Overall review score out of line with the six underlying ratings

Pauline287
Level 1
Edinburgh, United Kingdom

Overall review score out of line with the six underlying ratings

I have a couple of reviews where the guest has given me 5 stars on all of the six underlying factors i.e. accuracy, cleanliness, checkin, communication, location and value but then they have given me 4 stars overall. This seems very strange and I wondered if perhaps it was a mistake? I'm especially disappointed as their comments are excellent and I may lose my Superhost status as a result. I hope you can help me. Thanks Pauline

22 Replies 22
Mike-And-Helen0
Level 10
England, United Kingdom

@Pauline287 @Jakša1 @Lily179 @Steven65 @Laurel47 following advice from some users of this forum I have added a reply to reviews where guests have done this.

I've been told its petty, and maybe that's true...

aviary-image-1572770805848.jpeg

 

This has happened to us a couple  of times, most recently last week!  Would you be able to share the wording you use in your manual?  It would be really helpful to see what you say :).  Thanks! P


As Airbnb hosts we do all we can to ensure that our property meets what is promised in our listing.

A 5 star host is one who consistently gives their guests what they promise.

airbnb deem hosts who average under 4.8/5 to be underperforming.

Please do let us know if you are disappointed or dissatisfied with the Annexe or any aspect of your stay while you are still here so we have a chance to address the issue and ensure that your stay is all you hoped it would be.

 

@Mike1902 wording adapted from that used by other hosts.

In the light of the comments below, maybe I need to change it though.

Laura2592
Level 10
Frederick, MD

@Pauline287 I just stayed as a guest but am  also  a host. I answered these questions to rate my hosts just a few days ago.

 

Guests don't realize they are giving you four stars overall because the first question Airbnb asks is not a starred question yet it's responsible for your overall score. If goes something like "was your stay much better than expected/  better than expected/ about what I expected/less than/much less than with a bubble next to each choice. So a guest could say you were "better" hi e you give stars in other areas and not realize you got a four star overall.

 

I never used bnb as an guest, and from what you wrote, that grading system is not good because people do you wrong without knowing it. Bnb creates bad vibe with that kind of grading, it should simply be changed. My guests left beautiful comments and feedback ratings, but overall was 4 stars and its obviously because of things you pointed here.

Bradley20
Level 2
Bangkok, Thailand

I've had s similar experience with a disconnect but the opposite way round. My guest gave me a glowing 5* review and his published written comments explicitly and positively referenced 4 of the 6 parameters (e.g.  "all as advertised', 'cleanliness was 100%').

 

However, he gave me 1* for all 6 parameters. I contacted him to understand his reason for this and he said it was a complete accident. He was very upset as he'd intended to give 5*. He's elderly and he blamed his age for making the error.

 

My guest contacted Airbnb to correct this but was told his only option was to withdrawer the whole review. 

 

Some of the inaccurate information I was given by Airbnb support includes:

 

-the guest has 48 hours to change the review (this is wrong, he cannot change his review as I submitted my host review before him)

-the 6 scores were private and would not impact my listing

 

Despite numerous calls and messages with Airbnb support, I've not been able to get any resolution.

 

Does anyone here have any success stories in resolving a similar issue?

 

I only have 7 reviews; my overall score is now 4.86 and the 1* scores have dragged my 6 sub-scores to 4.3/4.4 . My guest is prepared to get his review deleted if necessary.... how much of a negative impact will those 4.3-4.4 sub-scores have? My property is an a saturated market with lots of competition...

 

Any advice welcome!

@Bradley20  Ask to have his review removed by Airbnb. 1 star will need 19 five stars to bring the average back to 4.8. Each category rating shown to guests as well. 

Thanks for the advice! I'll do that.