Maintaining a 5 stars rating

[Sebastian1001]

Hi, 

How do you manage to keep your ratings as high as possible? In my opinion, it's often the little details that make all the difference, don't you think? 

Starting with a short message to your guest thanking him for his booking and reminding him of the access information to your listing, the rules of the house and other practical advice. I find that the more clear and precise information we give in advance, the more we avoid misunderstandings and unpleasant surprises… Another detail, for example, consists of setting the arrival time of your guest, already to avoid you waiting unnecessarily and to reassure him. A small candy on the pillow, a courtesy tray with tea or coffee, shampoo and shower gel, decoration that is not 100% IKEA but rather a mix of modern and second-hand items to stand out from other accommodations. Be available for your guest while remaining discreet. Be professional but not cold in the relationship. Provide quick solutions and responses to the guest. This is my idea of ​​wholesale hospitality. 

What do you think? Thank you for your feedback!

Sebastian

[Huma0]

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@Sebastian1001 wrote:

I find that the more clear and precise information we give in advance, the more we avoid misunderstandings and unpleasant surprises… 

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I absolutely agree with what you have written, but especially the above. I learnt early on in hosting that making sure that the guests had understood what they were booking and were okay with the house rules was key to avoiding misunderstandings. I have tried my best to ensure this happens with every booking, even including an 'Easter egg' question in my rules that guests need to answer.

However, even then, you do sometimes get guests who have read everything and then still complain and mark you down for things clearly stated on the listing, sometimes things that are stated repeatedly. How does one prevent this? I am not sure what more I can do to try to make sure guests understand that what they are getting is exactly what is stated in the listing and if there is something mentioned there that they are not comfortable with, they should not book. If they like the photos and price, they often seem to consciously or subconsciously ignore the bits they don't like.

One does try to look for the red flags that suggest the guest won't be a good fit for the listing, but sometimes there aren't any obvious red flags prior to arrival, by which time, of course it is too late. 

[Sebastian1001]

Hello,
Yes of course I understand very well what you are saying. Maybe try to communicate it differently or ask questions to your travelers if they think everything has been explained well according to them. Do the same comments come up regularly? In this case it might be interesting to look into the subject to try to change / improve things. Do you have any examples to give us to better understand the situation?
Thank you and good luck to you 🙂

[Huma0]

@Sebastian1001 

One easy example I can give you is that I have three cats (mine is a homeshare, small scale, with private rooms in the house I live in myself). My listing mentions the cats several times and there is also a cat in some of the photos. My house rules clearly state, please do not book if you are allergic to, uncomfortable with, or simply do not like cats. I remind guests again about the cats in messages to them before they book.

Yet, every now and again, I still get guests who are allergic to cats or completely terrified of them and usually I only find this out AFTER they arrive. They then hold me somehow responsible, expect me to keep the cats at a distance from them etc. This to me is ridiculous. They don't need to let the cats in their bedroom, but what do they expect me to do in the communal areas? Banish the cats? Lock them outside for the duration of the stay?

I am sorry, but my cats are not something I am willing to change about my listing. If a guest thinks my listing can be improved by getting rid of the cats, that's simply not going to happen.

[Sebastian1001]

Hello @Huma0 , I completely understand what you are saying. Afterwards, advice could possibly be to include this remark in the first message you send to travelers following the reservation. At least you are sure that it has been communicated and we cannot approach you after not having said it before their arrival. Travelers must indeed respect the rules of the house you are always at home and it is up to you to define the mode of operation of your house. Good luck to you!

[Huma0]

@Sebastian1001 

I do mention it in the first message (not following the reservation but actually before they book), i.e., "Please confirm you have read the whole listing and full house rules, paying particular attention to the points about the cats, smoking policy and stairs."

They write back saying they have and then I only discover when they arrive that they have some problem with cats. This is not a case of guests not having been provided the information, nor of them not having read it (I won't accept their booking until they have acknowledged the fact), but of them choosing to ignore something that doesn't suit them despite it being mentioned, and then marking you down on it in their review/ratings. It's incredibly frustrating. 

If you are allergic to or don't like cats (or dogs, or whatever) then, quite frankly, you are stupid to book a listing that has several of them, but my listings are competitively priced and the location is really convenient, so my guess is that the guests do not want to miss out on those factors and choose to ignore the bits they don't like.

