Guest Review System (updates)
Thank you again for all your comments and feedback on the new Guest Review System (GRS). You have once again amazed us with how quickly this community has grown into a channel through we which we can gain constructive product feedback.
Any new review system can lead to a lot of questions and confusion. And that’s why we carefully read all the comments you post in the community. We would like to explain you more about several key points of the new review system.
A score gives you an idea of the guests’ experience
A score is a way guests share their feedback with other guests and partners. It helps them make a decision on what place to book. The review system is just a tool. It doesn’t give scores itself. It calculates guest feedback and uses scores as a type of visualisation. If you receive a lower score from a guest, it doesn’t necessarily mean there is something wrong with your property.
But if you consistently receive lower scores all the time, then probably there is a reason behind this. You might consider sharing this experience with fellow partners, so you can get useful advice. Even if you face a challenge like this, there are people in the community who can help you figure out a good solution.
How do we stop guests from mistaken scoring?
When there is a difference of more than 5 points between the average of the subscores and the overall score, guests will receive an alert to warn them about this. By simply alerting them of this detail, we can avoid big discrepancies between the overall stay score and the average score of the 6 categories. This has drastically reduced the volume of such discrepancy cases. We are making more adjustments as well, with the goal of further reducing the chance of mis-interpretation or error on the part of a guest.
New review system is in progress of implementation
The world is changing really fast, and it means we should improve and change our products promptly as well. The review system is currently in the process of implementation. As with any new feature, this particular release has its flaws, and we are grateful that you have helped us identify and address these issues quickly and in the best possible manner. We will continue to refine the new Guest Review System (GRS) and gather feedback from both guests and our partner communities around the world.
This is not our last update on the subject. We will post again when we have further information. Meanwhile, please continue to share feedback here or directly through our help center. We keep reading, monitoring and sending your feedback to our production teams. Together, we can build the best products for both partners and guests.