Star ratings don't match up

[Pat258]

Hi,

I am a new host.   My first guests had a great time, they told me so repeatedly and in public and private feedback and they said we had gone above and beyond!

I gave them a great review too.

I can see in rtheir review that they gave me 5 stars in all six categories however, when I go the Progress section, there is an extra category called "overall experience" which doesn't apear in the guest's review.     I don't understand how 6 x 5 stars can wome out at 4 stars.

This, of course, means that I have fallen below the 4.7 target and cannot reach it soon since even a 5 star review would not balance this out.

This is so disheartning.

[Chantal426]

Thank you beautiful people... all these comments helped me!...Just started hosting and my first guest gave me 5 stars on all but only a 3 stars overall - asked him if he slept well on first night "I did actually" .. was the reply... no mention of needing another pillow until the review where he typed "Bed was ok but pillow was too soft and I can't sleep with only one. Air B & B is all about the home experience. A few pictures and stuff to make it more homely and less boring would be good. Thanks for your attentiveness."....I have spare pillows and blankets for anyone who cares to ask!.... all of the above well noted now...  Feeling much better that I am not the only one this has happened to.  Cheers all and THANK YOU!

[Ward1]

It gets worse:  I've had this scenario happen a few times and it drives me CRAZY:  A guest gives me five stars in all categories (cleanliness, communication, accuracy, location, etc. - and these are ony seen by the host - not by the public), but then the guest leaves an 'overall' FOUR STAR rating - and this is the only star rating that is veiwable by the public.  I've asked Airbnb about this and they do not care:  "A guest can feel that all the individual things were five stars, but give an 'overall' four star review."  It's enfuriating!!!!  Airbnb messaged me that if they receive more feedback from hosts, they might do something about it.  IF YOU CARE ABOUT THIS ISSUE - PLEASE MESSAGE AIRBNB ABOUT ITI!!!

[Abbie20]

I am new to hosting. First set of guests wanted nothing more than advertised except a list of local restaurants, which was provided. They thanked me for meeting their needs during their stay but no rating from them.'

Second guests requested upgraded cable, a crock pot and a coffee brewer. All were provided. They stated they enjoyed their stay and I provided everything they requested, but still no rating. 

I have rated both both stays for them as 5 stars but if they cannot take the time to rate us is this fair? How are you supposed to get a 4.8 if guests don't even make an effort to rate their experience? 

At this point I am not even inclined to rate my future guests.

[Linda108]

@Abbie20  It is disappointing when your guests do not take the time to review you especially when you are fairly certain their experience was positive.  Air BNB does prompt both guest and host to write reviews but guests don't always feel an obligation to do so.  Host reviews are so important to other hosts and I feel an obligation to the host community to provide an honest one.  Your not writing a review impacts us all, so I hope you will not become so discouraged. 

Also, don't become too fixated on the reviews and the rating system.  I was a Super Host for several years and a single review that was allowed even though the guest did not stay with me lost me that rating. (Host cancellation due to unexpected illness that I did not want to expose the guest and her son to)   No big deal as I know what I provide is very good and it seems that other guests know as well.

[Abbie20]

Thank you for the encouragement Linda. It does seem quite unfair that your rating was affected because of a cancellation but it seems like you were trying to do the right thing for your guests.

I have been pleased with the Airbnb experience so far and have had great guests and I make sure to rate them as such in additional to messaging them that they are welcome back anytime!

[Diane584]

I’m new and have a question. Our first guests leave tomorrow morning. I saw a great diagram for guests on how the star system works on AirBnB. Anyone have it and is willing to share?

[Ward1]

Hope you get an answer!!  Let me know!

[Edgar70]

OVERALL RATING SHOULD BE CHALLENGED BY AIRBNB WHEN THERE IS A BIG DIFFERENCE TO THE AVERAGE SPECIFIC RATINGS

How can an overall score of 1 or 2 star be justified to sususpend a listing when a combined rating on the 6 rating criteria is say 22/ 30? Which averages out to a 3.8 star score.

ive had a guest who didn’t LIKE the ‘area / townsite’.... In Lombok Indonesia- they complain about trash in the main street and beach area... ( 3rd world = no garbage pick up). Villa is spotless and serviced daily but get a 1 star for cleanliness, but guest complimented the place and I’ve just renovated the bathrooms!

She couldn’t handle starving kids selling harassing selling bracelets and being aggressive about it. She didn’t feel safe in the ocean... So give my VILLA a 1 star for location - even though it’s THE best located private villa in the area. Close to shops restaurants and a calm protected beach.

TOTALLY CRAP SYSTEM AIRBNB

. 

[Lizzie]

Hello @Edgar70,

Welcome to the Community Center. 

I wonder have you seen this recent blog article on reviews? There is an Airbnb team looking into ways to make improvements and so if you have any ideas , it would be great to hear from you – please share your thoughts on that topic, as we are gathering all the feedback/ideas shared there. 

Thanks so much,
Lizzie

[Leanna15]

I have just ticked over my eligibility to become a superhost.  My ratings are 4.9 average, however under the progress tab says I am only 4.3 and not eligible for superhost.  I am really confused ?

Does the superhost rating calculate for ALL reviews or only recent ones 

[Pat258]

Superhost uses the last one year leading up to the review date.  So, my next review will be Oct 1st so the ratings from 1st Oct last year to 30th Sept this year will count. 

On the Performance page under Opportunities click on Superhost, there is a drop-down box that shows you the date periods.  There is also a breakdown of your performance to date.  Be aware that this sometimes takes a day or two to update with the latest rating.

I made the ratings the day after the first review date 😮

Good luck

Pat

[Pat258]

I now have a lovely guest who came for the working week and, having told us how happy he was with everything, immediately booked up for the following week.   

He then went off and wrote a nice review " Immediately booked a return visit.  Enough said!"  and private comments:  "Thank you both for being wonderful hosts" and gave me five star in ever category . . . except the Overview!!!

At the end of the following week I couldn't risk another four stars so, with much embarrassment, I explained the situation to him.  He was mortified and asked if he could change his review.  He thought it was really high praise and that was what he meant to give.  He has now given me a fab five star review with fuller comments.  How kind of him - he is a top guy.  However, we should not have to do this.

Why do AirBnB not take an average of the six categories and automatically assign a rating from that?

I notice that where I have had a 4 star in one category - Yes my location is where I said it was and not on the beach! - this doesn't impact my score by much - maybe 0.01 whereas a four star overview impacts by 0.1.

Crazy!

Anyway I am sitting at 4.9 now but really nervous about every review as any one of them could send me crashing to the floor.

Slainte!

Pat

[Patricia2006]

Airbnb needs to hire mature well traveled employees to work in the office.

[Kat84]

You made me smile. There is no office. They are outsourced workers in India, Philippines and other BPO countries, that are paid local wages according to their 3rd country economy... 

[Roberta700]

I agree with all of these posts and I will send Airbnb a message.  I have received two 4 ratings in a row in which when I reached out to the guests they said they meant it to be a 5 and don't understand what happened.  They had both given me all 5 stars on the different categories.  This is not right.  Can a guest change their review?