Airbnb ratings - our story

[Pete-and-Bec0]

We've been hosting for a bit over a year now and have recent issues with the star rating system due to mixed messages conveyed by airbnb to hosts and guests.

We figured after reading a bit that 5 star means good and as expected, 4 star means not as good as expected, 3 star is not good, 2 bad, 1 terrible.
This description seems to fit with the expectations that airbnb conveys to hosts as superhost requires an average of 4.8 stars, and no matter how good a place is, there will always be guests that are are unhappy and mark it down. So 4.8 average means that good hosts won't get ruined by the odd bad guest.

Now as we're from New Zealand we don't use words like super, awesome, amazing, greatest place ever to describe a place that matches the photos and description, where everything works and the place is clean. We use the words good, as expected.

Recently we had 2 guests in a row that were new to airbnb who gave us 4 stars overall, but were happy with their stay. I messaged asking why they marked us down and they thought they had left us good reviews.
After our two 4 star reviews, we had a notification written in red in the app saying Recent low ratings under the Rating highlights section.

This is airbnb telling us that 4 star from a guest is a bad rating.

A couple of weeks ago we went on holiday and booked a few nights in airbnbs.
The first place we had to cancel on the day as the airline cancelled our flight and we couldn't make it. We received a request to review the place we didn't stay at and it says in the email from airbnb "you can leave a review for your host even though the trip was cancelled". This seems counter to the airbnb policies.

Now to the point of this rather long post

When reviewing the places we stayed at, it gives the following options for overall rating. 1 terrible, 2 bad, 3 okay, 4 good, 5 great. If we select less than 5 stars it doesn't prompt us with any queries or explanation of the rating system. In NZ the chance of getting "good" from a happy guest who is new to the airbnb platform is high. Also most people here are aware of hotel star ratings, so that's what many think of when reviewing accommodation.

It would be simple for airbnb to tidy this up and use language that gets more consistent ratings results across the globe. They could provide prompting when lower star ratings are selected, so that low star ratings received are intentional, and not just a lack of knowledge of the platform.

We got a 3 star rating from a new guest shortly after the two 4 star ratings and we're no longer keen to have any new airbnb guests stay at our place, and would rather other hosts endure the "education" process with new guests.

[Anonymous]

@Pete-and-Bec0  I think there's long been a strong consensus among hosts along similar lines to what you say, as illustrated by the volume of responses on threads like this: https://community.withairbnb.com/t5/Host-Circle/Guantanamo/m-p/754779#M6666

Undoubtedly, the ratings are presented quite differently to guests than to hosts. The question we might ask here, in Silicon Valley terms, is: is this a bug or a feature? 

Looking at all the psychological manipulation tools Airbnb deploys against hosts, it seems the most brutally effective one is this constant fixation on 5 star reviews. The fear of being punished or delisted for even slightly lower ratings, the status-anxiety over "Superhost"  -  it all exists for no other reason than to exert control over you. Hosts who obsess over getting 5 stars are less likely to pursue a claim when their home is damaged, less likely to enforce their House Rules, more inclined to be doormats for their guests out of fear for their feedback. 

And it's really a shame that very successful and well-regarded hosts like yourself are made to feel bad over something as superficial as a couple of star ratings, and treated like a failure even when you've had a successful stay. Doubly shameful if you'd feel the need to degrade your fine hospitality by "educating" guests (or really, guilt-tripping them about your ratings). 

[Robbie54]

@Anonymous  "Hosts who obsess over getting 5 stars are less likely to pursue a claim when their home is damaged, less likely to enforce their House Rules, more inclined to be doormats for their guests out of fear for their feedback."

I myself probably worry too much on guests leaving a negative review if I find guests abusing the house rules and I approach them on it, however I believe the reason for this firmly lies at the door of Airbnb,  their review system allows for this to happen. 

Most guests couldn't care less about receiving a poor review, they'll either join again under a partners name or book somewhere else. In fact most have no idea how important a review is to hosts, who rely on good reviews for bookings, it's their business after all. It's all to easy to say be tough on guests who abuse a hosts rules but in reality it can be a different matter all together. 

[Inna22]

Airbnb's own statistic is that most properties and users are outside the US. The system should be understood by everyone. I am definitely one of those star obsessed hosts and do ask for an all five star review (along with direct feedback). I know many hosts are strongly against that approach and your post is not about that. All in all, I could not agree more.

[Linda108]

SOOOOO much to say about the rating system however I doubt there will be any change.  A great new host with 20 5 point reviews is more affected by the  4 point review than the host with 50 reviews.  That is just statistics.  I think the real issue is the host reaction to the point system.  Guests are not affected by the difference between a 4.5 and a 4.8 in terms of choosing a listing but the designation of Super Host is often too important to hosts. 

Most all of us participate in some sort of survey for services and products and often our rating is somewhat arbitruary.  When I use the ratings of a product or service, I read the high and low reviews and determine if the negative comments make sense and that might affect how  I proceed.  Similarly, potential guests will review the comments and if the comments are positive and appropriate to what is important to me, the rating is really not counted.

