Should there be a Star Ratings for Guests?

Dustin58
Level 2
Moab, UT

Should there be a Star Ratings for Guests?

Hello Fellow AirBnb hosts,

 

I'd like to see a star ratings system for guests. If guests can review us as hosts, why can't we review them as guests? It would be great if we could work together as a community to give feedback on who we actually want staying in our homes and properties. The existing "you can't see what a guest said until you leave your own review" system is very broken for many reasons. The star ratings for hosts are painfully important to hosts; why can't they be just as important to guests? Hosts can be suspended if your rating drops below 4 stars.

 

So guests have a weapon they can wield to bilk hosts out free extras, unwarranted refunds, etc. all in the fear of a bad review. But if hosts had that same weapon, it would level the playing field. We'd no longer get threats of 1 star reviews because a guest wants hundreds of dollars for minor inconveniences, because hosts could point that out in their review that guest and give them a 1 star rating in return. And no host would accept a reservation from a poorly rated guest. So guests would have to return to being reasonable again as would want to be highly rated as well. And we'd want the ability to rate guests at any time; not just in a small window after the guest checks out. We've all had guests with whom we thought everything went well, and then the guest leaves a negative review with a low start rating for things out of our control or things that are unwarranted. I'd sure want to know if that happened to a fellow host, and then I could avoid renting to that guest.  But we'd have to be able to rate that guest for any amount of time after their departure. This would make guests more reasonable and would give invaluable information to us as to who we want to allow into our homes. There are, of course, times when a guest isn't treated right, and they certainly have all the tools at their disposal to make that known. But I think we are tired of working our butts off for guests and doing everything right, and then being threatened or slammed by a low star rating review. Like the time you engaged with a guest, made their stay great, and then get a low star review because they didn't like the cleaning fee; which they knew about when they booked and agreed to. And they only made a stink about it after there was nothing that could be done; after check out. I'm sure we all have a hundred stories about guests that we did everything for, and then they stuck us with a low star review. And there is nothing we can do about as it's after the fact.

 

Please let us all review our guests on a 1-5 star basis at any time. And let us adjust our booking requirements to only accept guests with a certain rating. Just like guests do to us. If I was able to let everyone know about the bad guest who complains about fees after checkout, wouldn't everyone want to avoid renting to that guest? But our hands are tied thanks to Airbnb's poor executed tit for tat system where you only get a small window of time to review a guest, and can only see what someone wrote after the fact. And there is no star system for guests, so there is no way to easily sort bad guests out. I don't want your bad guest that asked for a $1000 refund because the AC wasn't set at 72 degrees on arrival, and you don't want my bad guest that left a bad review because they didn't pull up the detailed map that was sent to them and got lost using MapQuest (who uses MapQuest anymore?) Thoughts?

65 Replies 65
Biba23
Level 2
kbh, Denmark

i very much agree!  Yesterday my listing was suspended due to a guest who threatend me. He wanted money and threatend me with a bad rating. I told him I was sticking to the rules that I did not have to pay him anything and he gave me 1 star

i equaly gave him 1-star but it does not show. Nor does it suspend him as guest

also had a guest who gave me a 3 star because he had to wait in line at the airport for a train pass. Also he thought the neighbourhood is boring. 
Air bnb is unreachable in these matters. i spoke to the maneger and she was responding with very irrational answears to these matters. 

Michael6990
Level 2
Spearwood, Australia

Michael, Host of an apartment in Fremantle West Australia. While guests ratings are being discussed I am wondering how a guest can justify this .... Five stars for each of the categories then give an overall rating of four. 

Tom2518
Level 2
Palmerston North, NZ

Absolutely different strokes, not arguing but responding to Dustins post. Regarding being able to change ratings of guests.

 

I have worked in hospitality industry.

Some airbnbs are people just opening homes as family members would. Will rate them as such.

If people are running professional business on various levels.

I have worked large YHAs & hotels there is standards expected.

So why shouldn't we treat them the same as a business.

 

Interesting world reviews.

 

Tom

Helen350
Level 10
Whitehaven, United Kingdom

@Tom2518 The airbnb you thought little of WAS someone opening their home! The owners live there, & work full time in full time jobs elsewhere! They are NOT hospitality professionals in 'the hospitality industry' - so you SHOULD rate them as ordinary home owners opening up their home! No matter that they let more than one bedroom, that's irrelevant! I looked up their prices: In GBP it's £22 per night per couple! That should be 5* in anybody's book! - In airbnb-land 5* means you got what you paid for, & at £22 per couple, it sounds like you do! 

