It is very apparent amongst hosts, that many guests are clearly unaware of how the AIRBNB review/scoring system works. As such hosts often receive disappointing review scores and overly harsh criticism for minor issues. Whilst we as hosts should not influence a guests perception of their experience I believe it is necessary to provide guests with some sort of guideline, that would help them understand the scoring/review system, and how it effects hosts and their properties.
I have started the process below, and would welcome input/feedback from hosts so that maybe we can collectively produce a precise guideline that guests can refer to. I think it is important that we try and keep it precise and relatively short, given the "difficulty" many guests have getting round to read anything we provide.
AIRBNB Post stay Review
Guests are encouraged to write a review after their stay.
These reviews give other potential guests feedback, on both the property and the host, and are often vital in giving potential guests confidence in a host, as well as extra information which they may need, before making a reservation.
AirBnb requires that a Superhost status achieves, an average 3 monthly score of 4.8, and non-Superhosts an average 3 monthly score of 4.7.
Averages below 4.7 can see host properties suspended from receiving further reservations.
AirBnb sees a score of 5 as satisfactory and generally meeting,or exceeding the guest expectation, with private feedback given,of minor issues
A score of 4 is seen as not quite meeting a guest expectation, but still satisfactory.Private feedback on why the host did not quite meet an expectation is positively encouraged, so that the host can be aware.Guests are asked to reflect on minor points, before down scoring a host.
A score of 3 indicates that there is room for improvement, as the guest expected a better standard/provision than what has been provided. A host can at times, have their property suspended depending on the review comments,and seriousness of the criticism, pending an investigation.
A score of 2 and 1 are rare, and should only be used when a guest has accurate,honest evidence that the standard/provision was unsatisfactory or unnacceptable. A host will normally have their property suspended when such scores are received, pending an investigation.
All reviews should be fair and honest. Guests are encouraged to discuss any problems/issues directly with the host through the AirBnb messaging system and seek to allow the host to respond and correct any such issues. Private feedback is also available during the review process, for guests to give hosts tips/feedback for improvement, on minor issues.
Reviews should only contain more serious issues that you may wish other guests to be aware of ( having messaged,privately,to discuss the issue, with the host )
For each category that guests are asked to review, the following should be noted :
Accuracy : That the property matched the photographs and description, and list of amenities, as indicated in the host property listing.
Guests should NOT be critical of a property, if it is in fact, as described.
Cleanliness : Bathrooms and kitchens are key scoring areas.
Guests should not be overly critical of minor issues, but provide private feedback, as a more appropriate way of passing on these minor points.
Communication : Response and level of assistance through the AirBnb messaging system. Guests should not be critical of hosts who are unable to communicate in their own language. All hosts clearly state their chosen communication languages. Guests should be aware of time zone differences, in order to allow hosts the appropratie amount of time in which to answer messages
Check-In : Scores should reflect the provision of information/help to reach the property and meet the host, or self-ckeck-in without complication. Guests should not, generally,penalise hosts for arrving late, due to traffic problems.
Location : Guests are merely asked to score the location of the property against their expectation. A host should accurately disclose the location of the property,transport facilities and area, and the score is merely a reflection of that accuracy... NOT a score of where the guest would have prefered the property to have been !! Guests are encouraged to use Google Maps Street View to view a property before making a reservation, in order to make themselves aware of a property/area, before making the reservation.
Value For Money : Guests are asked to score the value for money that they believed the property/experience overall, provided them, excluding consideration for service charges paid to AirBnb, or local tourist taxes paid etc. It is purely a reflection of the overall provision of the property, provided by the host,based on the nightly charge per guest, along with any added service provided by the host... such as good communication, etc. Hosts always welcome private feedback on anything that the guest would like provided for the nightly charge requested.
Guests are asked not to score poorly for incidents that are generally out of the hosts hands....such as a short time loss of internet connectivity, sudden building breakdown of a lift/elevator,sudden change of weather, local company requests to read gas/electricty/water meters etc. Whilst these are, at times, a small inconvenience, they are outside the control of the host, and guests are encouraged not to be critical of hosts under such circ*mstances
