After 4.5 years and hundreds of guests in our home, I find the review system is broken. Or never really did work. This is after getting two 4 star reviews in a short time.
Maybe that sounds petty but they unfairly pull down the average. They were two short term guests, one of whom said he did not read a single word of the listing before or after booking, and even after I cautioned him to by email. First time on Airbnb, he thought he was renting a party house. My wife and I did our best to accommodate and they had great parties past 3:00 AM. We could have lived with it...life throws you curveballs sometimes, but in his review, he left a four star overall rating. I emailed, asking if it was a mistake and even got Airbnb to talk to him. He was happy with his choice. Did I mention, my 73 year old wife dove in the ocean and saved an expensive Go Pro camera his 30-something friend had lost?
The transaction isn't done until the review is done. Would you like to host this guy? There is nothing in the review I left that would warn you. We need a system, outside of Airbnb, to list those people who will accept your hospitality and happily damage your livelihood with unfair reviews. Yes, this might be subject to abuse by poor hosts, but every host I meet is making a great effort. It's very competitive. Guests are not held to anything like the same standard. Perhaps this would push Airbnb to fix the system. For starters, they could educate guests, some of whom think 5 stars is like a 10 in the olympics. (I had a guest take off a star once because she was too heavy and weak to pull herself up out of the pool. Her own words...!).
If something like this already exists, please let me know...maybe it's on FB, which I quit years ago. We go all out for our guests and even something this small takes the joy out of it.
@Jonathan477 The list of our faults as hosts is endless. My recent 4 stars were for giving the guest’s daughter lice. Not only lice doesn’t live outside a human body for more than few hours, but also that particular listing had brand new beds and bedding and they were the first guests to sleep on it. I take away: we should always review our guests based on their true conduct
El sistema de evaluaciones siempre ha sido injusto y seguirá siéndolo ya que airbnb no tiene ninguna intención de cambiarlo. Hace un tiempo, en la ultima revisión de evaluaciones se dijo que eso iba a suceder, que cuando un host recibiese una muy mala evaluación se compararía con las anteriores para así poder comprobar si era realmente injusta, pero en la practica no es real.
Mi experiencia; Recibo una reserva de tres dias, en ese momento el huesped se pone en contacto conmigo via telefonica pidiendome poder alquilar una semana completa saltandose las normas de airbnb, le respondo que no es posible, me pide por favor que por lo menos le deje quedarse una noche mas, sin coste alguno ya que tiene que coger un avion a las 5 de la madrugada, siempre me guardo un dia despues de cada reserva para poder preparar la casa para el siguiente huesped con tranquilidad, asi que no me resulta un problema y estoy dispuesta a hacerle el favor. Dos dias antes de su llegada, le mando un mensaje preguntando su hora de entrada en la casa pero no me responde, asi que el dia antes por la noche decido llamarle y quedamos a las 4.00 de la tarde del dia siguiente. Mi casa esta en el campo, por lo tanto no tiene una direccion concreta o facil de encontrar, asi que suelo quedar con los huespedes en un parking cercano, asi que alli estoy yo a las 4.00 en punto, pero no llega nadie, a las 4.30 recibo una llamada diciendome que no han podido llegar, (yo ya me habia dado cuenta de eso ;) ), pero que tampoco sabian a que hora lo iban a hacer, ¿?¿?¿?...Yo, un poco molesta, les digo que bien, que yo me subire a la casa y que cuando esten en el punto de encuentro me avisen, eso sucede 1.30 minutos mas tarde. En mi anuncio tengo puesto que si el huesped quiere aparcar al lado de la casa necesita un coche pequeño, pues el señor aparece con el mas grande del mercado, bueno, pienso que va a querer subir sus cosas conmigo y dejar ese auto en el parking (dista 3m caminando desde la casa), pero no, el señor quiere subir con su gran coche hasta la casa, le digo que el camino es complicado, pero el insiste, quiere subir, quiere subir y al final sube, con problemas pero lo hace, porque el es un valiente y la cosa de las normas no va con el. Bueno, todo esta bien ya llegaron, la casa les gusto y pasaron la 1ª noche sin problema (la reserva era de tres noches, aunque se quedarían cuatro), el segundo dia por la tarde me mandan un wasap preguntando donde se enciende la luz de la terraza y como comentario adicional me dicen que han visto algunas hormigas, (están en el campo), les digo que las maten con un insecticida que hay en la casa y que procuren no dejar migas en el suelo ni comida ya que al ser un año muy seco, esta habiendo muchas en esta temporada, pero bueno todo cordial y bien, hasta que a las 12.30 de la noche me llaman diciendo que han llegado a la casa que la terraza esta