How Airbnb Reviews Work and Our Approach to Achieving 5-Star Stays
As we enter 2025, securing 5-star reviews continues to be crucial for success on the Airbnb platform. At The Coastal Project, we are dedicated to ensuring that every guest enjoys a 5-star experience when they book with us. To give you better insight into how Airbnb scales guest reviews, we’ve broken down the key rating categories and shared our approach to consistently delivering exceptional stays.
Accuracy
A listing’s accuracy is critical for guest satisfaction. Our goal is to ensure that what guests see in the listing is exactly what they get. This includes providing high-quality photos and keeping amenities and neighborhood details up-to-date.
Whether it’s a construction project nearby or a new amenity added to the property, we immediately update the listing to set accurate expectations. Guests rate the accuracy of the listing, and we make sure everything is current to ensure they know exactly what to expect during their stay.
Check-in
Smooth check-ins are essential for a positive experience. We provide all check-in information 24 hours in advance and follow up with a quick phone call a few hours before arrival to ensure guests feel confident with self-check-in instructions. This personal touch ensures a seamless check-in process, which directly impacts how guests rate their experience. Our goal is to make check-in simple and stress-free for everyone.
Cleanliness
Our all-star cleaning team plays a key role in maintaining a 5-star experience. They clean the property immediately after each guest checks out, allowing us to accommodate same-day turnarounds. Additionally, our cleaning crew performs regular deep cleans and tests amenities to ensure everything functions perfectly. Guests often base their cleanliness ratings on their first impression upon arrival, which is why we ensure the property is thoroughly cleaned and spotless before each check-in.
Communication
We pride ourselves on being available and responsive to every single guest. Our average response time is 7 minutes, and we are always ready to assist with any questions or needs, big or small. By being a reliable and accessible resource, we ensure guests feel supported throughout their stay. They rate communication based on response time and the reliability of the information provided, and we work hard to exceed their expectations in both areas.
Location
Location is another important factor in guest satisfaction. We provide detailed information about the property’s surroundings and the local neighborhood to set the right expectations. We keep guests informed about any changes or events in the area that could impact their experience.
Additionally, we provide recommendations for popular local attractions and destinations to help guests plan their trips. This thoughtful approach ensures guests can enjoy the area and rate the location positively.
Overall Value
Guests also assess whether they feel the property offers good value for the price. We use marketing insights and tools to ensure our pricing is competitive and fair, providing the best value for the location and amenities offered. We believe that great value goes hand in hand with 5-star experiences.
After guests rate these categories, they provide an overall score, which is visible on the platform. These reviews provide invaluable insights that help us continually refine our approach, ensuring every stay is worthy of a 5-star rating.
Important notice:
RUBT Payment Required
We want to inform you that we do not handle RUBT accounts directly but are happy to help by providing these clear instructions on how to manage your RUBT for your STRO license.
If you received an email from the STRO Administration, it indicates that the Rental Unit Business Tax (RUBT) account for your property is either inactive or has an outstanding balance. To avoid revocation of your Short-Term Residential Occupancy (STRO) license, you must ensure the account is made active and current.
If you have further questions, please feel free to reach out. We will be happy to assist in any way we can.
Follow these Steps:
- Pay the outstanding balance to reactivate your RUBT account. Use the following link to access the payment portal and provide your RUBT account number and PIN: https://www.sandiego.gov/rentaltaxpayment
- Once the payment is complete, provide your RUBT account number and your STRO license number to the STRO Administration to confirm your account is up to date. Their email address is: stro@sandiego.gov
Troubleshooting
- The payment portal at San Diego Rental Tax Payment requires your RUBT account number and PIN to proceed. If you don’t have your account number or PIN, contact the City’s RUBT Administration at (619) 615-1545 or rtax@sandiego.gov to retrieve them and determine the balance due.
- If the payment portal doesn’t allow you to pay the balance after you input your account information, you will need to call (619) 615-1545. They will assist with the process of your payment.
Driving Home Big Wins
Pablo Larios, Communication Team Manager
Pablo has been a tremendous asset to the communication department since joining The Coastal Project. His valuable insights help us anticipate guest needs and build strong, positive relationships with those who choose us for their San Diego getaways.
The team has achieved significant milestones, including reducing response times to an impressive 7-minute average, thanks to Pablo’s dedication and leadership as the Communication Team Manager. We’re excited to see even more wins and advancements from Pablo and his team in 2025!
