Taking hits on location rating

[Jim472]

TL;DR I just received another 4.9 on location. Now I've got 25%/75% 4.9/5.0. Any ideas how to correct guests expectations, I've tried telling them, showing location on map, giving travel times and costs, etc. 

I host in Kuala Lumpur, which is  big area. I'm about 20 minutes/7KM from the city center. I'm by no means out in the boonies, I've got upscale restaurants, shops, malls, within a 15 minute walk or 5 minute drive. I state all this on my listing. That said, two of my guests specifically cited the distance to the city center, two more had no specific reasons, and the last rated 5.0 for his initial 8 week stay, and then oddly enough marked 4.9 after his 7 week extension. It's vexing to say the least. Any ideas?

Mrs. Richards:
When I pay for a room with a view, I expect something more interesting than that.

Basil:
That is Torquay madam.

Mrs. Richards:
Well it's not good enough.

Basil:
Well, may I ask what you expected to see out of a Torquay hotel bedroom window? Sydney Opera House, perhaps? The Hanging Gardens of Babylon? Herds of wildebeest sweeping majestically...?

[Anonymous]

@Jim472  The only person who knows what a guest was thinking when they rated your location was the guest him/herself. Rather than just noting the averages, you can also look back through the individual guests' ratings to see which one chose a non-5-star rating for location, and if there is any corresponding feedback. From a cursory glance at your recent reviews, I'm guessing this quote is relevant:

"Traffic builds up in the area in the mornings, so it could sometimes be difficult to get a grab in rush hour. Nearest tube station was a 25 minute walk away. However, with everything else being so perfect, we loved every minute of our stay in the apartment and would definitely stay here again!"

There is some useful feedback there. I read your Location description and felt like it would seem a lot clearer to someone who was already somewhat familiar with Kuala Lumpur. For example you mention proximity to a "bus stop," but I have no idea where the bus goes. And while you do take care to specify the distance to the city center, I don't know whether all the points of interest are concentrated in the center or if there are other attractions in your district or outlying areas. 

It might help to write this description with an idea in mind of who is ideally suited to your location. Is it convenient enough for tourists with only a short time in KL, or better for longer-stay visits who want a quieter or alternative to the center?  Is it accessible enough to the central business district and airport for business travel, or more appropriate for leisure?  For whom do the local restaurants and bars cater - younger, older, more affluent or lower budget, family-friendly or adult-oriented, night owls or morning birds, etc.?  Are there other recreational options nearby aside from dining and shopping? 

Finally, you might add a few photos of the surrounding neighborhood outside of the condo complex, to give people realistic expectations of the context. As a guest, I'd be interested to know whether my daily journey into the city was going to involve walking up a busy motorway or a pleasant pedestrian thoroughfare.

[Michelle-And-Michael0]

@Jim472  Location is our sticking point when it comes to reviews too. It doesn't happen often, but we received 2 X 4 stars for location in a row recently. 

We are only 5 mins drive from the city and less than 10mins to the beaches harbour area. Which we state in our listing. 

Our listing is all about the quiet, private, bush location.... surrounded by greenery, nature, wandering deer through the yard etc etc. 

Yet somehow, some of our guests expect all this, and to be right in the middle of the city as well!!! 

Loved the faulty towers reference.... so true!!

[Claire475]

S

[Claire475]

Ratings on location can be soul destroying. It’s also the one part guests have control over before they book.

Recently I had a guest who prior to booking informed me he was coming to Luxembourg to watch an opera and would it be convenient to get there from our home. I said it was less than 2km away and very easy. He rated me a 3* on location saying I was a bit far from the old town, which is about 6kms. He also gave me a 3* for communication because he said I didn’t speak French well, although I say I only speak English in my profile. Worse still on leaving he asked would I mind if he books directly with me next time. For the longest time I have thought about messaging him privately to explain his folly, but in the end just thought nothing can be changed so why bother. 

[Kristi36]

It's true what you say--the guest has control over where they book, and it's the one thing we're unable to change as hosts. Haha! 

[Ann72]

@Jim472 Thanks for the cheering Fawlty Towers bit!

[Barry133]

I have the same issue with regard to location.  This is the 1 issue that the guest has total control over....and as such, how could they rate the host lower than a 5?   I feel a more accurate category would be "accuracy in listing".   After the guests experience the location, was the description accurate?  Do the pictures accurately show the property that is being rented?   Is the host trying to create an online environment that isn't exactly what the property is?   These are things that other guests would like to know and would be a more accurate item to be reviewed.

[Jim472]

You're preaching to the choir Barry. I couldn't explain it better unless I took them on a video tour or the places they wanted to go and that's not a function, yet. 

[Cindi0]

I find these categories frustrating as well. I state everything I can possibly think of in my listing details about my location, and also what is provided. I even created a floor plan! Still, I can get docked on Location and Accuracy, with no explanation. I can't change where I am, and I don't know how to be more accurate. I would like to see it a requirement for a guest to provide more detail before moving to the next category. It would certainly help us as hosts if something is not clear in our description. But then again, I am guessing it's more that the guest didn't read, and is rating us on their expectations, not the details. 

[Lawrene0]

Ha, location again, @Jim472 . I hear you. The review I got this morning made me laugh:

"...great camping experience and the location is also perfect for star gazing."

Four stars for location. I guess they didn't want any stupid stargazing. 🙂

So, just for clarity, a guest cannot give you 4.9. That is the average. Guests can give (and take away) only full stars. You have to go into each review to see what star rating each guest gave, but I expect you know that. 

Love Fawlty Towers quotes!