Accessibility vs Basement Suite

[Cam4488]

I thought my listing was very detailed but I'm now questioning 

I just had an 89 year old lady stay in our Basement Suite. This was her first booking with Airbnb.

At no time prior to her arrival did she mention that she has difficulty walking and needs a cane.

Normally we receive 5-Star reviews, however she left me a 3-Star review on every section.

So I'm asking for feedback from my fellow hosts, on how I can update my listing to avoid any future issues.

I even met with her so that she could point out potential trip hazards, which I took measures to correct, and sent her photos of the changes prior to her several days before she wrote her review.

Thank you in advance,

Cam

[Diane1026]

I'm assuming it says basement apartment.  Does it say flight of stars to get there?  We have a two story cabin so it does say that there are two floors and a flight of stairs.  There are spots to check off on the site in regards to that I believe.   Good Luck.

[Lorna170]

@Cam4488 

If the apartment is accessed by a flight of stairs, include a picture of the stairs.

If it is accessed by a door at the side or rear of the property, take a picture of the walkway to get to the door.

[Tara0]

@Cam4488 I have very steep (original 19th century) stairs at my listing. I state this in both the main description and again in the 'other things to note' that they are steep and unsuitable for anyone with mobility issues. I include a photo of the stairs, captioned 'The steep stairs!'. (Of course, repeated in the accessibility features section, but unlikely many guests would get as far as to click on it and read this section hidden at the bottom). 

Luckily you have such a great track record that this 3-star rating barely registers.

You say, in your reply to her review, that she told you she was 89 prior to booking but "never mentioned that [she] had mobility issues" - but it would be unusual to be fully mobile at age 89.

A quick google tells me "studies show that about 81% of women experience mobility-related disabilities by age 90, defined as trouble walking a quarter-mile or climbing stairs without help." - so I think you should have anticipated potential issues and checked with her. Fall hazards are potentially fatal with older people, so, if nothing else, you should have considered your public/legal liability. 

I can understand your frustration with her review, but, even though she failed to flag her mobility issues, I feel it should have nevertheless been clear that a woman of 89, and who'd announced she hadn't read your detailed instructions, might have needed a longer and gentler induction than usual upon arrival, to ensure she was fully settled, warm, and understood everything.