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

[Rachael26]

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).

[Andreas-and-Anna0]

I’m agreeing with you about the Superhost status. Too much pressure for nothing. I’m not interested in reaching that imaginary title which causes undue stress, If they perhaps gave a monetary bonus or cut their service fee, then I would find it perhaps worthwhile.

[Sandra856]

@Andreas-and-Anna0 actually there is a bonus. I just got a 100 dollar travel voucher from airbnb.

I have now been a superhost 4 years in a row and have received 3 of those vouchers. 

[Mahrita0]

Lucky you miss perfect I've been for 6 year and have had sweet fa and introduced new host must plenty time your hands as I've have none worked to the bone 

[Raj--Phone-Number-Hidden0]

I agree that the ratings system is unfair and annoying.  The written reviews should be enough for guests to get an idea of the space. If guests are given an impression that4is good , then Airbnb has no business sending warnings when avreage goes below 4.5.  I have had lots of guests write great reviews and have given 5 for all sections and have said the overall experience as good . Airbnb needs to give up it's double standards. 

[Brian2036]

@Rachael26 @Jennifer2975 

The ratings description should read:

5: Adequate 

4: Substandard. Would not return 

3: SUCKS. Would rather sleep in the subway station.

2: SUCKS BAD. Jail is nicer.

1: Listing does not exist or perhaps I am insane. 

[Laura1803]

HI. Here in Canada, a 5 star review has to be "Fantastic" so guests are pleased to give us 4 stars, which is "Great" but it's a cultural thing to not be "Fantastic" about anything. I find the 4 stars and the harshness from AirBnb very discouraging and have almost quit 4 times this  month due to guests who write "wonderful, will stay again, thanks so much, etc" and then give me 4 stars. I'd really like to see the Canadian star descriptions match the rest of the world, with 5 stars as Great (not FANTASTIC!).

Thanks

[Chad170]

I lost my superhost status because of people giving me 4-star cleanlieness reviews. I've literally tried everything to change this including going in after the cleaning crews to ensure everything is 100% spotless. At one point after doing this, my cleanliness rating was going up but a couple of problematic guests left me 4-star reviews.... *PROBLEMATIC guests* leaving me 4-stars. In the end, I wouldn't have had them back but the expectation of a house-share along with requiring 5-star reviews "or else" is going to be an issue for the platform, IMO.

These guests left me in a position that even though I busted my butt to ensure the place was "clean" (it's always clean, even without my hours and hours of extra effort) and going over the top has left the perception of me to be not a "super host". 

What an unfair system when you really break it down.

[Sonny7]

Yes can agree!  We haven't had your particular issue. Though we have in a sense been threaten by Airbnb they would lower our position on the list and also loose our 5 star position just b/c of 1 Guest. And this is when we 1st joined, they mentioned we're the 1st to be 3x's in a row SuperHost and now we've just rated for 1 entire year SuperHost! Really not fair in your situation nor our record or any others to be threaten of being taken off SuperHost listing or just be threaten at all when one has a very good rating of time making SuperHost!

   Matter of  fact, there's a true story that made us change our thughts of trying to make SuperHost. Know of Host who wasn't up to high quality standards who was rated a SuperHost! So why were they and You & I plus others receiving after a not-so-good reveiw threaten:)?

   For Host truely agree there'sa unfair system. Best of Luck to You!

[Ange2]

@Chad170     Airbnb puts hosts between a rock and a hardplace.  It can drive you insane, especially  if you have no idea why guests marked you down. I had two guests who gave me 4 stars both wanted to return,  they were in and out of town for meetings.  I took the opportunity to ask them what I could improve on for their next visit given the star rating they had left. That's when you really see the damage from Airbnb's arbitrary and unfair rating system.

Here are their responses.

1. Five stars is for perfection, I never give 5 stars.
2. Can I change my rating?  I had no idea 4 stars had such negative connotations for the host. I did say it was super clean in my review, doesn't that count for anything?

And some clueless comments:

1. "I tracked some chewing gum onto the bathroom rug and it was still there 30 minutes later!"
2. "Dishes in the sink."  I was in the middle of cooking dinner when the guests arrived 3 hours late, it disturbed them so much that they marked me down.
3. "The recycling bin had some bottles in it when I arrived":  Yep! recycling is once a week and all the bottles and cans are washed before putting them in the bin, except, you guessed it, by this one particular guest who put half-filled, smelly food containers in there, which I removed and asked him not to do again.
4. "I wouldn't recommend eating off the floor".  After they trudged through the apartment with wet, dirty boots every day they were here, despite no shoes !  My floors are white  (rule #1 guests to clean up after yourselves, there is no daily maid service) and I did clean them up,  however I am not here all day.

Thing is if it is clean and you have done your best, you can't do anymore. There is really nothing you can do to please someone who thinks you should be telepathic, a concierge and daily maid as well as a host,  or that complaining and finding fault is a badge of honor, or marks you down thinking that you will give them a bad review because they have been messy, irresponsible,  etc.

But, also, remember, many guests have no idea that Airbnb uses the star system to penalize hosts. Some hosts do educate their guests, re:  5 stars = pass for Airbnb.  I always tell my guests to contact me if there is a problem.  Some do, some don't, some are passive-agressive and some are petty. Luckily most of my guests are normal, reasonable human beings who are appreciative. But, still, all it can take is one bad review to destroy your listing.

btw:  Some hosts recommend having a friend stay, someone you can trust to give you honest feedback to see if they can help you figure what, if anything, needs some work. At the least it can give you some peace of mind knowing you are not going insane because you can't see the non-existent "dirt" that the guest apparently sees.

[Alice595]

@Ange2  Any guests given 4 stars rating are excluded from booking my listings. I suggest them to book somewhere else.

[Melanie-And-David0]

It would be really great if AirBnb could weigh in on this conversation. Hey @Airbnb, can you explain this double standard?