A Guest Left a Positive Comment But a Low Star Rating — Can I Fix It?
When a guest writes a positive comment but leaves a low star rating, the rating still stands — Airbnb won't change a mismatched rating and it isn't removable. Your best move is to politely ask the guest to revisit the rating within the edit window, or to reply publicly pointing future guests to their kind words.
Why the mismatch stays
Star ratings are subjective and Airbnb won't reconcile them against the text — a guest is allowed to write warmly and still rate low (often a misunderstanding of the scale, where they think 4 stars is “good”). There's no policy ground for “the stars don't match the words.”
The two moves that help
- 1Message the guest warmly: thank them for the kind words and gently note the rating seemed to not match — ask if they'd revisit it. Never pressure or offer anything.
- 2If the edit window has closed, reply publicly quoting their positive comment so future guests weight the words.
- 3Keep it light — many guests happily fix an honest slip.
Check your review in ~30 seconds — free
Paste the review. We'll tell you honestly whether Airbnb's policy makes it removable — and give you the exact words if it is. No login, no account access.
Check my review — freeFrequently asked questions
Can Airbnb fix a rating that doesn't match the comment?
No — Airbnb treats the star rating as the guest's own call and won't override it to match the text. The only path to a change is the guest editing it themselves within the edit window.
Is it against the rules to ask them to change the rating?
Asking politely is fine; pressuring or offering an incentive is not. Keep it a genuine, no-strings message — many guests didn't realise the stars read as negative and will happily update.
The window closed and they can't change it. Now what?
Reply publicly and quote their positive words so future guests read the substance, not just the stars. Then let your overall review volume carry the rating.
Sources
This guide reflects Airbnb's own published policies. Verify against the primary source, as Airbnb can update its policy: