We believe it is important not to focus on the star rating alone. Our research has shown that people actually find reviews of listings more believable if they have a variety of star ratings. In addition, a detailed review, even if a “lower” score, provides a much clearer picture of an experience than a five-star review with few details. We encourage our suppliers to respond to all customer reviews, regardless of the rating given. We believe (and research shows) that a supplier’s willingness to address critical reviews builds credibility, shows the responsiveness, and generally creates a more favorable opinion of the supplier and listings.
