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New Review System - Overall Rating is only dragging our scores down

I love that the Smiley system has been removed, the new 1 - 10 system makes much much more sense to both us and to the guest HOWEVER the Overall Rating option has so far only proven detrimental to our review score.

I get that some people wanted the overall rating to be guest chosen due to the location score bringing their overall down (which it does for us - location is our lowest score too) but this change is not helping at all.

Might be an Australian thing or tall poppy syndrome or something else but so far our reviews where the guest has chosen the overall has not reflected their comments or their other ratings. 

The beauty of Booking.com generating the Overall Rating is that it removes some of the subjectivity by using the 6 scores to create a more Objective Rating. 

 

Example #1 - Guest left a glowing review, 10/10 for every item plus an additional rating. Overall score was a 9/10.

10 Star Review turned to a 9. 10 out of 10 for every aspect, no cons listed and pro comment of :Very clean room with a great bed and sensational shower, the TV was quite large and the reception was excellent. The hosts were very friendly and knowledgeable and made us feel welcome and at home. The food was of a very high standard and the dining area was warm and friendly. All in all a great stay over and definitely stay there again.

 

Example #2 - Comparing one old version, self calculated review to the new version. The new version is overall higher rated but a flat 8 score vs the old style review is 8.8 despite having 2 score rated lower.

8.8 review with the old system vs a 8 review with the current system - old 8.8 has 3x 10/10 and 3x 7.5/10 but the new 8 has 5x 10/10 and 1x7.5/10

 

 

To be fair we have had one review that goes the way that the location bemoaners wanted:

Instead of getting a 9.6* Overall Rating for a review that was 10/10 for everything except the location at 7.5/10, we got a 10* Overall Rating. Going to say that this is a buck to the trend.

Which is a gain of +0.4, vs the examples that had losses of -1.0 and -1.6 respectively. Not worthwhile in my book but more of the issue is that the guests arent going to be able to compare apples with apples with the new heavily subjective method of calculating the Overall Rating. 

Bring back the old Overall Rating calculation but leave the new 1 -10 ratings I say.

 

 

 

 

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3 Replies

7
pibomarco

It wasn't really about the location, or any other section. The problem was score 7,5. Although it is considered as very good score (based on the review system that BDC have set) a lot of hosts felt the score was unjust when they received it. That was basicly the main reason why hosts pushed and wanted an overal score from 1 to 10. That's how I saw it.    

10 days ago
1
Alexandra Coles

I was basing my location comment on a conversation we had with our booking.com rep who had specifically mentioned that people were upset with getting poor location scores and that bringing down their overall when it was the guests fault for not looking at the location when they booked (this was more to do with city hotels I believed)

As per my post, the 1-10 scoring system is awesome and I love it - the overall rating score is where the issue is. 

9 days ago
7
pibomarco

I am one of those where my Location is rated "lowest" mostly because I am distant 2km from the center. Although I am located on a easy accessible and beautiful spot, sorruanded by nature with 0 neighbours. Basicly the location is our advantage, but some guest rated it lower based on the distance to the point of interest.

Still the problem was that hosts considered 7,5 score as poor. As per your post, will 1 - 10 solve the issue with "location"? I tihnk it would have a negative impact even more, since it is more likely to receive lover score then 7,5. 

Anyway I am not getting enough reviews with the new system to make a proper comparisment. But I received two reviews where overall rating was higher comparing to sections. Perhaps we should wait to acumulate at least up to 100 reviews to see the real picture.

9 days ago