My Airbnb score dropped, or my listing is in Pending Removal

A dropped Airbnb score almost always comes from recent guest reviews: Airbnb rates each listing in six categories, and the fastest way to find the problem is Smoobu's Airbnb Quality Dashboard, which shows exactly which category is pulling you down. If your listing shows Pending Removal, Airbnb plans to remove it permanently in 30 days, so contact Airbnb Support right away. Smoobu displays this data but cannot change it; scores and statuses are set by Airbnb.

Your score dropped in one or more categories

Airbnb scores every listing on six review categories: Cleanliness, Accuracy, Check-in, Communication, Location, and Value. The numbers come straight from guest reviews, so a drop means recent guests rated you lower in one of them. To find out why:

1. In Smoobu, open Analytics, then Airbnb Quality Dashboard. It's available once Airbnb is connected.
2. Find the lowest of the six category scores. Cleanliness is the most common culprit.
3. Open the Reviews Table and click View Details on the negative reviews. The details show the guest's Private Review (feedback sent only to you, never shown on your public listing) and any Customer Support Violations. The private review is often where the real problem is spelled out.
4. Fix what the reviews describe: cleaning gaps, slow replies, a listing description that promises more than the stay delivers.

Your score recovers as new, better reviews come in. Smoobu can't adjust the numbers, and neither can Smoobu Support. To dispute a review or a score, contact Airbnb Support directly.

One thing the score is not: Superhost. That's a separate Airbnb badge for hosts with an average review score of 4.8 or higher, not one of the quality statuses below.

Your listing status moved down Airbnb's quality ladder

Besides the category scores, Airbnb gives each listing an overall quality status. From best to worst: Good, Educate, Warn, Probation, Additional Warn, Pending Removal, Suspended, Removed. The Quality Dashboard shows your current status. Educate means one reported issue. Warn means a few issues, and Airbnb may reduce your listing's visibility. Probation and Additional Warn mean the listing is at risk of suspension or removal. Anything below Good deserves attention now, before it slides further: find the weak category and read the reviews behind it, exactly as described above. The status itself lives on Airbnb's side, so appeals go to Airbnb Support, not Smoobu.

Your listing is in Pending Removal

Pending Removal is the one status with a hard deadline: Airbnb removes the listing permanently in 30 days unless the issues are resolved. Act now:

1. Open the Quality Dashboard and identify which category is below par.
2. In the Reviews Table, open View Details on the negative reviews and read the Private Review and Customer Support Violations entries.
3. Contact Airbnb Support directly. Smoobu cannot affect the score or the removal decision, and Smoobu Support cannot appeal on your behalf. The appeal has to come from you, to Airbnb.
4. Fix the operational issues the reviews point to, so the resolution sticks.

Smoobu warns about "listing issues" on your Airbnb connection

Separately from the dashboard, Smoobu shows a notification banner on the Airbnb connection page in Channels when Airbnb reports listing issues on your account. There are three kinds: listings under warning (Airbnb has flagged review violations), listings pending removal (review immediately; this matches the 30-day status above), and listings that can be reactivated (a previously suspended listing Airbnb will allow back). Each entry carries a link that opens the affected listing on Airbnb, and the action always happens on Airbnb's side. If you believe a flag is wrong, take it up with Airbnb; Smoobu only passes on what Airbnb reports.

Check it's fixed

Open the Quality Dashboard again after you've made your changes. You're back on track when the listing status shows Good, the category scores stop falling, and the weekly 5-star review rate graph climbs as new reviews arrive. The dashboard updates when Airbnb updates its data, not the moment you fix something, so give it time after each change.

Related articles

• How do I connect Airbnb to Smoobu?
• My prices/availability aren't updating on Airbnb

Still stuck?

If this didn't answer your question, the Smoobu team is happy to help. In Smoobu, open the Help menu to open a ticket or book a call slot, or use the chat bubble in the bottom-right corner for a quick question during business hours.