llena de hormigas y que les de una solución, les digo que vivo lejos y que lo único que yo puedo hacer a esa hora es tirar insecticida, y que eso lo pueden hacer ellos, que yo al día siguiente a las 8 de la mañana estaré allí con un fumigador. No duermo en toda la noche pensando en que lo están pasando mal, pero a las ocho me presento allí, veo todas las puertas y ventanas abiertas pero no escucho a nadie, pienso que están durmiendo y me dedico a fumigar por fuera, (aunque no veo ninguna hormiga), pasa una hora y nadie da señales de vida, así que decido mandar un wasap, preguntando si están despiertos y me contestan que no están en la casa que se han marchado, dejando todo abierto, no se puede estar de hormigas. Yo entro en la casa y no veo ninguna hormiga, por ningún lado, (hago un vídeo), se lo digo a ellos y me contestan que es que las hormigas salen a partir del mediodía ¿?¿?, pero es que yo el día anterior había estado todo el día en la casa y no vi ninguna. Ellos tienen vídeos , por lo visto, de la cantidad de hormigas, cucarachas y gusanos que hay en mi casa (algunos estoy convencida de que son falsos pues hormigas no digo yo que no pueda haber, pero toda esa clase de fauna que ellos vieron no es posible), pero esa es la prueba que presentan a airbnb para que se les devuelva el importe de las tres noches. Eso a mi no me importa mucho, aunque me sabe mal y me duele que alguien haya tenido una mala experiencia en mi casa, son sentimientos encontrados, por un lado se a ciencia cierta que es una exageración, pero por otra me siento mal. Pero claro, ahora viene la evaluación que me va a estropear todo el trabajo de un año. Airbnb ya les dio la razón a ellos, sus vídeos falsos valen, los míos verdaderos no. Según ellos la evaluación no importa, yo puedo responder y evaluarlos mal también, si, pero ellos con borrar su perfil y hacerse otro lo tienen solucionado, a mi me estropean el trabajo de 5 años, el sistema de estrellas es injusto, pero a airbnb no le importa, o si le importa no hace nada . Tengo muchas reservas, suelo tener la casa ocupada durante todo el año, estoy pensando en dejar de trabajar con ellos, porque este tipo de situaciones, nunca me había pasado, me decepcionan y me quitan las ganas de seguir esforzándome. Airbnb va bien mientras todo va bien, cuando tienes un problema solo ganan ellos, esta claro, una pena.
The common factor amongst many bad guests is that they don't actually read the description of your listing. Then, when something is not right for them, despite you already mentioning it, it becomes your, the hosts problem because they didn't read !
Its a good job that you went to fumigate the (non-existent) ants otherwise you would never have known the guests had left and they had left your house unlocked with all the doors open.
And also how do we, behind the reply we can do on a review by a guest, report guests who use our home for weird activities. I strongly suspect a guest (a young lady from Russia) to have used our home for illegal activities. She also let a very bad review after harassing us for 2 weeks to get refund for any reasons including the insecurity of the area (Saint-Tropez, one of the most famous and policed village in Europe)...
Since she did not get that, she blamed everything, including the fact that we showed late to the welcome meeting, to which she did not show up and rather sent another Russian lady and a weird French guy...
There should be a way to report that kind of behavior!!! Because, getting a 1 star for a newly renovated, fully equipped, near the beach flat, makes no sense at all...
I think there should be a block or ban that hosts can put on guests.
I too have the gutless wonders who rave about the stay, talk to your face, then go away and leave a 3 or 4 star rating.
I had one person mark me down because SHE didn’t like the couch. WTF?
She claimed there were dirty pots and cutlery.
I am very thorough with cleaning , vacuuming and only had a glance in the cupboards and drawers, which looked fine to me. But still, to mark down to 3 stars, I don’t want her back at my place EVER.
Another wrote “bathroom was not clean”. I wrote asking which part was “unclean”, because I do the same clean for each and every guest. If there was something “dirty” it’s still dirty and I’d like to know exactly what it was.
No response. I’d like my star back, thanks.
We’ve had exactly 3 (4 )star overall ratings. One because our washing machine and dryer are in our basement and not in the third floor apartment. One because it took 5 extra minutes to get to place they wanted to go and felt it was not as good a value because of that and most recently because we had to ask them not to let their toddlers run until 145am over our heads the second and third nights as we got a whopping 2.5 hours of sleep. Had to keep brats quiet equals 4 stars. We no longer will host children now and are rethinking our rental strategy as in no more short term rental. After one year we figured out we came out ever so slow slightly ahead versus full time tenant and we had to do all the cleaning. UGH!
