Ratings Reports

Three reports on the answers guests give to the questions you set under Guest ratings. Every one of them is built from those questions, so what appears here is decided entirely by what you chose to ask — a subject you never ask about never shows up as a problem.

All three show an average per rating question alongside the overall average, which is the more useful of the two: an overall score of 4.1 can hide cleanliness sitting at 3.2 and staff at 4.8, and the per-question column is what separates them.

• Overall Ratings:
  • Scores over time, one row per period, so you can see whether things are moving rather than only where they stand. Summary cards give the Overall average rating, the Highest rated question and the Lowest rated question — named, not just scored, so the thing to fix is identified for you. Columns: period and average overall rating, with a column per rating question. Watch the trend rather than the absolute number: a property holding 4.2 for a year is in better shape than one that fell from 4.6 to 4.3.
• Ratings by Guest Country:
  • The same scores grouped by where the guest came from, with an Average rating by country chart. Summary cards give Total countries, Top rated country and Lowest rated country. Columns: country, average overall rating, and the per-question averages. A country scoring consistently lower is usually an expectations problem rather than a service one — language on signage and in communication, breakfast that does not suit them, or something your listing promised that reads differently in translation. Check how many guests are behind each row before acting: an average built on three stays is not evidence of anything.
• Ratings by Stay Length:
  • Scores grouped by how long the guest stayed, with an Average rating by stay length chart. Summary cards give Total stay length categories, Highest rated stay length and Lowest rated stay length. Columns: length of stay, average overall rating, and the per-question averages. This is the report that finds problems the others cannot see, because the two ends fail for opposite reasons. One-night guests mostly rate arrival — the check-in queue, whether the room was ready. Long stays rate everything that wears thin: housekeeping frequency, laundry, the same breakfast on the ninth morning. If your long stays score worse, the fix is in the routine, not at the front desk.