Would you accept a return guest that gave only 4 Stars?

[Amanda1775]

Hi Fellow Hosts - Would you accept a return guest that only gave 4 stars overall, 5 stars for four areas, and 4 stars for two areas: accuracy and cleanliness?

The experienced Airbnb guest made no complaints or requests during their 3 night stay, but gave private feedback suggesting more blankets be provided (during an August beach rental) and coffee filters. The cleaning company does not provide filters, but they do provide a pour-over instant coffee pack for day 1 which I advertise in my listing.

Both of these seem easy to add, but can become a hassle for the cleaning company and would likely increase the cleaning fee. Plus most guests are happy with what my listing provides so I haven't made any changes for summer rentals. 

What's puzzling is that the guest also said in the private feedback that they want to stay at my listing again when they come back to the area. Maybe that was said to soften the 4 stars?

[Amanda1775]

@Lisa723How do you block guests?

[Lisa723]

@Amanda1775  The feature does not always work, but when it does:

https://community.withairbnb.com/t5/Hosting/HOW-TO-BLOCK/m-p/976977

[Amanda1775]

Thanks!

[Annie1372]

Hi @Lisa723 

is the blocking can be done in the settings or is it a manual process you go through every time you have a new booking request ?

[Inna22]

@Amanda1775 I would not proactively block the guests. If they end up booking or reach out with inquiry, I would probably discuss the previous rating with them. I doubted they would though. I have many people say that but none do

[Amanda660]

I had guests a few years back that were visiting their elderly parents in a nearby care home (they lived 500 miles away).  The rate had already been reduced right down (I stopped doing this a long time ago) and they asked for a further reduction (which I didn’t grant).

They left the house in good order after a 2 night stay but gave me 4 for value but a glowing revue.

Fast forward a few months, a few more stays and they booked their 4th stay.  I had been living in Spain and hosting remotely but had moved back home and was now living across the street.  One day I notice an orange extension lead snaking out of the dining room window down the steps to the driveway a floor below.  I went to investigate and it would seem that unbeknownst to me they were charging their brand new top of the range Tesla and had obviously done that on previous trips.

After they checked out they gave me 3 for value.  I messaged her and asked what could be done to improve this score given that she had been getting a much reduced nightly rate along with free car charges.  She got in a complete flap and said it was a mistake and she’d have it retracted.

I never allowed her to book again despite many, many requests for return visits and I don’t ever offer cheap rates on quiet weeks. 

So.....it would be a no from me. 😇

[Amanda1775]

Wow! Funny about the Tesla, but not funny about the decreasing rating and yet still trying to book again?!

[Celeste89]

I absolutely believed that many guests think that four stars is an acceptable rating for certain areas. I don't think guests realize how important five stars are to the super-host status.  and I I don't think that Airbnb last potential guess no that info either. Becoming a super-host seems to be such a secret thing two guests oh, they have no idea that a lot of four star ratings will delete the superhero status so easily. It happened to me after two years of being a super-host do 22 problematic guess which left the place a mess and claimed untrue sayings about my place. Airbnb was no help whatsoever despite my appeal to them and I not only lost super-host status but several hundred dollars from Airbnb choosing to refund to these horrible guests

[Celeste89]

In reply to my reply it is also difficult on my tablet to double-check my talk-to-text before posting so error show up and I cannot edit my reply and correct them. Well I still like Airbnb better than other booking sides, they have a long way to go before they really support host and have a usable platform for phones and Android tablets.

[Annie1372]

Hi @Celeste89 ,

i also use my phone to reply here, and to the right of my posted messages, there is an arrow pointing down. Is you click on it, you can find the option ‘Edit Reply’ 

I’m using it all the time as the auto-correct has other ideas then me 😂

[Celeste89]

Did you reach out to this guest to ask why they gave you four stars in those areas? I recently reached out to I guess that gave five stars in every area except cleanliness in which they gave four stars. Since my cleaning crew gets a 5% bonus if there is five stars I decided to start reaching out and asking if there was a particular reason they listed for stars for cleanliness but didn't tell them why except to say we are always striving to do better and more info helps us in that area.

[Amanda1775]

No, I didn't, but good idea for next time.

[Annie1372]

Hi @Celeste89 

i’m curious to see what was your guest answer to your inquiry about their 4 stars rating?

[Celeste89]

Actually I have not heard back from them. This was first time I have done that since I just implemented the bonus for five star rating on cleanliness for the housekeeper. I think from now on if I get a repeat customer I will go back and check their individual star ratings not just there overall review before accepting or declining. I do think a lot of people do not realize the heavy importance that Airbnb places on getting perfect ratings! How many time does one stay in a hotel and give them a 5-star review for example? I think not very often.

[Dewayne10]

No that would be irresponsible in my opinion. If I did that and he gave me four stars again, I would only have myself to blame.