{"id":27708,"date":"2024-09-26T15:00:00","date_gmt":"2024-09-26T14:00:00","guid":{"rendered":"https:\/\/turo.com\/blog\/uk\/?p=27708"},"modified":"2024-10-03T18:59:29","modified_gmt":"2024-10-03T17:59:29","slug":"all-star-host","status":"publish","type":"post","link":"https:\/\/turo.com\/blog\/uk\/news\/all-star-host\/","title":{"rendered":"Introducing the new All-Star Host criteria"},"content":{"rendered":"\n

Turo hosts are dedicated, hardworking entrepreneurs who are committed to providing excellent experiences to their guests. To help raise the bar on five-star guest experiences, starting in early October 2024, we’re introducing updated criteria to qualify for All-Star Host status. Our decision to raise the bar is grounded in data that shows when hosts delight their guests with excellent experiences, guests are more likely to use Turo again, creating more future business for hosts.<\/p>\n\n\n\n

The October 2024 performance evaluation for All-Star Host and Power Host status will be based on the current All-Star Host criteria. In January 2025, hosts will be evaluated on the newly introduced criteria for the first time, covering the October to December 2024 period. This will give hosts a fresh start to help them work towards achieving these new performance metrics.<\/p>\n\n\n\n

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Overview of the updated All-Star Host criteria<\/h2>\n\n\n\n

Five-star rate<\/span><\/a><\/h3>\n\n\n\n

At least 85% overall 5-star ratings for all completed trips<\/p>\n\n\n\n

Maintenance rate<\/span><\/a><\/h3>\n\n\n\n

At least 80% 5-star maintenance ratings for all completed trips<\/p>\n\n\n\n

Cleanliness rate<\/span><\/a><\/h3>\n\n\n\n

At least 80% 5-star cleanliness ratings for all completed trips<\/p>\n\n\n\n

Cancellation rate<\/span><\/a><\/h3>\n\n\n\n

3% or lower for all trips<\/p>\n\n\n\n

Completed trips<\/span><\/a><\/h3>\n\n\n\n

20+ completed trips<\/p>\n\n\n\n

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Reimagining the All-Star Host program<\/h2>\n\n\n\n

Turo has evolved a lot since we created the All-Star Host program in 2019. Now, based on data and guest feedback, we have a deeper understanding of what\u2019s most important to guests. <\/p>\n\n\n\n

The All-Star Host program celebrates host excellence and needs to reflect the criteria that matter most to guests and what makes a genuinely five-star guest experience.<\/p>\n\n\n\n

The new All-Star Host program is designed to drive better guest experiences and more overall bookings, which will result in more earnings for hosts.<\/p>\n\n\n\n

People want to drive cars that are in good condition and well-maintained. Similarly, guests expect the vehicles they book on Turo to be clean, inside and out, just like you\u2019d expect from a traditional rental car company. Guests say maintenance and cleanliness are most important to them. So the refreshed All-Star Host criteria elevates these metrics as essential to providing an excellent guest experience.<\/p>\n\n\n\n

Additionally, since all trips are now instantly booked<\/a>, acceptance rate and response rate won\u2019t be part of the updated All-Star Host criteria anymore.<\/p>\n\n\n\n

Lastly, the new criteria will evaluate hosts on all completed trips, (with and without ratings) instead of only rated trips. Our research shows that when guests don\u2019t rate a trip, they tend to have had a negative experience and are less likely to use Turo again. By accounting for these guest experiences as well as rated trips, All-Star Host status will better reflect our highest-performing hosts.<\/p>\n\n\n\n

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Understanding what\u2019s changing<\/h2>\n\n\n\n
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When the changes are going into effect<\/h2>\n\n\n\n

The first performance evaluation with the updated All-Star Host metrics will be in January 2025. Here\u2019s the transition plan:<\/p>\n\n\n\n

EARLY OCTOBER, 2024<\/span>
\u2022 Hosts will see the new criteria in their performance dashboard.<\/span>
\u2022 Hosts\u2019 performance metrics for the five-star, maintenance, and cleanliness ratings will be reset, to help hosts successfully transition to these new metrics.
\u2022 Hosts\u2019 cancellation rate won\u2019t be reset and will cover the previous 365 days.
\u2022 The number of completed trips won\u2019t be reset and will continue to track hosts\u2019 completed trips during the previous 365 days.<\/span>
\u2022 Hosts will still be able to access their past metrics and historical performance ratings.
\u2022<\/span> Hosts\u2019 profile and listings metrics (number of completed trips, ratings, and reviews) will continue to be visible to guests.<\/p>\n\n\n\n

