Overall Rating & Category Rating

[Nic21]

My guest personally claimed that he gave me all 5 stars, but it ends up the 'Overall Rating' is only 4 stars.

I'm wondering how it works? Because I thought the Overall Rating shall be calculated by a formula based on all Category Rating, for example like: 30/6 = 5 stars.

Overall Rating shall not be rated by Guest anymore, because the mistake they've done during rating it, they cannot undo it & it affects the Host's listing rating unreasonably. 

Anyone knows or experience this before?

[Sylvia206]

So frustrating. We just had guest for 2 nights. They left nice review, lovely private thank you, 5 stars in each category and ONLY 3 stars for overall satisfaction. Why????

[Stacie39]

Were you able to get anything resolved? This just happened to me. Guest accidentally gave three stars - states this in private message. In his public review he explains why he gave me 4 stars (not 3). He had a hot water issue btw. How do I get help correcting this obvious / documented error?

[Mark156]

Hi Everyone,

I just discovered this anomaly myself. I'm a Superhost with over 130 reviews and just received an overall rating from a guest of 4 stars however the 6 individual categories were all rated as 5 stars with a great written review. It doesn't make sense to me. Airbnb Service Centre didn't really want to know about it but confirmed that it is the overall rating that determines your Superhost status. Surely this is a problem for other hosts and should be looked at by Airbnb or am I missing something?

Cheers,

Mark

[Sarah977]

@Mark156 No, you're not missing anything. And hosts have been ranting about this for years, so "Surely....should be looked at by Airbnb" is like whistling into the wind. They think it's fine and don't care how it affects hosts. They go so far as to tell guests that a 4* rating indicates "Good" and then turn around and threaten to delist hosts for less than a 4.7 rating. It's nasty.

[Mark156]

Oh well, thanks Sarah

[Breighana0]

Yes, there is a category called "respects house rules."  If a guest leaves it blank, airbnb takes your rating down to 4.

[Stacie39]

My guest made a mistake when submitting my overall review. There is evidence in his public review (where he actually discusses the overall rating he gave me - or meant to give me I should say) AND I have a private message from him admitting he made a mistake. How do I correct this error? 

[Sarah977]

@Stacie39  You can't correct it. Airbnb won't let anyone change a star rating or a review once it's submitted. The guest could ask Airbnb to remove the review altogether, but whether the star ratings would also be rmoved, I'm not sure. In any case, you can't ask for a review to be removed unless it's a review you have submitted. The party who writes the review has to.

But I see you have a 4.89 rating, so I wouldn't worry about it and I wouldn't ask the guest to ask to have it removed- I might consider that harrassment if I were a guest, and I'm sure you'll get your rating back up with your next review.

He says he gave you 4*s overall- you mean he actually left 3*s or less? Even if he left 4*s, how ridiculous, given his reason- that he had the huge inconvenience of having to flip a breaker to get the hot water back on.

[Ting-and-Ning0]

We had the exact issue. Our guests were so happy about their stay that they even left us a very touching poem. The family reunion brought the whole family of three generations together after they had separated for 50 years. We were not sure if it was a mistake and contacted Airbnb. In our opinion, if everything else is 5 stars, this overall quality category becomes unnecessary.

[Breighana0]

Did you call airbnb and ask them what the reason is that the 5 stars was taken down to 4?  I did and they said it was because the guest left the category "respects house rules" blank.

[Breighana0]

I have a possible answer for all of you.   This happened to me and airbnb told me that it is because the guest left the category "respects house rules" blank.

My guest rated me 5 stars in every category (including overall).