Normally I am looking at things from a host angle - but I saw something recently that really made me think. I was an Airbnb guest last week and I saw all the correspondence that Airbnb send to guests, before, during and after the booking.
It was very interesting and useful, especially the request to review (which I share with you below).
As Hosts we are all working towards satisfied guests and lots of bookings. And using Airbnb means we also have to be concerned with the Review System - and the dreaded pressure to achieve 5 Stars. Not only because some of us may want to achieve SuperHost (the jury is still out for me as to whether there are any significant benefits to being a SuperHost - the increased expectations from guests v. a dedicated phone line and a $100 travel credit - hmmmmm, still not sure!) but also the pressure to keep above a 4.5 average, because when you dip below that number Airbnb start to send warnings of suspension and all sorts of negative things. As if the pressure of hosting wasn't enough!
So my question is this - is it fair for Airbnb to have such a high average standard (above 4.5) which basically makes anything lower than an overall 5 Star 'Bad'....... but the email they send to guests after a stay doesn't point this out. It actually reads like this (see below) and I believe this is sending one message to the guest - while sending another message to the Host.
'How was your stay at Fred's place?
Terrible |
Bad |
Okay |
Good |
Great |
Share your experience while it’s still fresh. Your review will help Fred improve and tells future guests what to expect.'
SO IF FOUR STARS ARE CONSIDERED GOOD - and Airbnb sends this explanation out to the guest with the review request - then why such an unsupportive reaction from Airbnb when Hosts get a 4 star review?
Wouldn't most people booking a place to stay to save money and somewhere cheaper than a hotel - wouldn't they be happy with a 'Good' place? And delighted, but not expected, if a place turned out to be 'Great'? So why is it so bad from Airbnb's point of view to get a mix of 4 star and 5 star reviews?
I also agree with the suggestion that Airbnb should wait to send the warning emails until a host receives an overall 4 star review threetimes in a row. That would be more indicative of below par performance than the occasional 4 star overall that some guests just seem determined to give to be difficult or whatever reason they have in their heads.
This email message from Airbnb to the guests (showing 4 stars to mean 'Good' and 5 stars 'Great') is not helpful if Airbnb continue to use a different measuring stick for Hosts (meaning 4 stars is not 'Good' but that you are failing as a Host).
