Creating a fairer AirBnB review system.
About
One major issue with Airbnb that affects users daily is its review and star rating system. It’s simply unfair and drags down the overall Airbnb experience. As a result, many users have turned to more traditional booking websites instead. My goal is to create a fairer review system that helps prevent the loss of future hosts and clients.
Project Type: UI/UX
I’d like to preface I have no affiliations with Airbnb and this case study was driven by my personal interests.
Why airbnb reviews are a problem for the site?
Airbnb reviews create problems because hosts fear unfair ratings that hurt bookings, while guests hesitate to be honest, leading to biased and unreliable feedback.
Example of effusive and retaliatory review form reddit.com
Problems For Guests
Negative reviews are permanently linked to your profile, which may deter honest feedback.
Few negative reviews on Airbnb suggest not all properties are as perfect as they appear.
Fear of inaccurate and retaliatory reviews
Hard to tell whether a place is good or bad according to reviews
Problems For Hosts
Airbnb’s 5-star system is misunderstood; many think 4 stars are fine for a good stay.
Too many 4-star reviews can trigger warnings and risk removal of the listing.
Fear of inaccurate and retaliatory reviews
What AirBnB has done so far
The problem was discovered by Airbnb. Every single listing falls between 4.3 and 5.0 stars, making it hard to tell from the graph. However hosts still get upset when they get a 4 star review.
So they changed their UI from star representation to decimal representation . But did not fix the system.
The Scale isn’t the same for everyone
For Guests
For Hosts
Key Word Search Function
Helps users find relevant features quickly based on commonly mentioned keywords.
Use Percentage Scale
Use of percentage scale which allows for more granularity
Anonymous Review
Helps reduce retaliatory reviews, where hosts might rate poorly out of spite or guests might leave a negative review due to minor issues.
How might we create a fairer rating system?
92% guests said the place was excellent
22 reviews
Superhost
host
Saint • Stayed for a week
Excellent Overall
I had an amazing time staying at this property! The host was incredibly welcoming and attentive, making sure I had everything I needed throughout my stay. The kitchen was fully equipped with all the tools and appliances I needed to cook meals comfortably, which was a big plus. The bathroom was spotless and well-maintained, which made it feel very fresh and relaxing. I highly recommend this place to anyone looking for a clean, comfortable, and well-equipped home away from home. Would definitely stay again!
Anonymous • Stayed for a week
Good Overall
The apartment was clean, comfortable, and in a great location, close to public transport and local shops. The host, Kevin, was responsive and quickly resolved a minor issue with the heating. The only downside was some street noise at night, which might be an issue for light sleepers.
Overall, a great stay and I’d recommend it for its location and attentive host!
Users must scroll through a brief policy carousel before writing a review
Diverge then converge method. Ask users about the details of the listing place first, then ask them to provide an overall feedback.
Allow AI to detect hateful language and limit it. Allow users to flag biased and retaliatory reviews.
Impact
All users mentioned that they are less likely to leave a review based on strong emotions, preferring instead to write more objective reviews based on specifications and facts.
Eight users said that percentage ratings gave them a better sense of how good the place was compared to decimal ratings, while the other two were unsure.
One user mentioned that he didn't like the diverge then converge approach—rating specific attributes first and then providing an overall rating—because they found it too time-consuming.
Conclusion
A fairer Airbnb rating system requires transparency, nuance, and safeguards to ensure reviews are both meaningful and reflective of guest and host experiences. By refining the rating process and providing users with more context, Airbnb can create a system that is more accurate, trustworthy, and helpful for everyone involved.