4-star overall reviews but 5-star in every category - when will this be fixed?

[Alexandra316]

This summer, I've gotten two reviews that have given me 5 stars in every category, but 4 stars overall. The most recent really annoyed me: it was from a new Airbnb member, who also put NA in their public review but wrote me a nice private review. I spent time on the phone with this guest before she arrived, talking her through how to fix her account because she didn't have her correct address or credit card number on file, and she called me for help, and I did. I sent her extra tutorials on how to set up her account properly.  I let her check in early. She had the same experience as many other guests do who give me 5 stars, and she gave me 4 - even though everything was apparently perfect, according to her words and individual ratings. I did respond publically, just saying thanks for the nice private review and that I was glad they had a nice time. 

It REALLY annoys me that Airbnb said they were going to do something about these outlier reviews a year ago in one of their host updates.

Why do they even bother making promises to us if there is no intention to follow through?

Just letting off steam, but I am really annoyed, both at Airbnb and this guest. 

What do you do when you get these reviews? Do you ask the guest where you went wrong, or just let it lie?

[Dacia12]

Do note that this review policy has not changed since I now have the same issue for a guest who stayed in Feb, 2020. Even the private feedback is positive so I am clueless if anything really went wrong to cause the guest to give an overall 4 rating when I got all 5's otherwise. Not even the airbnb rep can give a reason. As someone said, it is misinformation/ miscommunication on airbnb's part. 

[Obaid5]

Same here. 5 stars across the board followed by 4 stars overall.

It's a new listing and this was a 2nd guest. First gave 5 overall: 

airbnb.com/h/hammersmith-room2

Now my super host average fell from 4.9 to 4.8 because of this, when I have over 100 reviews.

Does not make sense. 

If I was a guest and saw 4 as "good" I would probably go for it and would think to reserve 5 for something similar to a 5 star hotel. But for a host 4 stars are a killer for all the reasons given by all you above. 

My motivation has taken a hit and I am seriously considering renting out my rooms annually. Also  London has become saturated and Airbnb prices just do not make sense. All very demoralizing. 

[Kevin1322]

it makes little sense.  we have had several 5 stars individually, and a four stars overall.  I can only put it down to the european way of thinking, reserving five stars for perfection which you may never experience anyway, so to be on the safe side never give five stars.

Sadly guests don;'t grasp that 5 stars is the american way, meaning "as expected nothing to complain about"  while we europeans bimble about thinking 3 stars is average and means OK, nothing to complain about and never give five stars for anything.

Never had 5 stars from an australian guest.

Maybe we need some more lethal spiders in the toilet...... 🤣

Irony that these global companies can't themselves grasp regional differences and cultures when it come to reviews, and instead expect everyone to conform to the American "norm" of five stars fior everything unless something awful happened.

[Laura4549]

I had the same experience, all 5s but 4 overall. And she was my first guest. All I can think of is maybe the house wasn't new enough for $69/night. Geez. I did write to ask her what needed to improve, but nothing back yet