I just had a guest leave. She’s from Israel, and seemed pleasant and undemanding, and didn’t say a word of complaint. I had a chat with her the night before she left, and she assured me that everything was fine. She said I was a “great host” (her exact words). She also didn’t fill out the suggestion form - I got the impression she thought none of the suggestions were necessary, and that everything was fine.
Her review was fine. However, her star ratings weren’t. They were.
Overall Experience: 4 stars
Cleanliness: 4 stars Accuracy: 5 stars
Value: 5 stars Communication: 3 stars
Arrival: 2 stars Location: 4 stars
The complete review is (verbatim cut and paste):
Faheem was an excellent host The room is clean and very nice, great location. Definitely recommend for the budget travelers that want to experience the host of a local family
I was particularly weirded out by the 2 stars for Arrival (can anyone enlighten me what the arrival stars are for?), and for the 3 stars for communication. As far as I could tell everything went smoothly. I’m particularly at pains to respond immediately to guests, because often things are time-sensitive, but of course I don’t manage a 5 minute turnaround or anything like that.
My understanding of the stars is roughly. 5 stars is excellent, 4 stars is good but not great. 3 stars means Ok, 2 stars means significant problems, 1 star means bad.
Now, I don’t want to be one of those people who obsesses over their listing, I don’t get paid enough, for one thing. And I realise such an occurrence is far from unusual - I’ve seen people discussing this very same issue multiple times on this forum. But I think maybe it’s worth writing and asking if there were, after all, problems. And why she gave 3 stars for communication and 2 stars for arrival.
So, one question. Should I communicate further via Airbnb’s official message channel, or should I send email to her email address directly? I do have her email address, of course. And does it make a difference either way?