Review help

[Sue2668]

Someone left a bad review about my place and I don’t know how to correct it.  In my resort we have lockout doors between the suites in case you have a large family that wants to rent the whole house. Otherwise there are double doors with deadbolt locks on both sides of apartments.  Someone left it unlocked and from other side rents walked in on my guest.  Please help no one is now renting with me now.  I went from a 4.9 to a 3 

[Shelley159]

Hi @Sue2668 

Don't worry, your rating is fortunately not 3 overall, it's temporarily down to 4.78 after the last review. Because you don't have a very large number of reviews yet, the average rating can still bounce back fairly quickly, so don't worry too much!

To keep ratings high, however, you'll need to think of ways to address the problem with the door (two guests recently mentioned this). A privacy complaint can potentially cause serious issues on Airbnb, so I would focus on sorting this out before the next guest arrives.

Perhaps a smart lock for the interleading door and a note on the door? The listing presently shows as "entire home" - this could be contributing to guests' confusion.

Also check that the amenities are correct - gas stove and dedicated workspace are ticked, but the guest says they aren't available? In the photo the TV isn't on top of a fridge, but according to the review it is?

It's generally better to rather understate what you offer, instead of creating an expectation that guests may mark down (or request a refund for) if the promised amenities aren't available.

[Sue2668]

Thank you. Unfortunately this Airbnb is on in a resort and I don’t have anyway of putting a note on the door. Do you think I should list it in the verbiage for the listing about the deadbolt? I can tell them to keep the door locked on there side or should I put as multi family units? Also some units have gas and some have electric stoves.  I’m an owner at the resort but they don’t rent just my unit they rent all 1 bedrooms.