Location review

[Sotiria6]

I received a 4 star review which said “good location for our planned trip.”

The guest then left a 3 stars on location and wrote no privacy when the flat is part of a block of flats and is locked and private so makes no sense really. 

Also the address is fully mentioned so you can’t really say that it was claimed that it was city centre ! 
I wanted to message customer care and express my dissatisfaction about the inaccuracy.

Any suggestions? 

[Lorina14]

@Sotiria6 

It’s always disappointing when someone doesn’t rate us as highly as we would like. The thing with reviews is it is a personal opinion and perhaps they thought you were more central than they realized. They should be able to know the approximate location prior and chose your place for convenience, amenities and price. Airbnb will not remove a review if it is abiding by their terms and conditions (no discrimination, defamation, etc) so your best bet is to respond to the guest’s review with a comment such as, “Thank you for your review. We are sorry that you felt our place was not as central as you would have liked. We do mention it is best to have a car to get around the city and there is public transportation x miles or x minutes from the space). I am confused about comment about the lack of privacy (only mention this if it wasn’t a private note) as our listing clearly states it is in a neighborhood with surrounding flats. If you were looking for a space with a balcony/patio with no neighbors then you would have needed to book a different location perhaps more in the suburbs. We are happy to take any feedback to improve our listing and will be sure to add more details about location to the city center and local attractions into our listing. Thank you again for staying with us.”

I had a guest a while back comment that our place was a perfect location for them but not central. I didn’t state in my write up that it was central. I said we were convenient to x town and x town and named businesses or places of interest. After that review I clarified in the listing the distance in miles and minutes for driving and walking for common attractions and said that it is best to have a car to get around in our city. I also took a look at where the guest came from and concluded they lived in a city where they could walk to everything so that is their reference point. A similar comment about location came from  someone else who lived in a city. I state in my listing that we are located in a quiet suburb convenient to x town and x town so then it’s just a matter of opinion. 

Please be sure to mention in the response to their comment about the location. It’s also good to respond to many reviews and not just the bad ones so it doesn’t highlight that you respond only to bad reviews. 

Hopefully the clearer you are in your description, the better you can manage your guest’s expectations and have better reviews overall.

[Sotiria6]

Thank you so much for writing this 🙂 I so much appreciate it 🙂 

it’s just that on her headline she says “good location for our planned trip “ yet contradicts herself by rating location 3! 
Do you think saying : 

“I am confused how you say that it was good location for your planned trip yet on the rating you are rating it 3 ? “ on a private message  

thank you so so much ! Really appreciate it ! 

[Joelle43]

Hello @Sotiria6 

I understand your frustration believe me!  I have had the same issue...

I  had to understand why I had received a 3* on location when the guest had given me a 5* overall (more importantly) so I wrote to them via the Airbnb message system saying that I was dismayed by the 3* evaluation on location and asking them if maybe I hadn't been clear enough in the description of my listing that we are 10 minutes by foot from the city center and that I would be grateful if they could provide me with any feedback so that I could improve my listing.

Their reply was instant and they were shocked to learn that they had put a 3* because they wanted to put a 5*!!  They tried changing it by contacting Airbnb and explained their mistake but they weren't able to change it😡  It takes a lot of 5* to bring up the score even by .1 so very frustrating but it is what it is as some might say😉

All the best

Joëlle

[Sotiria6]

Thank you so so much for your response 🙂 really appreciate it 🙂 

Thank you 🙂