Host being rated for "Respects house rules"

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Breighana0
Level 3
null

Host being rated for "Respects house rules"

I'm a host and I was was given an overall rating from a stay of 4 stars.  On closer examination, the guest had left me 5 stars in all categories.  I called airbnb customer service and asked why my stars were 4 and not 5 and they replied with, "because your guest left the stars blank in the category "respects house rules.""

I asked for their policy on "Respects house rules" as it applies to a host and neither the agents or supervisors could give me anything on it.  They're just telling me to accept it.  I asked other hosts around me if they're rated in that category and their responses have been "no."

One supervisor thought it was a glitch, but the tech team threw it back and said it wasn't.  He said guests do not rate hosts for respecting their own house rules.  They're refusing to make the correction for their error.  Meanwhile, I'm being excluded from searches because of their error.  Airbnb is punishing their hosts and telling them to accept what is being given to them even though they ALL acknowledged it as being wrong.

 

1 Best Answer
Breighana0
Level 3
null

102 Replies 102
Breighana0
Level 3
null

**[Private conversation removed in line with the Community Center Guidelines]

 It is an internal message.  Are you actually implying that I altered the image?   You just came on this thread, as did others, not to help me but to accuse me, bash the airbnb customer service and say they're lying, tell me what I'm saying isn't true and that the category does not exist.  I have attached and proven everything in question, and yet there's people still who just still can't admit that there's actually a problem here.  This isn't a community help forum, it's a high horse page.

Huma0
Level 10
London, United Kingdom

@Breighana0 

 

No, I never inferred that you altered the image. I asked if CS told you this was some sort of internal thing only they could see as it looks nothing like what we see from the user end. You are being very defensive.

 

Sure, I have nothing better to do with my time than come on here to persecute you... If you have some time on your hands, have a look at all the responses I've posted that people have marked as the most useful answer because they felt I helped them. The reason I spend time on this is because I received so much helpful advice and insight from more experienced hosts when I first started hosting... and I still do. 

 

As I and others told you before, we were stepping out of this thread because you won't listen to any advice and just insult anyone who tries to help, but then you complained that we had all stopped responding.

 

If all you're going to do is continue to throw accusations at us as if anyone who doesn't validate you is some kind of troll, then again, I'm bowing out of this discussion.

Breighana0
Level 3
null

This isn't rocket science.

I'll simplify.  I was rated 5 stars in every category INCLUDING "overall."

Airbnb has confirmed this to be true and accurate, thus my rating should be 5 stars.

However, airbnb has found the issue to be a "ghost" category called "respects house rules" as the lone cause the "overall" rating was affected and taken down to 4 stars.  The guest left 5 stars, airbnb changed it to 4 stars.  It's very simple, and should be a simple fix since this category should not even exist for hosts to be rated on by guests.

Whether or not you comprehend that is on your end not mine.

Huma0
Level 10
London, United Kingdom

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Breighana0
Level 3
null

You're telling me what I already know.  I know it's not supposed to be a category, but it is (glitch or not) and it affected my rating.  They've already established that the guest did not rate me 4 overall, she gave 5, yet it reflects 4 INCORRECTLY.  This is where the failure in understanding is happening.  9 agents confirming it being "respects house rules" affecting it compared to your 1.  Also funny how only "level 10's" are responding to this and doing everything they can to make airbnb not look bad even though it's an admitted mistake on their end isn't convincing either.

Huma0
Level 10
London, United Kingdom

@Breighana0 

 

The levels reflect how active someone is here on the forum and it really doesn't take much to reach level 10. Anyway, if you read the other threads we have posted on, you will see that none of us are shy in criticising Airbnb. In fact, I have recently created two threads about glitches in Airbnb's system and how useless CS was at addressing these, i.e. the reps had no clue what was gong on.

 

So, for you to accuse us of "doing everything they can to make airbnb not look bad" is just silly. Throwing accusations around just because people are not agreeing with you simply proves that you are not being rational about this.

 

The response I posted above was from the second, not first, rep I asked this question. I could ask a third, fourth, fifth time and on and on, but what is the point? I know I am going to get the same response. You were the one who suggested we contact CS to ask (convinced they were going to tell us that this non-existent category exists), so I did. 

 

Please explain to me how, if that category does not appear within the review process (as I have shown and others have confirmed), a guest can rate it or choose not to? 

 

If you want a simple answer, why don't you just ask the guest if they left you 4* or 5* overall? I don't know why you are making this so complicated for yourself.

 

Anyway, I'm also going to leave this discussion now. I was trying to help, but you refuse to listen to reason. I really don't think you are going to get anywhere with this with CS (who have already given you the answer that we are all giving you) but if you want to continue to chase it, well it's your time you're wasting.

