Two negative reviews in a row

[Isa20951]

I have had a strange sequence where two guests in a row have left negative reviews when before that everything was 5 stars and happy all the way. I'm not sure what the change has been - it's the same house cleaner but the upstairs people had become noisier. The first guest didn't tell me about the noise but wrote a negative review about it which I didn't see until the 2nd guest had the same experience. The 2nd guest wanted to leave and have a refund. Both complained about the cleaning - but it was small things like some crumbs in the freezer or some dirty dishes. Both had dogs and left crazy amounts of dog hair. Anyways, I'm so upset with the two reviews I don't want to host anymore. I need advice and encouragement. I already solved the noise issue, reevaluated with the cleaner and plan to check on guests instead of waiting for them to reach out. I turned off my listing. Airbnb won't remove either review even though I provided evidence that both contained inaccuracies. The person making decisions isn't available during business hours in the USA. I'm really frustrated and disheartened. 

[Mike-And-Jane0]

@Isa20951 I've not read the reviews but you will not get them removed just because they are inaccurate. I would reply to one saying the issues have been addressed and then move on. Contacting guests pro-actively is fine and a good idea as long as you don't interfere with their stay.

[Joan2709]

@Isa20951 

I don't see your listing and your profile says "Guest" so I'm not able to advise what changes you might try for your listing. If guests are complaining about "Noise" and cleanliness (yes, crumbs in the freezer and dirty dishes are a problem), you would need to address those.

You can post in several places about the noise (in the property info section under Guest Safety, in the Other Details section under Description).

Cleanliness issues need to be addressed with your cleaners. Many Hosts provide a cleaning checklist and require the cleaners to send photos to them after they are done to ensure things are done properly,

[Isa20951]

I have turned my listing back on, replied to the scathing review and updated my listing to reflect the inevitable sound you'll get in a basement apartment. I'm not sure why my cleaner started getting negative reviews. Initially I checked her work but she had her own very large airbnb with solid reviews so I began to trust she could manage it. I need to find a new cleaner who does deeper cleans - since I'm renting 1-3 months and her listing is just weekends. Maybe that's the difference?

[Helen3]

Hi @Isa20951 

As far back as last September yo mentioned to another guest you were concerned about noise from upstairs tenants as you had experienced this when staying so it sounds like you were aware this could be an issue .

In one of the reviews it states the guests contacted you about upstairs noise but the upstairs guests

continued partying to 4 am 

I would have definitely let the guest cancel and given them a refund for any remaining days if you hadn't been able to resolve the noise and cleanliness issues .

[Isa20951]

The refund was planned but I wanted to wait for the review period to end before issuing it which led to a retaliatory review. 

[Joan2709]

@Isa20951 

I would definitely remove the amenities limitation on the listing about the microwave, since you have added one. Even though you are personally against them, most guests aren't and expect one in the listing, so its good you added one.

I agree with @Helen3 , if there is a legitimate issue (noise until 4am from upstairs tenants), it's better to refund the guest right away and not wait. On the other hand, If there is a chance someone is trying to scam you over false claims, that's a different story. This was not a guest trying to scam you for a refund in exchange for a good review. 

Since you can't afford a 3rd negative review (possible suspension of listing), I would go one more step in advising guests about the upstairs tenants and possible noise. Even though you have put wording in the listing about noise, most guests don't read the listing. You might consider advising guests in a pre-booking message (if using instant book), or a message after booking about this being a basement unit with upstairs tenants. Better to loose a booking then get another negative review and be suspended. Something like:

"Thank you for choosing us for your stay and we look forward to hosting you! We want to ensure your comfort during your visit, so just a quick note: our listing mentions that the apartment is a basement unit, and there is an upstairs tenant. While we do our best to minimize any disturbances, please be aware there may be occasional noise from above. 

If you have any questions before your arrival, feel free to reach out. See you on [date]!"

All that said, you have done everything you can to address the issues to prevent them from occurring again, so continue on and wish you the best!