Ratins

[Sherri36]

I have had all 5 start ratings and happy guests.My problem is I have a very happy guest who just gave me a 4 star rating and loved it so much  here she has rebooked a 3 week stay in Sept. I am shocked and saddend by the 4 star I bent over backwards and everything seemed wonderful even agreed to a lower price request which is the 1st time that has ever happened dropped the price signifantly for both her bookings and she gave me a 4 star for value ???.Left breakfast supplies toffee on arrival everything wonderful=shock. I certainly do not want to go above and beyond and have another 4star rating from this guest 3 months from now again and I cannot cancel. Any advice ? Should I contact her and explain how important ratings are to hosts? Should  I ask her to cancel ? Please give me advice .Thank you Sherri

[Alice-and-Jeff0]

@Sherri36  - absolutely write to this guest and explain the rating system and how it works.  Also ask her to provide more information about why she felt the value was not 5 stars, ... "Dear guest, We are disappointed in your 4-star score for value.  Can you provide us with what we fell short on that earned us this lower score?  We see that you've rebooked for September and are concerned that since we do not plan to do anything different or add any amenities, that you will find the value of our space still lacking.  We want your stay to be a 5-star every time. What can we do to earn this?"   Then if they ask for a discount, get Airbnb involved, tell them you are not comfortable with the reservation since they want a cheaper price, and get it cancelled. 

[Sherri36]

Thank you  for this great advice this sounds very reasonable.

[Linda108]

@Sherri36   The 4 versus 5 star rating has been discussed many times here.  For some people, they never rate ANYTHING at the top.  It is just their nature.  While I like the suggested wording provided by @Alice-and-Jeff0 , I wonder if you might be a bit more casual with this guest.  Thank them for the positive rating, express your goal is to get a 5 star rating and request feedback that would support such a rating from them.  I often ask my guests to give me the "nit picky" feedback in person so I can see my listing from their perspective.

[Sherri36]

Thank you Linda ! I appreciate your advice.

[Elona7]

Sherri, we had a similar thing happen to us as well. We allowed for a guest to bring extra people, allowed them to check in HOURS earlier than usual, and even answered their calls late at night when they couldn't figure out how to get the Smart TV to work. They were first timers to Airbnb and although they gushed to us about their stay and their experience, they left us a 4 star review. I was also very upset and hurt since we'd tried so hard to make their stay incredible. I reached out to them- turns out they didn't understand how the star ratings worked and actually really did love their stay. The 4 star review still haunts me, but I feel like you've got a wonderful opportunity to host them again and can hopefully nudge them towards that 5 stars that you deserve 🙂

Best of luck!

[Sherri36]

Thank you @Elona7 

[Sherri36]

@Alice-and-Jeff0  @Elona7  @Linda108  I did contact the guest and explain to her how the ratings work and the consequeces of a 4 star to a host. She was shocked and apologetic ,she could not believe Airbnb would look at a 4 star as a bad review and she thought it terrible for us hosts to have them control our business like that, and how unrealistic that it looked at 5 star only and everthing else was a "fail" .She did go and try to reverse her rating but said it would not allow her since 48 hrs had passed.She also wondered why Airbnb did not explain their rating system and tell people that it is different that everyone elses, it would be better for guests to know when they booked on their site  & it would be better for everyone to avoid these situations.Good luck to us all for a great upcoming busy season.Thank you to everyone for your helpful responses  ! 

[Sarah977]

@Sherri36  Yes, you need to explain the star rating system to all your future guests. It's not the guests' fault that Airbnb tells them a 4* rating means "Good" and then turns around and punishes hosts for it.

As you discovered, most guests ar shocked to find out how harshly hosts are dealt with and don't understand why Airbnb basically misleads them.

When I talk to my guests about this, I always say how ridiculous I think it is- that there shouldn't be anything wrong with a 4* rating, and that it isn't that hosts are mad if they get a 4* star rating, but that because of how Airbnb rates us, it can seriously harm our listing. The majority of guests have no wish to damage a hosts ratings or standing.

[Sherri36]

@Sarah977  Do explain that to the guests in person when checking in ,or do you leave them a note explaining the rating system.?Just wondering if leaving  a note in the unit with the info would be best.Thank you for your thoughts.

[Sarah977]

@Sherri36   I host a private room in my home, with a 3 day minimum stay, so I have plenty of opportunity to mention this at some point in the guest's stay.

Here is a thread you can read through that has various hosts' ways on how to let guests know about the rating system.

https://community.withairbnb.com/t5/Hosting/How-can-we-Hosts-quot-educate-quot-Guests-about-how-the-...

[Emilia42]

@Sherri36,

I have this write up in my welcome binder on the kitchen table. I stole it from a very wise and experienced host. I don't ask for reviews or talk to my guests about the review system/process in any other way but I am sure almost all of my guests have read this blurb. And it has done wonders:

Regarding your review following your stay in our XXX Airbnb

Please note that the 5 star rating system is NOT like a ‘hotel’ rating system:

As Airbnb ‘Super Hosts’ we do all we can to ensure that our property meets your expectations, as based on our listing description, photos, and reviews. A 5 star (super) host is one who consistently gives their guests what they promise. Guests who rate their hosts with 5 stars for the ‘Overall Experience’ category are saying they were happy with their stay and want future guests to know it. Reading the reviews of previous guests will help potential future guests feel confident in their stay. Therefore, please let us know if you are disappointed or dissatisfied with the space or any aspect of your stay while you are still here so we have a chance to address the issue and ensure that your stay is a ‘5 Star’ experience, and all you hoped it would be.