Ratings

[Matthew1608]

So, a guest can give a 4 star overall rating to a host while giving 5 stars to 4 of the 5 specific categories?  With 5 stars for all but one of the five categories,  (4 stars for location for instance)  what's the point  of the 5 categories if the overall rating is all that really matters? 

[Shelley159]

Yes they can do that @Matthew1608 

The averages of the category ratings can be seen by people searching (click Show reviews). Categories also affect search rank and guest favourite. But as you point out, they're separate from the overall rating.

[Matthew1608]

Thanks for your response.  After 9 years of hosting I think I am finally figuring out how this works... lol.  The overall rating directly correlates with the rating at the top of the listing (and correlates with super host and guest favourite status as well as the listing ranking)

The averages of guest ratings for the 5 categories are shown at the top of the review section and also relate to the listing ranking, but not super host status or guest favourite? 

Do I have this correct?

[Sara-And-Rob0]

The various ratings will drive many elements, as Shelley has pointed out, Superhost (a dead label) and Guest Favourite, but include search page appearance, location on the search page and probably many other things we don't know about.  Unfortunately, from a host perspective, the fact that subjective reviews are then used to determine something so important as search page results is often very troubling for me.  

For example, 4-stars for accuracy, guest says in private feedback 'You should say that you can hear people upstairs', when in fact, we do say this very thing in our 'Other Things To Note' but due to the current guests being too lazy to read anything at all, he did not see it.

So the damage is already done, 4 for accuracy won't kill us but it is in conjunction with other 4's here and there and they will add up.  sometimes, yes, our cleaners missed something and we deserve it, but in our experience, most of the 4's come from guests not performing their due diligence.

In my example, the algorithm doesn't care what we wrote or what they read or didn't read, it just sees a 1 or 0 and makes a determination.

In my opinion, this is not the way things should be.  Guest fails, hosts pay.

[Matthew1608]

@Sara-And-Rob0 Thanks for your response.  Yes it does seem like an inadequate system.  My interpretation is that the review and rating system is intended to be driven by guest's expectations.  If a guest has certain expectations that are based on reading the listing and all associated materials, then they will likely have a positive experience and give a 5-star overall rating. 

The issues arise when guest expectations are not met for whatever reason.  In your example, the guest did not expect to hear people upstairs in your booking.  As you point out, if they had read the info. they would have known to expect this.  I tell guests that every listing is different and they are not hotels, so they may have to adjust their expectations accordingly and do their due diligence.

I think issues also arise because Airbnb doesn't do much educating of guests around how their system works.  So, guests are more likely to have unrealistic expectations.  I can think of many examples I have experienced of this.  In one case, a guest was surprised there was no TV in our listing (it's not listed as an amenity) but because their experience/expectation of rentals is they  all have TVs, the guest rated the listing based on there being no TV... The review suggested that the guest took the point of the review to point out things they felt should be in the listing (TV in this case).

[Joan2709]

@Matthew1608 @Sara-And-Rob0 

Yes...sadly - the review system doesn't work. This is even more true since Airbnb has turned over review disputes to AI. 

Prevention

The key now is prevention. Always keep in mind the reality is GUESTS DON'T READ! They barely look at the photos! They won't read your description, other details, guest access, property information, House Rules, etc. Another example of Guests Don't Read is with our check-in message. We clearly spell out their door code and how to use the smart lock, yet they still show up and just start smashing buttons expecting the door to unclock 😒

Advise Guests in Messages

Important information about the listing or amenities should probably be included in the Instant Book pre-booking message or after booking message if not using instant book. You could also mention this after receiving a request to book and before accepting the booking:

Example - No TV

Most guests do expect a TV in the listing (even though it's not in the amenties list and you mention in under Other Details), it's probably best to use the Instant Book pre booking message or if not using Instant Book a message after booking that advises them so they can cancel the stay BEFORE they arrive and complain about it in a review. You can also mention this and get them to respond they understand before accepting the booking.

Hi [Guest First Name}!

Thank you for choosing us and we are looking forward to hosting you! Just wanted to be sure you noted our listing doesn't have TVs, but there are board games....blah, blah blah and plenty to do outside...blah, blah, blah. If having a TV is important to you, then this property is probably not a good fit and you can cancel...blah, blah, blah."

Example - Noise

If your listing is not an entire home, and the space above or below space is occupied by other guests, be sure to use the pre booking message or after booking message to advise them of this. Many guests see "entire home" and think they are getting a bargain, when in reality they are getting one level of a 2 story home. Guests don't read. Even if the listings says "Apartment" and there are obviously other units, they will still complain about "noise". Advise them ahead of time when they still have time to cancel and prevent them from staying and then complaining about something they should have known if they had only bothered to read the listing. @Sara-And-Rob0 I do see you have "Potential for Noise" on the listing, but I would add a description to that so the guest can see what the "noise" might be (even though they probably won't read that before booking) 😒

We use this on one of the properties that is a duplex with one shared wall in a new subdivison with on-going construction:

"Hi [Guest First Name}!

Thank you for choosing us and we are looking forward to hosting you! Just wanted to be sure you noted  there are other units above and below the apartment you booked. You may hear some sounds from guests in the other units. It's is not usually an issue and we do have quiet hours between [list quiet hours] and also provide ear plugs and sound machines in the bedrooms. If you are a very light sleeper, this property might not be a good fit for you."

[Sara-And-Rob0]

Much good advice packed in here Joan, we have a few of our listings fleshed out with important details in the after-booking message but this one listing will get the same treatment right now.

It is definitely a difficult time in communications and meeting expectations overall.  So many stories on both these topics.

Many thanks.

[Sara-And-Rob0]

I am in such complete agreement with these statements to the point where I could have written them myself,

The issues arise when guest expectations are not met for whatever reason.  In your example, the guest did not expect to hear people upstairs in your booking.  As you point out, if they had read the info. they would have known to expect this.  I tell guests that every listing is different and they are not hotels, so they may have to adjust their expectations accordingly and do their due diligence.

'I think issues also arise because Airbnb doesn't do much educating of guests around how their system works.  So, guests are more likely to have unrealistic expectations.  I can think of many examples I have experienced of this.  In one case, a guest was surprised there was no TV in our listing (it's not listed as an amenity) but because their experience/expectation of rentals is they  all have TVs, the guest rated the listing based on there being no TV... The review suggested that the guest took the point of the review to point out things they felt should be in the listing (TV in this case).'