Our first five bookings gave us overwhelmingly good reviews with 5 stars across the board. A friend of my wife who is also a host smiled and told her "Just wait". It wasn't long.
Late on day 11 of their 13-day stay guest texts to tell me she found "another" bug. I was horrified and offered to have a pest service over the next day. Said no, she didn't want to make a big deal of it, just letting me know for future guests. I apologized profusely and said I wished she had let me know sooner.
She leaves a two-word review: "nice place" and gives us 3 or 4 stars in every category, destroying our 5.0 rating.
Value: 3 stars - This is high season, but we felt bad for her predicament and gave her a discount. She shows up in a Porsche.
Location: 3 stars - The property is in an affluent, quiet residential area on a very nice, tree lined street. There are million-dollar properties up and down the street. She lives in the area and knows the location.
Accuracy: 4 stars - Our listing is 100% accurate. No professionally staged photos or anything like that.
Communications: 4 stars - I had sent her two "is everything to your satisfaction" texts over the course of their stay. Positive response each time. Responded to her queries within minutes.
Cleanliness: 4 stars - AFTER telling me about the bugs, she said "it's a great clean house"
I am furious that she destroyed our 5.0 rating.
They showed up with a dog that wasn't on the booking. There are two cups and spoons missing. I gave her a positive review, don't want to sweat the small stuff.
I know nothing can be done about it but I'm torn whether I should reply to the review or not.