Today I received a 4 star rating. The guest seemed to be frustrated by the front door lock. For the security reason, I have installed a normal key lock and a digital lock. The code to digital lock is changed after each guest.
The digital lock is powered by a battery and it is a deadbolt lock. When the deadbolt is moved out or in, it could take 2-4 seconds waiting. Therefore, I always provide a detailed steps of instructions and send to a guest before checkin for self checkin guest or during checkin for checkin in person.
These two guests had to check in by themselves because we were out of town at weekend. I sent detailed self checkin instruction and also mentioned that they could call me anytime. I thought everything seemed to be fine because I did not get any calls. Today after I received a 4 star rating, I asked the guest where I can improve to get 5 star rating. And she complaint about the digital lock and told me that they had issue to open it and took them 7 minutes to open it when they checked in. They rated me 4 star for checkin even though they asked me to checkin 2 and half an hour earlier than the checkin time in my listing. I granted them to check in earlier but I got a 4 star rating for checkin and for overall.
They did not write negatives on the public review though. But a 4 star rating as you all know hurts my ratings. I will need to get five 5 star ratings in order to bring it back to 4.8.
Any suggestions from hosts how to make a process simple while still have the necessary security in place?