The perennial problem, 4 star reviews for no real reason.
I could write a book on reviews sigh. But I'll try to keep my response short, because lots of things factor in. I will say, the smaller the property, the easier it is to earn 5 stars, the larger and more diverse or older it is, the harder it is. So take that into account.
All good suggestions from the experienced hosts. Go with what you can do/is comfortable for you.
My principles on minimising 4 star reviews are this:
1.Manage expectations as carefully and clearly as you can upfront
2.Listen and learn from 4 star reviews as they might indicate a pattern
3.Have a messaging strategy for each booking that works for you
Here's what I do.
Based upon some previous hosts suggestions, I have a paragraph on my arrival information (which I now keep on a website page, not airbnb app as its too hard to find by guests, and website links are easier to find). Feel free to browse and goto the Reviews section.
https://www.orangewoodnsw.com.au/pre-arrival
So guests get that link after booking, but before they arrive. I'm hoping it primes their thinking and sets expectations.
I then messag a few days before arrival, a personal message hoping they are comfortable with all the pre arrival information and to message me for any questions/issues during their stay so we can fix promptly. Anything urgent, to call the number on the fridge. I don't get enough volume in a month to setup automated messages.
I do provide a welcome guest hamper of quite substantial value, and I still can't figure out if helps me get bookings or helps with 5 star reviews. I'm actually running an optional survey after guests book on why they book my property to figure this out.
I do observe that one or two minor things, guests will forgive, but if more than 1 thing or more, and the larger the group, the more things they tend to complain about.
I do not ask for any feedback anymore post exit, because sometimes it opens up a can of worms. It gives guest license to say, would be nice if XYZ, never mind that the property was never intended for XYZ etc and seeds a negative perception for the formal review.
IF the guests message on departure that they have left etc, I just say, thanks for the update and safe return travels. Good guests will usually review promptly.
I only review a guest once they have done their review first. But always do one by the 14th day if they haven't done one, its the right thing to do for future hosts. Some guests just don't do reviews. I have stopped gentle reminders for guests to do reviews, because that has usually meant something went wrong and they didnt tell me and then they leave 4 stars.
If I get a 4 star review, I do message the guest and thanks them, and then kindly ask ask what didn't we do to earn 5 stars? I have learnt from this. eg Saw a pattern, which I didn't think was an issue in isolation, but when multiple customers tell you, its time to do something about it, so I did. They didn't want to say anything publicly, but thought because of it, didnt deserve 5 stars (sigh) but since I asked, then they were willing to tell me. I had to buy a new fridge, washer, dryer, chairs even though those things still worked. I learnt that new appliances are critical even if the property is older. Doesnt' matter what you charge, it seems to factor big in my guests importance of features. I also updated my expectations on 'Things to know' for future guests around the age of the property but also promoted all new white good appliances.
And if in the end I still get a 4 star review and I know there is no reason for it (once ina blue moon I accept it cause there were issues), I will do a public reply. And the reply is not for the guest, it goes like this: "Thanks John Smith for the nice review. Dear Future Guests, Not all guests have the same perception of value and worths whats paid for but we appreciate all guest perceptions and value their feedback. We strive to deliver a 5 star service to you and hope we can earn your 5 star review given we'll provide you an experience superior to staying in a standard hotel room for a much better price! We look forward to hosting you at our property offering you XYZ, All the Best."
BTW Since i implemented all of the above that adhere to my 3 principles, my 4 star ratings have dropped. Given I run a large group holiday property of 44 acres of rural farm that is not brand new, I take that as a win.
Hope this helps regs MK
