A Host’s Guide to Navigating Guest Expectations and Excellence - The 5 star ratings

[Dr-Jayanthi1]

A huge shout out to all the amazing Superhosts and beloved Guest Favourites! You've truly earned it with your incredible dedication and insights!

A recent family trip - 6 nights to stay and 5 different Airbnb's. The Airbnb led "host club" connect was highly employed and a memorable experience created. The journey provided significant insights into hosting and the influence hosts' have on shaping the experience, but the key takeaway was the "guest review system."

Seven years of hosting and experiencing a few stays in Airbnbs had brought in a little understanding of how guests rate their stays. It did reveal several key elements across different categories and the overall rating. Yet, the host's curiosity and introspection sparked a desire to explore into these insights!

Get ready to dive into the exciting journey of guests reviewing and rating a host—it's a bit lengthy, but oh-so-essential! It is vital for hosts to understand, explore, and strategise to reach the coveted "superhost" status! Below are the subcategories and prompts that guide guests in rating the host and their stay according to the guest review system.

1. How was your stay?

Let us know how your overall experience was with (host) and their place.

1 star - Terrible (report unsafe behaviour)

2 Star - Bad (report unsafe behaviour)

3 Star - Okay (report unsafe behaviour)

4 Star - Good

5 Star - Great

1. How was check-in? How easy was it to find the place and get in?

Rating	Description	Feedback Prompt	Common Issues/Highlights
1 Star	Not at all easy	Tell us what happened	Hard to locate, Unresponsive host, Trouble with lock, Unclear instructions, Hard to get inside, Had to wait, Something else
2 Star	Not very easy	Tell us what happened	Hard to locate, Unresponsive host, Trouble with lock, Unclear instructions, Hard to get inside, Had to wait, Something else
3 Star	Fairly easy	Tell us what happened	Hard to locate, Unresponsive host, Trouble with lock, Unclear instructions, Hard to get inside, Had to wait, Something else
4 Star	Very easy	Tell us what stood out	Flexible check-in, Felt right at home, Responsive host, Easy to find, Clear instructions, Easy to get inside, Something else
5 Star	Extremely easy	Tell us what stood out	Flexible check-in, Felt right at home, Responsive host, Easy to find, Clear instructions, Easy to get inside, Something else

1. How clean was the place? How well did they clean the house before you arrived?

Star Rating	Description	Feedback Prompt	Common Issues
1 Star	Not at all clean	Tell us what happened	Stains: dirty or dusty, Noticeable smell, Dirty bathroom, Rubbish left behind, Excessive clutter, Messy kitchen, Hair or pet hair, Something else
2 Star	Not very clean	Tell us what happened	Stains: dirty or dusty, Noticeable smell, Dirty bathroom, Rubbish left behind, Excessive clutter, Messy kitchen, Hair or pet hair, Something else
3 Star	Fairly clean	Tell us what happened	Stains: dirty or dusty, Noticeable smell, Dirty bathroom, Rubbish left behind, Excessive clutter, Messy kitchen, Hair or pet hair, Something else
4 Star	Very clean	Tell us what stood out	Squeaky clean bathroom, Free of clutter, Pristine kitchen, Spotless furniture and linen, Something else
5 Star	Extremely clean	Tell us what stood out	Squeaky clean bathroom, Free of clutter, Pristine kitchen, Spotless furniture and linen, Something else

1. How accurately did (host) describe their place? Did (host) place meet your expectations based on the listing?

Star Rating	Accuracy Description	Feedback Prompt	Common Issues
1 Star	Not at all accurate	Tell us what happened	Problem with amenity - Smaller than expected - Didn’t match photos - Needs maintenance - Unexpected fees - Unexpected rules - Unexpected noise - Inaccurate location - Something else
2 Star	Not very accurate	Tell us what happened	Problem with amenity - Smaller than expected - Didn’t match photos - Needs maintenance - Unexpected fees - Unexpected rules - Unexpected noise - Inaccurate location - Something else
3 Star	Fairly accurate	Tell us what happened	Problem with amenity - Smaller than expected - Didn’t match photos - Needs maintenance - Unexpected fees - Unexpected rules - Unexpected noise - Inaccurate location - Something else
4 Star	Very accurate	Tell us what stood out	Looked like the photos - Matched the description - Had listed amenities and services - Something else
5 Star	Extremely accurate	Tell us what stood out	Looked like the photos - Matched the description - Had listed amenities and services - Something else

1. How well did (host) communicate? From booking to check out, how well did (host) Communicate with you?

Rating	Description	Issues/Comments
1 Star	Not at all well	Slow to respond, Not helpful, Missing house instructions, Inconsiderate, Excessive check out tasks, Something else
2 Star	Not very well	Slow to respond, Not helpful, Missing house instructions, Inconsiderate, Excessive check out tasks, Something else
3 Star	Fairly well	Slow to respond, Not helpful, Missing house instructions, Inconsiderate, Excessive check out tasks, Something else
4 Star	Very well	Helpful Instructions, Friendly, Always responsive, Proactive, Local recommendations, Something else
5 Star	Extremely well	Helpful Instructions, Friendly, Always responsive, Proactive, Local recommendations, Something else

