So why is 4 Stars 'Good' for Guests - but 'Bad' for Airbnb Hosts?

Rachael26
Level 10
Murphy, NC

So why is 4 Stars 'Good' for Guests - but 'Bad' for Airbnb Hosts?

Normally I am looking at things from a host angle - but I saw something recently that really made me think. I was an Airbnb guest last week and  I saw all the correspondence that Airbnb send to guests, before, during and after the booking.

It was very interesting and useful, especially the request to review (which I share with you below).

 

As Hosts we are all working towards satisfied guests and lots of bookings. And using Airbnb means we also have to be concerned with the Review System - and the dreaded pressure to achieve 5 Stars. Not only because some of us may want to achieve SuperHost (the jury is still out for me as to whether there are any significant benefits to being a SuperHost - the increased expectations from guests v. a dedicated phone line and a $100 travel credit - hmmmmm, still not sure!) but also the pressure to keep above a 4.5 average, because when you dip below that number Airbnb start to send warnings of suspension and all sorts of negative things. As if the pressure of hosting wasn't enough!

 

So my question is this - is it fair for Airbnb to have such a high average standard (above 4.5) which basically makes anything lower than an overall 5 Star 'Bad'....... but the email they send to guests after a stay doesn't point this out. It actually reads like this (see below) and I believe this is sending one message to the guest - while sending another message to the Host.

 

'How was your stay at Fred's place?

Terrible
Bad
Okay
Good
Great

Share your experience while it’s still fresh. Your review will help Fred improve and tells future guests what to expect.'

 
SO IF FOUR STARS ARE CONSIDERED GOOD - and Airbnb sends this explanation out to the guest with the review request - then why such an unsupportive reaction from Airbnb when Hosts get a 4 star review?
Wouldn't most people booking a place to stay to save money and somewhere cheaper than a hotel - wouldn't they be happy with a 'Good' place? And delighted, but not expected, if a place turned out to be 'Great'? So why is it so bad from Airbnb's point of view to get a mix of 4 star and 5 star reviews?
 
I also agree with the suggestion that Airbnb should wait to send the warning emails until a host receives an overall 4 star review three times in a row. That would be more indicative of below par performance than the occasional 4 star overall that some guests just seem determined to give to be difficult or whatever reason they have in their heads.
 
This email message from Airbnb to the guests (showing 4 stars to mean 'Good' and 5 stars 'Great') is not helpful if Airbnb continue to use a different measuring stick for Hosts (meaning 4 stars is not 'Good' but that you are failing as a Host).
160 Replies 160
J-Renato0
Level 10
Rio de Janeiro, Brazil

I should have said - FED up

J-Renato0
Level 10
Rio de Janeiro, Brazil

@Rachael26

Sorry, I should have said I should have said - FED up

So i just received a 4 star- after i served tea, chocolates, drew an essential oil and salt bath and dropped her at the ferry too. I'm wondering if one should educate guests that a 4 star is not like michelin and actully impacts the host negatively?

@Emily198

I was just wondering how you were getting on with your guests after that disappointing review last month - you have 5 stars overall and a gorgeous listing - so I am sure you are doing well. I have a few new tips on how to get the best reviews possible, and was thinking about posting another list to help out hosts and gather some more ideas.

Thanks for contributing to this post,

Best Wishes.

@Rachael26 , would love to hear your new tips, bring 'em! 

So i just received a 4 star- after i served tea, chocolates, drew an essential oil and salt bath and dropped her at the ferry too. I'm wondering if one should educate guests that a 4 star is not like michelin and actully impacts the host negatively?

The answer from AIRBNB will, no doubt, be that you should ask your guest for 5 stars.  

 

This is totally unreasonable.  We are hosts, not ratings advisors.  It's AIRBNB's rating system, they should clearly explain it to the guests, AND they should clearly let all of us, hosts & guests, know what should be expected.   You clearly went the extra mile as many of us do, but the guests don't know what that means.  As an example, I can't change the location of my house, but if the guest wants a clean, comfortable, historic house in my town, then it's a good location, however, it is not a resort.  I don't charge resort prices either. 

Kary0
Level 4
Seattle, WA

It would be helpful if airbnb gave an introduction on the value of their rating to the guests.  They need to emphasize that they are rating the house itself and not comparing it to a 5 star hotel.  such as does the house match the description in the airbnb listing.Also define the importance of a 5 star rating if the host provided all they said they would provide.  Each house has its quirks and that is why the airbnb experience is unique.  so maybe we need to emphasize this to the guest in a message before the guest gives the rating. anyone have a great message they send guests before they check out and get to the rating process?

kary

 

i really didn't know this kind of rating until I discovered this forum.i didn't know that a 4 stars is poor for hosts!good to know now.

Susie0
Level 10
Oakland, CA

Agreed! Thanks for pointing out the guest email.

Kary0
Level 4
Seattle, WA

My bad review was removed because my guest who damaged the chair in my house complained about my review. Airbnb ended up removing both reviews which in the end did help me.  Since I have been getting 5 stars and try at all cost to keep the peace and always be proactive on any issues. Honesty I find is he best policy. 

Mary167
Level 10
Los Angeles, CA

I have started being more pro-active with my guests.  Now when they check in and I've shown them around I tell them to text or phone me if there's anything more I can do to enhance their comfort. That my goal is to make them so happy here that they will feel I deserve a five star review. I tell them that Airbnb considers 4 stars a fail, and that I am trying to maintain my super host status. Then I send a text the next day to say I hope they slept well and have everything they need. And if they're here for several days I send another text a couple of days later reminding them I'm here if they need anything. In most cases I hug them individually when they're leaving, thank them for choosing to stay here, tell them how much I enjoyed hosting them and that I'll be posting a good review. Shameless I know, but until Airbnb changes its star rating system we have to look out for ourselves.

Also, if I sense a particular guest is going to be difficult I don't push them to post a review. I had one group of three who arrived late at night with a fourth person they said wasn't staying. I know he stayed and that another bed was used, but the girl got hostile when she realized I knew. I let it go, but in her review she said that I "didn't communicate well" and that there were "hairs in the bed." I am fastidious about cleanliness, and all linens are freshly laundered for every guest. I've told my housekeeper to be extra careful that she doesn't lose a hair while she's reaching to change the sheets in future.

@Mary167

We sound like we are both cut from the same cloth!

I think the welcome (and hug) and the initial walk around the property is so important - and it lets the guest see how proud you are of the property and how much you care - and care about the guest getting the best stay possible. I send the 1st morning message also - and try throughout the stay to keep things light but welcoming without bothering them too much.

I am going to write another new post this week (this one is so long now and old) about some of my tips for getting 5 star reviews (I have just had my 30th guest since Feb, with 100% reviews and all 5 stars so something must be working!) - so I hope you see that and add your comments (I do enjoy reading your responses and the experiences you share!).

 

Best Wishes.

Thanks, Rachael, and congratulations on all those five star reviews.  I look forward to hearing your ideas.  

 

Jim183
Level 2
Colorado Springs, CO

RACHEL,

Thank you for all of your wonderful tips.   We have had our place listed for 3 days and are wondering what we need to do to go the next step.  How do we get guest reviews when we haven't had any bookings?  We have had several family members, friends and friend's friends stay in our home, in which they have reported that they would love to write reviews, but that was before our Airbnb listing.  Should we just be patient and know that there could be a booking soon?

 

Thank you again for all you have taught us.

Helen