Where do comments under star ratings go?

[Matt3311]

Hi!

I'm a guest on Airbnb. When I complete a stay, it asks me for some feedback. Of course, there's the public review that goes on the property's listing. And the private note that goes directly to the host.

But it also asks for star ratings on cleanliness, value, etc. If you give fewer than 5 stars, it asks you to leave a note on why you gave you fewer than 5 stars.

My questions is what happens to the notes that you write under each star rating? Does the host ever see the note about why a guest might have given fewer than 5 stars for, e.g., value?

Thanks for your response!

[Paul1255]

Hi @Matt3311 I hope you are well!

Yes we see the accompanying note with the reason for the lower star rating.

Paul.

[Colleen253]

@Paul1255  Help me find these comments because I’ve searched. I just got my first 4 star, in value, so I really want to know what the guest thought. She didn’t leave me any private feedback, only a great review, so I’m clueless. Thanks!

[Sandra856]

@Colleen253 The guests often don't leave a reply in the box (my personal experience) - most of the guests who have downrated me did think a 4 star rating was great so there really wasn't anything to improve - anything I could have done better :-/. I always write a polite message to the guest asking if I could have done anything differently. It stressed me so much out that I last year after 5 years of hosting decided to explain the rating system to my guests on my profile for them to read before booking. I know it sounds strange but it has been a huge help and I'm not stressed out about it anymore. And it hasn't effected my bookings at all. 

If the guest did mention something it isn't visible when using the app only the website version. 

[Colleen253]

Thanks @Sandra856 ! 🤗

[Patricia55]

@Sandra856 

I checked out your listing - really want to stay there! - and liked how you explained the 'grrr' review system 🙂

(Will I get round to adding such an explanation to my listing.. ? Who knows?)

[Sandra856]

@Patricia55 Thank you so much :-). You are more than welcome if you decide to visit Copenhagen :-). I'm glad you like the explanation I have made - I spend a lot of time thinking about how to word it. It is such a delicate matter. I don't want to sound like I'm asking for 5 star ratings but it is important that people at least know that the rating system has nothing to do with the old classic 5 star hotel rating system :-). 

[Sandra856]

Hi @Matt3311 🙂

The box that pops up when a guest rates with less than 5 stars are there so a guest can write what was wrong (why the downrating) and after the review is submitted the host will see those comments. It is so that the host knows why the host got downrated and the host will because of the feedback be able to do something about the problem.

[Matt3311]

Perfect! Thank you! Glad to hear that the comments are made available to the hosts!