Negative feedback, guest said I was late back .

[Alli1]

My guest gave me 4 stars and a negative feedback saying I was late. Our Bnb is self check in, I'd messaged her earlier in the day to say I was going to be back later and was bringing firelighters, to let themselves in, the key was in the door and the Barn was unlocked, ( its next to my house). They replied , "No worries , see you later."

When I arrived they were very happy and thanked me for all the gluten free treats I had supplied ontop of all the usual welcome basket supplies. They commented on the architecture and that my reviews are amazing.

I her review she gave me 4 stars for communication and 4 stars for check in. to say I was confused not to mention angry would be an understatement.  I was worried these 4 stars would bring my rating down.

I don't think it helps with the way the guests are questioned, "was you host present at check in? Even with a self check in.

[Emilia42]

@Alli1 

We are mostly hosts here. We all feel for you and want to grab this little guest by the face and shake her.

But these are your ratings and your reviews are absolutely glowing. No other future guest will think twice about booking with you. Breathe in and blow it off.

[Alli1]

@Emilia42 

thank you for taking time to answer.

[Mike-And-Jane0]

@Alli1 I really wouldn't worry about this. We have started a new listing recently with glowing reviews from all guests except we are at 4.75 due to one giving 4 stars overall having given 5 in each category. It really isn't worth getting worked up about such things.

[Scott-and-Mary-Ellen0]

@Mike-And-Jane0  @Alli1  @Emilia42   Just joined that club a few weeks ago: guests left 5's in every category, lovely review, but gave 4 stars overall. Huh? Chalked it up to them being rookies and moved on. The other reviews tell the tale. And to @Emilia42, howdy, neighbor!  M.E.

[Sarah977]

What you have to realize is that Airbnb tells guests that 4*s means "Good". So when a guest gives you a mix of 4* and 5*s, they really don't know that this would be upsetting to a host- there's nothing wrong in their mind (and shouldn't be in anyone's), with "Good"- it's not a criticism. If they were really being critical, they'd leave 2*s or 3*s.

I had a wonderful guest in my home-share who stayed for 2 weeks, so we had lots of interaction and conversation. We were talking about Airbnb, reviews, etc, one day, and I said how Airbnb misleads guests by telling them 4*s is a good review, then turns around and warns hosts when their ratings fall and removes Superhost for less than 4.8. She was totally shocked- she had rated her previous 2 stays 4*s, thinking she was leaving good ratings. She really liked those stays, the places and the host. And thanked me for telling her, saying she'd never leave less than 5*s again if the place was fine. Guests just don't know.

Don't get hung up on ratings- if you're getting bookings, guests are enjoying their stays and you are enjoying hosting, that's what matters, not some subjective number with a star after it. Just cause Airbnb wants hosts to be stressed about their ratings doesn't mean we have to play into that game.

@Alli1

[Alli1]

@Sarah977  thank you that answer was really helpful, its just good to blow off some steam with fellow hosts now and again.

[Alli1]

@Sarah977 

thanks for your reply

[Huma0]

I am not sure if I will ever get my rating back up to a 5.0 because that seems impossible or to at least take a very long time after one guest leaves a four star. The last time I got a four star review was last year, and the guest seemed to be/told me she was happy with everything. I kind of expected her to leave 4 stars though, because she just seemed like the type! 

Yes, it's annoying, but it's not the end of the world. It certainly doesn't seem to have any impact on bookings. And, @Sarah977  is totally right, it's probably Airbnb's fault, not the guest's. The way they communicate the star system to guests versus what it actually means to hosts has long been a farce. Why they don't rectify it. Well, there must be something in it for them...