It may seem counter-intuitive, but it’s the host’s duty to communicate things that could be a potential issue or a turn-off. The good news is, you can do so in a way that uses flowery language or humor to turn a would-be negative into a positive.
With this guest, the best approach I’ve found is to try to shift their pre-conceived notions of what a ratings system is, and educate them on how AirBnB’s is different.
“Did you know that AirBnB begins to penalize hosts who fall below a 4.7 star rating? We have many positive 4 star reviews — because many people believe that AirBnB’s stars are like a hotel’s rating system. Unfortunately, the AirBnB rating system is not built that way! A four star review significantly and negatively impacts our overall rating, making it a challenge for hosts like us to maintain our listing and earn a living.”
Many guests are surprised to discover the issue with ratings. After all, through AirBnB’s own system, they are told to give 4 stars for a good experience, and 5 stars for a great one. They have no idea that too many 4 star reviews and their favorite summer getaway will no longer be available due to suspension.