Value ratings of less than 5 when everything else is a 5

[Richard1159]

Have had a number of renters give me less than a 5 on value. All other ratings are 5s. On top of that, those renters then ask to come back next year. This confuses me...if its not up to your value..why come back?  Im not sure whether i should ignore them, delicately comment or just not welcome them back.

My rating is 4.9...Im a superhost.

I do have a unique beachfront cottage...the majority of renters give a 5 value.

I sometimes think they are trying to manipulate my pricing by there rating...does this happen? 

Any comments would be appreciated.

Thx in advance, Richard

[Branka-and-Silvia0 · Accepted solution]

@Richard1159 

they probably think if they give you 5* for value then you will raise your prices.

[Kaylee18]

@Richard1159  I've had the same experience. I chalk it up to just people who are pickier/higher standards, or the ones who don't think anyone deserves 5 stars across the board. 

I really don't see it having anything to do with pricing (as in them hoping you lower your prices, etc). 

I wouldn't lose sleep over it 🙂 

[Richard1159]

Hi Kaylee: appreciate the comments. Sort of glad im not the only one to come across this situation...but it doesnt seem right. Value is subjective...maybe there should be less weight on this rating in airbnb's formula.

Again, thanks for your comments

[Richard1159]

Hi Kaylee: appreciate the comments. Sort of glad im not the only one to come across this situation...but it doesnt seem right. Value is subjective...maybe there should be less weight on this rating in airbnb's formula.

Again, thanks for your comments

[Nakayama0]

How about messaging the guest, 'We disappointed and upset with your overall ratings! What you are doing is trying to throw our listings into deep bottom of web.', and replying his/her review as the same?

[Richard1159]

Nakayama:  Thank you for your suggestion. I bite my tongue a bit because im afraid to come off bitter or snarly. Choosing the rights words might do the trick. THX, Richard

[Ange2]

@Richard1159    I would just explain Airbnb's whacky star system i.e.  5-stars = pass and anything lower indicates that the host has failed to varying degrees.  Many guests have no idea how this works and think 4 is a fantastic rating (c.f. 5 star hotels, which some guests use as a comparison) and Airbnb encourages that understanding via it's oddly worded (disingenuous) review/survey.  I have had guests give me 4-stars saying it is not the Ritz!  True,  but what they paid for this listing may, at best, get them a pot of tea at the Ritz,  no cups or lemon slices included.

[Richard1159]

Ange: Thanks for the comments. Appreciate the response. Richard

[Alice595]

@Richard1159  I have just one clarification to you. The stars given in each category have nothing to do with the overall star. Therefore, the 4 star you receive in value category does not affect the overall stars you get at 4.9, which is an average of the stars average in Overall category.

That is kind of stupid. The overall should be an average of each categories. I remembered that there was an overall category for guests one or two years ago as well. Airbnb removed the overall star for guests review. But they have kept the overall as a category in reviews for hosts.

[Richard1159]

Alice: thanks for the insight on stars. I was not aware it operated that way. I appreciate you taking the time to respond. Thanks, Richard

[Linda1321]

@Richard1159I have had the same situation. I offer perks that are not listed, because I want people to be pleasantly surprised, so I do take it a bit personal when I get less than a 5 star on value.  Guests who have told me they loved their stay and can't wait to come back and left great public reviews have given me 4 stars for value. I am wondering if this may be a hint to Airbnb that they want to pay less, more than a message to individual hosts. To me it would not be worth hosting if I lowered my price.  I think Airbnb should consider changing the star rating for "value" to "did it meet expectations."

[Richard1159]

Linda: Hello...thanks for the comment. I think your suggestion is on point.  "value" is just too wide open for people to misunderstand...or abuse.  For the two renters Ive had this season that gave me 5 stars and then a 4 star for Value...and then ask me to reserve a place for next summer...it just does not make sense to me. Maybe im too logical...

I will be sending airbnb a suggestion about the change to "meeting expectations"

Thanks again

Richard

ps love Santa Fe

[Jenna346]

In customer service the value is what the customer believes the product and service is worth (benefits) versus what they paid. If people think the value is four stars, that's probably pretty good. Airbnbs typically aren't providing hotel service but cost about the same. So, you're going to have guests that enjoyed their stay and loved your place but didn't think it was the best value. What makes something have great value is different for everyone. In a hotel, the front desk people, the baristas and bartenders, and all of the employees are paying attention to your needs and will communicate with eachother if there is something that needs to be done for the guest. Since Airbnbs aren't typically service and hospitality forward, it would be hard to identify what is important to the guest unless they complain a lot or they leave a bad review.