Post lockdown super critical guests?

[Alexandra199]

Anyone else noticed that since opening up again after lockdown guests seem to be over critical and more than willing to mark down for everything and anything?

I have  had consistently good reviews until we were shut down and reopened at the beginning of July. Since then, I have had lots pf requests for discounts and guests trying to bargain with me for their stay. I have decided not to agree to these because as this is my business and I am trying to recoup the losses I have incurred from lockdown. I am pleased to say I have had excellent occupancy.

I have however noticed that guests seem to want to find reasons to find fault. These are really little things but it is becoming noticeable and ever review I receive is getting stressful. They seem to leave a pleasant description of their experience and then hit me with 4 stars in the categories and a  private note saying what they felt was wrong. The last guest decided to tell me that a second toilet would have been useful in a cottage that is advertised as having one bathroom...she marked me down for value because the cottage had one toilet? Really? 

I'm getting really fed up of guests thinking they should be getting more and more. Is it just me?

[Alexandra199]

Surely Superhost matters if the guest filters in Superhost only properties? I have to say I would never book a property with less than 4 stars overall. I am proud of my Superhost status and would be devastated to lose it, hence my original post that started this thread, which was about overly critical guests not listing rankings.

[Ute42]

.

@Alexandra199 

You wrote:

• Surely Superhost matters if the guest filters in Superhost only properties?

That is true.

But as You can see from my chart obviousely not many guests are using the superhostfilter, otherwise superhost listings would be further up in searchresults but they aren't.

[Katrina79]

@Ute42 @Regarding the price and vacancy rate as a determining factor in the algorithm search placement: I raised my prices and was fully booked (therefor increasing the amount of Airbnb fees) and it bumped me up in search as my stats increased so did my placement in search results. 

[Ute42]

.

@Katrina79    

You wrote:

• I raised my prices …... and it bumped me up in search

It may have been that You raised Your prices and at the same time You got bumped up in search results, but there is no correlation between these 2 occurences. Your bump up had other reasons.

[Ann72]

@Katrina79  I'm not disagreeing with you at all.  But I have noticed that as my total number of nights booked increases, my views go down.  I thought that was chiefly because my place doesn't show up in searches for booked dates. 

I'd really love to know what percentage of guests start a search with dates.  I assume that the more experienced a traveler becomes at using Airbnb, the more filters they use, but I don't know even that.  Do you guys have any more intel on filter use @Katrina79 @Ute42 @Huma0 @Robin4?

[Ute42]

.

@Ann72  

The only one in the world who could tell us more about the use of search filters is airbnb, but they aren't telling us. They never told us and they never will.

[Katrina79]

@Ann72 When I reopened one of my suites, I had the nights blocked off my calendar for months and so I wasn’t getting any views. As soon as it started to come available I was getting some views, but not many, it has only been available from September on. One of my other listings I reopened in June and I changed the nightly rate to include an additional cost per night after two guests, where in the past it was after 4 guests. I ended up with almost a full calendar and received a month long booking for July/August. What happened here is my nightly price increased and I had zero available days, so it’s really good! My other listing  that had been idle for months skyrocketed up in the search page even though there were very few views. The only thing I can correlate it to is the increase in revenue attached to my profile. But who knows, I surely don’t have the equation it’s just an observation. 

[Ann72]

@Katrina79  I like what you say about not charging enough if you get all 5s for value! 

This also reminded me of the old Hollywood adage about not believing your own press.  I mean if you're going to believe every word of every 5-star rave, logically you should equally believe the bad reviews.  So the better option - better for a host's sanity - is to remember that reviews come in several sizes.  I give myself 24 hours to contemplate revenge and then move on.

[Madelene3]

@Katrina79  Yes, I can relate to your situations. Lately, I had a few bad guests as well!

This is my first time here. I've been hosting since December 2019 and had 22 reviews with all 5*. I just received a review from a guest that ding me for everything. She gave a 2* overall. What a discouraging! Indeed, I'm upset because I've gone above and beyond to ensure the place is spotless and make sure that all our guests have a pleasant stay at our place. It seems to me that I don't appreciate for what they get. 

Background about this guest: This guest booked our place for 8 guests but checked in 14 guest and a dog at 2AM (yes, 2:00 in the morning). So in the morning (about 8 AM), I airbnb messaged her regarding 6 extra unauthorized guests and a dog.  I sent a $ request for 6 extra guest charged. She phoned me back and apologized after she received my Airbnb message & a $ request. I explained to her that if extra guests would like to stay then she would need to pay extra charged. Otherwise, simply deny the request if they find other place to stay. She told me on the phone that they will leave and not stay at the townhouse. So we ended there. Below is her review. 

