This comment is so irrelevant. When an average score is calculated incorrectly, I unfortunately have to rely on customer support to fix it. Unless you know of a way for a host to gain access to AirBNB’s backend to fix it myself?
No it isn’t. Can I ask why the score is so very important to you? Why do you need gratification?
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Totally understand the frustration when there’s a glitch like this on their end you’ve got no power to solve. Hope it resolves for you in future if you do choose to stay on.
That said as a whole I will say the AirBNB is by far the best platform I’ve dealt with over the years as I list with VRBO and Bookingdotcom as well. Compared to those two the AirBNB app/system is worlds ahead, and though this might be hard to believe, their customer service is alot better as well.
Like any platform, it’s just a matter of whether the benefits you gain are worth the time and effort put in (and dealing with any of the spanners in the works that come up on occasion).
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We have a Shepherds Hutin the UK and have enjoyed high levels of occupancy with the first 76 reviews awarding five stars in each category, awarded Super host, guests favorite and in the top 1% of providers. We then had one guest who marked us down in three areas. Without our knowledge a contractor had arrived a day early to fit a new five bar gate, some fourth meters from the Shepherd’s Hut and understandably this upset our guests, they marked us down on Accuracy, location and value for money.
Our Star rating fell to 4.8, since when we have enjoyed a further 54 reviews all of which have been five star but our rating has only risen to 4.97. Airbnb inform us that we will never be able to reach the 5* rating again. In honesty it has made little difference to our bookings, it is more a matter of pride, we are now considered as being in the top 5% of providers. I ask whether this is truly fair, it removes the incentive to strive for better.
I am of the opinion that Airbnb should considder amending this disincentive and for example, take into consideration the circumstances of the poor mark.
In general we are very happy with the service we receive from Airbnb but are disappointed by their lack of insight. That is, had my moan and God speed to all who read this post.
V
So if you had a 100% 5 star rating would you stop striving to do better because you couldn’t raise your average above 5 star? Is that fair? Should they have 6 and 7 stars?
I have a 4.98 with over 700 reviews. I have a one star review I was given in error, a 3 star review and several 4 star reviews. It is possible your average will go up from 4.97. No, it cannot ever be 100% 5 star because you have to have all 100% 5 star reviews.
Is it fair to say that math isn’t fair?
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It doesn’t surprise me that it made no difference to your bookings. Very few guests bother with star ratings anyway.
Over the years I’ve talked to many guests about why they chose us and our 5 star rating and superhost meant nothing to them.
It’s really not worth worrying about. It’s your business and as long as you know that you are giving excellent service and get fantastic reviews, then that is what you should be proud about and not some outlier star ratings.
Let’s face it, we’re adults in business, not schoolkids expecting a gold star.
Star ratings are quite subjective, not based on some hard facts. And we can’t control what ratings guests think are appropriate. Therefore, I’d advise you not to conflate your ratings with a sense of hosting self-worth.
If a host consistently gets less than 5*s, obviously improvements would be in order, but an occasional 4 star review isn’t anything to pay attention to.
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