4-star review advice

[Johnny Duray]

I’ve run into this problem twice now in 3 weeks so I’m starting to think “It’s not you, it’s me” and looking for some advice.

Someone leaves me a 4-star review. Zero issues during their stay. I reach out and the convo goes like this...

“Hi. I saw you left a 4-star review, anything we could have done better for you?”

“Nope. Loved the place. Had a great time. We’ll be back next year.”

“Ok great! Unfortunately, a 4-star review lowers our rankings in searches, puts us at risk of losing Superhost status, etc.”

“Oh really?!! I had no idea. I just don’t give 5 star reviews for anything normally. I’d love to change it to a 5-star if I could.”

Then I start the process of trying to get it changed...which is somewhere above brain surgery but below putting someone on Mars in terms of difficulty level. I was successful once with VRBO after weeks of back and forth. Just had the same thing happen on AirBNB and don’t even want to think about what this might be like.

I know a 4-star review isn’t the end of everything, but I want to reserve those reviews for when I actually have issues that deserve one. I don’t want to “waste” my 4 stars on misunderstandings like this. I’ve tried editing my wording in my automated messages to indicate how I’m trying to provide a 5-star experience, but I’ve stopped short of saying “If you’re going to give us anything less than 5-stars please reach out before doing so.”

Should I go that route?

[John McGonigal]

Hi, we normally prep the battlefield by sending a checkout message on the morning of departure that mentions the review process. We feel it isn’t too intrusive and helps educate the guest on why 5-star reviews are helpful... We received a similar message from a host after we stayed at an Airbnb and modified it substantially for our Branson STRs. 
So far, we’ve received 5-star ratings for 73/75 Reviews left by guests. Of the three 4-star reviews we received, we forgot to send the morning update, or it was before we started sending the checkout message. 

“Good morning XXXXX! We hope you’re ending off your stay with a smile on your face :)

As a reminder, check out is by 10AM.

Later, you'll have the opportunity to leave a review of your experience with us as hosts and our condo. Because AirBnB considers anything less than a five star review overall to be poor, we Airbnb hosts live and die by five star reviews. That’s why it would mean the world to us if you could leave a five star review reflecting the positive aspects of your stay!

Also, as new hosts, we are always looking to improve. Please feel free to send us a private message with your feedback, so we can keep hosting more amazing guests like yourself!

We hope to see you again next time you visit Branson! The easiest way to find us is by clicking the heart ❤️ icon on our listings in your trips, so AirBnB saves it for you.

Thanks again for your stay and safe travels!”