Four Stars Aren’t a Compliment

By Shelley Galbraith, Chair – Short Term Rental Association of San Antonio (STRASA)

One of the biggest surprises for new short-term rental hosts is this: when a guest leaves you four out of five stars, it’s not a compliment. In fact, it can hurt your business. On Airbnb, you need a 4.8 average to keep Superhost status. Even a 4.7 average means you lose that visibility boost that drives bookings. Guests often don’t realize how much weight these ratings carry.

That’s why it’s so important to guide the guest experience from the very beginning—not with pressure, but with thoughtful, professional communication that makes guests feel cared for at every step of their stay.

First Impressions Upon Arrival

Think about your own travels. After hours in the car or juggling flights, the smallest frustrations can pile up: trouble finding the door, confusion about the check-in process, or uncertainty about where to park. Guests arrive tired, sometimes stressed, and their very first moments at your property set the tone for the entire stay.

This is where communication is everything. A short, clear, and warm message in the Airbnb or VRBO app can make all the difference: “We’re excited to host you. Just a quick reminder: the lockbox is on the left side of the porch, code XXXX. If you need anything during your stay, message me right here in the app—I’ll respond quickly.”

It may sound simple, but that kind of clarity prevents stress, lowers anxiety, and builds trust. Guests immediately feel you’re accessible and that you’ve thought ahead for their comfort.

Checking In During the Stay

A second touchpoint is after the first night. That’s when guests may have discovered small inconveniences—a dripping faucet, trouble with the Wi-Fi, or uncertainty about the thermostat—but might hesitate to reach out. By sending a short, friendly check-in message, you give them permission to speak up before those annoyances sour their memory of the stay.

This is also a chance to add warmth with a personal tip:

“Good morning! Hope your first night was comfortable. If you’re looking for coffee and pastries, the bakery around the corner has fantastic croissants. And please don’t hesitate to message me if anything isn’t quite right—I want to make sure you enjoy a five-star stay.”

Notice how this blends hospitality with reassurance. It’s not just about fixing problems, but about making guests feel you’re attentive to their needs.

Departure and Lasting Impressions

The final stage is departure. One of my recent guests wrote this in my guestbook, "I can't tell you how relieved I was to see a short list of check-out instructions. I am often full of anxiety about leaving the place exactly how the host wants it in order to get a good review."

While I was thankful for the message, I thought of my own experience staying at Airbnb's. When the check-out list is long and detailed, I can see where guests would worry about pleasing the host. (Hey, wait a minute! Is that the way it's supposed to be?)

The departure messaging is when you thank the guest, invite their feedback, and gently open the door for a positive review. A warm closing message through the platform shows professionalism and care:“Thank you for staying with us—we hope your trip home is smooth. Your feedback helps us improve, and if you’re willing to share a review, it also helps other travelers know what to expect.”

It’s also smart to consider a small gesture at check-out. Something as simple as bottled water and a snack bag for the road, or a thoughtfully chosen soap tucked into a farewell note, can leave a lasting impression. These are small, inexpensive touches, but they go a long way in making guests feel special—and people remember how you made them feel.

Why It Matters

Ultimately, professional hosting isn’t about perfection—it’s about presence, attentiveness, and genuine care. Guests will forgive the occasional hiccup if they feel you’re responsive and proactive. But if they’re left to deal with small frustrations on their own, those details can overshadow the good and show up in the review.

Communication throughout the guest journey—arrival, stay, and departure—transforms an ordinary rental into a memorable experience. And when guests feel valued and supported, they’re far more likely to reflect that in their rating.

As hosts, we’re not just managing properties; we’re managing feelings. And the way we communicate is the bridge between the two.

My thanks to my dear friend in Berlin, Germany, Superhost, and member of the Airbnb Advisory Board, Annik Rauh, www.fewo-angels.de, for the inspiration and discussion on this subject.