Help me write a message educating new guests about star ratings

21

In my experience, every one of my 4 star reviews have come from a guest I have told no to about something. I just had a same day booking request at 11AM and as soon as I accepted they asked to check in at 12. I said no, the cabin was not prepared for them and I would text them when it was ready. I texted them an hour before check in that they could come anytime. They showed up hours later. Oh well, cue the review…

They checked all the boxes for cleanliness and responsiveness and pictures matched yet gave me 4 stars across the board, yet 5 overall.

It was really confusing at first, then I remembered they were told no.

Whatever, I still have 4.97 overall it does not affect me in any meaningful way, but still its upsetting!

RR

22

What is the check-in time in your listing?

23

3:00 but 90% of the time I message the guests this at 2:00 :

Good news the cabin is prepared for you, the gate is open and you can check in anytime

24

Sounds like they were looking for a place urgently. Why else would they need a lead time of one hour between booking and check-in?

I hope they didn’t leave a 4 star review since you declined the 12pm check-in - which is perfectly legitimate when your check-in starts at 3pm.

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25

When guests ask for special considerations and are denied and subsequently review and rate the host for the denial rather than the grace in which the request was answered Is sadly symptomatic of the crude and very selfish attitude that prevails In the USA today.

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26

Every single one of my 4 star reviews stems from telling a guest no about something. Not every no gets 4 stars, but every 4 star started with a no.

RR

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27

@Thunderlake, I totally agree. We’ve been dinged several times for location even though Accuracy was 5! How does that work??? Value is another of those ratings that are crazy. It’s too subjective.