Just recently I got an 'Overall rating' of 3 stars (my first ever). Given that the guests had nothing but praise for the venue, I'm a bit put out - but that's not the issue. The guests gave the following ratings for the individual areas (in addition to positive public comments and zero private feedback):
2 stars - value
5 stars - accuracy
5 stars - check-in
5 stars - cleanliness
5 stars - communication
5 stars - location
Based on this, I think 3 stars overall is somewhat mean. Here're my questions:
1) Do guests get to select the 'overall rating' in addition to the individual areas? (Or, is the 'overall rating' calculated directly from the individual scores and not under the control of the reviewer?)
I have 74 reviews in total: this single 3-star review, four 4-star reviews and the remaining 69 are 5-star reviews. Two of the 4-star reviews and this recent 3-star review fall within a month of one another (approximately). My 'headline' overall rating has dropped from 5-stars to 4.9. I'm not unduly worried - however it got me thinking...
2) How does Airbnb calculate the headline 'overall rating'? Does it come just from the 'overall ratings' of indiviual bookings, or do they go deeper than that?
It's a bit curious, isn't it? Would it be possible to cause havoc by leaving a 1-star review overall, but with a string of 5-stars for the individual areas? See my point?
With regards to this particular case, should I bother doing anything, or just roll with the punches and carry on with life?
Thanks for you thoughts, as ever, Chris
Chris, UK