Cleanliness

[Claudine514]

Morning, I am not sure why the rating under CLEANLINESS is 4.6. I can't seem to find which guests have a rating lower than 5, as I do with everything else, so I don't know what to 'fix'....

Anyone who could offer advice, please?

Thanks 

[Vivek143]

Hi  @Claudine514 

This can definitely be confusing—Airbnb doesn’t make it very easy to track which guest rated you lower in specific categories like cleanliness.

Here’s what you can do:

🔍 How to investigate your cleanliness rating

Go to Performance → Reviews in your hosting dashboard

Open your recent guest reviews one by one

Look for:

Any written comments mentioning cleanliness

Subtle hints like “generally clean but…”

👉 Important: Airbnb does not show category ratings (like cleanliness) per guest, only the overall star rating and written review.

💡 Workable ways to figure it out

Check your 4-star overall reviews

Most of the time, a lower cleanliness score comes from guests who left 4⭐ overall

Look for patterns

For example:

Comments about dust, bathrooms, linens, etc.

Even small mentions can impact the score

Review private feedback

Sometimes guests mention cleanliness issues there instead of public reviews.

Let me know if this helps 👍🏻 

[Shelley159 · Accepted solution]

Hi @Claudine514 

In the app, go to Insights, Quality, Overview. Scroll down to the reservations. If you click Read more on a.guest review you can see each guest's category scores.

[Claudine514]

Thank you so much, wow, this is valuable information!!

MUCH appreciated! ❤️

C.

Cape Town, South Africa ❤️

[Emilie]

Thank you Shelley and Vivek for your quick guidance!

@Claudine514 Have you already started looking at those insights? Have you found out anything useful for future bookings? 🙂