Answers for Superhosts about the coronavirus
Updated March 25, 2020
It’s a difficult time, and we know many of you around the world are being affected personally and professionally by the coronavirus (COVID-19). We’ve heard from some hosts who are concerned about losing their Superhost status, so we wanted to answer some of your questions here.
Here’s what all current Superhosts need to know about the upcoming April 2020 Superhost assessment:
Your Superhost status will not be impacted by canceling eligible reservations under our extenuating circumstances policy or by having a decrease in the number of bookings you’ve completed. For current Superhosts, the April 2020 Superhost assessment will waive two of the Superhost criteria that could potentially be affected by disruptions caused by COVID-19:
- Maintaining a cancellation rate of 1% or less
- Hosting at least 10 stays in the past year (or 100 nights over at least three stays for hosts with longer-term reservations)
Please bookmark this Help Center article for the latest details on eligible reservations that can be canceled without charges under our extenuating circumstances policy. Don’t worry if you get a notification that says your Superhost status is at risk—rest assured that your status is safe, whether you have to cancel under our extenuating circumstances policy or you simply can’t host as often right now.
Your overall rating will still affect your Superhost status. To maintain your status as a Superhost, you must still have an average rating of 4.8 or higher based on reviews from your guests in the past year. Guests know they can expect outstanding hospitality from hosts who maintain high ratings over time, and that expectation won’t change.
Communication still counts. Keeping your Superhost status depends on responding to 90% of new booking-related messages within 24 hours. Though you may not be able to accept every inquiry, it’s still important to respond quickly and continue to communicate with your potential guests.
We'll keep monitoring the impact of the coronavirus. This adjusted Superhost policy applies to our April 2020 assessment only, but we’ll be closely monitoring the situation. Please keep checking back here for updates on our Superhost program. We’re also working on finding solutions that will help support our hosts in a meaningful way, and we’ll share more soon. In the meantime, we’ll keep tracking your top questions and answering them here.
Thank you for your patience and understanding as we work to support our entire community during this difficult time. As Superhosts, you set a high bar for hospitality, which we appreciate more than ever during these times of uncertainty.