Special note: We released additional scores and new Star Host criteria in November 2020. Hosts have until February 2021 to raise their scores to meet the new Star Host criteria if they don't already. If you are a Star Host in November 2020 and don't dip below the previous Star Host requirements, you will retain your badge. In February 2021, the new criteria will be enforced.
As our community grows, we’re always working to improve the ways in which we serve our Hipcampers and reward Hosts who offer truly incredible experiences. The current Star Host criteria was allowing for some not so great experiences like declining booking requests, or canceling due to a calendar not being up to date. Our new criteria reflects what's important to campers as well as what you as a Host can control, and we're so impressed by how many Hosts already meet this criteria.
Your performance as a Host can easily be monitored from your Dashboard homepage where you can view your scores that relate to providing an excellent experience to Hipcampers. These scores can help you understand more about your Hipcamp business - what’s working and what you may want to focus on to offer even more incredible experiences and work towards Star Host status.
Here’s what goes into your 3 top-level scores:
Acceptance Rate: If you are set up as ‘Request to Book,’ this shows what percentage of received requests you’ve accepted.
Recommend Rate: This shows what percentage of Hipcampers would recommend staying at your listing.
Commitment Rate: This shows the percentage of bookings you have kept without canceling. This rate excludes cancellations made due to extenuating circumstances like natural disasters. Hipcamper cancellations are excluded from your scores. There will soon be an option to choose 'cancelling on behalf of Hipcamper' in your calendar, and those cancellations won't count against you either.
Here's an example of what your dashboard could look like. The scores are based on the last rolling 90 days you’ve been open. If you've been paused, that time will not count towards your scores. The colors show you how your scores compare to the rest of Hipcamp Hosts.
You can click 'View health report' and see five more specific scores that you can monitor. The scores are based on additional questions we ask Hipcampers after they make a recommendation, allowing us to get more details for you in case they don't leave a written review. We are excited to share this additional data with you so that you can understand what Hipcampers love and what areas you could focus on to improve the experience you're offering.
- Privacy: This measures what percentage of your guests felt they had a private experience. (We ask: Was the site as private as you expected?)
- Upkeep: This measures what percentage of your guests felt that your property was clean and tidy. (We ask: How was the site upkeep?)
- Expectations: This measures what percentage of your guests felt that your listing accurately represented your offerings. (We ask: How did the site compare to your expectations?)
- Directions: This measures what percentage of your guests felt that they could easily find your property. (We ask: Were the directions accurate?)
- Inclusion: This measures what percentage of your guests felt that you offered an inclusive experience. (We ask: Was your Host inclusive and welcoming of everyone in your group?)
Here's an example of what this could look like:
The Qualities scores do not impact your Star Host status at this time, though they may in the future.
We want to give you time with these new scores before making them publicly visible on your listing page, so please note that they will all be private to you until early February.
These are scores that matter to Hipcampers, so surfacing them helps set expectations for how awesome it’ll be staying at your listing. Please note that while all the other Quality scores will be public on your listing page starting in February, the inclusion score will remain private to you in your dashboard and monitored in line with our inclusion policy. This is subject to change in the future.
We’re so excited to give you, our partners, access to this data and feedback from Hipcampers. We hope that by knowing what's going great and where to focus your efforts further, you can attract more bookings and keep hosting even more amazing trips!