How to resolve a mistake by a guest in a review

1

I have a guest that left me 4 stars. however every category she left 5 stars and the written review was glowing. While this isn’t dragging me down or anything, I’d love to have 100% 5 star reviews and this is preventing that (leaving my rating at a 4.9 vs a 5.0).

Is there a way to work with AirBnb and the guest to get this changed to a 5 star overall?

2

No. They won’t change reviews unless you can prove there was some kind of blatant lie or abusive content.

3

No. If Airbnb took their time to correct every mistake on stars they would have to raise their fees and hire hundreds of more CS people.

I had a guest leave all 5 in categories, a glowing public review and a 1 overall. I contacted the guest and asked if they would contact Airbnb about it. FYI, she had already booked a return night she liked the place so well. She reported back to me that Airbnb said they couldn’t change it. True or not I just sucked it up. She did make sure to write a second over the top great review and made sure to leave 5 stars the second time.

4

You probably need to start by messaging the guest and asking if the 4 stars was a mistake. Once they acknowledge that you could try contacting airbnb to have them change it. Some guests have crazy thought processes, perhaps he/she intended to leave 4 stars.

5

It might be that all the categories asked about were indeed 5* but overall there was some other factor not included in these categories that you were marked down on. Just as an example, my wife has just stayed in a place where all the categories were worthy of 5* but the host was really very inhospitable and unfriendly - and of course hospitality is not included as a separate marking category. My wife felt that because of this the overall mark was 4*.

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6

That’s a really good point @southendbootboy. I’ve never thought about it before but it’s actually surprising that ‘Hospitality’ has never been a rated category. Particularly because so much of the marketing was focused on this aspect, ‘live like a local’ etc etc. Sorry to hear that your wife had an unfriendly host :frowning:

I still maintain that it is not the fault of the guest for “not understanding how Airbnb reviews work”, it is the fault of Airbnb itself for having such a ridiculous system that 4* is deemed unacceptable.

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7

I had 5 stars overall, and guest gave me a 4 because I require a signed contract.
he found that inconvenient and unnecessary.
As I have mentioned I have whole houses, and I control them very tightly. That means a contract to enter. It is on the listing, and it is stated that it will be personalized to be signed.
Every group. This was a very large group too…Grandparents, Parents, and grandkids, and staying for 8 nights.
He felt put upon, and inconvenienced. I shouldve seen the warning flags and not allowed the booking.