Guests reviews

[Lisa1838]

Question. Why is is when guests reviews shows 5.0 on eveything but yet the overall rating is still 4 stars. Why is this and how are rating calculated because several times already where guests leave 5.0 for eveything but still shows 3-4 star rating.

[Ava30]

@Lisa1838 , The overall star rating is a separate rating. It is Not the average of all the other star ratings. They can choose to give you five stars on everything and then choose to give you four stars overall. It’s very frustrating and it can’t be changed once they do it. You can ask the guest why they gave you five stars for everything except for overall. They may choose to answer you, more often they will not. Generally, it seems to be that there are just some people that don’t give five stars overall for anything because they didn’t stay at the Ritz. They don’t understand they are only supposed to be rating this stay ONLY!