How do you handle an unfair rating?

[Wale181]

I've worked diligently over the years to maintain my 5.0 rating and superhost status, consistently providing exceptional service to my guests. Despite my efforts, my most recent guest left me an overall 4.0 rating—even though they rated every individual category (cleanliness, value, accuracy, communication, location, and check-in) at 5.0.
I went out of my way to accommodate their needs, ensuring they had everything they wanted, and even checked in before they departed to ask if they had any concerns. They assured me everything was fine. However, their review provided no constructive feedback or indication of any issues I could learn from.
I attempted to have the review removed, but Airbnb confirmed that the guest followed the proper rating procedure, which I do not dispute. My concern is whether the rating itself was fair, given the circumstances.
How have others dealt with similar situations, and is there a way to address this without jeopardizing future reviews?

[Joan2709]

@Wale181 

Yes...many Hosts have experienced the same thing; it is one of the many flawed parts of the review system. 

You could message the guest and ask them if their overall rating was a mistake since they rated you 5stars in all the categories? If so, the guest can contact Airbnb and have the review removed, but they can't change the review and Airbnb will not remove it as there is not policy that prevents a guest from doing this.

[Wale181]

Thanks @Joan2709 

[Joelle43]

Hello @Wale181 

You have my full support and I feel your pain believe me as I too have just had my first 4 star review this week in 4 years of hosting.  I was gob smacked and really upset, still am if I'm honest. Keep trying to find a reason why they gave me 4* absolutely everywhere but can't for the life of me.

I have lost my 4 year run of 5* reviews and lost my gold Guest Favorite award and lost the top 5% of listings, just with this one review😢

Guest confirmed that all was well and that they were comfortable in my  follow up message I sent them the day after they arrived and although the review that has been left is nice, they have given me 4* across the board😱 They mention how pristine and new the place is = 4*, communication - always reactive, useful information, owner is very helpful = 4*; listing is like the photos and as described = Precision =4*

I received an email from Airbnb asking me to look at ways to improve and to learn from the feedback.  What feedback - it's all positive?   I messaged the guest to ask them to let me know how I could improve for future guests and to tell me what they felt was lacking.  No response at all and not a chance in hell that Airbnb would remove this so that's it, I have to suck it up but am struggling - I am a poor loser I'll be honest but this just seems so unfair and in such sharp contrast to the lovely and personal reviews that other guests have left me.

So until Airbnb stop telling guests that 4* is a good review but as a host you get a warning email when this happens,   then we're going to keep on getting treated unfairly.  I hate the wording they use for guests to evaluate  us - it is based on a set-up-to-fail basis.  A very strange business dynamic and may explain why so many hosts are losing faith in Airbnb lately.

Anyone tried removing a guest review as a host as I definitely wouldn't want them back and regret recommending them to other hosts?

So thank you Wale for allowing me to get this off my chest a little and I whole heartedly commiserate🤗

Disheartened,

Joëlle

[Wale181]

I just took a quick glance at your listing Joelle43 and it is quite a stunning beautiful house.  I see why it is a guest favorite and deserving so. Luisa was wrong not to rate it a 5. sorry you had to go through that experience as well

[Joan2709]

@Joelle43 

So sorry this happened. The review system doesn't work. This is a perfect example. Airbnb tells guests that 4-stars is "Good" yet tells Hosts that 4-stars is "bad" and they need to improve?

They also need to remove the Location and Value categories as they are too subjective. If they won't remove these categories, at least make them informational only and don't allow them to be included in ratings. 

You can definitely remove your review of the guest. Just contact Airbnb and ask them to remove your review of this guest. Especially since you contacted them and they didn't respond.

https://www.airbnb.com/help/article/3582#section-heading-5-0

[Joan2709]

@Wale181 

I also think Airbnb should add a callout that appears if the guest rates the host 5stars in all categories, but chooses 4stars in overall:

Are you sure you want to rate your overall stay as 4stars? You rated your host 5-stars in all categories?

Yes

No

My Host clients use a small frig magnet that outlines how Airbnbs review system works. Some Hosts think they are tacky, but I don't and they seem to work. They are on Amazon: