Post by High Priestess on May 30, 2016 6:35:39 GMT
Super Host Gordon :-) shared on AIRBNB Products and updates
www.airbnb.com/groups/content/content-102079
Super Host Gordon :-)a year ago
5 Star rating system use in Asia
HI all,I think Airbnb needs to think about how Asian guests in Asia are very reluctant to give 5 stars
The culture is to really only give 2-3-4. And very rarely at the extremes of either 1 star or 5 starsI have had had many talks recently with my Asian guests to confirm this. Only by chatting with them was i able to explain how the Airbnb system worked and how we normally rate things in the West.Have any of you that are Asia based experienced the same with your Asian guests?
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Stephanie and Steven
Andrea
Rick
Ricka year ago
I have been told that the French have similar habits because "nothing" is 5 star perfect
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Salvia
Salviaa year ago
I have very little experience with guests from Asia but the System is not flawless with guests from other countries either. Regardless of origin there are guests who on principle don't give 5*. Then there are the ones who have maybe the hotel System in the back of their minds and seldom can a listing compete with the star rating applied on them. Another problem is that very often the rating for the location or surroundings (which is out of the host's control) overshadows the other categories. And last but not least guests "mix up" their rating because they rate (automatically?) an aged or historic building/neighbourhood as less premium or even less clean just because it is not brand new or refurbished. It is hard to explain all this right to guests and still - perception and taste remain to be individual.
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mark
marka year ago
Hi Gordon,
I currently host in Asia with my Taiwanese partner and have lived a long time in a number of Asian countries. We can honestly say that the "culture is to really only give 2-3-4" has not been our experience. From our experience the difference from how "we normally rate things in the West" does not apply to day-to-day life or to Airbnb reviews. Not too sure who the "West" is - perhaps not the French according to Rick?
As Asia comprises 30% of earth's land area, and currently 60% of the planet's human population perhaps it is we in the "West" (or Airbnb ?) who need to learn a new rating system. It's interesting you have had this experience, but as I say - it has not been ours at all.
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Super Host Gordon :-)
Super Host Gordon :-)a year ago
Interesting that you say that Mark. Here in HK we have a number of mainland chinese or SEA's visiting and i might have needed to be more specific. Probably half of my guests are mainlanders. Although I have only had 80 guests in the last year with only one room. You might have more guests of more experience. ... yes i understand that the compass of china is ESWN, so maybe my compass needs to be recalibrated
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mark
marka year ago
It is an interesting idea. 90% of our guests are from Asia, and I mean all points of Asia. Overall they are equally discerning as guests we gave had from Norway or Canada. I haven't checked your listing but hkg accommodation is expensive and always has been, homes/apartments tend to be 'compact'... Perhaps expectations of size/value/cost are not being met? The Hong Kong locals I know, for example, expect a lot but are prepared to pay for it and will acknowledge good service. I think this last point is a general truth for most Asian countries in my experience. I have only traveled in China for a few months many years ago and therefore have a knowledge gap... So you may well be right there.
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Super Host Gordon :-)
Super Host Gordon :-)a year ago
I have always believed in "under-promise but over-deliver" and price accordingly with a modest 39USD a night for a single room. Lucky for me that I am able to keep it booked for 30 days a month with about 6-8 guests. The Europeans / Americans and even SG are consistent and reliable scores, however, my recent conversations with guests from China have caused me to ask the greater Airbnb community their thoughts too
It would be easy for Airbnb to do a datamining with SQL queries to see if my assumption is valid. See how guests fall outside a standard deviation or 2.
Reply Like 2 replies
mark
marka year ago
Nice listing Gordon, and $39 is a bargain for Causeway Bay. Your assumptions may be totally correct, hope airbnb would give you the info.
Stephanie and Steven
Stephanie and Stevena year ago
Not just Asian guests. Lots of people are like this. I think the 5 star hotel standard factors into it too. We are waiting on our first super host review, we knock ourselves out for people and our reviews reflect it, still - our star rating hovers in the low 80's and I am putting off reviewing the first guests of the year in order to keep it Fron dropping any lower.
Annette
Annettea year ago
What I have seen that it is often the American guests who rate me down on things, but their expectations are very high and/or unrealistic. Scotland isn't America, so things are different here. Bathrooms are small(er) than in the US, and our buildings are old so don't have a lift. And 1.5 miles to the castle really is 1.5 miles, but takes at least an hour because it is up hill.
