Rising our stars reviews

[Oka228]

How to rising stars review again ,when we have bad review before? Need help everyone...

[Mike-And-Jane0]

@Oka228 Your overall rating of 4.83 is really not too bad. It is exceptionally difficult to maintain 5 stars from everyone especially as some guests just give 4 on principle because 'nothing is perfect'.

To improve your ratings though you just need to respond to feedback. 

1 group complained about the lack of cutlery/plates - We were always told that you need twice as many  of each item as there are guests.  So as well as answering their review just take action.

BUT don't stress about everything - If the power goes down there is little you can do except provide candles (as you did). Also if someone complains that the TV is too small ( I made this one up) then don't react immediately - For expensive items we always waited for 2 or 3 people to mention it before taking action otherwise we would have all sorts of weird kitchen equipment that only 1 person ever wanted.

Finally in one of your review responses you answered something the guest had put in their private comments. All review responses should be designed for future guests and not aimed at the reviewer. As such you saying you would solve a private issue just makes it public (if you see what I mean).

[Steven1203]

1. Be proactive, get ahead of issues, make your guests feel like they matter.

- To do this, I'll send an auto-message the morning after the guest arrives to see if anything can be done to improve their stay.  And I reaffirm that if anything should come to mind to reach out to see if I can help.

- At the end of the stay, I send an auto-message asking if they have suggestions to improve the stay of future guests.  Making guests feel like you want to hear from them is very important.  Of course, I also implement suggestions that resonante to ensure future guests are happy.

2. Educate guests on what the rating system can be thought of in guest-speak. 

3. I've made my airbnb easy to clean.

I learned these lessons from my first airbnb.  My current airbnb is far from perfect but is rated 5.0 with 90 reviews.

[Rebecca]

Hi @Steven1203 👋

Thanks for taking the time to share your insights and for joining in conversations on the Community Center!

I'm tagging @Oka228 here so they receive a notification of your message. 

Quick tip: if you type "@" and then the username, this will tag the member that you're replying to. I hope this helps to keep the conversation flowing 🤗