Do you realise Airbnb tell hosts they must achieve an average of 4.7 (for the general/overall mark? Not the specific sub-categories) Hosts can be suspended below 4.4, & de-listed below 4.0. - So if you rate below 5* you are damaging someone's listing, saying it should be de-listed.... If that happened, you'd be denying hundreds of budget travellers a cheap as chips opportunity; one that many reviewers have enthused about, not just said it was 'OK'. It may not be hotel standard... that's why it is SO cheap!

 

Tom2518
Level 2
Palmerston North, NZ

Oh I agree if was a private home.

But  5 bedroom boarding house not a private home.

They had converted the place. Our bedroom was a converted traditional reception area next to the front door.

 

What point are you helping to pay rent /mortgage

To running a professional boarding House. This was a modern version of a 1950s boarding house.

 

NYC now are regulating them as small or professional operations.

 

5 rooms is paying off million dollar mortgage. Yes Walls need to be clad for fire

Sinks need to be cleaned

Rubbish needs to be tidied professionally

 

Day before we stayed in young couples 2 bedroom apartment. They spent more effort.

 

Tom

 

 

Helen350
Level 10
Whitehaven, United Kingdom

@Tom2518 I don't see why you object to helping them pay their rent or mortgage! Some let rooms for fun, to meet people, but many need the money, nothing wrong in that!  - I don't know why you say it was a 50s boarding house?! - Just cos they let more than one room? Super cheap = multiple rooms, shared bathroom! (You should see some Airbnbs in London -loads of rooms/guests + host!) - I get the impression the hosts DO live there... so it's a normal homeshare, just has several letting rooms... Other reviewers said it was 'homely', one recent one said more like a proper b&b than a homeshare -praise indeed! -  (You'd hate my place! 🙂 )  - Not starting a fight, just different strokes for different folks!

Tom2518
Level 2
Palmerston North, NZ

I could say the same but opposite. 

I gave mild review of place, no door locks on bedroom, dirty plugs in sink. Piles of rubbish in kitchen. 

 

I made private recommendations for possible improvement. 

As he was a young guy trying to make it work. 

 

 

He said I was noisy (was 3.30pm) another guest was night shift worker. 

 

Really wish I had given Frank review. Looked at past reviews and others had said what I had. 

Helen350
Level 10
Whitehaven, United Kingdom

@Tom2518  'No door locks on bedroom' is NORMAL in a private room in a private house. So is containers of rubbish in a host's OWN kitchen, especially if they collect stuff for recycling. Airbnbs are NOT hotels - they are like staying with friends or family - with the clutter that folks ave in their lived in homes... And who has bedroom door locks in a private home? Consideration for ALL people in the house is the 'thing' with homeshare.... If you think it's OK to disturb a night worker's sleep, you are the dreaded 'entitled guest', and 'BETTER SUITED TO A HOTEL!' 

Biba23
Level 2
kbh, Denmark

I agree

Juan63
Level 10
San Antonio, TX

No locks on a room being used as an Airbnb is not normal. I've stayed in such listings and it makes for a very uncomfortable stay, specially when the host rents out multiple rooms.

Biba23
Level 2
kbh, Denmark

No locks in a private home is NORMAL

In a private home you stay in a family on the same terms as the family. They respect your privacy as you respect theirs. If you wish to stay cheap and hotel-like its better look for a doormatory hostel. Not everybody is suitable for Air Bnb. Hosts are running their a** off for guests who disapoint them with bad ratings because they mistake air bnb with a hotel service

Alon1
Level 10
London, United Kingdom

@Juan63 

Juan,

 

Why did you stay in a place that was bound to make you 'very uncomfortable'?

 

No one forced you to book such a place. Worse, you as an experienced Host know very well whether the listing advertizes lock on door or not! -- In other words, you brought this discomfort on yourself and have no one else to blame, least of all the Host!

 

Indeed, Guests who know they prefer locked-doors in private homes are obviously extremely foolish to book a listing which does not list this amenity. 

 

As I stated previously, Guests who want locked doors always enquire, and never book with me. This is a good and sensible solution for both parties. 

Helen350
Level 10
Whitehaven, United Kingdom

@Juan63 Private home hosts do NOT want to damage their homely doors or make them look like hotel rooms by installing locks.

