Dear fellow hosts,
I urgently need your help. I am a super host with 5 star reviews almost every single time for the past 4 years. My total rating is 4.96.
Today was the first day of a new booking. The guest before sending the request informed me that she was on another listing but she will leave as there was noise from the street. She repeatedly asked me about the state of my flat regarding noise and all the available air-conditions in the flat. I was always getting back to her with the exact information about the flat.
Her initial request was for one week, but she asked me to let her know in case i receive any booking requests as she would have liked to extend her stay - something that i did when i received another request. She then extended her reservation to two weeks. Due to Covid, I'm mostly using self check in. When she found out about it, she wasn't happy and requested an in person check in. Which i also arranged for her.
Today she checked in the flat and she requested to change her reservation to one week as she thinks the building and the flat are in bad condition and she will try and find something else. She is constantly sending me messages about every single detail in the flat. I have of course accepted her booking alteration request. I am a bit shocked to be honest and worried that there is a pattern with this guest.
The flat and building are in excellent condition and never had such a comment before. Now, I am really worried about my status as a super host and how the guest's review will impact my profile. Any advice from you will be much appreciated. I have tried to accommodate her needs as much as possible but she will still find things to message me about and complain.
I would hope you could give me your advice on how to review her and what to write. Also, if I do get a bad review/score (almost certain at this point) will it be visible if I don't review her.
Thank you so much for your time and help!