Caution - this is just a *little* rant followed up by a question...
I have been a Superhost for a while now and I continually strive for the 5 star perfection, but sometimes I just have to scratch my head at what people consider "value." On our last two reviews we scored 5 stars on everything but value and the guests then gave us a 4 star overall. Why you ask? Well, both of our most recent guests commented that they wished I had an additional bathroom. I find this odd because, well, I advertize that I have two bathrooms and not three and I even take time on the listing to call out the locations in the house. With this information in mind, I find it odd that somebody would rent a house with two bathrooms and then score me as a four stars on value, with with a private comment that they wished I had three bathrooms. What makes the value comment most botheresome is that I am one of the only properties in my area offering up 5 real bedrooms and a large home loaded with custom furniture, comfortable beds, expensive linens, all ammeneties hotel including grooming supplies, loads of fluffy towels, a stocked kitchen, a refrigerator filled with soft drinks, beer and wine, and a private, half acre garden with a pool that is maintained weekly. I reached out to Airbnb, since the last two 4 star ratings have lowered my overall score into an area of concern, and I was informed that it's unfortunate I was given an overall four stars even though I scored 5 on everything else (accuracy, cleanliness, check-in, communicatin and location) and that, well, so-sad-so-sorry, perhaps you can try harder to provide value. Le sigh.
So here's my question to the community. Since the comments about adding an extra bathroom are "private" would anybody address this publically in the review response section? For example, "Thank you for taking the time to leave your review. We appreciate that we didn't meet your needs for having three bathrooms and that we will be sure to update our listing once we build a new one." Not quite like that of course 🙂 But still.
Thank you for your comments.