Regaining 5 Stars

[Keith-And-Tracy0]

Hey Guys,

We've been downgraded to 4.6 stars and I'd really like us to get back to 5 stars as soon as possible - would appreciate your constructive input please.

We are fairly new to Airbnb (Jan. 2017) and, whilst we've had some great reviews, our greetings et pick-up service has suffered teething problems and also, I had to cancel an instant booking because it somehow overlapped with an existing Expedia booking, meaning Airbnb shouldn't have accepted the booking in the first place.

I cancelled the booking immediately (96 days' notice) and sent an apology email to the guest straight away too. Notwithstanding, it still counts as a cancellation which is a red mark against our rating. I've paused the Expedia channel for the moment until everything settles down.

Re the key pick-up service, we live 150 miles away, so can't be there to do the handover personally, I've made the process simpler to follow and hired an in-town agency to do this for us.

Is there anything else I should be doing please?

Best wishes,
Keith

[Hilary-And-Ed0]

 Hello @Keith-And-Tracy0,

I just had a quick look at your reviews, and they all seem positive. I am fairly new too.  I have all 5* reviews except one, and his text was also positive.  My guess is that he was not entirely comfortable with the rating system.  That is bound to happen now and then.  Expect a learning curve (key turnover glitches, etc), and expect someone to give you 3 or 4 stars every now and then for no apparent reason (sometimes, I think it is just because someone is in a bad mood when they write the review for totally other reasons). 

If, for the most part you get 5 stars, as you have more and more completed trips, the average will increase, and the one or two lower ratings will kind of disappear under all the postitive ones.