Confused by review, host not responding to request for clarification

[Daphne119]

Hi all,

I was wondering if someone here could help me figure this one out, although it's a relatively minor issue compared to some of the other posts on this forum. This past weekend, I stayed one night at a family's house with a friend, and everything went fine (other than the keys missing from the lockbox, so we had to phone them to let us in). I left the customary "he/she was a nice guest/host" review, and was expecting the same back.

This was the review they left for me on the day I checked out: "This guest didn't communicate their plans very well. They also left after the agreed time." I wrote in my response that I respectfully disagreed, and gave my reasons. I have also private messaged them on Airbnb asking for more detailed feedback on where they felt my communication was lacking, so I could improve my communication for my next stay, to which they have yet to reply.

Here is my account of what happened: I was asked to give an ETA the day after I booked. Their check-in time window is 18:00-21:00,  so I replied that I would arrive at around 9pm. On the evening of my check-in, I got on the bus at around 8:30pm, and sent another message saying "Hi, we're on the bus coming up from the centre, see you soon!". We arrived about 5-10 mins before 9. There was no key in the lockbox (even though "self checkin with lockbox" is in their "things to keep in mind"), so I went through the list of house rules and phoned the host's mobile number from there. His partner picked up the call, let us in, and did the usual intro to the flat and ground rules.

Although the hosts made it evident that they valued their privacy in the listing, they sent over an even longer list of house rules on the Airbnb messaging platform after the booking was confirmed, including a request to vacate the room and flat by 10:30am. I can't seem to find it on the website listing, but in the Airbnb app the check-out time is 11:00. In any case, I thought it was no big deal and didn't think any further of it. On that morning, we left the place several (no more than 10) minutes past the time we were instructed to leave.

To other hosts out there, since my host was not very clear with their feedback, I was wondering if someone with their perspective could provide me with some insight as to how my actions have led to such a review. Other reviews of this listing were largely positive, and the host has left "xxx was a friendly guest, enjoyed having them to stay, respected our flat, always welcome back" reviews for other recent guests too, so I was not expecting such a response from this host.

[Sarah977]

@Daphne119  Taking your version of things at face value, I don't see anything that you did wrong, or that indicates poor communication, quite the opposite. If you gave an ETA of 9, the hosts certainly should have had the key in place by 8:30 or so. If check-out time is listed as 11, sending you a message telling you to check out by 10:30 is bad form  on the host's part. 

I think you just had the misfortune to encounter a not very nice host, who isn't being very professional about things. Who knows, maybe they had a really bad day, having nothing to do with you, and allowed that to influence their review. That they haven't bothered to answer your question asking why they felt your communication was poor says something about them, right there.

Your response was perfect.  I wouldn't worry about it if I were you- you have plenty of good reviews from past hosts and as a host, that brief review, in light of all your good ones, and with your calm, factual response, I would just dismiss. It wouldn't send up any red flags for me.

[Daphne119]

Thank you Sarah for your input, very much appreciated! I was still in the heat of the disappointment when I made my response, so glad to know it didn't come across too aggressively. Also good to know that it won't affect my future bookings 🙂

[Lisa723]

@Daphne119 sorry that happened to you. As you describe events, the review is unwarranted. Your response to the review is great. In your shoes I would chalk it up to bad luck and let it go. With your reasonable response, in the context of your other great reviews it won't matter much.

[Daphne119]

Thank you Lisa for your input, glad to know I hadn't unknowingly committed a major fault!

[Carol-And-George0]

To all those who host out there. Traveling is stressful, I know (I was a flight Attendant for 10 years). I have talked to travelers and most are very stressed especially if they don't travel a lot. Have some compassion for your guests. everything is strange to them. Give them a little leeway on times. My checkout is 11 and if things are not moving along I address my guest as to the check out time. I also let them know I have new guests coming and I need to clean the rooms. They have always been ok with my gentle reminders.