@Thomas1033 If you're making little more with your Airbnb than you would with a full-time tenant, not to mention nit-picky reviews and inconsiderate guests, I'd sure be going with the long term lease responsible tenant. Most of us signed up to host anticipating that it would be a pleasurable experience in addition to making some extra cash. It's not worth having stress in your life if you can avoid it, for a few extra lousy bucks.
If I got guests like that, for little profit, I'd quit the STR business. I've been lucky and get great guests. But I only started this because I had a guest room that sat empty most of the year and figured I might as well make some money on it and might meet some cool people, which I have (don't want a full-time roommate in my private guest room). If it became a hassle for me, I'd go back to letting it sit empty whenever friends or family weren't visiting.
I'm with you 100%
We started hosting last month and never thought the rating system would be so flawed
Twice guests thought that 4/5 stars were a fantastic rating, so did I before airbnb...
The last guest actually texted me privately saying that they were super happy and that left me a good review...4 stars
Guess what, a guy completely new to airbn who thought his review was good, definitely not damaging
Anyways the point is that a lot of people think that 4 stars is actually good, and to be honest I thought the same when I was only a guest.
With this rating system I literally have paranoia when we have guests, it seems that a little nothing or one unread description suffice to damage the listing
As a host what can I do to get 5 stars? Do you literally bribe people?!
It's a private ensuite room in the smack centre of london, new place, flexible check in/out, clean, with snacks/coffee...literally going out of my way to make guests feel at home and welcomed...what else?!?
I feel airbnb should be clear with travellers that 4 stars is actually bad for the host
Or maybe Airbnb should make use of the other stars so the rating is more credible?
@Sarah977 I am finding the rating system very frustrating. Our guests have all complimented our place, I've had beautiful conversations with most of them, and many of them have boasted in text and person how much they love our place and our hospitality. Two of these groups had gave us 4* reviews and the comments were only positive. If Airbnb tells guests that 4* is good, then why don't they treat hosts who get 4* with gratitude and praise instead of threatening our status and listing? Like @Chiara607 I have anxiety every time someone checks out now because they could have the most amazing time in the world and they might leave less than 5* or not rate at all because they are busy traveling (this has happened several times...people just don't "have time" to rate in the 2-week window that airbnb gives them sometimes).
Iʻm in agreement with all of you who recognize that 4 stars is "damaging" because it drags down the potential 5 star average. I work so hard to get my 5 star reviews, but like all above, there are guests who complain about the strangest things. The part that infuriates me the most is the potential "disconnect" between the individual categories, and the overall category. Classic example: today I got a three star overall review - but the guest gave me 5 stars in 5 out of 6 categories, and 4 stars in the 6th category. How does that become a 3 star review? And I have several reviews where the guests gave me 5 stars in all 6 individual categories, and then gave me 4 stars overall. Hello?? I have complained to AirBnB endlessly about this issue. If *AirBnB* gave me the overall average of the individual categories, ALL my reviews would be 5 stars. Iʻm extremely frustrated by this clear inequity, but nobody at AirBnB seems to care :((((
I think the problem could largely be solved by Airbnb with education.
There are five stars, just as (in the US) there are five letter grades for academic performance. A through F. A is excellent but its not PERFECT. One can get 10% of the answers wrong on a test and still get an A. So the argument, 'I gave it 4 stars because there is always room for improvement' is invalid. These are not hotel ratings or Olympic scores.
Five stars is an A and anyone working really hard and representing their place accurately, deserves, in my mind, an A. But I think some guests don't want to be thought of as chumps...they want to appear thoughtful, independent and critical, like they work for Zagat's or something.
I believe Airbnb hurts us, too, by asking for the overall score to reflect their 'overall experience'...something like that. I, too, have had five stars in every category and 4 for the overall. How is this fair? it might factor in the weather, having a fight with your girlfriend or my lady who was too fat to get out of the pool. I'm sorry it made you feel bad about yourself but IT'S NOT OUR FAULT.
Airbnb, I hope monitor this stuff. How about a couple of sentences explaining reviews in the real world and the consequences of them? And drop the 'overall review' number...it's totally subjective. Just use a composite of the other scores. These are measurable and can be confirmed and contested.
My last four star, she complained (after the fact) that we didn't tell her in advance where to park. I guess meeting her on arrival and pointing to the parking space wasn't enough, even if it was ok with the 240+