1. What did you think of the location ? How did you feel abut the area and neighbourhood?

Rating	Satisfaction Level	Feedback Prompt	Comments
1 star	Not at all satisfied	Tell us what happened?	Bland surroundings, Not much to do, Noisy, Inconvenient location, Not private, Something else
2 star	Not very satisfied	Tell us what happened?	Bland surroundings, Not much to do, Noisy, Inconvenient location, Not private, Something else
3 star	Fairly satisfied	Tell us what happened?	Bland surroundings, Not much to do, Noisy, Inconvenient location, Not private, Something else
4 star	Very satisfied	Tell us what stood out?	Walkable, Lots to do, Peaceful, Private, Beautiful surroundings, Great restaurants, Something else
5 star	Extremely satisfied	Tell us what stood out?	Walkable, Lots to do, Peaceful, Private, Beautiful surroundings, Great restaurants, Something else

1. Finally, was (host) place worth what you paid?

How was the value of (host) place for the price ?

1 star - Terrible deal

2 star - bad deal

3 star - OK deal

4 star - good value

5 star - Great deal

The review system used by Airbnb is a game-changer for hosts striving for success, with guest feedback playing a pivotal role! The way questions are framed is all about extracting guest-centric insights, encouraging guests to highlight areas for improvement rather than just the positives. This is key for hosts aiming for the coveted Superhost status, which requires maintaining an impressive average rating of 4.8/5.0.

The Overall Rating might seem straightforward with its 1 to 5 star scale. Curious - Why would a "Okay" stay, require reporting? Also the leap from “good” to “great” is monumental! Guests need to give 5 stars for a stay to be considered “great,” perfectly aligning with the high standards for Superhost recognition. A 4-star rating, though it sounds good, actually suggests there's room for improvement and can significantly impact a host’s performance metrics. For many "Great Vs Good" often goes unnoticed, with "Good" frequently seen as the ultimate achievement!

Each sub-rating category is designed to shed light on the guest experience, but often leans towards identifying negatives rather than celebrating the positives. The Check-in category, for instance: a 4-star rating labeled as “very easy” and 5-star as "extremely easy" come with identical highlights.

Even at the higher rating levels, the gap between a 4-star and a 5-star review can be incredibly subtle. A 3 star "Fairly Clean" choice has all negative highlights. A 4-star rating for Cleanliness might include terms “very clean” and “squeaky clean bathroom,” while a 5-star review contains similar descriptions but encourages guests to reflect on what “stood out,” prompting them to justify the extra star. This represents a necessary psychological shift for the guests.

The Accuracy category is particularly sensitive; even small deviations from expectations - like lighting differences in photos or minor essential modification - can lead to lower ratings, despite overall satisfaction. Similarly, Communication ratings hinge on both responsiveness and tone, from booking to check-out, differentiating between “very well” and “extremely well.”

Location and Value are two categories often beyond the host's complete control but still carry equal weight in ratings. A serene rural retreat might be seen as “inconvenient” by one guest, yet “peaceful” by another, depending on personal preferences. Although the listing description often addresses the locality, guests might overlook it during booking. Highlights could reference available descriptions and encourage guests to consider them in their reviews/ratings.

Beyond Superhost status, Airbnb has launched the “Guest Favourite” badge, awarded to listings that consistently receive rave reviews. While Superhost status reflects the host's overall performance and consistency, Guest Favourite is based on guest experiences and their descriptive comments about the listing. This badge signifies not just quality but also popularity, boosting visibility for hosts. However, like Superhost status, maintaining this recognition requires diligence, responsiveness, and meticulous attention to detail throughout the guest journey, along with the guest's ability to articulate their experience.

For hosts, achieving and maintaining titles like "Superhost" and "Guest Favourite"—demonstrates not only the quality of hospitality but also the ability to meet high standards across various subjective and scrutinized dimensions. This demands precision, proactivity, and consistency in all interactions.

1. Exciting insights to hosts include:
2. Stay proactive yet grounded
3. Under-promise and over-deliver
4. Prioritise cleanliness
5. Keep clutter at bay
6. Be subtle with guest tasks
7. Set clear expectations and
8. Share local recommendations!

In summary, these badges are more than mere labels; they represent trust, excellence, and an unwavering commitment to guest satisfaction in a system that demands near-perfection.

Attaining Superhost status is definitely an achievement worth celebrating. A 5 star is a hit: 4 star is a plunge on host performance. Although the distinguishing factors are minimal, the impact is substantial for hosts. While maintaining standards is crucial for the brand, understanding the supplier's perspective is also vital. Let's get to work towards making it beneficial for both the customer and the creator! Airbnb has to shoulder the responsibility of making the guests understand these rating scale's and their impact on hosts.

Bring in your comments and aid to build better.