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Carrie
Carriea year ago
I would think that even if it is true that different cultures rate differently as a rule, that it would tend to average out in the end. If one city, for example, got lots of visitors from a particular culture that rated in a particular manner, that the listings in that area (and/or the listings that would tend to appeal to people of that culture) would get similarly rated ratings from their guests.
I feel like I'm talking in circles. Does that make sense?
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Super Host Gordon :-)
Super Host Gordon :-)a year ago
Carrie, what you are saying is true but unfortunately the Superhost program only recognizes 5 stars regardless of culture
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Carrie
Carriea year ago
Well, I think the Superhost program is great for giving oneself a pat on the back, but it hasn't increased my bookings any.
Reply Like 2 replies•1 like
Super Host Gordon :-)
Super Host Gordon :-)a year ago
Hi Carrie, I just glanced at your booking and you have a great home. I didn't look at your calendar but did look at the other properties listed as "similar" Have you considered lowering your price from $55? There are a number of properties that are listed at $50, $48, or $45. Perhaps the price along with having FANTASTIC reviews would increase your occupancy. I know that I chose my price of $39 because i wanted a certain type of guest, to be easily competitive, and to be able to under-promise/over-deliver. Just some thoughts. Congrats on that award winning garden. I seem to be killing my rosemary in a pot, that is on my coffee table. Already lost half since i bought it to withering. :-(
Carrie
Carriea year ago
Thanks, Gordon. Truth is, I have as many bookings as I want. I've managed to keep the price exactly right so that I can be booked about 50% of the time, and have the house to myself the rest. In the warmer months, my rates go up! Keeping any plant alive in a pot on a coffee table is going to be a challenge, and if the rosemary is indoors, not outside in full sun, you should just keep treating it like you would a cut flower (enjoy it while it lasts.)
Stephanie and Steven
Stephanie and Stevena year ago
Exactly. So it doesn't "average out." Because 5 stars doesn't mean exemplary, it means you did everything you said you would do. Unless you get at least 80 per cent 5 star reviews, you won't get a superhost badge and if you're in a highly competitive market, then you'll lose bookings to the people who have that badge. (even if they lie about their listing to get bookings - which some do because let's face it, people who have never been to your town don't know the differences in geography until they're been to both listings which won't happen if the one that stretches the truth also emphasizes to their guests the vital importance of leaving 5 star reviews. There are also people who give friends special offers - say, $10 for a night, so that they can write their own reviews and boost their rating.) There are lots of ways around the system but if you're a person who considers that cheating then these seemingly small things matter. You have to work extra hard to get people to book with you rather than those who know how to work the system.
I can't live with myself if we cheat so I'm stuck with guests who are all over the place in this regard.
Reply Like
Stephanie and Steven
Stephanie and Stevena year ago
I have been paying attention and superhosts in our town do much better than everyone else.
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Stephanie and Steven
Stephanie and Stevena year ago
And you know, Carrie - that is not a helpful response. You aren't in a position to judge what the status does for someone else.
Reply Like 3 replies
Carrie
Carriea year ago
My apologies. In no way did I intend to "judge what the status does for someone else." It was entirely a statement of what I believe it does or doesn't do for *me.*
Julie and Eric
Julie and Erica year ago
Carrie - I thought your response was helpful - not because I agree or don't agree with it, but because it's your opinion and you are free to add respectful opinions on posts in the groups (as you always do), regardless of whether or not someone else is directing you to ignore it. That's what we're here for - to share ideas.
Carrie
Carriea year ago
Julie & Eric. Thank you. I do try to be helpful. Of course, not everyone will find my posts helpful all of the time.
Super Host Gordon :-)
Super Host Gordon :-)a year ago
I have had 78 guests in the last year with approx 350 of the days booked. Hopefully, it has been a combination of location, location, location with a sprinkling of price and positively from the host. Hk is competitive, and I believe for most guests it is about the quality of the location,presentation, and price, plus reviews that contribute to success in Airbnb Or it could be Dumb Luck! ;-)
Reply Like
Stephanie and Steven
Stephanie and Stevena year ago
People should realize, there is nothing forcing you to comment on a post. If it's irrelevant to you, ignore it. If it makes no difference to you - why on earth would you bother reading through all the comments of the people interested in the issue?
www.airbnb.com/groups/content/content-102079
Super Host Gordon :-)a year ago
5 Star rating system use in Asia
HI all,I think Airbnb needs to think about how Asian guests in Asia are very reluctant to give 5 stars
The culture is to really only give 2-3-4. And very rarely at the extremes of either 1 star or 5 starsI have had had many talks recently with my Asian guests to confirm this. Only by chatting with them was i able to explain how the Airbnb system worked and how we normally rate things in the West.Have any of you that are Asia based experienced the same with your Asian guests?
