Airbnb Doesn’t Value Its Hosts – Why Even Try for 5 Stars?

[Jd69]

Just got my first-ever 4-star review, and it’s frustrating beyond belief. I put everything into creating a five-star experience—champagne, snacks, spotless space, flexible check-in, and proactive communication. Yet, one inexperienced guest with only two reviews in seven years books without reading the listing, admits the photos are accurate, ignores my check-in message, and still docks a star because the space is “too small” (despite accurate photos) and because she “preferred a coffee maker” over the Nespresso machine clearly listed and provided (which, by the way, makes full cups of coffee).

Airbnb claims to support hosts, but when it comes to protecting us from unfair reviews, there’s little accountability. Why should one unreasonable guest be able to ruin a 20-guest 5-star streak? Their review system is deeply flawed—one bad rating can tank a host’s standing, no matter how hard they work or how good their product is. It’s incredibly discouraging to go above and beyond, only to have Airbnb let one guest’s oversight and lack of communication impact my reputation. It makes me wonder—does Airbnb actually value its hosts? Anyone else dealt with this? Has Airbnb ever actually removed an unfair review in your experience?

Should I just give up? This takes all the fun out of providing a positive experience for people.

[Joan2709]

@Tawney0 

So sorry about this...

If you Host long enough, you will get a review like this eventually. I would have addressed everything in her review though in your public reply. You are actually writing your reply for future guests. Most will see this snarky review for what it is...petty.  Maybe say something like: 

"...We're sorry your stay did not meet all your expectations and appreciate your feedback. We make every effort to ensure our photos accurately depict our listing furniture, decor and vibe so guests can make an informed decision as to whether our home suits their preferences and tastes before booking a stay."

I do suggest my Host clients have basic spices on hand like: salt, pepper, garlic powder, onion powder, cooking oil and cinnamon. I also suggest Hosts have regular and decaf coffee, tea, sugar packets and non-sugar sweeteners and non-dairy creamer at the coffee station. Those guests who have allergies will simply not use the items they are allergic to, but those guests without allergies will appreciate having them. Usually the only item to be concerned with are snacks that contains nuts; which I don't recommend. Label your regular and decaf coffee if not in original canisters and the other items should be single serve packets. Eggs are also a common food allergy, but most Hosts don't provide eggs or anything that contains eggs. 

I would suggest maybe adding a few more photos to the listing...you only have 12 and the averge is 25-35. 

[Tawney0]

Thanks for your advice. We do have all the stuff your advised above except garlic/onion powder. Some guest can not be happy no matter what the host do. We'd love to improve our listing with no problem but also hope the review system can be improved as well. That was my whole point.

[Joan2709]

@Tawney0 

Agree 100% that Airbnb CS needs major work. However, the review process is very similar on other platforms. I do think Airbnb needs to stop telling guests that 4stars is "good" in the sub categories. This is misleading. Airbnb tells Hosts that 4stars is "bad". Airbnb please get on the same playing field with the star ratings! 

I think you'll will find that the other platforms outline what criteria they have for removing a review and I think you'll find it similar to Airbnb. If the guest thinks the beds are not comfortable and there wasn't enough condiments and they don't like the decor that is the guest opinion and not grounds for removing a review on most platforms. 

That said, if you filed a claim for damage by this guest and the guest wrote the exact same review, I would argue that is a retaliatory review and should be removed. However, Airbnb is back-pedaling on the retaliatory review removal lately.

I will tell you about a case with a Host I work with who has her listing on Vrbo and Airbnb. A Vrbo guest gave the Host a 3star review because she thought the decor was dated (this despite the over 50 photos on the listing depicting all the furniture and decor in every room). She also complained the location was too far from a popular tourist spot, but  admitted she knew it was far away, but booked anyway because they waited too long to book and nothing else was available for a group her size??? Vrbo refused to remove her review. All the Host could do was post a public response. 

You are correct that you won't be able to please some guests no matter what you do. However, the grass isn't necessarily greener on other platforms; maybe a different shade of green is all. I do think Airbnb's CS is terrible. Their policy about "suspend all listings (not just the one involved) first - ask questions later" is appalling. Occasionally they surprise me, but mostly contacting CS is an exercise in futility. It does need major overhauling, but not sure that will happen. You might find it slightly better on other platforms, but not by much in my opinion. I have heard alot of Host complaints about CS on booking.com as well. I can't speak to that myself, as the Hosts I work with don't use them. 

[Jared426]

In my own dealings with Airbnb, it seems like they do whatever is the easiest for the support team. They do not care about what is within their policies. Nor do they care if the review is inaccurate and false. 

They act like they are your friend on the phone. They will say, "You are correct and I will review this further." to get you off of the call. The goal is to send you a vague message later saying, "You are in the right, but we won't change the review or decision that our incompetent rep made."

How can anyone trust a company that doesn't try to protect the host and doesn't follow its policies? 

I completely feel your pain.  

We had a long-term guest cancel on us after 10 days when his car got an oil leak. Used a neighbors neighbors houses doorbell camera to cancel. Got refunded for "Safety Issues" (The neighbors camera was a couple of doors down and not able to even see my property.) But after months of talking with support, they agree that I am right. But still refuse to explain why I am not being paid for the days the guest was in the home and their own cancelation policy. 

The guest left a bad review because of the camera and even though, I am being told I am not responsible for cameras on other peoples houses, the review is still up and I am being punished. 

I wish I could tell you that they will help, but they wont. 

[John5097]

@Jd69 

The review itself was positive. It did mention it being smaller than they had expected but said the photo's were accurate. I did notice, however, that the first sentence of the listing description did call it a guest house, while other reviews called it a studio, and appears to be a studio, so that would be my only suggestion is call it a guest studio. Otherwise the listing looks accurate and very well done. I have a similar listing with over 400 reviews and minor adjustments can go a long way. Just something to consider. 

Also as many would suggest, your response could be off putting to potential guest. It's ok to vent here and as others have agreed the review system isn't perfect. I've also had two of my responses to reviews removed and weren't nearly as harsh. Guest will think if the smallest thing doesn't go right, or they break a wine glass or something, host is going to overreact.

I'm also really OCD but very mindful that it's still the guest experience and it's their review. They may not have wanted all the extras, and instead a lower cleaning fee.

The espresso machine or whatever it is may be too complicated for a lot of guest. You can forget about them reaching out for help, and don't be surprised if they break it. You can also pick up a mini Mr Coffee for about 20 bucks. My first microwvave had a convection oven. I imagined all these things guest could cook with it, as its a real oven, but was just way too complicated. You could also put simple instructions on a sheet of paper but it needs to be super simple, and even then don't expect guest will read it. 

Oh forgot to mention. You can call customer support to have your response to their review removed if you want. 

Airbnb will also sync calendars with other booking platforms. I did that with V that worked out well, so if one books it blocks it off the other booking platform calendar.   

[Madhu79]

I think 5 stars matter a bit but they dont necessarily affect your business. I dont think guests specifically reject a place if it has 4.8 stars, for example. I wouldnt. So do your best, and it will reflect in the business...just my 2c