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How to provide an Excellent Service

Updated: March 19, 2023

To help create comfortable, reliable stays for guests, we ask all Hosts to meet these requirements for each of their listings:

Be responsive: Keep your response rate high by replying to inquiries and trip requests within 24 hours
Accept trip requests: Make guests feel welcome by accepting requests whenever you’re available
Avoid canceling on guests: Take cancellations seriously and try to avoid them—they’re a huge inconvenience
Maintain a high overall rating: Guests expect a consistent level of quality, no matter where they book

Find out how you’re doing in each of these areas. Places that consistently fall below average could be subject to penalties.

Inaccurate: it doesn’t reflect what I see in the product

Unclear: it’s difficult to understand

Missing information: it’s not comprehensive enough

Irrelevant: it doesn’t match what I searched for

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