I´ve hosted all perfect 5 stars (about 12), until now, a super good review (go figure) gave me a 4*. Now i´m 4.9*
Will it ever be possible to go back to 5*?
Is 99.9% 5*- 0.1% 4 stars still count as 4*?
Will I be inperfect forever? haha...
How does this work?
Yeah, you just have to take it on the chin I am afraid. There does seem to be a lot of injustice in the review system, and the injustice is all weighted the hosts way.
I understand that with that review of yours Laura, the guest did find 'something' to complain about, but in this review they gave me excellent comments, absolutely no hint that anything could be improved on either in conversation or in messages or in any other way!
Still only managed to wangle a 4 out of them though.......
I think in @Bruna-and-Siana0s case, they have good grounds to have the review dealt with, particularly if the guest was a superhost because, a superhost would understand exactly what a rating like that would do. I feel sure CS would take action in that situation.
But, the problem with reviews like this is, Airbnb sees them as good reviews if you ever complained about it. If the star rating was an overall 2 or maybe a 3 they would conceed that the rating did not match the review and do something about it, maybe contact the guest for a clarification. But all they will say of a 4 when everything else is perfect....'that basically agrees with the guests comments, that was their perception, nothing wrong with that review'!
But that bloody 4 stays with me forever more, a blot on my stats when even the guest agreed I did everything right. I normally 'gush' a bit in my review responses but in this one I was quite cool.
I know it sounds silly but, I felt I deserved better!
Omgee Rob, I have the exact same thing today, great guests and my first overall 4 star....waaah
(; _ ;).
I also am frustrated after 5 years on airbnb. that many years of consistent 5 stars , then lately guests are just getting meaner. Nothing has changed in my property condition, quality or service but the people are just meaner. like the 1 star because she did not notice is is pet friendly and her husband is ultra allergic. The place was clean, but it says pet friendly all over. When I protested to ABNB that my listing clearly states pet and this guest walks in, sees a dog painting and some dog decorations, checks the listing , then leaves for a hotel on the highway. Never called me. I would have tried to place her in another owner's lake condo and just transferred the funds between us owners, but she did not give me a chance. I got another bad one, 2 stars because the kitchen is small. Duh... its a condo with 3 br on the lake, boat tie ups and large dining and living room facing thee water... for a bit more than one hotel room on the highway. I think they should allow one outlier every 10 or 10 reviews to drop out of the mix.
In the end, does it matter? I mean will future customers care that I have a 4.9 instead of a 5? Will somebody out there decide not to book my place because one random person gave me a 4 out of 5 stars? Doubful.
No, it doesn't matter, it is the written reviews that prospective guests are interested in.
If I can just make one comment. It is not wise to bring private feedback out into the public arena in a review response!
That guest gave you a beautiful review, said he would have given you more than 5 stars, all great, and in your review response you bring up what must have been a comment he made to you that he found it difficult to get hot water in the shower. As a reader we look at that and go ...What th!!
Laura, private feedback is where the guest feels you did a great job and wants to reward you but feels there is something he would like to mention to you but does not want to make an issue of it......just a private suggestion.
Leave private feedback private.
The only time I made mention of something in private feedback was when a guest marked me down because I didn't have a sign out the front of the property and I simply thanked him for his comments and mentioned why my local council will not allow that.
I like the fact that you leave a public review response, but don't bring problems out into the publics gaze!
@Rob0 yes that was a mistake on my part. Realized that I was responding publicly to a private note after I clicked post. But that not the one I was talking about. Scroll down to the lady who left me 4 stars.
Yeah Satia, if they would give you some indication that something could be improved on while they are there fine....but nothing, all great, but not great enough for a 5.
I think my honeymoon period is over, this week has been a bad one! Had one guest who was messy did a bit of damage, but I only had myself to blame there, he was a result of a 'Booker' account so never had any communication until he arrived. I would have vetted him out in the normal scheme of things.
But I have just started another thread on my latest. I just knew it was going to happen, it was just a matter of time. Anyone who thinks they are going avoid that 'fruit cake' in their hosting career is deluding themselves!
I just had a guest who left my a lovely public review leave me a low star rating for cleanliness because ants popped up from nowhere. They didn't tell me during the stay, even though they were in touch with me for other matters and only raised it when I asked them if they had seen an item from our house that the cleaner noticed was missing. How do you approach those guests who do that? I'm new to this and don't have many reviews. I have had 4 stars for location even though I make it pretty clear where we are located in the description (ie by the gully) and the map doesn't mislead at all where we are located.
Ned and Laura you have a point there ... perfect 5 is difficult to obtain but after 4.5 in my opinion as a guest is excellent .
All my reviews have been mainly 5's with the odd 4 for location. Positive feedback everytime and I actually have hosted a guest, who is also a host, twice. The poor review from my unhappy guest was an overall 2! I don't think I'll come back from that one. Thanks everyone for your imput. I will take it up with admin as I do feel it was a unfounded attack. I just have to come to terms with some people you can roll out the red carpet but you still wouldn't get the colour right!
Yes Diane, you should take a 2 up with CS....we can't go running off to CS every time we feel the sun was not at the right angle but, a 2 does have a substantial negative impact on a hosts career and if it were me, I would definitely query it.
Was it revenge for something the guest thought you did wrong?
Was it that the guest had no idea how the review system works?
There has to be a definite reason for a 2 and you need to get to the bottom of that.
The Sydney support number Diane is 02 8520 3333. Get on to them and, good luck.
