Blurb about reviews in the house book

[Inna22]

I am thinking of including some language about reviews in the house book. I remember someone even put an article in theirs. I would like to make it simple but to the point. Something like:

A WORD ABOUT REVIEWS

Airbnb assigns a lot of value to reviews. If I get anything less than five stars from a guest, I am considered a bad host with main consequence of being removed from search (I am grossly simplifying this but I think this is something everyone will understand). I hope I have earned a five star review and if I haven’t, please give me an opportunity to remedy the situation during your stay. I am always available through the app or by phone.

[Jim472]

Oh I took off the "please read" part as I thought that a little over the top.

[Inna22]

@Jim472 do you think anyone ever left you less than 5 to spite?

[Jim472]

Not yet, but I'm still new to the airbnb party. Plus being over here most of my guests don't have that sense of unearned entitlement that most Americans do. Please don't judge, I'm from DC, and just my observations from world travel. 

[Anonymous]

@Jim472 Have you been through the review process as a guest recently?

The last 3 times I stayed at a Airbnb's and reviewed my hosts, the question "How did your stay compare to your expectations?" was a completely separate item from the overall star ratings. The template that you went and got framed leaves the misleading impression that the "expectations" score automatically converts into a star rating, which it doesn't. 

It also implies that a host will be automatically de-listed as a result of a single 1-star review or suspended over a single 2-star review; again, this is also not quite the case since many hosts have received a retaliatory review without these consequences. 

I can understand wanting to find a way to convey the consequences of what seem like benign ratings, but if you're seeking to "educate" your guests it's very important that you don't give them false information.

[Alon1]

@Niel3

4.6 will not get you 'kicked off'. 

I recently became SH for the first time July 1st after more than 6 yrs of hosting.

My overall average for these 6 yrs & at the time I achieved SH was 4.5 for over 300 Reviews.

My current average is 4.6 

I have given quite detailed account of how the Averages actually work.

A key figure is 4.2 = '5 Day Pause' of a listing.

I can't vouch for Delisting figure, but it seems to be below 4.0

It seems to me those who continuously propagate 4.6 = delisting are evidently either not sufficiently experienced or SHs who achieved the status shortly after they began hosting and so never experienced lower ratings.

Consequently, I've suggested the continuing propagation of 4.6 = Delisting is effectively scaremongering.

[Ute42]

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@Alon1 

I did a research on the sortorder in searchresults for the Munich Oktoberfest last year.

No 1 in search results was a place with a 2.5* reviewaverage

No 2 was a place with a 3.5* average.

Look:

[Sarah977]

@Ute42  #1 search result has a 2.5 star rating, wow. They must work for Airbnb.

[Alon1]

@Ute42 

It seems amazing! 

So how to explain it?

The former only has 3 Reviews, which is the minimum for Airbnb to display the Stat Averages.

(I think it used to be 5 before averages began to display on the listing, but I could be wrong, it may always have been 3).

I can best speculate it was still listed because the automated system probably requires more Reviews before it becomes statistically meaningful, and registers for threatening emails for suspension and / or delisting.

  In view of the latter listing with 3.5 average which still only had 7 Reviews, I would guess 10 Reviews as the point when the computer begins to register and issue warnings.

The guess at 10 is based on requirement for qualification for SH. 

We could ask the Moderators to request Airbnb comment & verify this detail.

[Kelly149]

@Inna22 I don't ask for reviews (and usually only review if a guest reviews me first -- Unless they're really truly terrible) and I've hesitated to tell guests that anything less than 5* was really damaging to me on the off chance that that gave them the idea to go ahead and damage me...

I think the abb review system is just a no win mess.

[Lyz---Will0]

We've been holiday-letting for 4 years and from very early on I realised guests viewed the 5* rating system akin to the hotel * system. So in the brochure I have in the apartment I include along with check-out details, some guidance on how to leave a review, should you be so inclined 😊 I've found lots of my guests (of all ages) don't even know how to review let alone any kind of parameters on what to consider.  I've phrased it very carefully, with a bit of humour (I think, lol!) and I do just say how much reviews do mean. That said, I also meet all guests personally so I indicate what that page us about when I take them through the, manual.

Abb are probably the same as the other site we're on (but through which we get about 98% of our bookings), and they actively suggest hosts remind guests after they've left to leave a review!  You can imagine why but it also makes me feel OK about doing it! I don't do it in a grovelling manner but we live in the 21st century where pretty much everything is online and so however uncomfortable it might makes us feel, educating people about the importance of a review is part and parcel of ecommerce right now, IMHO anyway 😁 For instance, I read a lot if free kindle books and authors ALWAYS ask readers to review (which I do!).

Most of our guests do now review but some still don't, probably just bc it's too much bother/they forget. I probably would myself, if I didn't know how much it meant, lol!

[Inna22]

@Lyz---Will0 Thank you for the great insight! Do you mind sharing the language you use?

[Branka-and-Silvia0]

@Inna22 

in theory, this is a good idea

In practice - you will get a guest who will be unhappy about something (probably will blame you for his own mistake) and he will write in his review that your super host status and excellent reviews are the results of your written "explanation" about how review system works.

It happened to us so we removed the explanation and we don't (and never did) ask for a review. In fact, I am surprised how many guests do leave a review but maybe that's because we meet them personally at check-in.

So no, I wouldn't recommend it

[Emiel1]

A review system which needs to be explained is obsolete anyway. Which is in fact the core of the discussion. I would never explain the system to my guests, beg for a review or for "5 stars" (none of my listings offer accomodation deserving 5 stars, even myself would not rate it 5 stars). To NOT be a Superhost is the new goal !

best regards,

Emiel

[Ute42]

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@Emiel1 

The only purpose of the airbnb reviewsystem is to put pressure on hosts to bend over backwards for their guests. I don't do that. I treat my guests just the way I'd like to be treated. If they're happy with their stay fine, if not, next guest pls.

[Emilia42]

@Emiel1 Good point! Not every listing should be or needs to be 5 stars. Airbnb should also strive for quality 4 star listings which provide a clean place to sleep at a great price.