[Dale711]

Hi @Sebastian1001 

I’m totally agree with all your points of view.

Thanks so much, you’ve given me some really helpful ideas that I want to try 🙏

[Sebastian1001]

Hello @Dale711 , it is with pleasure that I share my experience here with you. I'm not saying that I always have the right solution or idea, but after 20 years of professional career in tourism and in different positions we have seen a lot of things and situations; )

[Debra300]

@Sebastian1001,

I agree with that you've said.  It can be difficult to manage the expectations of some guests, because some of them cannot appreciate a nice gesture for what it is, a complimentary extra touch, and then look for hotel type amenities and services which were never listed. 

[Sebastian1001]

Hello,
Thanks for your feedback. I understand perfectly. I tell myself that the best thing is to always put yourself in the place of your traveler to try to understand what can make your stay as pleasant and easy as possible. Do not hesitate to remind in your first message after the reservation the important information concerning your accommodation to avoid unpleasant surprises. It should not be forgotten either that travelers do not necessarily read your ad in detail, therefore they reserve without having sometimes read very important information....
All the best !

[Gordon0]

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@Sebastian1001 wrote:

decoration that is not 100% IKEA but rather a mix of modern and second-hand items to stand out from other accommodations.

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I'm afraid, @Sebastian1001, while I agree with most of what you've said, this line has a hint of bourgeois snobbery about it. Airbnb shouts it's 'for everyone' and, AFAIK, there isn't a tiny asterisk to exclude those who embrace IKEA, be it though shortage of money, time or ideas.

One of the more negative elements of keeping your rating up is learning how not to bite! Thanks to the review system, a 'Please make sure you turn the lights off/close your windows when you go out' - however sweetly whispered or delivered - can often result in a dink.

Similarly, I've got a 4.9 for 'location', yet the guests know pretty much exactly where they're booking (an upmarket London suburb) but they actually fancied a view of Buck House or the Thames. How can that be?

[Helen744]

@Gordon0 Yes I have to say ho hum that the longer you host the better the chances of getting a 'stinker 'of a guest who hates everything including you and is happy to dish out the threes and fours and therby scuttling the five stars for what seems like forever. The star rating system is unfairly biased and not user friendly to the host who has to find some way to keep them. It is not based on lovely home made bread with pretty hearts unfortunately . Its based on hard graft and late nights and early morning and cleaning and maintenance and repairing stuff and ignoring stuff and sometimes being nice through gritted teeth. Sebastian your place looks grand Good luck . I am sure it took a lot of hard work and the truth is without any bookings at all which many hosts are experiencing currently then there are no stars at all. H

[Robin4]

@Gordon0 

Oh Gordon, this one is an old chestnut we have been dealing with all the time I have been here since December 2015.......remove location from the rating system!

As you say, the guest wants a view of the Palace or the Thames but, all the properties they come across are considerably beyond their budget, so they book a 2nd floor listing in Lewisham that is within their budget and proceed to give the hapless host a 2-3 star because the property 'they' booked wasn't where they wanted it! 

Look Gordon I have had them here, they seem to think if they wish it, it will happen, and if it doesn't they will cane the host........'Oh I am terribly sorry we couldn't find time to arrange a building contractor to tack that extra couple of bedrooms onto the cottage that you thought you were going to get'!

I had another one not so long ago...."Where is the kitchen?".....

...........'er, did you check out the listing photos and the description?' 

Mate, we just have to deal with it!

Cheers........Rob

[Dana1154]

I just had one give me a horrible rating stating that I converted my laundry room into a make shift bedroom hence the stackable apartment size washer and dryer is in the utility closet off this bedroom with another full size closet for them to use has a huge dresser and nightstand with a double bed that you can walk around all sides really it's a BEDROOM OMG......

[Gillian166]

@Robin4  you know I get dinged on Location because we aren't right near the wedding venue, or you can't get an uber home, or we aren't on the main street of Hahndorf!! yes, it's a 12min drive, with no traffic, and not traffic lights, it's a delight!  stay in those dull hahndorf motels instead, please, and enjoy the tourists and the traffic.