OCTOBER 15, 2024<\/span>
\u2022 The October 2024 performance evaluation will be based on the current<\/em> All-Star Host criteria.<\/p>\n\n\n\n

JANUARY 15, 2025<\/span>
\u2022 <\/span>The first performance evaluation based on the updated All-Star Host metrics, will cover the October 8 to December 31, 2024 period and will occur on January 15, 2025.
\u2022 Hosts\u2019 cancellation rate and completed trip metrics will be evaluated based on the previous 365 days.<\/p>\n\n\n\n

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Understanding the updated criteria<\/h2>\n\n\n\n

Read on for more info on the refreshed criteria as well as useful tips to hit each metric.<\/p>\n\n\n\n

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Five-star rate<\/h2>\n\n\n\n

Hosts will need 85%+ five-star ratings on all completed trips to achieve All-Star Host status, highlighting exceptional hosts and encouraging more hosts to offer excellent experiences.<\/p>\n\n\n\n

Not surprisingly, guests who have a positive experience on Turo are more likely to:<\/p>\n\n\n\n

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Give a five-star rating<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Book more trips<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Recommend Turo to their friends and family<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

Data shows that guests who have negative experiences on Turo are less likely to book more trips on the platform. Additionally, because many guests feel uncomfortable leaving a negative review when they have a bad experience, guests who don\u2019t rate a trip tend to have had a negative experience.<\/p>\n\n\n\n

These quotes are from two anonymous guests who each had negative experiences but didn\u2019t leave a review:<\/strong><\/p>\n\n\n\n

“I was conflicted because I didn\u2019t want to hurt someone’s source of income and didn\u2019t want that extra stress. I did feel guilty for not letting other people know the issue.”<\/p>\n\n\n\n

“I \u2026 didn\u2019t want to leave a bad review, \u2026 [I] didn\u2019t want to ruin their business and reputation.”<\/p>\n\n\n\n

The chart below shows how likely guests are to book additional trips on Turo based on how they rated their first trip on the platform.<\/p>\n\n\n\n

How guests\u2019 trip ratings impacts the likelihood of booking additional trips<\/strong>
Guests who rate their first trip five stars are, on average 21% more likely to book additional trips on Turo than guests who don\u2019t rate their first trip. This trend also applies to guests\u2019 subsequent trips.<\/p>\n\n\n\n

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This chart represents guests across all regions where Turo is available, whose first trip ended between January 1, 2022 and July 31, 2024.<\/figcaption><\/figure>\n\n\n\n
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This chart represents guests across all regions where Turo is available, whose second trip ended between January 1, 2022 and July 31, 2024.<\/figcaption><\/figure>\n\n\n\n
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This chart represents guests across all regions where Turo is available, whose third trip ended between January 1, 2022 and July 31, 2024.<\/figcaption><\/figure>\n\n\n\n
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How to offer a five-star experience
<\/strong>Hosts get five-star ratings by consistently keeping their vehicles well-maintained and clean, and clearly communicating pick-up and drop-off info.

Guests also appreciate hosts who offer outstanding hospitality and a more personalised experience. These hosts are flexible with guests, share useful info about the car, and offer personal touches like using the guest\u2019s name in messages.<\/p>\n<\/div><\/div>\n\n\n\n

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How to get more five-star reviews
<\/strong>The single best way for hosts to get more reviews is to offer an excellent guest experience.

The chart below shows that hosts who consistently rate their guests are more likely on average to receive a rating than hosts who don\u2019t. These hosts also tend to offer a five-star experience, be more engaged, and have a good rapport with their guests.<\/p>\n<\/div><\/div>\n\n\n\n

Likelihood of trip rating, by whether host rated guest<\/strong><\/p>\n\n\n\n

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This chart covers trips ending in July 2024, across all regions where Turo is available.<\/figcaption><\/figure>\n\n\n\n
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Many successful hosts send their guests a thank you message after the trip and politely ask for a review. Also, since guests are more likely to review the trip if the host reviews them, hosts should always review their guests.<\/p>\n\n\n\n

Lastly, Turo has recently made improvements to help encourage more guests to leave reviews. When guests open the Turo app after a trip, they\u2019re now taken directly to the ratings page. Turo now also sends guests several reminders to rate their trips.<\/p>\n\n\n\n

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Maintenance rate<\/h2>\n\n\n\n

Hosts will need 80%+ 5-star maintenance ratings on all completed trips to achieve All-Star Host status. While Turo has always required hosts to have well-maintained vehicles, now there will be a maintenance criteria for All-Star Host status.<\/p>\n\n\n\n

