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

[Cody235]

Stress about it... no

Think about how to reduce stress... Yes, Please!

Clear-Communication/Expectations, please.

[Huma0]

@Cody235 

Well, from what I have read here, hosts have different perspectives on this and many fall into two distinct camps:

1. Inform guests, via a note in the guest book, a sign or whatever, about how the rating and review system really works and that anything below 5* is bad.

A few years ago, a very funny and clever host from Germany called Ute (who has since sadly been banned from the CC) wrote a brilliant post called 'Guantanamo': https://community.withairbnb.com/t5/Host-Circle/Guantanamo/m-p/754779#M6666

I would recommend every host read this, if only for a laugh.

2. Hosts who believe it is absolutely wrong to do the above and that pestering guests in any way RE their reviews and ratings is inappropriate and cringe worthy.

I can sympathise with both arguments. While I do not do option 1., as a homeshare host, if it comes up naturally in conversation, I will mention to guests how the rating system works. They are always astonished. I do not tell them to leave me 5*, but I hope that they have been educated going forward, whether that helps me or one of their future hosts. I do absolutely hate to leave signs up around the house with instructions, so that is not something that is going to happen.

The thing is, Airbnb knows very well hosts frustrations with the review system and they show no signs of amending it other than their recent announcement that we could request retaliatory reviews be removed. However, it's not easy to prove a review is indeed retaliatory and, that policy does not extend to the accuracy of reviews, which is still something that Airbnb says they will not mediate on. So, if a guest marks you down for something that was stated not the listing, that's just tough luck.

I am not saying that hosts should stop making a noise about it. No one needs to just accept injustice and keep quiet about it. I am just saying that Airbnb do not give a bleep.

[Cody235]

Why should Airbnb give a bleep until me, you, and everyone else with a voice collectively say "this or that guide would be win-win, and here is what it looks like"

It has to be field proven. I already have signs and other tools of communication. That is related to, but not an official rating guide(s).

How does one even ask Airbnb to listen?

[Helen3]

Oh @Cody235  I know you are new to this community but I am sure you can't possibly think that hosts haven't been lobbying on the rating system and  many other issues impacting on hosts for many years.

And no there are many millions of hosts throughout the world so they are not going to change their rating system on the say so of a handful of hosts on its community forum.

Why don't you contact the Host Advisory Board who are meant to represent us to Airbnb and put forward your thoughts. 

[Cody235]

@Helen3  Thank for the halfway welcome. I have no idea if hosts have been lobbying on the rating system and  many other issues impacting on hosts for many years. How is you saying “you can't possibly think that…” not supposed to insult my intelligence? Don’t answer unless you have something nice to say. 

[Huma0]

@Cody235 

If you have "no idea", why are you telling more experienced hosts who have seen pretty much the same suggestion as you have posted for years that you are presenting something new and innovative?

Do your research.

[Cody235]

Sounds like you need to control the conversation more than build a community, on a community board…

[Bhumika]

Hello @Cody235 @Huma0 @Helen3 ,

I appreciate your contributions made to this thread. However, I have noticed some tension in the comments and would like to intervene here to maintain the decorum of this ongoing conversation. And if despite differing opinions, we can have a more respectful tone in our discussions.

Can’t find what you’re searching for? start a conversation

[Cody235]

@Bhumika Thank you for the welcome! All I want is a respectful conversation, so thank you for bringing us together. Once I was belittled/dismissed I was forced to defend myself with a similar "tone". @Huma0 ,@Helen3, please read Herbert39's answer and notice how it is both welcoming and not-dismissive. I'd ask you to approach all conversations as such, because that is how people build community. Thank you, 

[Huma0]

@Cody235 

I replied to your post because no one else had and it was just sitting in the unanswered section of the forum. And I replied politely and respectfully, letting you know that there was already a lot of discussion on this topic already and pointing you towards one of the more interesting threads on this.

You chose to respond defensively and start making personal comments. I am not bothered about that. It's your choice. But, if you post on a public forum, you should maybe expect some differing opinions, not just pats on the back.

If you are truly interested in this subject, do a quick google search (the search function on the CC is has become rather clunky and ineffective since the recent redesign) and you will find results from both this forum and others, some with several hundred responses.

As for your point about there being no policy from Airbnb to suggest that a 4.6* rating is bad, that is not correct. Airbnb clearly states that it considers 4.7* to be the minimum standard hosts should aim for (as opposed to 4.8* for Superhost). You can find this in the performance section of your dashboard. Under Basic Requirements, you can see the target is 4.7*. If you slip below this on one of your listings, you will start to get prompts from Airbnb to do better. 

[Helen3]

I do feel for you @Huma0 it's so frustrating when guests mark you down for delivering what it is you say you will deliver because they wanted facilities not available in your listing. 

[Cody235]

Thanks for the insight. Sounds like someone with a point to prove to other hosts.

Might that point be clear communication?

[Helen3]

I doubt it @Cody235  all our communications was very clear. She was just unhappy that I didn't let her check in four hours early.

I even offered her the opportunity to cancel penalty free if she wanted to find another listing which would allow a midday check in but she refused.

[Cody235]

We are here together. Host, Superhost, Guest, Superguest, IGNORANT GUEST. We are all here together. Let's make it the best for everyone.

I'm proposing laying out framework for clear communication. That gives us all more control.

[Cody235]

Airbnb is not a restaurant, and my home is not a hotel. What do you see that I don't see?

They might/should post an official policy if the community agrees that it is best/win-win-situation...

It isn't personal; I will always carry on with out much attention to "star rating".

What is important is how you interrupt the feedback. I check your ratings for data on how to improve/meet-expectations. What purpose/effect would any other approach have?