Guests gave all five stars beside one 4 stars and rating shows 3 stars...

[Hugh86]

I have a guest that gave all 5 starts beside one 4 stars but it shows a rating of 3 starts... what’s up with that? I also have another case where the guest gave all 5 stars and it shows 4 stars rating. Is there an issue with the application ? 

[Denis-Mark0]

Hi @Hugh86 

it's an issue about how guests understand the review system. Well, by the way, the review system might be an issue at all.

Your guests give you a rating in each of those six categories like cleanliness, ... but they give you overall rating, too.

It's strange that a guest rates you in each category 4 or 5 stars, but the overall rating is 3. Usually, in this case, Airbnb asks the guest during the reviewing process automatically if he's really sure to give a overall rating lower than the rating in each section. Because even Airbnb asks himself, where was the issue about your stay?!

An overall rating of 3 stars mean to me like 60% satisfied about the stay. So, what about the rest. Did you get any feedback from your guests??

[Hugh86]

The feed back was positive and they do not get it either. 

[Hugh86]

Just spoke to Airbnb the answer that I was given was the guest did not rate me for one category. Their explanation does note make any sense. 6 categories 5 stars each. The guest gave me 4x5 stars and one 4 stars and did not rate me on one so that’s 24 out of 30. So if you divide 24 by 6 that’s an average of 4... not 3... 

[Sandra856]

@Hugh86You don't have to divide anything.  Guests rate you in the 6 sub categories but ALSO rate you in the over all category. So they give you 7 separate ratings. The over all rating is NOT a result of the 6 sub categories but a separate category. 

Best, Sandra 

[Linda108]

As previously posted, the overall rating is a separate rating not an average of all categories.  Actually hosts can do the same thing.  A host can find a guest okay in each category but still rate low overall.

[Sandra856]

Hi @Linda108 🙂

It is actually different when we as hosts rate guests. Because there is only 3 categories and no over all category to rate - so the over all ratings are a result of the 3 categories.

Strange that it is not the same!? 🙂

Best, Sandra