Post by High Priestess on Oct 5, 2015 3:27:06 GMT
Beverly shared in SEpt 2015
Reviews !
Hi, I'm wondering if anyone has any insight into this problem.
My reviews, thank goodness, have been consistently nice comments but the stars have started not to match the comments. For example, most recently, I have received really nice comments and yet I have been alerted by Airbnb that I received a '1' for Value from a recent guest.
And my Superhost status is in jeopardy because of some 4s. I am wondering if there is a way to investigate who gave the 1 for Value to see why that 1 was given.
Does anyone know the history of why Airbnb only counts 5s as satisfactory reviews and counts every other number against the host?
Thanks !
Peter:
Hi Beverly. I'm not aware of any way a Host can find out what rating any individual Guest has given. In my experience, it really helps to say to the Guest half way through their stay or when they leave something like: "I hope you everything is going great with your stay. I'm trying to get Superhost status on Airbnb, so if there's anything I can do to make sure you have a five star stay, please let me know." If they don't say anything, they may feel bad not leaving you five stars. If they do mention something and you take care of it right away, that also ensures you get five stars.
Beverly;
Thanks Peter, I had felt as if I was 'asking' for stars .... but some people may not know that 4 stars has negative impact. Maybe they feel that nice words and 5 stars, is just over the top. Do you know why Airbnb only considers 5s as worthy of Super Host status ? Thanks again as always for your insights, Beverly
Peter:
I don't know how or why they set their standards at those levels. I imagine they must have ran the numbers at various levels to make sure that the levels set don't make it too hard to get but will also don't allow so many to qualify as to make the status meaningless.
Keith:
I'll disagree with you Peter. I think much of what AirBnB does is experimentation. They're more reactionary than proactive in most of these things. They do something and when people complain or it doesn't work out they change it much more often than they methodically plan and seamlessly execute. They need to educate guests (and hosts) to make it clear what stars mean they can't simply assume that the entire world all understands the same rating system which is exactly what they've done. if they did any analysis, I'd guess they simply counted stars and made a wild assumption based on what was in the system. As people have noticed, the type of guest on airbnb has changed drastically--as, presumably, would be their evaluation metrics. As such, airbnb needs to adjust their thinking--again, they're doing this all after the fact and not proactively.
Keith:
Beverly. Your listing looks awesome.. I've said it before and I'll say it again... you're charging too little.
raise your prices immediately!
it's odd, but people paying little have unreasonably high expectations of what they should get for their money.
charging a higher rate will get you a different caliber of guest who have a different view of what "value" is.
As for Location... I think being very clear about what you're near (which you've done) is as important as making it clear what you're NOT near (which you've not done).
Most tourists don't realize the ocean is far from things.. they don't know that lands end is awesome, but they're wanting to be near fisherman's wharf.
if you say in your listing that you're on the "quiet, peaceful" side of the city "away from all the tourist attractions" and spin it as ideal for people who want to enjoy the REAL SF and not the facade ... I think you'll have guests expectations managed better and they'll review your location better.
So, those are my 2 sugestions.... provide more description to set expectations for guests about location, and raise your prices (probably $50/night)
You may get fewer bookings but I'll bet your total revenue increases and you get better reviews.
I use everbooked for automated prices so I don't have to manage my prices in off season.. if you want to try them, email me and I'll send you a link to sign up and get a free trial.
Beverly:
Hi Keith, I think everything you say is completely excellent. I am going to rewrite the description of location as per your suggestions. If you could send me the information about pricing, that would be great. But you know, I have had young couples coming for a year now, mostly European couples and now that the dollar has gained so much strength against the euro, I don't think those couples are going to be coming to the US in droves as they have been. So, I'm wondering what is going to happen with all of this .... and Americans won't have to take 'staycations' anymore because the dollar is so much stronger ...
Keith
bit.ly/1SORLRK
Beverly:
Hi, I contacted one of my guests with whom I had a very nice interaction and asked her to tell me what I could have done to improve her experience since her 4 took me further away from maintaining my SuperHost status, this is what she wrote back: "I gave you a 4 because we were happy about your location!
I meant to give you a good review.. it is 4 not good enough for you?? In this case.. sorry!!
I think I would have given a 5 maybe for an apartment in the city center and maybe with a king size bed.. but that’s all..! "
But of course, the room I rent is not in center city, as she knew and didn't have a king size bed, also as she knew. And of course, she wasn't paying for a center city room with king size bed. So, I guess that was a missed opportunity to explain how the Airbnb review system works ....
Keith:
Please explain it to her now so she doesn't do this to her next host. Remind her reviews are to be relative to the listing not to the wishes of the guest.
Beverly:
Yes, I did explain it to her so that her future hosts won't be compared to the 'phantom perfect rental !' For some people, I guess, 5 stars are for the Ritz and for not the Richmond ! (at least not the Outer Richmond !)
