Lower than normal reviews -- others experiencing this?

We've been getting some lower reviews than usual lately and I was wondering if anyone else was experiencing the same thing. We tried to make our listing as accurate as possible, but still we find people are rating us lower because we didn't match up to fancier places or hotels. If we don't claim to offer a continental breakfast, is it fair for the guest to lower our rating because they didn't receive one? Likewise, if we are honest upfront about having a dog and baby in the house, or the neighborhood not being "fancy", is it fair for a guest to rate us lower on those points?
I know for a fact that these are the reasons our guests have rated us less than 5 stars because I have reached out to them to inquire. We track our superhost status closely so anytime a review less than 5 stars comes in it is very obvious.
I realize that fair and realistic are not always the same. I'm just hoping to understand how the reviews are meant to work so I can set my own expectations.

Reply 1:

SHort answer to your question:
Yes, I have experienced the same thing.
Yes, guests are not always rating us fairly.
When the superhost program first came out, I was close to superhost status, with 78% of 5 star reviews. I thought well if I try a bit harder maybe I can make superhost. So I worked harder, adjusted listing description to aim for more accurate guest expectations, did more cleaning more often and hired a professional cleaning company too, and the result was.....I'm now at 67% of 5 star reviews!! So my conclusion is -- how guests rate us is quite out of our control! And may not be at all related to our effort or the reality of what we are providing, within the context of what is possible for us to provide. There has been much discussion on some of the worldwide forums, like the two above, about guests rating hosts lower, simply because we dont' offer accomodations like the Hilton or Hyatt or some fancy B&B. About guests expecting to get $200 a night accomodations for $40 a night , and then rating us lower if for $40 a night we are'nt providing to them the services and amenities of the $200 a night place.

Many hosts are feeling "dinged" by guests simply because they are what they are -- and cannot possibly suddenly magically turn into a fancy ritzy place. Guests are not rating fairly, because they should be rating us for what we can accomplish within the context of what we actually are -- eg in comparision to other similarly priced places, other similar homes.

However, the bottom line is that no independent assessment of the fairness of either a hosts' or guests' ratings, can ever be accomplished. So there really is no way to prevent guests leaving unfair ratings -- perhaps for reasons unrelated to the topics they are rating. For instance, guest is miffed because you wouldn't allow them to bring their friend over to your house? Perhaps then they will vindictively rate you down in value, from 5 to 3 or even 2 stars.

I just think it's too bad that our star ratings of guests go nowhere -- guests have no star ratings on their profiles. I think that isn't fair. If they can rate us, and have it be publicly shown, our ratings of them should be publicly shown.

So in sum, I suggest not taking superhost too seriously. I have stopped thinking about it much as I feel that because of possibility of guests' leaving unfair ratings, the superhost system isn't really fair and thus doesn't work and isn't worth investing your energy into.

Reply 2:
I'm super obsessed with my reviews these days and also have experienced lower ratings and guests who won't review at all. It has driven me bonkers to not feel "in control" and to lose my Superhost status, which I am thinking is really not so important anymore, at least not compared with my sanity I agree that trying harder is not the remedy, and I also have revised the heck out of my profile to ensure accuracy yet folks seem to like to complain regardless of my efforts. I am careful to reiterate details I think might be an in issue during pre-booking, since folks don't seem to read too carefully and I want to reduce the likelihood of getting dinged for inaccuracy. It really kills me that guests will overlook the fact that I give them a ride to Bart or wherever or put out special toys for their kids, but it's also a wake up call. I'm learning that it's crucial to stay in my own comfort zone as a host, to be authentic and to set boundaries with myself in regard to "efforting" in order to boost ratings. The most important thing for us as hosts is to feel comfortable and joyful throughout the process and to attract the guests who will appreciate the spaces we so lovingly care for. Just my two cents!

Reply 3:
I agree but then I'm a person who always tends to look on the positive side. I agree that it's best to just focus on those guests who fit best (and encourage more of them) and continue to lovingly care for your space. Your good energy is flowing out there in the world and that is what is important.