One bad rating for "hard to locate" out of over 100 guest stays and Airbnb list it as a reason to suspend!

[Perry44]

I just got an "in danger of suspension" auto message from Airbnb which annoyed me. The last guest gave us a 5 star rating in every category except for "easy to locate". I gave the guest extremely detailed instructions, which, by his own admission, he chose to ignore and use Google Maps instead. Google Maps has the name of the adjoining street, and the street design, incorrect on their map. I have tried to get Google Maps to correct it but, I invite the critics from Airbnb to try and accomplish that task. The guest who got lost, called me and I was immediately able to direct him to the townhouse. After his stay, he had the gall to give the "easy to locate" rating as a "2" because HE  decided not to follow my instructions!

I recently had another guest who made up stories and complained about all sorts of things, I believe because I wouldn't give him a discount for a last minute booking. He booked for 5 days anyway and after the second day, he asked to extend his stay by an additional day to stay in a place he didn't like? Does anyone do that?

If Airbnb wants to impose penalties for random issues, I wish the adjudicators would contact the Host first to get their side of the story. Anyone who has ever hosted more than 50 guests is quite aware that some folks just love to complain!    

[Helen3]

The location rating doesn't count against your overall rating. 

looking at your reviews it looks like you have the 'warning' because you've had several guests mark you down on cleanliness, check in and  value. @Perry44 

it maybe worth you reviewing feedback from your guests to see where/how you could address valid concerns . 

[Perry44]

And then there was Helen .... who suggested I should read my reviews more carefully. Really? In your reading, did you happen to note how many guests specifically commented on how clean everything was? I was a Superhost all of last year with a 4.8 rating and I'm sure you're aware that cleanliness is very much required to achieve that status. That rating was reduced in the last evaluation period, not because we have changed any cleaning processes or personnel, but because we were unfortunate enough to Host two guests, almost in succession, who were untruthful. One guy was frustrated by not receiving a discount so he decided to do what he could to cause problems (seems he has succeeded) and the other was an old American couple who had rarely left their home state and had never visited the tropics. I'm surprised they didn't complain that the beach was too sandy. Thank God they didn't see a gekko or a roach or we'd never hear the end of it.

If, as you state, the erroneous "hard to find" claim didn't play a part in the "Check in" category then why did Airbnb specifically note it as a reason for their warning? 

I guess you were trying to be helpful in your response so I hope you never have to deal with deluded or mischievous guests. 

[Kia272]

@Perry44  I actually read your reviews, and there is a consistent theme of the unit needing updating, several complaints about the dishwasher not working, and a couple about bugs, and lack of cleanliness, as well as hard mattresses and poor water pressure. 

Your failure to acknowledge those things, with you placing 100% of the blame on a couple of "troublesome" guests seems a bit deluded. 

Yes, guests are not always right, and I'm sorry if you ran into a couple who rated you unfairly, but you might want to take some of the feedback in your reviews seriously, and take action to correct some of the issues. 

To quote @Helen3 , "it maybe worth you reviewing feedback from your guests to see where/how you could address valid concerns."

[Perry44]

Thanks for your interest Kia. The unit could definitely use modernizing but that is not misrepresented. One can see from the very accurate photos that it is an older townhouse. Some guests equate older with unclean. Did you read the reviews extolling the cleanliness? The water pressure tank for the whole complex broke down at one time and it was swiftly replaced. The dishwasher is specifically not mentioned as an amenity and is further noted in the "Welcome Letter" as not available. Should I be able to complain about your lack of a swimming pool when you don't list a pool as an amenity? Some folks don't like to read.

I don't "100%" blame the complainers ... just when they lie. The place is kept VERY clean.

Even Goldilocks knew that firmness of beds is a totally personal thing. It's impossible to supply the firmness of mattress for every taste. One man's too hard is another man's too soft.

Have you ever left food out on a kitchen counter overnight in the tropics? Good luck to you and thanks again for your contribution.

[Pk16]

I’m so sorry about what happened to you!

I would suggest removing or replacing the dishwasher. No reason for it to be there if it doesn’t work! Don’t give those unfair “overly judgie” types any ammo! Remove the broken appliance.

May better blessings come your way…

[Mike-And-Jane0]

@Perry44 Rather than being defensive can I suggest you take action. We make it clear that, at certain times of year, there will be the odd spider/web in our apartments. The buggers move in overnight and short of cleaning just before the guest arrives and during the stay there is nothing we can do about it. So I would add a rule that in the tropics there may be the odd Gecko, or bug that gets in occasionally.  Most people love to see Geckos running up the walls but I guess there are some who do not.

[Perry44]

Great idea. Thank you.

[Fred13]

Location was not the reason, and probably not the other issues also. That is an auto-send letter by their pre-programmed computer. In other words, do not take it personally, the machine is just a bunch of wires and plastic pieces attached together. 🙂

[Perry44]

Thanks for the encouragement Fred. As long as the pile of wires and plastic doesn't summarily decide to suspend my account without first consulting me, I will overlook the unjust warning. ('Just visited Belize a few months ago ..... great place!)

[Mike-And-Jane0]

@Perry44 keep trying with Google maps. They eventually removed our private drive from the public road system but it took me 3 attempts over a year. Perhaps enlist the help of neighbours as well to contact them.

[Perry44]

Thanks Mike & Jane. It's helpful to know that I'm not the only Host that has been frustrated by Google Maps'  lack of an email and action plan. You've inspired me to keep trying!