Actually, I just read that review, I guess it is the one from Barbara and Leon and this is maybe one you will have to bite the bullet on. The problem was the guests perception and that perception is allowable in the review process.
Diane I host in the Adelaide hills with very similar temperatures to yours in Golbourn. Most nights at this time of year are around 2c and when guests are coming to you from Singapore, Vietnam, India they are not going to be used to conditions like we are.
I would get out straight away and purchase some electric blankets for the main beds and make sure that guests do have adequate heating.
A good nights sleep is a must, with it guests seem to tollerate other shortcommings but if they do not get a comfortable night there is no chance they will leave a good review. Just my thoughts Diana
Thanks Rob, I am fairly new to BNB myself. I had a absolutely wonderful guest who is a host herself that gave me tips to make sure everything ran smoothly. I welcomed her advice and followed up with everything that she offered which was in a private message to me. That wonderful guest has been a repeat customer and I have taken on board everything shared with me. It has been an asset being very new.
My unhappy guest, well I really don't know. My listing is clear as to what I supply. Going on Air BnB's recommendations, I provide over and above what is expected. My down fall was that I didn't provide electric blankets. I must also have been reponsible for the sudden change of weather to which I had no control. My unhappy guest could not operate the gas heating, however did not contact me for help even though it was offered and that we were just a phone call away. I had tried on several occasions to interact with my guest but received no reply.
So review time comes and on the very last day I am hammered publicly because she obviously felt that I did not cater for her needs. Her review was scathing and it hurt. I don't know what else I could have done for her, but given the oppotunity I would have definately assisted where possible. I have made my own public response with some of those comments put polietly however that will not help with my reviews. Thanks again for your advice.
Sorry about the delay in responding, I am kichen coordinator for local branch of Meals on Wheels and duties there call me away every now and then!
Hey, I am not critcising you Diane, we learn all these things as we go along. I was a full on 'greenhorn' when I started here two years ago, took me a year to host my first 14 guests, now I consistently host 8-10 per month. This Community Centre saved me from many disasters, I am sure! There are a lot of contributors who got me going on the right track, some have moved on, some are still here, and I am so greatfull to them.
At times we make comments that might seem patronising or a bit unkind but, they are offered to help make newer hosts succesful.
I understand fully how much that review must hurt you Diane and, there is no doubt, some guests are just plain unreasonable. I guess I am fortunate to have not come across one like that, I have never had anything less than a 4 star overall and I only ever got 1 category rating of 3, and that was for 'Value' of all things and when you see what I offer, that 3 says more about the guest than it says about me!
What I want to say Diane, this review will disappear in time, look at all your others......"This house is great value. Absolutely everything you need was provided and the check in process was easy. Definitely recommend staying here"....you can't buy reviews like that! Concentrate on the potentially great host that you are, every now and then one of these may come along, but look at it this way Diane...we are not fools and when we see a great lot of reviews like the rest that you have, and which you will build on, it makes this guest look a bit like that soldier in the Anzac Day march....he was the only one in step!
There is an old saying...'You can please some of the people some of the time, but you can't please everybody all the time'!
Take what ever hints you are offered, by that great guest of yours and from here and anywhere else and don't let one 'stinker' get you down!
We are all behind you.
No I did not feel at all like you were critizing and I have taken all that you have said on board with grace.
I did follow up with admin in regard to Barbara's review. I guess what I am trying to point out here is that nowhere on my listing did I show that there were electric blankets on the beds. It tells me that Barbara did not read my listing nor did she enquire, she just assumed that I would know exactly what her needs where. No phone call, no email no nothing. As far as the heating goes, a simple push button operation easier than the TV remote!
I did read all her host reviews and was comfortable that the property would meet her needs, it also showed that she communicated well, so what went wrong for me she must have been having a bad week and I coped the brunt of that.
Air BNB will not support a listing in anyway if a guest wants to complain about what you don't have or what you should be doing. No Host is exempt from a bad review.
Having said that I now have a new policy. I will take my listing off instant book. The last two instant books I have had (in the last month) have resulted in more drama than the booking is worth.
I man whom I believed was a professional here for work, booked for himself only. Again no communication and I wasn't feeling good about the reservation. I prepared a room, followed up with instructions for the lockbox. Next thing I get a message, hey, there is three of us here now how do we get into the other bedrooms?! His intention was to pay for himself and shout his mates to party in my home. I had the reservation cancelled because of his demands and his dishonesty. I actually felt unsafe and would not enter the house while he was in there. I have to write a review for this person which I am very reluctant to do.
The other thing that I will do is before accepting any further reservations, will thoughly check the reviews of my pending guest. Make sure I get the answers to my questions and not book people in just because AIR bnb thinks that I should. I will be taking more control of my listing.
I have also followed up with my up and coming reservations and asked them to revisit the listing and please ask any questions prior to their arrival. I have always done this however I will then send a message to confirm with them that "it seems that they are happy with the amenities" prior to coming.
As far as the electric blankets go, sorry to say not in my house! I walk in to find all lights are one, heaters going, outside lights on, I could just imagine my beds cooking and I don't need that stress.
I think you can't trust there will be no guest who will go crazy (or even mess up in the rewiew system), but at least they should give us a chance to gain back our hard worked status... 4.96* or 4.97* should definetly round up and show as a 5*, that way we as hosts will make an effort to go back...
Should we start checking not only is it a good guest, but also how does he rate their hosts before we aprove someone?? (maybe we should!)