Ratings vs comments

[Suz-And-Ted0]

We have had two reviews on our lisiting and both written comments mention the location as being outstanding. My issues is that this isn't reflected in the ratings, with one of the ratings being 5 stars and the other 1 star. The 1* appears to be an error but affects our overall rating heavily.

To put this into some context most people book with us specifically because of our location. Our other listing which is 100 metres away and has been going longer has 45 5* reviews and 4 4* reviews for location so we are very comfortable that our location is excellent. We on on 9 acres, and look toward the sea, farmland, a city in the distance, and a volcano. We are five minutes drive from the local shops and next to three wineries. People mainly book here to attend a wedding nearby and they love our location. But my main point is that the comments, that specifically mention the great location, are reflected in the rating.

What do I do?

[Nancy67]

I don't think there is anything you can do. I have had this conversation with Airbnb Corporate. I am purely flummoxed as to why 'Location" is even a point of rating for a host.

"Location" is subjective to the purpose of the traveler. It has no place in the rating system. Ex: If Mary is coming here to go to the amusement park that is 5 blocks from my host location, I am probably going to get 5 stars for Location-- However, if she is visiting her sister in-hospital, 45 minuted away, my location rating will most likely be less than 5-stars  when she goes to rate the visit, because she didnt do HER homework.

Reviews are typically based on issues to discuss whether or not the reviewee is on-point. It serves to discover where things are going right, and where guests and hosts can improve. Allowing a guest to review my "Location" when I cannot make any improvements, makes the point of review, irrelavant. Its a one-sided opinion-- with virtually no recourse or action to "improve" the point of review, by a host. Believe me, If I could pick up my house and move it 5 miles closer to the downtown area of my city, I am certain, most of my guests would not have been my guests-- as I would be able to charge 2-3 times the price per nights stay. My guests tend to be "budget conscience" and must stay further out of town, in order to be able to afford to come here to vacation or whatever. It blows my mind when people sneak in lower star rating because I "wasn't close enough" to the historic district or the beach-- Really? I charged you $68 US per night-- Downtown Historic would have run you $180 to 650 US, and the beach $300 US a night. Bloody hell, I cant win.

Again, allowing a guest to rate my location with virtually no response action from me, relieves the guest of  responsibility of researching other hosts and accomidations, closer to the area of town they require, or to suit the agenda of the visit. 

Being reviewed on a point I cannot  make any improvement upon is grossly unfair, and puts hosts in an un-due position of potentially being passed over by furture guests, based purely on whether other guests chose wisely when choosing a host and location, and then being honest about it.

[Andrée2]

Yes, like @Nancy67 suggested. The quick answer is you are right. They messed up the review process accidentally and there is nothing to be done about it. It won't likely happen again.

In any case, sounds like a very nice spot. 

[Ralf5]

Hi @Suz-And-Ted0,

first I would messge the guest to find out the reason for the 1-star rating, and if he really confirmed, that he erroneoulsy typed in one star but wanted to x stars, than he should contact the airbnb support to get this changed, eventuelly they might correct this, but not sure.

For you there is nothing, what you can do. Over the past years I have received more than 100 reviews, all very good in the wording, but for some reason, a lot of guests only give 4 stars because they think 4 is good and they generally never give 5 stars, but they want to come back, because everything was so wonderful... So what can you say about personal opinions...! In two particular cases I for some reason got only a 3 star and a 2 star rating, and was suffering a long time, but after a while the 5 stars ratings are slowly improving the average.

I owe a 500 years old farmhouse, which of course is not the same than a new built apartment with nic balcony or roof terrrace. And due to I am out in the country side, of course my prices are much cheaper than in the center of the historical Salzburg City and so on. So I totally agree with @Nancy67, that the point location should be out of scope. For all the other points, if you for some reason can't improve them, you should try to describe them as good as possible in your listing to avoid misunderstandings.