Negative review for listing that indicted there is potential for noise in the building.

[Alison564]

Hi all, 

I have received my first 3 star review 😟 from a guest who stayed for one night for business. In her very short review she stated “ It was very clean but the building the suite was in was quite noisy. Sleep was definitely interrupted.” 

There was no communication from the guest during the night or the next morning to indicate there was  problem. It wasn’t until I was able to view the review a day later that I was aware of an issue and there was still no indication or message from the guest to say what type of noise, where it was coming from and when it occurred. 

In the guests private note to me she went on to say she would have liked instructions for the TV, which we thought was fairly easy to operate but I will add to our check in instructions for future guests.  But I received no communication asking for instructions. She went on to say someone had parked in her assigned parking spot and she had to park elsewhere, but there was no message to myself regarding this so she took someone else’s spot with no regard as to where they would park. Then the final complaint was she didn’t know where to dispose of the garbage, this I have clearly stated in my check in instructions which I don’t think she read at all. So all of this and not one single communication from the guest until it is time to leave the review and because she was negligent in reading about the listing and the potential for noise and where the garbage shed is located she leaves a 3 star review.

So I am disputing this with AirBnb and my first AirBnb support person said it doesn’t go against their review guidelines. I have asked to appeal it and it is being looked at their supervisor now. 

I would leave it alone but I received an email stating that receiving a 3 star review puts my listing at risk of being suspended. I was quite upset and told the support person that the guest was negligent in reading the listing notes and the check in instructions. And I don’t think one poorly rated review should have such harsh consequences. It would depend on what led to the review I would think as well. But for my guest to be allowed to negatively rate me for an issue that is being warned about on my listing is unfair I believe. 

Airbnb support said they would get back to me but I don’t feel very hopeful. 

Thanks,

Alison

[Alison564]

In an update to the above post I have heard back from the AirBnb support supervisor in a very timely manner and the review has been removed on the basis I had noted about the potential for noise on my listing. So if the guest had read this and I suspect she hadn’t I don’t think she would have left the negative review, mind you there were a few things that she wasn’t happy with. We can’t please them all. 
I am glad I pushed to have the supervisor look at the matter, if you believe you are right it is worth the extra time and patience. 

[Rhonda301]

Good for you!!! I’m glad they are helpful. 

[Alison564]

Thanks @Rhonda301 Yes I was too! 

[Kristina46]

Wow! that is really rare! 

[Suzanne302]

@Alison564 

Wow, that's great! You are the exception to the rule as most hosts aren't as lucky when it comes to dealing with CS. Good for you for escalating the issue and not quitting after the response from the first rep.

[Anonymous]

@Alison564   One-night stays are unlike any other type of booking. The guests put very little time or thought into their search process, often just choosing by location or price. They don't read the listing, nor pay much attention at check-in, because they're basically just there to rest, shower, and move on. They don't get a chance to take advantage of all the nice amenities you offer, they don't get to know and appreciate your neighborhood, and they don't relax and settle in. And if something's wrong, they probably won't bother to report it to the host because they're leaving the next morning anyway. So when it comes time to review, the only thing on their mind is how well they slept on that one night.

It's lucky for you that the guest's comment went against the relevancy criteria; had she been more vague about why she was dissatisfied, I doubt you could have gotten it removed. But you'll likely find similar results with one-night stays in the future. You might want to reconsider whether they're worth it, considering all the effort it takes to change the home over.

[Alison564]

Thanks @Anonymous for the advice and that is something we have talked about setting a 2 night minimum and now business has picked up after the lull we had with our pandemic shutdowns we may consider that. 

[Cathi4]

Hi,  We had a nightmare experience in the recent past with Airbnb suspending our listing for an entirely bogus complaint by a guest who was a paranoid schizophrenic.   They refused to tell us the reason and we only knew because he had a second night and I talked to him.  He actually called to retract his weird statement but it still took time to get the listing reinstated.  I don't feel secure or trust Airbnb anymore.  I wish there was an alternate option but ....  : (

[Alison564]

Wow that would be a scary experience @Cathi4 and very unfair when we are at the mercy of our guests reviews whether they are true or not. I have found AirBnb support very helpful though if I have any issue with my guests. 

[Cathi4]

Up until then we always had helpful support from Airbnb.  That one experience changed everything however.  We did further research and found similar and actually far worse nightmares that other Airbnb hosts have gone through with having *all* their listings blocked indefinitely for a totally unsubstantiated reason.  In fact they often don't even know the reason as Airbnb won't tell them.  I only found out because our crazy guest returned for his second night and told me.  It wasn't a review.  He had called Airbnb and told them he thought we had survelleince cameras in the room.  We don't have security cameras *anywhere*, period!  He was totally nuts.  After the fact he wrote in his review to be careful or my husband " might stalk you."  Airbnb removed that.  

Anyway,  I have found a unique work around to the problem which I share when I can because it could save a hosts entire business.  If anyone is interested just let me know.   

[Huma0]

Mmm, well, this now makes me think maybe it is worth calling CS to try to get a review removed for complaining about something that was clearly stated on the listing and when the guest never mentioned those complaints in their review.

However, in the past, I have had a guest who not only complained about something that was stated in the listing, but claimed in her review that she was never told about it. It was not only stated several times in the listing, but she was reminded of it three times in messages before her stay. CS told me that was not in violation of the policy and that it was 'the guest's experience' and refused to remove the review...

I'm guessing @Alison564 got lucky here but, then again, I've noticed more hosts mention here on the CC recently that they managed to get an unfair review removed, so maybe something has changed?

I would be interested to know from other hosts if they have managed to get an 'irrelevant' review removed lately.

[Helen744]

@Huma0 not lately but yes. The ruling is something along the lines of not relating to the guest or hosting experience and another one is , personal comments about the host, as well as,  breaking house rules. Give it a go because the bad stars go with it H

[Huma0]

@Helen744 

Okay thank you. I was wondering more about guests complaining about things that are clearly stated in the listing or houser rules, which they said they had read and were happy with. In some cases, these are things that guests specifically messaged me saying they were okay with, never complained about during their stay but then marked me down for it in the review.

I've assumed that there is simply nothing you can do about that because the CS rep will tell you that it doesn't violate the content policy and that it's "the guest's experience", but what exactly is one supposed to do if a guest tells you before booking that they are okay with something, never mention it during their stay and then complain afterwards?

To me, this is very similar to @Alison564 's experience, which is why I was surprised that she managed to get the review and ratings removed. That was not my experience with CS when I had a similar situation, so I have never bothered trying again to get those sort of reviews removed.

[Helen744]

@Huma0 My co host managed to have a review removed for me although I had been refused once before. He said its to do with Airbnbs rules . So you may want to find them and go thru them very carefully and also all your messages back and forth . Its always worth having another go and pointing out that the guests before and after gave a good review especially if its around the same issue Good luck. It is unfair when good hosts lose superhost when its simply a vindictive guest . a different rep as well may be more helpful H