Keith:
I don't know if it'll do any good, but you may want to refer your conversation to CX and see if they'll offer an adjustment.. a host shouldn't be penalized because a guest's misunderstanding of AirBnB.
Beverly:
I don't know what CX is, sorry
Keith:
AirBnB Customer eXperience team (this is the new fancy word for customer service).
Beverly:
I have tried to find the Customer Experience / Services but can't. Can you tell me where it is located ? I reached out to another guest and here is what she wrote to me: Hello. Beverly! We are now at home!!
It was a very long trip, to Uruguay. I want you forgive me but it was an error that calification, y intended to evaluate the room with the best punctuation. Now I tried to change it but I could not. I am very sorry. Best regards
Peter:
Beverly, the easiest way is to go to gethuman.com, type in airbnb in the black box at the top right, then click on the the blue airbnb link. Then, I like the "They call you instead" feature. Click on that, enter your phone number. Click on "Call Me" Then just wait for airbnb CX to call you. No waiting on hold.
Beverly:
Thanks Peter & Keith, You're sweethearts ...
it is frustrating that what people take the time to do, that is, write a review, isn't taken into account when assigning SuperHost status and getting put to the head of the search engine - i understand of course that written reviews require more than a computer program to assess ...
Gina:
Beverly, it seems to me that your guest, especially, the one who gave you 4 stars because you didn't have a King size bed and not in a city center location, are missing the point. If your room description accurately describes what the guests is going to get, then the guests have no reason to expect more than what you are offering for that rate. In my room description, I very clearly say the bedroom has a queen-size bed. I have only one bathroom which the guest must share with me. Once I had a potential guest asking me if she could have her own bathroom!! I rejected her offer to book with me because I knew she was expecting more than I could offer.
Beverly:
Hi Gina, I do say private room with double bed and private bathroom As per Keith's suggestion, I have just now not only written that the room is near the ocean, but that it is only accessible to _____________, etc. by bus connections. I think one of the problems is also that people think that if they write something nice, which she did, then to give the property a 5 is over the top. I have that experience with a property I rent through Home Away, people write the nicest things and then only give it a 4. I agree, nothing is perfect but still because Airbnb only uses the numbers to determine Super Host status and not the written reviews, I am going to lose my Super Host status in a couple of weeks ....
Beverly:
I also reached out to my contact at Airbnb to express my frustration and he cced my email to someone at Airbnb called Jonny Styron who, my contact tells me, addresses the 'Host Voice'. Has anyone met him or been in contact with him ?
Peter
Yes, Beverly. I know Jonny. He's a good guy.
Reviews !
Hi, I'm wondering if anyone has any insight into this problem.
My reviews, thank goodness, have been consistently nice comments but the stars have started not to match the comments. For example, most recently, I have received really nice comments and yet I have been alerted by Airbnb that I received a '1' for Value from a recent guest.
And my Superhost status is in jeopardy because of some 4s. I am wondering if there is a way to investigate who gave the 1 for Value to see why that 1 was given.
Does anyone know the history of why Airbnb only counts 5s as satisfactory reviews and counts every other number against the host?
Thanks !
Peter:
Hi Beverly. I'm not aware of any way a Host can find out what rating any individual Guest has given. In my experience, it really helps to say to the Guest half way through their stay or when they leave something like: "I hope you everything is going great with your stay. I'm trying to get Superhost status on Airbnb, so if there's anything I can do to make sure you have a five star stay, please let me know." If they don't say anything, they may feel bad not leaving you five stars. If they do mention something and you take care of it right away, that also ensures you get five stars.
Beverly;
Thanks Peter, I had felt as if I was 'asking' for stars .... but some people may not know that 4 stars has negative impact. Maybe they feel that nice words and 5 stars, is just over the top. Do you know why Airbnb only considers 5s as worthy of Super Host status ? Thanks again as always for your insights, Beverly
Peter:
I don't know how or why they set their standards at those levels. I imagine they must have ran the numbers at various levels to make sure that the levels set don't make it too hard to get but will also don't allow so many to qualify as to make the status meaningless.
Keith:
I'll disagree with you Peter. I think much of what AirBnB does is experimentation. They're more reactionary than proactive in most of these things. They do something and when people complain or it doesn't work out they change it much more often than they methodically plan and seamlessly execute. They need to educate guests (and hosts) to make it clear what stars mean they can't simply assume that the entire world all understands the same rating system which is exactly what they've done. if they did any analysis, I'd guess they simply counted stars and made a wild assumption based on what was in the system. As people have noticed, the type of guest on airbnb has changed drastically--as, presumably, would be their evaluation metrics. As such, airbnb needs to adjust their thinking--again, they're doing this all after the fact and not proactively.
Keith:
Beverly. Your listing looks awesome.. I've said it before and I'll say it again... you're charging too little.
raise your prices immediately!
it's odd, but people paying little have unreasonably high expectations of what they should get for their money.
charging a higher rate will get you a different caliber of guest who have a different view of what "value" is.
