5 star reviews - How to get

[Suzy2]

What are the things that you all do to consistently get 5star reviews?! I've been getting lower that 5 on location, even though I clearly state that I'm in a stereotyped "not the greatest area", on my listing. It's very frustrating!

[Gerry-And-Rashid0]

You are gettting good reviews and good star ratings, and you are getting bookings.

Location is a weird one - it's the one we know we will have a 3 or 4 from time to time. It is so subjective - I really wouldn't give it another thought. As long as you have an accurate description, and perhaps include one pic of the street area (not identifying your residence) then that's all you can do.

[Chase2]

I'm not sure there's anything you can do about it if you aren't in the most desireable part of town.  Even if you mention it 20 times in your ad it won't change the fact that the rental is in a "not so good neighborhood," you know what i mean?  As long as your service and all other metrics are 5 stars then i wouldnt worry too much about the location metric as the other metrics will outweight the location over time.

[Mark126]

You don't expect to get 5-stars on location when you clearly state that you aren't in the best of locations, do you? 

As for everything else, you are in the hospitality business, so make sure that you are the best host your guests have ever experienced. 

[Kathleen43]

I have been experiencing the same thing. I think they should actually take that star rating off!  Guests have usually located the place on Googlemaps and seen the street and the area. I have also had my last 3 reviews giving all 5 stars except for the 'overall experience' which they have given 4 stars????

[Laurise0]

I usually get 4 or 5* ratings.  I'd like to consistently get 5.  I provide fruit, ask them if they need anything for their coffee.  My place is exceptionally clean, in a great area, so I don't get it.  I provide fine linens, towels, everything seems 5* to me.  What else do they want??  Very frustrating.

[Vikki1]

I find it frustating too 😞

I have just airbnbed my new seaside apartment and I ask people to give me feedback so I can improve it.  

9 lots of people have stayed so far and given it 5 star reviews, 2 people have said its the best place they have EVER stayed out, yet today I got a 3 star.... WHYYYYYY!  It's really quite upsetting isnt it, but I do recognise you cant please everyone.

[Lena110]

I am feeling the EXACT same way. I know it’s an old post. Did you find a way to fix this?

[Kip0]

I think there's a real psychology to the location and other rating items that is a combination of expectation setting and positioning.  I know this post was a few months ago but I'm experiencing and experimenting with the issue as well so thought I would weigh in.

First, there are many studies (and a great Ted Talk) about how low expectations lead to happiness.  For example, I keep getting consistent reviews that my homes are way better than the pictures and I should get better pictures.  But I'm getting bookings without better pictures and invariably people are happier with the homes than they thought they'd be.  Exceed low expectations = happiness.

Second, I think there is something about location that requires some positioning in the ads and in correspondence where you have to balance the low expectation setting with a way for the guest to see the negatives as positive.  Like if you tell someone that your location is 3 stars in the language you use then they will very likely rate you 3 stars.  But if you can explain how the 3 star aspects actually make it a 5 star location then you give them a way to think about it.  LIke for Suzy saying something like "the neighborhood is experiencing a revival so you get the benefits of being close to downtown without having to pay downtown rates."

I have a similar issue to Suzy in that my listing couldn't be clearer that the house is not on the beach but rather about 1/2 mile distance but I'm getting a few lower location ratings then I'd expect.  I didn't get specific comments about why from those guests but I am presuming it's because for many people to be 5 star in a completely objective sense at a beach community the house has to be on the beach.  And I think I made an expectations mistake initially by using positive comments from people that I paraphrased in saying "many people think of it as a 5 minute walk but it's about 1/2 mile so depends on your group."  

So now I'm experimenting with both expectations and positioning. On expectations I am using how long it takes my 72 year old mother to walk.  On positioning I'm highlighting the quiet neighborhood nestled away from the crowds. 

I'd be curious to know if anyone has turned around ratings based on how they talk about things like location etc.  Like, who has gotten better ratings by not actually doing anything differently but by talking about it differently?

[Vikki1]

Its a good idea and actually requires some energy to get it right.  My seaside apartment is a good 25 minute walk into the town and pier, I say it is a 'short pleasant stroll' - I was really worried about misleading people by saying this, but it turns out everyone so far has been happy with how far it is to walk into town. 

I also rent a room in London which is in zone 2, a residential area and not where all the tourist places are.  I explain this in my listing, I explain there are no tourist areas nearby and you need to use the underground to get to places, but it doesnt take long, except people still STILL mark me down on location.  

It's quite tough isnt it.  If only our customers could know how hard we try to make our places nice for them.  

[Penny39]

I came here because I have had 3 four star ratings with no reason. I read all the comments and other than what we can do on our end I have concluded that airbnb needs to assist with fair reviews. I think they could do this by communicating during review to guest. They could ask guests to please not mark down for items clearly communicated in listing. That would help alot. I have a half bath upstairs, but shower is downstairs. I cannot help that and communicate it clearly, so I shouldn't be marked down for that if they see that and book anyway. I think that they should communicate not to evaluate as if you stayed in a hotel, but as if you were a guest in a home. These ARE homes! Things can still happen sometimes. I fear an ac breakdown, forgetting something all the time. It is kindof nervewracking. One guest loved everything, but said my coffee creamer packets were old. I had just bought them and they are sealed individually with no expiration! Can't please everyone, but I do try to be clear about the room being upstairs and shower down. Everything else is as excellent as a can make it, to counter that. Everyone else in my area has straight 5 star ratings so their must be a way. Their places don't all look that good to me. Not being mean, it is just important to know the competition. 🙂

[Lena110]

This is exactly how I feel. How did you solve this?