Overall review score out of line with the six underlying ratings

[Pauline287]

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

[Katrina112]

Hi Pauline

I cannot understand why this would happen, especially when your guest are truly happy.

If it were me I would call the help center to find the answer.

Katrina

[Alexandra316]

@Pauline287 @Katrina112 it's up to the guest how they rate you: overall stars are not an amalgam of all of the other categories. Asking customer service isn't going to help, unfortunately. 

[Omar31]

That in itself is illogical! Surely, if guest has not indicated any reservations, they should be required to give a reason for that score that is completely out of line with all the other scores!

[Vanessa-and-Kurt0]

@Omar31 5 is Great, 4 is Good. Guests should not have to explain good as in the real world, Good is a perfectly acceptable score. We have stayed at 29 Airbnb's thus far and have rated 5 stays less than 5* overall-I have to say, ALL of them have been because of the host (as opposed to the condition of the place).

[Omar31]

I suggested that, if the guest hasn’t indicated any criticism and all other scores are 5*, the system should ask the reviewer to give a reason for the score in order to help the host improve their performance!

[Steven65]

Hi Pauline. There are many complaints and discussions on this issue on this forum. There is no link between the overall rating and underlying rating. An overall rating of 4 stars - exceeds expections (3 meets expectations and 5 greatly exceeds expectations). Which unfortunately penalises accurate listings, risks your  superhost status and could potentially lead to delisting. Crazy, right? I listened to the Corporate Airbnb Q&A session yesterday - there was a hint that the ratings will be revised.

[Ned-And-Laura0]

This happens to all of us. Don't give it too much thought. There are lots of reasons why someone would give you 4 stars over all and 5 on the rest of the categories. There are many things that are not covered in the subcategories. I have made it a habit that whenever a guest gives me all 5 stars but 4 overall I send them a nice email letting them know that I'm always looking for ways to improve and if they have any feedback it would be greatly appreciated.  I have gotten some great information. Sometimes they put down reasons I can't control like parking or location and sometimes they put down reasons I can like the bed wasn't comfortable. Sometimes it's a silly reason like they didn't like the towels or I didn't have a night light in the bathroom. Sometimes they just didn't enjoy their trip in a general way.  But really in the end we all get the occasional four-star for a while, it's not a mistake it's just the way it is. Don't stress about it. 

[Steven65]

But 4 stars overall, on the new rating system is described as "exceeds expectations".  This is how the guest is asked to rate it, and does not contradict 5 stars in the underlying categories. The Aribnb ratings is simply broken and needs fixing.

[Ned-And-Laura0]

I agree that Airbnb does not educate the guests in a way we would like on how to review us. But that's not going to change anytime soon. But I have said many many times how I think as hosts we put way too much time into worrying about the ratings. Potential guests just don't care as much as we do and as long as you are consistently getting bookings what difference does it make really? I have a dozen or so four star ratings with five stars and all the subcategories and it hasn't changed my bookings and if you look at my overall rating it still shows 5 stars.  Just focus on providing the ideal environment for your guess and the ratings will take care of themselves

[Steven65]

Hi Ned and Laura. I agree with you in part. Dont fuss the ratings and provide the best service you can! I have no problem wth the ratings and reviews -  there will always be some level of subjectivity - but on average good hosts and listings will be recognised.

It is a problem, however, for some hosts because a 4.7 to 4.8 overall rating risks loss of superhost status (loss of business) or even delisting. Which is crazy when Airbnb is asking guests to score 4 stars overall as exceeds expectations and 3 meets expectations. It is penalising accurate listings. So the problem is not the ratings themselves, it is how Airbnb use them.

[Laurel47]

I recently had this same issue. Rated me 5* in every category and 4 * overall and his comment was, “ not as Quaint as described “ I’ve never used that word in my listing and wouldn’t, bc it is not. Frustrating as all hell. 

[Lily179]

me too! Just happened like an hour ago! hmmmp! And I have been accomandated to this particular guest ALL last minute request (last minute as in few hours before they check in) and obviously she NEVER read anything before she book my house. Giving me 5 in all category but overall 4 and caused my overall rating become 4.9 instead.  Just sad.....

[Jakša1]

Had this situation two times in a row now.... Doesnt make sense, esspecially a fact that after my score decresed by 0.3 because of 4 stars , to get it up by 0.1 percent I need about 30 reviews with 5 stars lol... With this grading you cant get better, but things can easily get worse and Air bnb needs to fix this because its obviously affecting more and more hosts... They should round up grade on one decimal, not two, that would help a little and then we could fix a score more better.

[Laura2592]

@Jakša1 we had it too. It's because of the way the first question is asked....see my post on page 2. 

I think as a host you have to be a guest every now and again at the very least to understand what your guests are being asked!