Returning guest and lower ratings each time?

[Laura2592]

Flummoxed by this one. 

Returning guest-- husband and wife-- gave us 4 stars overall on their first stay but 5s in every category but a very nice forward-facing review. Booked again (first booking was husband's profile, second was wife's so I didn't notice immediately they were part of the same team.) Beautiful feedback, brought friends this time. Gave us 4 stars overall and now 4 stars in location and value. We raised our rates since they came last year and they said it was "getting too expensive" in their private feedback, but what they were experiencing this time was the extra guest fee since there were more people too. Don't know why they suddenly didn't like the location as much. 

Wife messages me today wanting to bring the same group next year. Our calendar is not open far enough in advance for her dates. Would you say something to her about this rating situation?

[Helen3]

I would block both profiles from booking with me again @Laura2592 

[Jennie131]

I agree with this 100%. Four stars is a failing grade in the Airbnb rating system. If they give you a failing grade, why would they want to return? 

[Laura2592]

This is what I think I will say:

Hi-

We are so pleased that you would like to stay with us again. We aren't opening dates that far in the future due to the uncertainty of COVID travel, but if you would like to get in touch with me directly closer to the date (2 months prior) please feel free to use my personal email. As returning guests we feel comfortable enough to book with you directly.

I wanted to ask about your declining satisfaction with our cottage/ratings over the last stay. Was there something about the location this time that differed from your original stay? And what about your experience could be improved? 

[Emilia42]

@Laura2592 

That's good but I would not have that conversation through an Airbnb message thread.

[Laura2592]

@Emilia42 Yep. Got it. 

[Colleen253]

 "Was there something about the location this time that differed from your original stay" haha love the subtle dig.

"And what about your experience could be improved"? 

I sometimes hate asking for feedback of any kind from guests, because then I get to cringe at the often nonsensical answers that come back. These guests sound like just the kind to offer that up. And some guest suggestions are impossible to act on as well. I would just leave that alone and let them come back off platform. Money made, ratings and review worries left in the dust.

@Laura2592 

[Emilia42]

@Colleen253 Like:

"Everything was perfect but it would have been really nice if the bathroom downstairs was a full bath."

"We so enjoyed our stay but wished we could have stayed a few more hours past 11 am"

"The bed was super comfortable but the blanket was different than the one in the picture"

"It was so nice to have a full kitchen, it would be nice if you provided some easy dinner options, like boxed mac n' cheese or spaghetti and sauce"

[Colleen253]

@Emilia42  We've had the same guests apparently.

"A wardrobe mirror would have been nice" (how did you manage to overlook the wardrobe mirror in the bedroom you were clearly in, lol?)

"We were hoping house was a bit west of so and so,  just to save a little time, but that was our error not looking at the map. Getting through that light added another 10 minutes to our drive". (map view does indeed clearly show the location of the house relative to where they were going. 4 stars for location. Thank you guest, for the helpful feedback.) 🙄

"Maybe find a pub/bar height patio set to take better advantage of the view" (These guests briefly experienced some of our 100 km/hr winds during their stay. Not sure a pub height set is going to work out well for us).

"The tub wasn’t in the photos and I was surprised when I saw it." (I mention the bathroom layout in the description. 4 stars for accuracy. I still don't get that one. Tub phobia maybe?) 🤔

[Pat271]

A couple of things:

1) Yes, I’ve noticed that when there are a few “friends” involved, it allows for that many more opinions and experiences.  That’s not bad in itself, but I can see 5 people loving a place and 1 person saying “Nice, but...”, and that 1 person possibly affecting the overall opinion of the group.

2) Do you give discounts to returning guests?  I always do, and as @Kelly149 said, this can be offset by booking directly, saving the guest the Airbnb fee.  I’m wondering if the guest’s comments about value and general cooling off might be a roundabout way of being disappointed that they didn’t get more of a discount and or special treatment of some kind.

While my general reaction of “to heck with them”  matches that of other hosts above, sometimes I find it prudent to ponder things a little deeper, always with the quest of improving my hosting skills.

[Laura2592]

@Pat271 i do offer good returning guests discounts but I wasn't aware that this was a returning guest as the wife and husband booked from different profiles.  It was only after o had some interaction with them that I realized.  And I am not about to offer a discount to anyone who gives me a low overall score 🙃 

I think booking off platform if I have them back is the best solution.  That way they can save the fees. But my rates will be the same or higher if I host them again.  

[Katrina79]

@Laura2592 I have one of these as well, she always books with me no matter which listing it is. It’s great to be honest, she knows what amenities I provide and the cleanliness to expect...but I wish I could charge her more for always four starring me no matter what. Lol 😂 It’s money in the bank and bookings on the calendar. If they are good guests who cares if she gives four stars. You can’t put stars in the bank. I’d take a good guest and their four stars over a crappy one who leaves five stars all day long. 

[Sarah977]

I have to say I really don't understand hosts putting blame on guests for giving 4* ratings and even saying they wouldn't want to host them again because of it, even if they were otherwise good guests.

The vast majority of guests have no idea whatsoever that hosts hosts get upset by a 4* rating, they have no idea that you need a 4.8 rating to maintain Superhost, and good guests, especially those who like the place enough to repeat book have no intention of tanking your ratings. Airbnb tells guests that 4*s means Good.   Why would you expect guests to think Good was Bad?

If the guests couldn't figure out to work the heater or the door lock because you didn't give them any instructions on how to do so,  would you be upset with them?

If hosts are uncomfortable with the idea of educating their guests a bit on how Airbnb applies star ratings to hosts, or think that's tacky, you can't then turn around and blame them for not be aware, as if they are purposely trying to harm you or being totally clueless. 

[Anonymous]

@Sarah977  I think if people actually heard themselves saying out loud why they'd get upset over losing their Superhost status, they'd find it rather embarrassing. It's like whining to your boss that she didn't put a glittery sticker on your paycheck.

[Fred13]

This re-iterates the 'importance' of charging for extra guests (i.e. added friends). Let them pay dearly for their stupid opinion. Not to sound like a $ 'ho, but I would gladly trade $1200 (charge for an extra couple for 4 days) for a 4* vs. a 5*  in ratings anytime of the week. /lol

[Anonymous]

@Laura2592  If they booked from 2 different profiles, it's likely that the 2 reviews weren't written by the same person. It's not unusual for partners to have unequal degrees of enthusiasm for an experience they shared, so I wouldn't personally frame the minor disparity in ratings as a sign of declining satisfaction. And I say minor because no matter how much Airbnb gaslights hosts into thinking of 4 stars as a total failure, the vast majority of people still believe it means "very good." 

Also, if a returning guest booked with me directly, I wouldn't even bother asking for feedback, as their choice to return is a meaningful, considered decision, whereas the stars people click on usually aren't.