Airbnb & Vrbo’s AI-Powered Review Shake-Up: What Hosts Need to Know

In the ever-evolving landscape of short-term rentals, staying informed about platform updates is crucial for hosts aiming to maintain a competitive edge. Recently, both Airbnb and Vrbo have subtly shifted their review display algorithms from a “Most Recent” to a “Most Relevant” default setting. This change, powered by artificial intelligence (AI), seeks to present potential guests with reviews that best inform their booking decisions, rather than simply showing the latest feedback.

Understanding the Shift:

Traditionally, reviews were displayed chronologically, allowing newer positive reviews to overshadow older negative ones—a strategy some hosts relied upon to mitigate the impact of unfavorable feedback. However, with the integration of AI, the focus has shifted to relevance. This means that reviews highlighting recurring themes or specific property aspects are more likely to be featured prominently, regardless of their age.

For instance, if multiple guests mention that a property’s scenic view is obstructed during summer months due to foliage, the AI may prioritize these reviews to inform future guests accurately. This approach ensures that potential guests receive a well-rounded understanding of what to expect, aligning with the platforms’ commitment to transparency and trustworthiness.

One key point for hosts to note is that when you view your own listings, you may not even see this change reflected in your reviews. In order to see your listing as your guests will see it, you need to open an incognito browser and view your listing there. Many hosts report that this change has not been rolled out to their listing until they check it in an incognito browser. This is an important step to take so that you can see firsthand how reviews are being presented to potential guests.

Implications for Hosts:

This algorithmic adjustment necessitates a proactive approach from hosts:

1. Enhanced Transparency: Clearly communicate any potential limitations or seasonal changes in your property listing. For example, if the panoramic view is best during winter months when trees are bare, mention this in the description and include seasonal photos to set accurate expectations.
2. Thoughtful Responses to Reviews: Crafting considerate and informative responses to reviews, especially those highlighting concerns, becomes paramount. A well-articulated reply not only addresses the specific guest’s feedback but also demonstrates to future guests your commitment to transparency and improvement. For example:
   “Thank you for your feedback. We’re glad you enjoyed your stay overall. Regarding the view, as noted in our listing, the scenic overlook is most prominent during the winter months when the trees have shed their leaves. We invite you to visit us during that season to fully experience the breathtaking vistas our property offers.”
3. Proactive Issue Resolution: Anticipate potential guest concerns by addressing them before they become problematic. If certain amenities are seasonally affected, consider physical adjustments where possible or provide alternative perks to enhance guest satisfaction during those periods.
4. Addressing Fixable Issues Quickly: Some negative reviews highlight issues that are entirely fixable. For example, if a guest reports that the internet service was unreliable during their stay, it’s crucial to treat this with urgency. First, check with the internet service provider to see if there was an outage. If no outage is reported, visit the property and test the connection. If you find that the router has malfunctioned and is causing connectivity problems, replace it immediately with a new, higher-speed model. Once the issue is resolved, respond promptly to the guest, apologizing for the inconvenience, thanking them for bringing it to your attention, and informing them that the faulty router has been replaced. This response not only reassures future guests that the problem has been resolved but also demonstrates that you’re a proactive and responsive host who prioritizes guest satisfaction.

Embracing the Change:

While this shift may initially seem challenging, it offers an opportunity to build stronger trust with potential guests. By ensuring that the most pertinent information is readily accessible, hosts can attract guests whose expectations align closely with the property’s offerings, leading to more satisfied stays and positive reviews.

At ChattaStays, we recognize the importance of adapting to these changes. By staying informed and proactive, we can continue to provide exceptional experiences that resonate with our guests, fostering lasting relationships and sustained success in the short-term rental market.