Guest feed back error

[Kevin_Liz0]

Hi there,

We’ve been Airbnb hosts for a short time, just from August 2018.

We’ve had 11 reviews in that time, 2 of which gave us 5 stars for all the individual criteria but only 4 out of 5 for the overall.

After asking them why it would appear that both these were actually by mistake, the guests hadn’t checked before they posted.

Both guests informed me that after posting originally they then couldn’t put their mistake right and change to5 stars overall.

Is this correct?

It has pushed our overall rating down to 4.7 and purely through mistakes not relevant to our property or hosting. 

If this is the case I’m not particularly impressed.

Can anyone comment about this please ?

Many thanks,

Kev and Liz - Norfolk, England

[Elena87]

@Kevin_Liz0 

More likely these guests feel under pressure if you are on their tail questioning their review after it is posted and telling you 'it's a mistake' to disengage.

Having five stars for sub categeries doesn't neccesarily mean five stars for overall.

Mistake? I don't believe it.

[Kevin_Liz0]

Thanks Elena - it just seemed odd to give 5 stars for everything and then 4 for the overall.

Makes no sense to me at all.

Thanks for your reply anyway, much appreciated.

Kevin 

[Ange2]

@Kevin_Liz0    Most guests do not know that anything under 5 stars is the road to failue on Airbnb.   In all likelihood your guests were thinking 4 is fantastic, until they learned it is far from it,  and they felt embarassed when you contacted them. I doubt Airbnb will change anything, they say the star system is completely automated so  once a rating is made there is no way for a human to change it manually.

btw: I think just the "overall" rating that is taken into account, not the other categories.  Hence, hosts can get 5 on all categories, but it's the 4 stars on overall that will bring their rate down.

[Kevin_Liz0]

Hi Ange,  thanks for taking time to reply and yes it is the overall that dictates the rating which is why I was a bit miffed.

To give all catergories 5 but then 4 for overall seems madness to me - which is why I thought it was a mistake.

Anyway thank you for your reply.

Regards,

Kevin

[Gordon0]

>>After asking them why it would appear that both these were actually by mistake, the guests hadn’t checked before they posted<<

I'm with @Elena87 on this. It isn't rocket science to choose from a 4 or 5 star button.

[Kevin_Liz0]

Hi Gordon, thanks for your reply.

You are quite right it isn’t rocket science just seems careless to me.

Anyway best regards,

Kevin