Q1. What are the basic requirements of the Outdoorsy Superhost program?
A1. There are four program requirements a Host must meet to be eligible for the Superhost program:
- Approval/decline time: Hosts must maintain a 90% approval/decline rate of less than 24 hours. Quick responses increase guest satisfaction and trust, smoothing the booking process.
- Host rating: Hosts must maintain an average rating of 4.85 stars or higher from guests, with a minimum of 3 reviews. This demonstrates consistently high levels of service and guest satisfaction.
- Cancellation rate: Hosts should maintain a Host cancellation rate of less than 3%. Cancellations frustrate guests and can harm the platform’s reputation.
- Bookings per period: Hosts must have six or more departed bookings over the previous 12 months. This demonstrates that Hosts can handle multiple guests with different needs over a sustained period.
We will calculate these metrics quarterly – based on the past 12 months’ performance – to determine which Hosts are eligible for the program. We will notify Hosts right after the calculation period to let them know if they qualify for the Superhost program.
Q2. Does the 24 hours for approval/decline mean I only have to respond to a message from a guest in that time?
A2. Of course, we encourage prompt replies to all guest messages. However, this metric is about the time it takes to approve or decline a booking request. Today, about one-third of qualified requests never get a Host response! We want to change this. Deciding not to Host a guest is okay, but we want you to promptly inform the guest so they can choose another rig to rent. Declining to Host a guest is not a factor in the Superhost program. One easy way to meet this requirement is to turn on Instant Book for your rental. Not only will enabling this feature help you meet this requirement, but Hosts who use Instant Book earn about 20% more than those who don't.
Q3. I don’t have a 4.85 Host rating. How can I improve this?
A3. More than three-quarters of Hosts have a 4.75 rating or higher, so we know this is possible! There are several steps you can take to boost your rating. One is to respond promptly and thoughtfully to guest messages and be proactive and communicative during the pre-departure period and while the guest is using your rig. Another is to provide exemplary customer service to guests, including by offering essentials. Essentials include:
- Kitchenware: Cutlery, bowls, plates, mugs, a pot and pan, a cutting board, a coffee drip/maker, a bottle opener, a lighter, and cleaning supplies.
- Linens: Fitted sheet(s), flat sheet(s), comforter(s), pillows with pillowcases, body towels, and kitchen towels.
- Other: Toilet paper.
Today, some Hosts supply these only as monetizable add-ons. However, we do not want Superhosts to upcharge for these items. Superhosts can increase their nightly rate to account for these amenities, but they should not charge for these essentials. If we see a Superhost charging for basic amenities, we may remove them from the program.
Q4. How are guest ratings calculated, and do they ever expire?
A4. Guest ratings are the average of the total star ratings your guests have given you. They do not expire.
Q5. Do I get penalized if my rig breaks down and I can’t depart trips or cancel?
A5. We understand that things happen outside your control. Sometimes, your rig needs a repair. To remain in the Superhost program, Hosts must maintain a Host cancellation rate of less than 3%. You should be fine if you’re not a habitual canceller. (A majority of Hosts are not.)
Q6. I meet most criteria, but Outdoorsy hasn’t provided me with enough bookings. How can I overcome this?
A6. For now, a minimum of six bookings per 12-month period is a hard requirement. This requirement demonstrates that Hosts can handle multiple guests with different needs over a sustained period. As the program evolves, we may consider changing the requirement to make it easier for Hosts in areas with narrow booking windows to participate.
Q7. How often are Hosts re-evaluated? Do I lose Superhost status if I fall below the requirements? How do I apply to get back into the program?
A7. Because bookings per period look back over the past 12 months, we will calculate Superhost metrics quarterly – but based on the past 12 months performance – to determine which Hosts are eligible for the program. A Host will be admitted into the program if they meet all the requirements during the quarterly analysis. They will be removed from the program if they do not meet all the requirements. A Host does not need to “apply” to the program; we will do the work for them. Depending on their performance, a Host could be in the program one quarter and out of the program the next quarter (and vice versa).
Q8. Is there a minimum time on the platform to become an Outdoorsy Superhost?
A8. There is no minimum. As long as you meet the above criteria, you are eligible.
Q9. Do Outdoorsy Superhosts benefit from reduced fees?
A9. Outdoorsy is not able to reduce Host fees for the initial launch. However, we will promote the program to guests through email and search filters. We will add a Superhost badge to your listing in search results and on your listing page. Finally, we will boost Superhosts in search results. This improved visibility will increase your overall booking rate, bringing you additional, incremental revenue. After the program is live, we may offer reduced fees to reward Superhosts.
Q10: I list my rig on multiple rental platforms. Will you provide incentives so that I can use Outdoorsy exclusively?
A10: That’s the goal! We would love it if this program provided enough value and bookings that you would not need to list on other platforms. As the program matures, additional monetary incentives may be available. We’re currently exploring options.
Q11: Can we get a dedicated “Superhost customer support” experience as an Outdoorsy Superhost?
A11: We are exploring a “priority” support queue for Superhosts. This program has yet to be defined, but we are thinking about how to offer this.
Q12. Is my status tied to each vehicle I own and rent on Outdoorsy or to me as a Host, irrespective of rig?
A12. Super Host status is assigned at the Host level. Therefore, if you have multiple rigs and one qualifies you as a Superhost, the badge will appear on all the listings you operate. (We hope you will provide Superhost-level service on all your rigs!) We may change this in the future and assign Superhost status at the LISTING level.
Q13. How is Superhost different from “Highly Rated”?
A13. Superhost listings meet the criteria identified above. “Highly rated” listings have more than five 5-star reviews and a star rating average greater than 4.
Q14. When does the program launch?
A14. The program launched on January 31, 2025.
Q15. Are there “Terms and Conditions” for the program?
A15. Please click here to learn about Outdoorsy’s Terms and Conditions.
Q16. As a Host, how do I find my Superhost stats on Outdoorsy.
A16. Log into your dashboard. Navigate to the Insights tab. Click Superhost.
NOTE: This article was updated on April 14, 2025, to reflect changes in the program requirements.