I used to see stars given by guests, can't find it anymore.
I always have good written reviews but i only have 68% five stars reviews, i have absolutely no idea what can be wrong or which guest gave a global 4 star, when they all like the stay.
Its very hard to see what may be gone wrong or maybe i could understand, because my guests are always received in person, so i have a good idea of them.
Hard to improve something that we are measured for, but can't see the measure!