Airbnb does a poor job, in my opinion, in educating guests on how the rating system works. Specifically, that a guest is rating the experience not by comparing the listing to the hotel up the street, but to other airbnb listings in the area, by how accurate the listing description and photos are. Let people know how you judge/penalize hosts: that essentially a consistent rating of 3 and lower is a failure. I think most guests view a 3 as an OK/average, not as a failure. And to not downgrade us due to a lack of amenity we never said we had. I've gotten low scores because I wasn't downtown, wasn't on the water, etc., yet never said that. Educating guests as to how the rating system works and how they should be basing their ratings on would go a long way. And stop using the "what was great...and what needs to be improve" language. When you ask guest to find fault with something, you cannot believe the nitpicking that goes on. I've gotten dinged because my DVD collection didn't include their favorite movie. Or that my drinking glasses were too small.