15 comments•2 likes
Follow
Like
Stephanie and Steven
Andrea
Rick
Ricka year ago
I have been told that the French have similar habits because "nothing" is 5 star perfect
Reply Like
Salvia
Salviaa year ago
I have very little experience with guests from Asia but the System is not flawless with guests from other countries either. Regardless of origin there are guests who on principle don't give 5*. Then there are the ones who have maybe the hotel System in the back of their minds and seldom can a listing compete with the star rating applied on them. Another problem is that very often the rating for the location or surroundings (which is out of the host's control) overshadows the other categories. And last but not least guests "mix up" their rating because they rate (automatically?) an aged or historic building/neighbourhood as less premium or even less clean just because it is not brand new or refurbished. It is hard to explain all this right to guests and still - perception and taste remain to be individual.
Reply Like
mark
marka year ago
Hi Gordon,
I currently host in Asia with my Taiwanese partner and have lived a long time in a number of Asian countries. We can honestly say that the "culture is to really only give 2-3-4" has not been our experience. From our experience the difference from how "we normally rate things in the West" does not apply to day-to-day life or to Airbnb reviews. Not too sure who the "West" is - perhaps not the French according to Rick?
As Asia comprises 30% of earth's land area, and currently 60% of the planet's human population perhaps it is we in the "West" (or Airbnb ?) who need to learn a new rating system. It's interesting you have had this experience, but as I say - it has not been ours at all.
Reply Like
Super Host Gordon :-)
Super Host Gordon :-)a year ago
Interesting that you say that Mark. Here in HK we have a number of mainland chinese or SEA's visiting and i might have needed to be more specific. Probably half of my guests are mainlanders. Although I have only had 80 guests in the last year with only one room. You might have more guests of more experience. ... yes i understand that the compass of china is ESWN, so maybe my compass needs to be recalibrated
Reply Like
mark
marka year ago
It is an interesting idea. 90% of our guests are from Asia, and I mean all points of Asia. Overall they are equally discerning as guests we gave had from Norway or Canada. I haven't checked your listing but hkg accommodation is expensive and always has been, homes/apartments tend to be 'compact'... Perhaps expectations of size/value/cost are not being met? The Hong Kong locals I know, for example, expect a lot but are prepared to pay for it and will acknowledge good service. I think this last point is a general truth for most Asian countries in my experience. I have only traveled in China for a few months many years ago and therefore have a knowledge gap... So you may well be right there.
Reply Like
Super Host Gordon :-)
Super Host Gordon :-)a year ago
I have always believed in "under-promise but over-deliver" and price accordingly with a modest 39USD a night for a single room. Lucky for me that I am able to keep it booked for 30 days a month with about 6-8 guests. The Europeans / Americans and even SG are consistent and reliable scores, however, my recent conversations with guests from China have caused me to ask the greater Airbnb community their thoughts too
It would be easy for Airbnb to do a datamining with SQL queries to see if my assumption is valid. See how guests fall outside a standard deviation or 2.
Reply Like 2 replies
mark
marka year ago
Nice listing Gordon, and $39 is a bargain for Causeway Bay. Your assumptions may be totally correct, hope airbnb would give you the info.
Stephanie and Steven
Stephanie and Stevena year ago
Not just Asian guests. Lots of people are like this. I think the 5 star hotel standard factors into it too. We are waiting on our first super host review, we knock ourselves out for people and our reviews reflect it, still - our star rating hovers in the low 80's and I am putting off reviewing the first guests of the year in order to keep it Fron dropping any lower.
Annette
Annettea year ago
What I have seen that it is often the American guests who rate me down on things, but their expectations are very high and/or unrealistic. Scotland isn't America, so things are different here. Bathrooms are small(er) than in the US, and our buildings are old so don't have a lift. And 1.5 miles to the castle really is 1.5 miles, but takes at least an hour because it is up hill.
