Hi, I have 21 reviews with 4.2 average rating, How many 5 s...
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Hi, I have 21 reviews with 4.2 average rating, How many 5 star reviews would it take to bring my profile to 4.8? Thanks in a...
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We recently hosted a couple that left us a really bad review which misrepresented many facts. Do we reply with the facts? We are superhosts and this is the only bad review we have had in 10 years.
I would respond as briefly and neutrally as possible with future guests in mind (and then be sure to respond to several positive reviews so this isn't your only response-- thereby calling it to attention):
If it were me, I would express:
- so sorry my dog got away from me off leash. Although I ran to stop their enthusiasm, I understand your dogs were scared and it probably got your stay off on the wrong foot.
This certainly isn't the norm. (Gives context for future guests)
- we do ask for email addresses before check-in to send a PDF, which cannot be sent through the platform (this way it won't be a surprise or concerning to future guests)
- its true we ran out of charcoal. Since we supply a gas grill, charcoal grill & utensils and we were out of town, most guests use the gas grill or supply their own charcoal.
- I assure you that no part of the inside cabin can be seen from the outside. My husband did deliver a new grill, but left right away. We'll will be sure to notify guests anytime we plan to come into the property in the future.
Right after the PDF comment- maybe say, "the 1 stay you had previous to ours may not have required a rental agreement, but it is something required by our insurance and is fairly standard."
@Ximena54 Yes, by all means, respond. Keep it brief, be professional. Resist any urge to disparage the guest. A response will only appear to your future guests and is meant to reassure them that booking with you is a good idea, which a calm, pro response and your other reviews will do.
I responded to our guest with the recommendation @Lenore22 in
I send her a refund for the whole weekend, do not want to deal with her again.