unfair accuracy rating - can it be changed to reflect the truth?

[Fiona17]

Hi all,

I've just receive my first review (even though I've had a few guests) and was totally surpised by the star rating they gave me. I feel it's completely unwarranted and is going to reflect badly on my listing page.

I take great pride in cleanliess and communication with guests, yet these particular guests gave me just 1 star for cleanliness and 3 for communication when everything was spotless (!) and I provided prompt and detailed communication througout. I'm stumped! I have written to them and asked for specific feedback on how I can improve things, but I honestly don't think there is a whole lot of room to do so. But I'm definitely open to hearing it!

My concern is that this rating will now drag down the impressions and bookings... can reviews be contested/questioned with Air Bnb?

Many thanks

Fiona 

[Donna15]

@Fiona17, I understand you feeling hurt and certainly surprised by the guest's bland comment.

Don't let it get you down, though. In fact, your place looks lovely - absolutely charming - and the photos demonstrate that it's clean and orderly. By stating that the accommodation looks exactly as described, the guest was - however indirectly - confirming what the photos demonstrate. If I were a potential guest, I wouldn't in any way be put off by the blandness.  

(Actually, the pictures made me quite homesick. 🙂 Though Canadian, I'm a naturalised Aussie, and lived in Perth for a number of years.)

Also, the fact that in your review you were very pleasant, and  stated that the guests seemed to enjoy the stay tells me something about you as well. 

One suggestion, though. The photos are dark, and I feel probably don't do the place absolute. justice. I'd recommend either brightening them up in Photoshop (or another photo editor) or taking new pictures to post. 

I doubt whether AirBnB would alter the rating, but it could be worth contacting them to ask.

[Fiona17]

Thanks so much @Donna15  - I will definitely look at the brightness of the photos. Great idea.

I wasn't so concerned about the review brief comment from the guest, more the star rating... 1 out of 5 for cleanliness.... eek... when it is spotless! 

An email from Air BnB implied that such a low rating will drag me down the listings and reduce my ratings/bookings.

But... as of today I am now booked up pretty much for the next 2 months, so I'm hopefull I will get more reviews from guests to pick thiings up again! Thanks again for your feedback 🙂

[Edward20]

Hey Fiona,

I had a guest give me a lower rating, in which I sent them a message to ask them if they could specifically give us advice to improve for future guests.  The guest gave us glowing reviews, but not so stellar ratings.  Turns out she mistakenly gave the lower ratings and contacted Airbnb to have them changed to all 5-stars, which they did though it took a few days of back and forth.

I think the rating system is flawed..,Airbnb frowns upon anything below 5 stars and Guests also don't fully understand the impact of their ratings.  

Just my 2 cents.

Best of luck!

Ed