Reply Like
Carrie
Carriea year ago
I would think that even if it is true that different cultures rate differently as a rule, that it would tend to average out in the end. If one city, for example, got lots of visitors from a particular culture that rated in a particular manner, that the listings in that area (and/or the listings that would tend to appeal to people of that culture) would get similarly rated ratings from their guests.
I feel like I'm talking in circles. Does that make sense?
Reply Like
Super Host Gordon :-)
Super Host Gordon :-)a year ago
Carrie, what you are saying is true but unfortunately the Superhost program only recognizes 5 stars regardless of culture
Reply Like
Carrie
Carriea year ago
Well, I think the Superhost program is great for giving oneself a pat on the back, but it hasn't increased my bookings any.
Reply Like 2 replies•1 like
Super Host Gordon :-)
Super Host Gordon :-)a year ago
Hi Carrie, I just glanced at your booking and you have a great home. I didn't look at your calendar but did look at the other properties listed as "similar" Have you considered lowering your price from $55? There are a number of properties that are listed at $50, $48, or $45. Perhaps the price along with having FANTASTIC reviews would increase your occupancy. I know that I chose my price of $39 because i wanted a certain type of guest, to be easily competitive, and to be able to under-promise/over-deliver. Just some thoughts. Congrats on that award winning garden. I seem to be killing my rosemary in a pot, that is on my coffee table. Already lost half since i bought it to withering. :-(
Carrie
Carriea year ago
Thanks, Gordon. Truth is, I have as many bookings as I want. I've managed to keep the price exactly right so that I can be booked about 50% of the time, and have the house to myself the rest. In the warmer months, my rates go up! Keeping any plant alive in a pot on a coffee table is going to be a challenge, and if the rosemary is indoors, not outside in full sun, you should just keep treating it like you would a cut flower (enjoy it while it lasts.)
Stephanie and Steven
Stephanie and Stevena year ago
Exactly. So it doesn't "average out." Because 5 stars doesn't mean exemplary, it means you did everything you said you would do. Unless you get at least 80 per cent 5 star reviews, you won't get a superhost badge and if you're in a highly competitive market, then you'll lose bookings to the people who have that badge. (even if they lie about their listing to get bookings - which some do because let's face it, people who have never been to your town don't know the differences in geography until they're been to both listings which won't happen if the one that stretches the truth also emphasizes to their guests the vital importance of leaving 5 star reviews. There are also people who give friends special offers - say, $10 for a night, so that they can write their own reviews and boost their rating.) There are lots of ways around the system but if you're a person who considers that cheating then these seemingly small things matter. You have to work extra hard to get people to book with you rather than those who know how to work the system.
I can't live with myself if we cheat so I'm stuck with guests who are all over the place in this regard.
Reply Like
Stephanie and Steven
Stephanie and Stevena year ago
I have been paying attention and superhosts in our town do much better than everyone else.
Reply Like
Stephanie and Steven
Stephanie and Stevena year ago
And you know, Carrie - that is not a helpful response. You aren't in a position to judge what the status does for someone else.
Reply Like 3 replies
Carrie
Carriea year ago
My apologies. In no way did I intend to "judge what the status does for someone else." It was entirely a statement of what I believe it does or doesn't do for *me.*
Julie and Eric
Julie and Erica year ago
Carrie - I thought your response was helpful - not because I agree or don't agree with it, but because it's your opinion and you are free to add respectful opinions on posts in the groups (as you always do), regardless of whether or not someone else is directing you to ignore it. That's what we're here for - to share ideas.
Carrie
Carriea year ago
Julie & Eric. Thank you. I do try to be helpful. Of course, not everyone will find my posts helpful all of the time.
Super Host Gordon :-)
Super Host Gordon :-)a year ago
I have had 78 guests in the last year with approx 350 of the days booked. Hopefully, it has been a combination of location, location, location with a sprinkling of price and positively from the host. Hk is competitive, and I believe for most guests it is about the quality of the location,presentation, and price, plus reviews that contribute to success in Airbnb Or it could be Dumb Luck! ;-)
Reply Like
Stephanie and Steven
Stephanie and Stevena year ago
People should realize, there is nothing forcing you to comment on a post. If it's irrelevant to you, ignore it. If it makes no difference to you - why on earth would you bother reading through all the comments of the people interested in the issue?