Well done on what you have achieved so far!
Like other hosts, we could write a book on Reviews. I have changed my thoughts on this over the years. I have had so many varying experiences and tried lots of things. Just to be aware, I never meet my guests, I'm not a host on the property.
Here's what I think is best practise:
In the approaching days of their booking, I remind them something like this, We aim to deliver a 5 star experience. If there are any issues, please contact me during the stay, even if its a little thing, as you don't want their experience to be impacted.
Some guests hoard up any little niggling things and then rate you down (one they forgive, more than 1, it adds up). Best try to nip it in the bud before hand and offer them an easy contact way. Sometimes they dont want to bother you.
Then hope they rate you well and you are confident that they've had a great experience. You don't want 4 star reviews just 'because they never give 5 stars' as they are the kiss of death for your rating over time.
If you haven't had any feedback at all during their stay, and they haven't done a review, do NOT prod them. I used to, and it always backfires on me with less than 5 star review. I ask after 15 days are up, then message them, and just kindly ask if they had any issues as you noticed they didn't do a review. That feedback is needed, its how I have improved or discovered things I didn't know. eg Sometimes it less about what can be done to the property, and more about managing expectations better. My list of 'Things you need to know' has been carefully refined over the years for this purpose.
I'll also add, the larger the property, the more to get wrong. A smaller property, its easier to earn 5 stars. But for some reason, guests when staying at a big property with multiple families eg up to 12, more opinions seem to come. So I have to factor that in especially as my property is also not new.
If there is one thing I have learnt, that is an absolutely must get right, is cleaning. I have a cleaner, but I also deep clean once a month or so. I had a guest give 4 stars just because they found a bit of food stuck on a dish or two (previous dishwasher load from prev guest most likely), and a cobweb in the outside windows. When its a farm and 6 bedroom house, there's alot to check. I now explain in 'things to know' and apologise in advance if they spot a cobweb, that we spend 6 hrs plus cleaning between bookings. Plus maintenance like pest spraying, window cleaning, furniture cleaning, leaf blowing etc.
I've also decided most of the time, to do a public response to 4 star bookings when the 14 days are up. My public response to 4 stars is an opportunity for future guests. I say 'Dear future guests, we aim to deliver a 5 star experience. We respect guest perspectives on what constititues that. But guests do get a 44 acre property, with pool, gourmet local hamper, toyroom, 6 bedrooms, landscaped gardens, just about everything provided like a home all for the price of a couple in a standard hotel room'.
Hope this helps, Regs MK
