Can we collective agree on a star rating guide?

[Cody235]

There are posters available on Etsy, Amazon, etc. to help with the rare terrible review that is unjustified. Can we collective agree on a star rating guide and post it as an offical airbnb policy/document?

The other day the review was basically along the lines of "everything was great and we enjoyed the stay!" = 4 stars. How is that not 5 stars?

I have printed/laminated the below in effort to have a more standardized rating system. I feel weird about using my own, but it is definitely more honest than some I've seen for purchase online and at some airbnb's I've visited.  I don't think it is fair to suggest that a 4.6 rating is considered negative by airbnb when I don't see any such policy on airbnb. Anyways, I see this as an opportunity to standardize a critical process and minimize unmet expectations and miscommunications.

rating guide
this is not a Hotel or Restaurant
our goal is to offer our Home as an Enjoyable and Economical stop for visitors
★★★★★	my experience matched Listing description and Host messages
★★★★	there were minor mismatched expectations resulting from Listing or Host communication
★★★	there were major mismatched expectations resulting from Listing or Host communication
★★	I am contacting Airbnb support because…
★	Description and Communication was completely false and unjustified

[Huma0]

@Cody235 

There are already numerous discussions about this here on the CC and there have been for years (at least as long as I've been hosting, which is since 2016). 

The thing is, Airbnb do not want to change the rating system. It suits them to the ground. Hosts are held ransom to the guest review, because they are desperate to maintain their Superhost rating or not slip below the 4.7* minimum requirement. This means they will not only bend over backwards to provide a quality service, they are also likely to overlook guests who break the rules, not ask for damage etc. etc. which is a win-win for Airbnb. 

While Airbnb have now stated that it is possible to have a retaliatory review removed, it seems that it's not that easy. If a guest doesn't blatantly say something retaliatory in the review text, they can leave whatever low ratings they want.

So, while I do not disagree with you that the rating system should be presented differently to guests and that hosts should not be penalised for a rating that would be considered great on most other review sites, I am not going to hold my breath...

I have maintained Superhost status for most of the time I have been hosting. In fact, I had it for 5.5 years straight, with a 5.0* rating for 2.5 years straight. But, because I host long term guests, and not everyone leaves a review, every single review counts for a lot. I lost that status due to one 3* review from a guest complaining about things not only mentioned on the listing but that I checked he was okay with before he booked.

I got it and maintained it for another couple of quarters, but am sure I will lose it again at the next assessment, because of one guest who could not open the front door despite numerous demonstrations and sets of keys, and another who marked me down a star because it was cold, even though I especially asked her if her room was warm enough and she said it was. So, what can one do in those situations? Not much.

That is why it's better not to give a bleep about maintaining a 5* rating. Of course, we should offer the very best that we can and keep those glowing reviews coming, but you can't please everyone and some people will never leave 5* even if they were happy with everything. The important thing is not to be a slave to ratings/Superhost. I know it's not easy. I stress about it a lot, but I am really going to try to learn not to give a bleep.

[Cody235]

I've never been stressed about ratings. It's my house, no one has to come. I just think it would be helpful for us/guests to have some standardization/common-understanding. 

Just because it's been address before, doesn't mean it is the response that is universally best!

[Huma0]

@Cody235 

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@Cody235 wrote:

Just because it's been address before, doesn't mean it is the response that is universally best!

---

No, of course not, but your suggestion (or similar ones) have been posted here over and over again for years. Airbnb knows about them but chooses not to listen. That was my point.

It's great if you do not stress about the ratings, but then why mention that you got a 4* review from a guest? If you are not stressed about it, why does it even matter?

[Cody235]

I read them before posting my own. I didn't feel they focused on the point.

Everyone gave-up or was-shut-down. Why would Airbnb listen before everyone agreed, or least majority?

It matters to me, because I want to understand what 4 stars means to the person who gave 4 stars.

[Huma0]

@Cody235 

Are you sure you read them all? There are so many threads here focusing on that subject and I feel like there is a pretty broad consensus from hosts (at least experienced ones) that contribute here that the rating system is unfair. I have only seen a very few dissenting voices on this.

And you say they didn't focus on the point, but I have seen countless posts suggesting something pretty much identical to yours. Many, many hosts have already been doing something similar and printing it out and putting it in their house manuals or whatever.

And yes, let's keep pressuring Airbnb. I am just saying, don't hold your breath. Airbnb have been bombarded with complaints about this very thing. They choose to do nothing about it because they choose to do nothing about it. There is no oversight...

[Cody235]

There is not oversight, because we are undersight... 

I think I did. Maybe not. Which one is most similar to mine that you've read?

[Huma0]

@Cody235 

It would take me hours, if not days, to scour all the topics where this is addressed. I just know, because I have been following this forum for years.

When I say there is no oversight, I meant on Airbnb's part. They are well aware that most hosts hate the review/rating process, but they choose to keep it regardless.

