Feedback Stars

[Adam-and-Rosie0]

Morning All

I have just received my first 3 stars from a guest for cleanliness (after 3 years its absolutely gutting). When I asked for feedback I got told she found a cobweb in the bedroom but everything else was spotless. We are in a very rural area and spiders (by the way none of ours are poisonous) are part of life. As much as I keep on top of the cobwebs, they can form in a day after cleaning. 

This made me think about how little there is available to hosts and guests on guidance on using the grading stars, as clearly at the moment it is totally up to everyone's interpretation. In my opinion, as a guest I would have probably seen it and laughed, given 5 stars if the rest of the place was spotless but given private feedback.

Interested to hear what others think about Airbnb providing clearer guidance on the stars system.

Adam

[Kate867]

@Adam-and-Rosie0   I really do feel your pain.  Our cottage is heavily beamed and rural.  Those spiders can set up their new home really fast.  Our cleaner actually goes into the cottage shortly before guests arrive to do a quick check.  I agree that the star ratings can be irritating… Location.. when the guest picked it and then did not like it etc.  Cleanliness can also be an issue, but some guests are really obsessive about this to the point where they will do a ‘White Glove’ test and probably run a mile if they saw that scary spider.  Others would be more chilled and understanding.

I got the following off the internet.  Perhaps it might be worth mentioning it somewhere in your listing in a fun way and let guests know that you do your best to ensure that no cobwebs are there prior to their stay.

On average, it takes 30 to 60 minutes for a spider to weave a web. Even though spider webs are extremely strong, they don't always last very long. They are constantly getting damaged by Mother Nature. Some spiders build new webs every day

[Adam-and-Rosie0]

Hi @Kate867 

Totally agree with the location one! Glad I'm not the only one out there with these pains and thoughts. 

Thank you for the spider verse. Love it! The most annoying part of the cobweb comment was that I asked them throughout their stay if everything was ok and they replied "everything was perfect". If I knew about the cobweb I would have removed it in a flash. At the end of the day I will do everything possible for guests to enjoy their stay. 

What do you think about Airbnb setting clearer guidelines on the stars or even just examples? Would work both ways as hosts would have a clearer definition of "Did X leave the place clean and tidy". Well my definition of clean is totally different to another host!

[Huma0]

@Adam-and-Rosie0 

It's really frustrating when this sort of thing happens. I got a 3* rating a few months ago from a guest who seemed very happy with her stay and left a nice review. When I asked her why, she said the stay was great but the price was "a bit above my original budget".

If your guest thought everything else was great, have you tried explaining nicely to her that a 3* rating is actually bad and quite damaging to the host, that Airbnb require a 4.7* average as a basic requirement and that her rating might cause you to lose Superhost status? You have to be careful how you word it so that it doesn't come across like you are pressurising her but, if she's a reasonable person, she might volunteer to do something about it. I guess only you can judge if she's the type of person who would be sympathetic.

In my case, the guest offered to change her rating and, when I explained that was not possible, she could only ask for the review to be removed, she did just that. In that case, make sure that the Airbnb rep removes the review and ratings. It's a bit of pot luck whether you get a rep that understands this or not. The rep she spoke to repeatedly told her it wasn't possible, whereas the one I spoke to told me it was, but in the end the review and ratings were removed.

[Huma0]

@Kate867 

I don't have too many issues with spider webs inside, but I do have to keep an eye out as the cleaner often misses them and cobwebs.

Outside is another matter. For some reason, spiders seem to like making their webs right outside the door, be that the back garden or front door. I remove it and, hours later, another one is there. I actually keep a small stick near the door for this purpose.

It's funny how people equate a spiderweb with uncleanliness. Okay, if the place is covered in them, I get it, but one spiderweb? The problem also is that more people than not are a bit arachnophobic. 

[Gordon0]

Weirdly, I got a biff on cleanliness just this week. The guests - who left a great review - said, and I quote: 'A small spider had greeted them on arrival'. Factually incorrect (I was the first to meet them), so I put their daftness down to age and immaturity.  

[Huma0]

@Gordon0 

Oh dear. I really don't know why people associate a spider with a place being dirty. It's just illogical. 

Perhaps Airbnb should add a different star rating for 'lack of creepy crawlies and bugs' so that guests can get it out of their system rating that instead of dinging hosts in the cleanliness category.