First Bad Review

[Amy1855]

I have been hosting our four season ski chalet for just over a year now and have received all 5 star reviews. Our last guest who did not communicate any issues or concerns during his stay, left an overall 4 star review. What concerns me most was his 2 STAR review for location! Our home’s location is listed as “a 1/2 mile to the base of the ski slopes and a 10 minute walk or a 1 minute car ride.” His public review states “Clean home, nice location, not ski in, ski out.”  Because of this low star review on location our overall rating dropped from a 5.0 to a 4.93 and both individual rating categories dropped below 5.0 as well. This from a guest who asked the night before check in how many bathrooms the house had!  He clearly did not read the listing description before booking my home and expected something that I did not advertise!  The result cost me rating points that I as a Superhost work so very hard to maintain. It is frustrating to have no control over unfair ratings such as this!

[Lawrene0]

I did a filtered search of Lanesville for ski-in/ski-out listings, @Amy1855 , and 47 places show up. So I wonder whether your guest was confused, having looked at a number of these before he booked. He may have thought that's what he was getting and decided he should warn future folks like himself. 

(I did the search because a bunch of amenities have been added recently, and I found that my own listing was showing things I hadn't toggled. I wondered whether that had happened to you. It hadn't.)

Whatever he was thinking, star loss happens to all of us. Guests make assumptions, or don't read, or preemptively lash out when they have broken something, or don't "believe in" perfect scores.

In the real world, your 4.93 rating is amazing. 

In other amazing things, look at the view from those windows! Wow!

[Colleen253]

If you were motivated enough to suffer through trying to deal with Customer Circus, you could probably have the review removed on the basis of irrelevancy, since the guest is complaining about a lack of something not offered or described in your listing in the first place. Try a chat instead of a call, so you can share a link to the review policy, since most CS don't know policy. @Amy1855.