As for Location... I think being very clear about what you're near (which you've done) is as important as making it clear what you're NOT near (which you've not done).
Most tourists don't realize the ocean is far from things.. they don't know that lands end is awesome, but they're wanting to be near fisherman's wharf.
if you say in your listing that you're on the "quiet, peaceful" side of the city "away from all the tourist attractions" and spin it as ideal for people who want to enjoy the REAL SF and not the facade ... I think you'll have guests expectations managed better and they'll review your location better.
So, those are my 2 sugestions.... provide more description to set expectations for guests about location, and raise your prices (probably $50/night)
You may get fewer bookings but I'll bet your total revenue increases and you get better reviews.
I use everbooked for automated prices so I don't have to manage my prices in off season.. if you want to try them, email me and I'll send you a link to sign up and get a free trial.
Beverly:
Hi Keith, I think everything you say is completely excellent. I am going to rewrite the description of location as per your suggestions. If you could send me the information about pricing, that would be great. But you know, I have had young couples coming for a year now, mostly European couples and now that the dollar has gained so much strength against the euro, I don't think those couples are going to be coming to the US in droves as they have been. So, I'm wondering what is going to happen with all of this .... and Americans won't have to take 'staycations' anymore because the dollar is so much stronger ...
Keith
bit.ly/1SORLRK
Beverly:
Hi, I contacted one of my guests with whom I had a very nice interaction and asked her to tell me what I could have done to improve her experience since her 4 took me further away from maintaining my SuperHost status, this is what she wrote back: "I gave you a 4 because we were happy about your location!
I meant to give you a good review.. it is 4 not good enough for you?? In this case.. sorry!!
I think I would have given a 5 maybe for an apartment in the city center and maybe with a king size bed.. but that’s all..! "
But of course, the room I rent is not in center city, as she knew and didn't have a king size bed, also as she knew. And of course, she wasn't paying for a center city room with king size bed. So, I guess that was a missed opportunity to explain how the Airbnb review system works ....
Keith:
Please explain it to her now so she doesn't do this to her next host. Remind her reviews are to be relative to the listing not to the wishes of the guest.
Beverly:
Yes, I did explain it to her so that her future hosts won't be compared to the 'phantom perfect rental !' For some people, I guess, 5 stars are for the Ritz and for not the Richmond ! (at least not the Outer Richmond !)
Keith:
I don't know if it'll do any good, but you may want to refer your conversation to CX and see if they'll offer an adjustment.. a host shouldn't be penalized because a guest's misunderstanding of AirBnB.
Beverly:
I don't know what CX is, sorry
Keith:
AirBnB Customer eXperience team (this is the new fancy word for customer service).
Beverly:
I have tried to find the Customer Experience / Services but can't. Can you tell me where it is located ? I reached out to another guest and here is what she wrote to me: Hello. Beverly! We are now at home!!
It was a very long trip, to Uruguay. I want you forgive me but it was an error that calification, y intended to evaluate the room with the best punctuation. Now I tried to change it but I could not. I am very sorry. Best regards
Peter:
Beverly, the easiest way is to go to gethuman.com, type in airbnb in the black box at the top right, then click on the the blue airbnb link. Then, I like the "They call you instead" feature. Click on that, enter your phone number. Click on "Call Me" Then just wait for airbnb CX to call you. No waiting on hold.
Beverly:
Thanks Peter & Keith, You're sweethearts ...
it is frustrating that what people take the time to do, that is, write a review, isn't taken into account when assigning SuperHost status and getting put to the head of the search engine - i understand of course that written reviews require more than a computer program to assess ...
Gina:
Beverly, it seems to me that your guest, especially, the one who gave you 4 stars because you didn't have a King size bed and not in a city center location, are missing the point. If your room description accurately describes what the guests is going to get, then the guests have no reason to expect more than what you are offering for that rate. In my room description, I very clearly say the bedroom has a queen-size bed. I have only one bathroom which the guest must share with me. Once I had a potential guest asking me if she could have her own bathroom!! I rejected her offer to book with me because I knew she was expecting more than I could offer.
Beverly:
Hi Gina, I do say private room with double bed and private bathroom As per Keith's suggestion, I have just now not only written that the room is near the ocean, but that it is only accessible to _____________, etc. by bus connections. I think one of the problems is also that people think that if they write something nice, which she did, then to give the property a 5 is over the top. I have that experience with a property I rent through Home Away, people write the nicest things and then only give it a 4. I agree, nothing is perfect but still because Airbnb only uses the numbers to determine Super Host status and not the written reviews, I am going to lose my Super Host status in a couple of weeks ....
Beverly:
I also reached out to my contact at Airbnb to express my frustration and he cced my email to someone at Airbnb called Jonny Styron who, my contact tells me, addresses the 'Host Voice'. Has anyone met him or been in contact with him ?
Peter
Yes, Beverly. I know Jonny. He's a good guy.
