If you host long enough, it will happen.
You’ll open your inbox, see a new review notification… and feel that familiar drop in your stomach. Not because the review is bad — but because it’s not five stars.
And here’s why that stings more than people realize.
The Five-Star Rating System
On most short-term rental platforms, a 5-star system isn’t neutral. If we’re being honest, it’s binary. Five stars is “good.” Anything below that quietly signals a problem.
Think about it this way:
If 1 star equals 0% and 5 stars equals 100%, a 4-star review is already an 80% — a solid B. Not terrible. Not failing. But in this current market… not favored and not competitive.
And when you’ve done everything right, that gap can feel wildly disproportionate.
What’s even more frustrating?
When the written review contradicts the star rating, and one single category rating quietly pulls the entire score down.
That’s the kind of review that makes you say:
What the F just happened?
This case study series exists for exactly those moments.
First, the full review
Before we analyze anything, here’s the review exactly as it appeared — no markings, no commentary. Identifying details are fully covered to respect guest privacy.
Step 1: Start with the good (yes, on purpose)
Always start with the positive.
Research in positive psychology shows that starting from appreciation — rather than defensiveness — helps us think more clearly and respond more effectively. When we lead with criticism, we narrow our thinking. When we lead with what went well, we stay open to learning.
So let’s look at what this guest actually said.
The positives (and there are many):
Overall experience was “generally good”
Apartment was in perfect condition and clean
Air conditioning worked very well
Communication was good and fluid
Location was beautiful, with great beaches and things to explore
Quality-price relationship was correct and aligned with what’s offered
“A good option to stay in Rincón”
And the star breakdown?
Check-in: ⭐⭐⭐⭐⭐
Cleanliness: ⭐⭐⭐⭐⭐
Accuracy: ⭐⭐⭐⭐⭐
Communication: ⭐⭐⭐⭐⭐
Location: ⭐⭐⭐⭐⭐
Read that again.
That is, by any reasonable standard, a really good review.
Step 2: Now look at the negatives — without spiraling — and create an action list
Here’s where hosts often go wrong. We see one critique and immediately jump to: “This will tank my listing.”
Instead, list the negatives calmly and create action items. The goal here isn’t to fix everything — it’s to identify what’s actionable and what’s simply preference. Some feedback simply informs future guests, not future upgrades.
In this review, there were three main concerns:
The bed
The guest felt the mattress was low quality and mentioned feeling the springs.
→ Action taken: Inspect the bed, test it personally, and monitor future guest feedback before making a replacement decision if similar feedback repeats across guests.Privacy / neighbors nearby
The guest felt uncomfortable at times due to nearby neighbors.
→ Action taken: Update the listing description to clearly state that the home is in a friendly, rural neighborhood with neighbors across the street and normal neighborhood activity, especially when using the balcony.Toilet paper disposal (septic system)
The guest found it uncomfortable not to flush toilet paper.
→ Action taken: Move this disclosure earlier — from check-in instructions to house rules, so guests know before booking.
Once the facts are clear, the next question becomes: how did the guest translate this into stars?
Step 3: Interpret the Category Ratings
In this case, the “Value” rating is where the disconnect becomes clear. Despite explicitly saying:
“La relación calidad-precio es correcta y acorde con lo que se ofrece”
…the guest rated Value: ⭐⭐⭐
That single rating is what pulled the overall score down to 4 stars.
Is that frustrating?
Yes.
Is it also useful?
Unfortunately… yes.
Because it tells us something important: for many guests, “fair for the price” translates to acceptable — and star ratings tend to reward experiences that exceed expectations.
Platforms don’t score intent — they score perception.
Step 4: Read between the lines
This guest wasn’t rude. Not careless. Not malicious.
In fact, they were thoughtful, respectful, and clearly trying to be fair.
But language often reveals expectations more than satisfaction.
They repeatedly mention discomfort.
They emphasize what the apartment is not (luxury).
That suggests a guest with higher expectations — not wrong, just different.
And here’s the key question every host should ask:
Was I misrepresenting my space — or was this simply not the right fit for this guest?
After reviewing the listing, nothing implied luxury. It did imply comfort and space — but even comfort is subjective. It is shaped by a guest’s past stays and expectations — and that’s not something you control.
So instead of panicking, the right response is to:
Double-check language for clarity
Tighten disclosures
Accept that not every good guest is the right guest
Don’t defend. Don’t overcorrect. Just clarify.
Step 5: What to do when you get a review like this
If you take nothing else from this post, take this:
1. Acknowledge what the data shows
Five categories rated 5 stars is not failure. It’s proof you’re doing a lot right. Embrace the positives, number the negatives, and address what’s reasonable.
2. Understand expectations — not just preferences
Some guests are satisfied when expectations are met. Others only feel satisfied when expectations are exceeded — even with the same experience.
Your job isn’t to exceed every expectation. It’s to be clear about what you offer, so the right expectations walk through the door.
Frameworks help — but perspective matters, especially with edge-case reviews like this. So, sometimes you need a second set of eyes:
Want help interpreting your own WTF review?
I’m starting a small experiment for hosts who’ve been there
The first 5 hosts who send me a screenshot of a truly confusing, awkward, in-between review will get:
* Free breakdown
* Actionable suggestions and follow-up
* Zero judgment
📩 Send your screenshot to [email protected]
And if you’ve handled a review like this differently — or have ideas about things like better bathroom trash cans, disclosures, or managing guest expectations — drop your thoughts in the comments. This space is for learning together.
🧡 Thank you for being a Ramé Host.
If you’re getting reviews like this?
You’re probably doing better than you think.