I think that if a host is providing value and is responsive the reviews are going to reflect that.  Trying to avoid negative or lower than 5 reviews is a waste of time.  Use the feedback as it makes sense and stay on top of the guest experience in the details.  Better use of your time.

[John5097]

Very thoughtful post and comments. First I think reviews can be very beneficial as anyone can launch a successful little start up. For that I recognize that its all about the reviews. The mistakes I see most often are listing not being accurate. Its amazing what some host can get away with because they have very good communication skills. They bend the truth so much its surprising they maintain good reviews, but that's kind of risky as well, and eventually catches up to them. I have all 5 star reviews. One thing you can control is how clean it is. Mine is beyond clean. Over 90% of reviews check sparkeling clean and comment that its exceptionally clean. I renovated mine completely myself so that added a lot of value and everything is new. I try and add something special like a parking pass during this difficult time or guest would have gotten $200 parking ticket. I think I'm also going to tone down any description as you suggested. I also keep making adjustments such as limiting guest from 4 to 2. I tried to offer flexibility for families with the pull out couch but it was more trouble than it was worth. Also got rid of any cooktop or oven although I'm very close to town. I may also add restrictions for first time guest, or try and educate them a little more with the first greeting message. I think you have to be up front about how much interaction you will have. I say in my listing we might not see each other at all and they are fine with that. I'm obsessed with perfection and very up front. I'm also very flexiable. If I can repair something a guest broke that's part of skill set. I've also refunded a few guest who had to cut their stay short and they didn't ask for a refund. One was an Asian lady who thought she was going to get a ticket for going to the beach, during the worst part of the pandemic. I also really try and get positive reviews whenever possible and make that extra  effort. I really like the review system as it lets to define yourself. I agree that Airbnb should focus more on guest leaving a review based on the accuracy of the listing. If I were listing a no frills place that is a good value I would definitely let guest know that its still important for you to maintain high rating that reflects the accuracy of the listing. 

[Sarah977]

Hosts have been upset with the disconnect between how the star ratings are presented to guests as opposed to how they are applied to hosts for a very long time now. Airbnb pretty obviously doesn't care.

As far as getting a notice to review if a guest cancels day-of check-in- I do understand the reasoning behind that, because a guest could arrive somewhere to find the place hadn't been cleaned, or was totally misrepresented and turn around in disgust and leave. In which case being allowed to leave a review makes sense. But there has to be some way of determining whether that was the case, or the guest never stepped foot on the property, because of course it's absurd for guests and hosts to review each other if the guest never arrived.

@Pete-and-Bec0

[Ross648]

Andrew0 has it right.   The star system is psychological manipulation by the airbnb algorithm, and they see no need to change it because it encourages some hosts to go "above and beyond" -- all very well, but not really necessary for a reasonably priced rental.    

The only thing that I would add is that, unfortunately, some guests have understood this manipulation and threaten retaliatory reviews if they are not given a free stay.  This happened to me after the guest had checked out.    The couple claimed that they had seen a field mouse, which may or may not have been the case, but hardly a reason for a full refund.   Unfortunately it was a phone conversation and so now I insist that all communication go through the Airbnb message system.   Also, I did decide to send my rentors -- a day before -- a blurb explaining the 5 star review system and asking them to contact me, by the message system, should they have any complaints or requests, at the time the problem occurs.  This seems to have solved the problem.   My final point would be not to care about the star system as it is fundamentally skewed towards guests, including the occasional bad apple.   Most people are honest. 

[Helen427]

@Pete-and-Bec0I wouldn't be too fussed with the star rating system here in New Zealand if you receive a 4.

We all start somewhere in life and that includes at ABB so why be harsh and assume new users without Reviews are not so educated about the Ratings system?

I've had some wonderful new users come and stay at my place and can happily say they were probably cleaner, friendlier and more appreciative than some who should know better, that includes Hosts who don't so much as write reviews.

It's great you are receiving Guests in your neck of the woods.

It's been quiet here in Auckland and I look fwd to a bit of normality once again.

All the Best

Central To All Home & Location. Remuera, Auckland

[Melodie-And-John0]

@Pete-and-Bec0 , The system as created is Hostile not Hostel!!!!  Its true, My wife and I remember the handful of 4*s and couple 3*s more than the majority of 360+5*s and that isn't reasonable nor Host Healthy.  

To be sure, for those of us that truly care and do what we can to ensure the best stays for our guests, there are only two ratings, 1-4 (Sux) and 5 (Excellent).  The fact is, the vast majority of your reviews are 5s not less, people will continue to come to your place regardless of a truly toothless rating system that was outdated before they instituted it.  Someday they will get with the program and either fix this or find their longest term highly successful legacy hosts moving away from this platform as they slowly accumulate non recyclable rubbish from the few druT  's that don't actually represent what a stay at our places is really like.   Stay well, JR