Reviews

[Pg4]

Is anybody else aware that the review system has changed? I have just received a glowing review of customer is super happy. All the usual questions answered with five stars cleanliness communication et cetera et cetera but then the actual review showed a four star after questioning it with Airbnb they say they get extra question to say what they thought it well it felt like which seems to have overruled all the fives and shows of as a four. I have put a complaint to him. I don’t think right. an average of the questions asked should be the result of our rating example 5+5+5+4+5 to find an average you divide by the number of inputs this case five and the result will be 4.8 . according to Airbnb this is not the case and is simply a four now I’m quite annoyed by this after having the glowing review and seeing it as a four at no point do I see what I did wrong to gain that for so how can I learn and go forward and make myself better in that area area? They considered to be the fall? I’m sorry for my English. It’s not great 

[Joelle43]

Hello @Pg4 

Airbnb have always used this system whereby guests are asked to evaluate us on 5 sub categories from a scale of 1 to 5 and then comes that all important question "Overall satisfaction" and this is the one that counts for the most and is NOT an average of the scores given for the sub categories I'm afraid.

Guests are told that 5* = exceptional stay and a 4* = very good 

You can ask your guest for some feedback and explain to them that although Airbnb tell guests that 4* is very good, it's not in fact in Airbnb land and you no doubt received an email from Airbnb telling you to see what you could improve on but without feedback that's difficult to do. 

Another solution that some hosts use is to "educate" guests on the review system by putting in their house guide an explanation on the Airbnb review system or by using a magnet that does this, that you can buy on Etsy for example

Below you'll find an earlier discussion that might help:

https://community.withairbnb.com/t5/Host-circle/Rating-system-in-house-manual/td-p/2288078