months greater than 4 out of each 5 evaluations10 left by visitors have been 5 stars, and fewer than 1 % of evaluations have been one-star.11
Serving to hosts present high-quality stays
As we retain and entice new hosts, we’re dedicated to conserving our provide high quality excessive. To empower hosts to ship world-class stays, we’ve offered them with in depth assets in our Useful resource Middle similar to our 5-Star Hosting series to assist them perceive how one can present glorious hospitality and earn the very best ranking doable. Our Superhost program, which is in its tenth 12 months, additionally continues to reward our top-performing hosts. Final 12 months, our Superhost neighborhood grew by virtually 15 %12 to over 1.3 million hosts13 – the very best in our historical past.
Boosting belief with hosts
We’ve additionally launched a variety of initiatives to assist hosts really feel assured about welcoming visitors into their dwelling. This contains our ID verification process for visitors and hosts in addition to our proprietary reservation screening technology, aimed toward serving to to scale back unauthorized and disruptive events. Since launching over a 12 months in the past, our reservation screening expertise has blocked or redirected greater than 1.4 million visitors14 worldwide from making an attempt to e book on Airbnb.
Hosts may also higher perceive a guest’s history on Airbnb earlier than accepting a reserving by studying evaluations from previous hosts, utilizing our safe messaging service to ask the visitor questions earlier than their keep, or in the event that they’re a brand new host, specify that they want an experienced guest for his or her first reservation.
Eradicating low-quality listings
Whereas options like Visitor Favorites and high itemizing highlights assist visitors discover the perfect locations to remain, visitors should still encounter listings that fall wanting their expectations.
In 2023, we launched our updated hosting quality system, which takes a extra focused and holistic method to judge listings towards our high quality standards. It has been an efficient option to consider listings on Airbnb, present schooling and actionable suggestions for hosts, and take away listings that fail to fulfill our bar for high quality.
Since its launch, we’ve eliminated over 400,000 listings that failed to fulfill our high quality requirements.15 By eradicating these low-quality listings, we’re serving to to scale back the probability that visitors may need a unfavourable expertise, as evidenced by an roughly 15 % lower within the share of quality-related customer support points 12 months over 12 months.16
Our work continues
At Airbnb, we’re continuously innovating for our neighborhood. We’re pleased with the progress our devoted groups, industry-leading insurance policies and merchandise, and priceless companions have made to assist make every keep a optimistic expertise for visitors and hosts – however we all know our work continues.
We sit up for sharing extra in regards to the optimistic impression of our continued efforts.
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