Airbnb are known to de-list hosts with no warning, for no reason, - I don't want to ruin my doors, only to find I'm not a host the next day!

 

Locks are NOT the norm in private houses! Airbnbs are NOT hotels! It's rather against the spirit of homeshare to assume other guests will rob or harm you! (Many hosts are selective about who they let in.) ASK before booking if bedrooms have locks, don't assume!

 

I've hosted 350+ guests & only 2 have complained about lack of locks! If you want locks, go to a hotel, or rent an entire place!

Juan63
Level 10
San Antonio, TX

You are wrong Helen, locks are expected and it is the norm. It's your choice not to change your locks of course. I've had over 1000 guests and have stayed in over 40 airbnbs around the world and privacy is the most important and having a lock gives a guest security and privacy. It is so important that Airbnb lists "lock on bedroom door" as a "common" amenity. Even the heading they provide says so:

 

"What amenities do you offer? These are just the amenities guests usually expect, but you can add even more after you publish"
Alon1
Level 10
London, United Kingdom

@Juan63 @Helen350 

 

Juan,

 

Airbnb was born on 'trust'.

 

If I'm not mistaken 'Lock on bedroom door' is a belated addition to amenities. 

 

I've been hosting as long as you have with similar figures. I don't do Instant Book and  dealt with over 1,300 enquiries.The vast majority never raised the question of locked bedroom which clearly indicates it's not a major concern, further proven during their stays. Indeed, many of the Reviews convey the feeling of ease and comfort and security which serves to create confidence for others. .

 

My response to those who have raised the question during Enquiry is  simply advise them to keep searching for the appropriate place. All of them took the advice as none ended up booking with me. Good solution for both parties.

 

 

 

 

 

 

 

 

Juan63
Level 10
San Antonio, TX

But you’d be wrong. I produce actual evidence provided by AIRBNB who deal with many more people than any of us and they say locks on doors are expected. Avoiding facts doesn’t make them not true. I can’t tell you how many times people don’t bring up concerns until one person feels the need to. Perfect example, the shower handle became loose to the point it kept falling off. Seems like an important item to mention. It took 15 guests for one person to mention it.

Helen350
Level 10
Whitehaven, United Kingdom

@Juan63 Americans seem to have over-emphasized expectations of privacy by British & European standards, (judging by attitudes here, on this post & others. One of my moaners about no bedroom lock was Canadian.)

 

It's enshrined in UK law that rooms do not need locks in the LANDLORD'S OWN HOME, and that the landlord has the RIGHT of access to his own bedrooms without permission from the person renting. - Obviously good landlords will be respectful & sensitive about the times they enter, & not barge in unannounced when the guests are in, but the tenant does not have the right to deny access to the landlord. In houses where the landlord is off site, the landlord does not have right of entry without prior notice. 

 

When I've had stays of more than one night in a UK B&B, I've always assumed the landlord may need access whilst I'm out... it's his/her house, who am I to deny access to one of his/her own rooms? UK houses are small, some b&b owners will need to keep personal belongings in the room, & may need access during the stay.... UK houses are small, so if you like to keep away from the host/other guests... do your homework re size of spaces, no. of guests... or book an entire place! - or hotel!

As @Alon1 said, if bedroom locks are important to you, then just ASK before you book! (I now have it in my house rules/other things to note, that my bedroom doors do not have locks. )

Juan63
Level 10
San Antonio, TX

Law is not an issue here so not sure why it’s even brought up. I would also find it odd that you think a host would need access to the room your staying in regardless of limited closet space. That doesn’t seem like a good reason not to have a lock.

Helen350
Level 10
Whitehaven, United Kingdom

TROLLING ^!

Sarah977
Level 10
Sayulita, Mexico

@Juan63  I host a private room in my home for 1 guest only. The door to the guest room does lock from the inside and out, but that is only because it opens onto an outside balcony, rather than onto a hallway or other place within the house. If it did, there is no way I'd put a lock on the outside of the bedroom door- a host would always have keys to every lock in the house anyway, so it would only give the illusion of privacy. If a guest isn't going to trust the host they are sharing a home with, just as the host has to trust the guests, then they should be booking entire places.

I do agree that a guest should have a way to lock their door from the inside, as it makes a person more relaxed that no one can open their door when they are in there, and if there are multiple rooms being rented to unrelated guests, I can see where an outside lock on the door may be warranted.