 

 

Huma0
Level 10
London, United Kingdom

@Breighana0 

 

The screenshots you posted clearly show that the guest rated you 5* in each category but 4* overall. As I mentioned before, this is not that unusual. You will find many other posts here on the CC where hosts are asking about this and nowhere in the responses will you find anything to do with 'following house rules' being a category, let alone one that affects the overall rating if left blank.

 

The overall star rating is not a sum of the individual category ratings. It is a separate rating given by the guest (as you can see from the link I posted to the thread where you can see the review process in full). So, in theory, a guest can leave you 1* in all categories and still give you 5* overall, or vice versa. Of course, that would be unusual, and a reason to question whether the guest really intended to leave those ratings, but 5* in each category and 4* overall is not at all unusual. 

 

Anyway, as I mentioned last night, I contacted CS to ask about your dilemma. The rep had never heard of such a thing and just sent me the link to the Airbnb article that explains how guests can rate hosts, including the categories (which I also posted in this thread). She then forwarded the query to an ambassador, who replied this morning, confirming that the star ratings are as everyone here is telling you (not what some misguided/confused rep/s told you):

 

Screenshot 2022-09-29 at 12.35.57.png

 

Those are the ratings that guest can leave, i.e.

 

1. Overall star rating

2. Individual categories: cleanliness, accuracy, check in, communication, location, value

3. Amenities: not a star rating, but the guest is asked to confirm whether certain amenities were there or not 

 

Again you can see the whole process in the thread I created recently about it, but I will post the screenshots again here just to make it crystal clear.

 

So, it doesn't matter what some reps told you about a non-existent category. No one at CS is going to fix the problem, because the problem doesn't exist, so they can't. Unfortunately, the fact is that the guest simply left you 4* overall, as your screenshot shows.

Breighana0
Level 3
null

It's "Respects house rules," not "following house rules," so that is probably why she couldn't find it was from bad information given on your part.

Breighana0
Level 3
null

And for the record, what a couple of them have said on the phone and then messaged me have not been congruent.  So that's probably where you're lost too.  My explanations make sense to me because I've talked to each one personally.  3 also blocked me from responding even though I kept clicking the button that I still needed help.  It's a case for upper management because it's clear that this cannot be fixed by phone operators.

Mike-And-Jane0
Level 10
England, United Kingdom

@Breighana0 I can't blame  them for blocking you as, even though you can see the guest left you 4 stars  and yet you refuse to accept it.

Breighana0
Level 3
null

@Mike-And-Jane0Since you're a level 10 and you know it all, explain why I got a 4 star overall rating here based on the above image information.

Mark116
Level 10
Jersey City, NJ

@Breighana0  The answer is the guest gave  you 4 stars overall.  It  happens fairly often that guests will give 5 stars in the categories, but 4 stars overall.  I don't know what else to tell if you don't believe people here who have recently traveled as guests and tell you there is absolutely not any 'host followed house rules' category.

Breighana0
Level 3
null

20220929_093530.jpg

Breighana0
Level 3
null

The guest gave me 5 stars overall and it was confirmed.  Explain to me please how 5 stars equals 4 stars.

Breighana0
Level 3
null

**[Private conversation removed in line with the Community Center Guidelines]

Mike-And-Jane0
Level 10
England, United Kingdom

@Breighana0 The reason you got a 4 star overall is because that is what the guest gave you! Ignore the customer service input. You have posted what the guest gave you AND IT IS 4 STARS. 

Breighana0
Level 3
null

20220929_093530.jpg

 Don't go quiet on me now. 

Explain this to me

Breighana0
Level 3
null

@Mike-And-Jane0LOL

It was confirmed with her that SHE left 5 stars as the other reps have confirmed after their investigations.  I feel like you should be demoted in community for not being able to read and comprehend and being a detriment to issues instead of the solution.

Mike-And-Jane0
Level 10
England, United Kingdom

@Breighana0 the reps are wrong. You posted her review earlier and it showed 4 stars for the overall rating.

Breighana0
Level 3
null

Yes, the overall rating was taken down to 4 stars because "respects house rules" was left blank.respects house rules.jpg

Gillian166
Level 10
Hay Valley, Australia

@Breighana0  your screenshot here shows what we assume to be the Overall Rating at the top, 4 stars. The guest chose that, sometimes it happens that they choose a lower overall rating. 

 

I know you think the Overall Rating is an average. It is not, as far as we've been told.  

 

Have you contacted the guest directly to ask them if they left a 4 or 5 star Overall Rating? That will answer the question. 

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