Bad review risk of suspension or removal

[Lara1597]

Hello !  I have an issue with my listing I'm a new host the property is been rented 3 times my first guest didn't complain only trouble finding the address but is the way the property is located but I don't have control of that is the way Air bnb has it , the 2nd guests complain about mattress too hard the cameras outside and now there saying that probably we have cameras inside and absolutely not we don't is illegal and the address again,the 3 guest complaint about the water pressure that I didn't have control of that because the city was working down the street and we let them know ,the address again and the maintenance that is a lie the house is very clean before any guest arrive they just got mad because I told them try not to use the washer so often because the water pressure is low now I'm in a risk to be suspended or removal because of bad reviews, I already provide all info that the air bnb is asking but now I have to wait until they get in touch with me and I didn't claim all the things guest num 2 and 3 broke I just let it go for a loss ...

[Bhumika]

Hi @Lara1597, Hope you are doing well! 

I was just having a look at your host profile and noticed that your listing is still up and running. (Glad!!).

Did you get in touch with the Customer Support team about it again or heard back from them since you posted?

I am also reaching out to our experienced members if they have some tips for you on how to deal with such kind of situations: @Helen744 @Eric5317!

[Helen744]

@Lara1597 Lara your stars are down to three so that is not good . I understand that you could do nothing about the water pressure because of city works , but you can do something about communicating this to the guests. Its always a good idea to offer the guests movie tickets or a meal out if something is so inconvenient . The other major stepping stone is the directions to the home . I would actually, at least for a little while try and put ' the exact address ' on your listing as the guests are finding Airbnbs location confusing. Communicate with the guests in every way possible , make sure to double up all messages via the Airbnb messaging.Until you are comfortable that the arrival problem for your guests is sorted out than call and give very clear address details before their arrival as 'location ' not being accurate will lose you a lot of stars. What are the cameras for ?If you are not a hands on host then I suggest that the 'boxes ' are alarming to people and must be explained. Some new hosts really think that being 'hands off ' with this type of listing is a good thing. It is not and I suggest that a lot more communicating and a co host who shows up to assist guests is vitally needed here . Good Luck .. H