The Quality Center surfaces several key metrics to help you evaluate the health and performance of your listings. Each score is calculated using a specific methodology to ensure consistency and accuracy across your portfolio. This support article will review each Quality Center tab and explain how these metrics are derived, helping you interpret your results and identify where to focus your improvement efforts.
Overview
The Overall score displayed on the Quality Center Overview tab represents the average star rating across all active, non-deleted guest reviews that include a score. This metric respects any time range and property filters you have applied, so the number you see always reflects the specific subset of reviews you are viewing. The year-over-year (YoY) Average Review Score builds on this by comparing your current period's average rating against the same period one year prior — giving you a straightforward measure of whether your guest experience is trending up or down over time.
The 5 Star Review Rate measures the percentage of reviews that fall at or above 4.5 stars, calculated by dividing that count by your total number of reviews for the selected time period and multiplying by 100. This metric is grouped by time period, making it easy to spot trends in top-tier guest satisfaction. The Host Review Rate tracks how consistently you are leaving reviews for your guests. It is calculated by dividing the number of distinct host reviews submitted by the number of eligible bookings, and multiplying by 100 for Airbnb and Vrbo bookings with departures 30 or more days ago. The 30-day threshold ensures guests have had sufficient time to leave their own review before the booking is counted as eligible.
The Quality Center Overview tab prominently displays overall scores, along with status indicators for whether Smart Reviews (formerly 5-star Host Reviews) and Rezzy AI are configured. You can also dynamically view different time periods or specific owners for PM-enabled hosts by selecting options from the upper-right dropdown lists.
Review your Average Review Score, 5 Star Review Rate, and Host Review Rate by hovering over the associated graphs.
A table of your latest guest reviews is displayed at the bottom of the Quality Center Overview tab.
Reviews
Users can review all reviews in the Quality Center Guest Reviews tab and import or export guest reviews.
In the Host Reviews tab, you can configure Airbnb and Vrbo Smart Reviews, manage Host Review templates, and export host reviews.
Sentiment
For hosts with Rezzy AI enabled, the Quality Center includes an additional Sentiment tab. For complete information, see the Quality Center section of our Rezzy AI Guest Sentiment support article.
Analyzer
The Analyzer tab features the Listing Quality Analyzer (LQA), an OwnerRez tool that assesses the strength and completeness of your listing content. The LQA identifies areas for improvement by checking your properties (i.e., listings) for common mistakes, unsupported content, or incomplete settings, making it highly effective for providing valuable insights.
LQA results are added dynamically to the Quality Center Overview tab, LQA section.