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How to get a high maintenance rate
<\/strong>It\u2019s important for hosts to proactively stay on top of routine maintenance and repairs to avoid any problems. Common maintenance issues can result in guests having to cancel their trips or needing a tow, including:
\u2022 Safety or mechanical issues with the brakes, shocks, radiator, transmission, etc. that prevent the car from driving normally. These cars could still be drivable, but guests feel unsafe continuing the trip.
\u2022 Mechanical failure making the vehicle undrivable
\u2022 Tyre damage
\u2022 Expired road tax or MOT<\/p>\n<\/div><\/div>\n\n\n\n

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Cleanliness rate<\/h2>\n\n\n\n

Hosts will also need 80%+ 5-star cleanliness ratings on all completed trips to be an All-Star Host. Turo has always expected hosts to have clean vehicles, and now cleanliness will be its own All-Star Host criteria.<\/p>\n\n\n\n

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How to get a high cleanliness rate
<\/strong>The most professional hosts on Turo clean their vehicles to the standard of traditional rental car companies, since guests understandably expect this level of cleanliness. It\u2019s important for hosts to wash and vacuum the vehicle, and wipe down the console before every trip, as well as use odour removers to neutralise any bad smells.

Hosts should adjust their trip buffer settings if they need more time to clean between trips.<\/p>\n<\/div><\/div>\n\n\n\n

Guests\u2019 ratings across different categories<\/strong><\/p>\n\n\n\n

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This chart represents guests across all regions where Turo is available, whose trip ended between January 1, 2022 and July 31, 2024.<\/figcaption><\/figure>\n\n\n\n
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The chart above shows guests\u2019 ratings across different categories for all trips. After guests rate their trip overall, they can rate five different aspects of their experience. The chart shows that guests were most dissatisfied with the maintenance and cleanliness of the cars they booked.<\/p>\n\n\n\n

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Cancellation rate<\/h2>\n\n\n\n

Hosts will need a 3% or lower cancellation rate to achieve All-Star Host status. Cancelling on guests creates a terrible experience and should definitely be avoided. <\/p>\n\n\n\n

The chart below shows that when a host cancels a guest\u2019s first trip, the guest is less likely to book another trip with Turo.<\/p>\n\n\n\n

Longer term impact of cancelled trips on guests<\/strong>
When a host cancels a guest\u2019s first trip, the guest is 22% less likely to book another trip on Turo compared to guests who didn\u2019t experience a cancellation. When a host cancels a guest\u2019s subsequent trips the guest is also less likely to book future trips on Turo.<\/p>\n\n\n\n

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This chart represents guests across all regions where Turo is available, whose first booking happened between January 1, 2022 and July 31, 2024.<\/figcaption><\/figure>\n\n\n\n
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How to maintain a low cancellation rate
<\/strong>The best hosts avoid cancellations by keeping their trip preferences, vehicle availability, and pickup and return hours up to date.

If a host has to cancel a trip and they have another, similar vehicle that’s available, they can offer the guest a vehicle swap<\/a>. <\/p>\n<\/div><\/div>\n\n\n\n

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Completed trips<\/h2>\n\n\n\n

Hosts will need at least 20 completed trips instead of 10 to achieve All-Star Host status. We\u2019ve gotten a lot of feedback from hosts that 10 trips aren\u2019t enough to prove a host\u2019s excellence. With this in mind, we\u2019re raising the bar to identify our most dependable hosts who keep offering high-quality service, trip after trip.<\/p>\n\n\n\n

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How to get more bookings<\/strong>
Strategies that can help hosts get more bookings include:
\u2022 Offering delivery, including to airports, train stations, and hotels 
\u2022 Pricing competitively
\u2022 Posting attractive, high-quality listing photos<\/p>\n<\/div><\/div>\n\n\n\n

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All-Star Host perks and privileges<\/h4>\n\n\n\n

All-Star Hosts will continue to enjoy the same exclusive rewards for being glowing ambassadors of the Turo community. Additionally, becoming an All-Star Host is a key step on the path to achieving Power Host<\/a> status.<\/p>\n\n\n\n

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Raising the bar together<\/h4>\n\n\n\n

We\u2019re committed to hosts\u2019 success and supporting hosts through this transition. We know hosts work hard to create successful businesses on Turo and we\u2019re confident they\u2019ll step up to the challenge. When hosts strive for consistent, exceptional guest experiences, we believe the Turo marketplace will be more popular with more guests, creating more business for hosts.<\/p>\n\n\n\n

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Share your thoughts<\/h4>\n\n\n\n

We\u2019d love to hear your feedback on how you think these changes might impact you and what we can do to support you. Please fill out this short survey to share your thoughts.<\/p>\n\n\n\n

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Take the survey<\/a><\/div>\n<\/div>\n\n\n\n
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