Like I said, I am not telling you not to speak up about it. We should all keep speaking up about it because it isn't fair. And maybe, just maybe, one day Airbnb will listen. But, I am highly doubtful of that. It's not just the review process, but Airbnb's policy changes in the last year or so are very clearly designed to push out smaller hosts like us. They DO NOT CARE ABOUT US. They have other, grander plans.

[Cody235]

I appreciate your support, regarding speaking up!

It is unfortunate you are unable to find any better conversations after a quick search. After my search, and your search, I feel that a conversation like this doesn't yet exist! 

If you have anything to say other than airbnb doesn't care, then please do! This is the place for that. Otherwise, why continue to bring us all down by ending the conversation? 

Let us know your thoughts. We create a general standard guide and try it out? Will you print out the one here and try it? If not, why? If you don't care, why continue to speak here?

[Huma0]

@Cody235 

I do care! I care very much, and that is the reason I am responding to you.

The reason that you aren't getting a lot of other responses is because this topic has been discussed and discussed. If I can find the time, I will certainly direct you to other threads where other hosts have suggested something similar. It just might take me a while! I am not making this up. I promise you.

[Cody235]

Sounds like you have a great system/community! Good work!!

I'm betting many do not have it so well figured out in their individual community. Personally I feel secure, but also recognize possibility of a way to find more security/growth/harmony 

If I were Airbnb I wouldn't approve a policy asking communities across the world to assimilate to rule regardless an individuals culture/beliefs/way-of-life. The beauty of airbnb is travel and experiencing different cultures.

I'm thinking there is a way to incorporate some sort of guide. Maybe a culture guide to ratings that guest/host can each support openly would be understandable.

[Helen3]

As @Huma0  says @Cody235  this has been discussed many times on this community and if you use the search function you will see other examples of ratings explanations.

Airbnb are not going to post something like this as their official policy. Even I don't agree with your descriptors. For example why start off by telling guests you are not a restaurant or hotel?

Just carry on including your ratings list in your guest information.

To be honest I rarely check my individual ratings from guests any more.

[Huma0]

@Helen3 

I check everything, but I really need to stop. My theory was that, if there was room for improvement, it was important to me to know about it. However, I find that most of the low ratings or negative feedback is about things totally out of my control and already mentioned on the listing, so it's not actually very useful. The only thing it was useful for was informing me what I should mention on the listing/in pre-booking messages to guests, and I already do all of that.

Another host I know says she stopped even reading the reviews, let alone checking the ratings, and it has made her life a lot less stressful. She has still managed to maintain Superhost status since 2010...

[Helen3]

I got my only four star rating last year from a fellow host who knew my area well as she was here to visit her daughter.

1. She asked for a midday check-in which I explained I couldn't offer as I had guests checking out that morning and my cleaner was coming over to clean the house.

She marked me down to three for check in

2. She asked if I could provide single duvets for my double bed because her husband was Danish and preferred these and I explained as I only have double beds in my house I only have double duvets

3. She marked me down for communication and cleanliness - because I wouldn't give her a four hour early check in complaining they had to walk around the streets until they could check in (even though she was visiting her daughter a ten minute walk from me) no reason given for marking me down on cleanliness

4. She marked me down for location even though a) I am clear in my listing about my location and her daughter lives here so she knows it well

5. She complained about the fact it was rubbish and recycling day so bins and recycling boxes were out and there was some dog poo on the street (this is why apparently she marked me down on location).

I had even offered to do a penalty free cancellation before her stay as I was concerned that she would be a difficult guest but she refused.

I wish she had.

Luckily the review she left was decent - the diatribe she sent was in a private review.

[Huma0]

@Helen3 

Oh, this all sounds very familiar.

I once had a couple stay at my place because it was very close to their daughter, whom they were visiting. Yet, the marked me down on location. They marked me down on check in because I didn't do it in French (I tried my best to speak French but they also brought along their daughter to translate).

They marked me down on communication because they said they did not see me after check in. They were only here for a couple of days and were visiting places out of town, so they were out of the house by 7am, came home late and went straight to bed without saying hello, even if I was around, and of course I had messaged them asking if everything was okay with their stay, but they never responded. Short of camping outside their room waiting for them to come home, I am not sure how I could have seen more of them!

Luckily, all this was in the private feedback. The only thing they wrote in the review was 'nice bedlinen' in French.

Another couple who left me 4* wrote in their feedback 'sparkling clean' and left me 4* for cleanliness. They scored me down on value because they said their friends had found a cheaper place. Even more bizarrely, they wrote that the listing was 'very detailed and accurate', but scored me 4* on accuracy because it was only 'very detailed and accurate, but only if guests read it,' and that even though they already knew that there were stairs (not only mentioned but pictured on the listing) and those weren't a problem for them, they might be for less mobile guests.

SMH. This is why I say sometimes there is really nothing you can do to avoid that occasional 4* rating, which is why we would all be better off if we didn't stress about it so much.

By the way, a year or so ago I also got a 3* rating from a guest who, when asked about the rating, said she thoroughly enjoyed her stay, but that it was 'above my original budget' and that she thought 3* was good. She had asked for an additional discount, which I had refused, but she went ahead and IBed anyway.