Detailed guest feedback is invaluable—whether it’s a rave review that encourages you to keep providing standout hospitality or a gentle reminder to tidy up your listing. To help ensure you have all the information you need to be successful, we made a few changes to the process for guests reviewing hosts. Here’s what to expect:
Actionable, private feedback
Hosts have told us that when they receive low reviews, they want to understand why so they can make changes for the next guest. Now, if a guest gives you less than five stars in any one category (cleanliness, accuracy and amenities, check-in, or communication), they’re prompted to give you specific comments on what you might improve. These responses are private, between you and the guest—they won’t show up on your listing.
Specific ways to improve
If you receive four stars for cleanliness, guests can let you know if it’s the bathroom or the floors and carpet that need more attention. If you miss the five-star mark on accuracy and amenities, now you’ll be able to discern whether your listing description or your photos need to be updated or if you need to fix your WiFi. You can update your listing or adjust the experience you offer guests.
More information you can use
The new review process makes it easier for guests to provide feedback, giving you more valuable info. In fact, since the changes were introduced, hosts have received triple the amount of private comments after receiving less than five stars. You’ll get this feedback via email, once your guests have left a review. That’s information you can put into action to make yours a five-star experience, every time.