Communication: 1* slow responses. This is BS! I always reply to guests within 30 minutes or less. Most often, almost immediate. All of her messages were almost instantly replied.

Accuracy: 4*. What!? Didn't she read my listing description. I think, she was surprised that we have security cameras and was able to count number guests that check into the property.

Cleanliness: 4*. I clean everything from top to bottom. I even pull out refrigerator and the bottom drawer of the stove to dust and clean. I make sure the place is spotless before they arrive. I can't believe that they ding it to a 4.

Check-in: 2*. How? Really! I gave them their check-in code using their last 4-digit of their phone. I reviewed the security camera and found that they did not have any problem unlocking the keypad.

Value: 3*.  I guess  it is a 3* because her additional 6 unauthorized guests had to leave!

I regret that I did not post a review for her! I did not know what to say. This is a lesson learn! Moving forward, I will post all reviews for all guests regardless whether they were good or bad guests!

Her review about us was untrue. I think she was mad that I caught her unauthorized guests and a dog. I wonder will Airbnb remove this review? I have contacted Airbnb, but they have not replied me. I would love to hear your opinions about this issue. Thank you!

[Sarah977]

@Madelene3  I'm sorry you had a guest like this and it's a blatant example of a retaliation review. You won't have any luck getting it removed, I'm pretty sure, because it doesn't violate any of Airbnb's review policy (lies are apparently fine).

Yes, please do leave reviews in the future. There are far too many hosts who shy away from leaving a non-good review, but that is a disservice to other hosts who will then unknowingly get stuck with her because no one reviewed her badly. That old adage "If you don't have anything nice to say, don't say anything at all" is fine when your Aunt Mildred asks how you like the new dress she bought, that you think is hideous and looks terrible on her, because saying that would only be hurtful to her and not serve any purpose.

But reviews serve an important purpose, to alert other hosts as to whether this is a desirable guest or one to be avoided, just as you yourself would appreciate being warned. And since you have 14 days to review, no need to rush into it. Wait until the unpleasant experience isn't fresh in your emotions, and then compose a non-emotional, factual review.  If you're uncertain how to word it, post a draft in the "Host Circle" section here, which guests don't have access to (unless they  also happen to be a host), and get other hosts' input on it, which can help to avoid pitfalls that could get your review removed.

Chin up, you'll eventually recover from those ratings and the written review can be responded to, but keep in mind that your response should only be used to clarify misinformation for the benefit of future guests, and not directed at the guest who wrote the review, as it appears on your review page, not the guest's.

(I'm not actually sure if you have the opportunity to respond to a review if you didn't leave a review for that guest yourself, which is another reason to always leave some review of a guest.)

[Madelene3]

@Sarah977 

Thanks for your reply and encouragement!! 

Yes, I've replied to her review so that future guests can see the other side of the coin.

I realized the replied to her review does not show up on her profile so there is no way other hosts would know about the truth of this guest. Yup... she got away....with a clean slate! Lesson learn! I will not let it happen again!

[Helen350]

BRILLIANT response @Madelene3 !! - You've used her own words against her to make her look unreasonable! And all your future guests will see that the problem was HERS, whilst you yourself were perfectly reasonable! 10/10!

[Debra300]

@Madelene3,

Many experienced hosts do look at the reviews left by guests as part of their vetting process.  So, it's likely that your response will be seen by a prospective host.

[Alexandra199]

This is true, I have a free plug-in on my

computer that shows what reviews a guests has left at other properties. Easily downloadable but will only work on my laptop. 

[Robin4]

@Madelene3 

Yep, that last item......that will guarantee you a bad review every time!

Value: 3*.  I guess  it is a 3* because her additional 6 unauthorized guests had to leave!

The most frustrating thing about using Airbnb from a hosts point of view, you cannot criticize a guest or insist that they obey your house rules.

Time and time again Madelene we have put representations to Airbnb regarding revenge reviews.....we have been doing it of the past 5 years and have got absolutely nowhere. Admin will offer statements about how complex it is to get the framework right to make sure that both hosts and guests are treated fairly. But the reality is they have done exactly nothing to stop a revenge review if the host has the audacity to upset the guest in some way.

You and I Madelene, we are not important to Airbnb, there are plenty of us.....it's guests who keep the wheels of Airbnb progress turning, and the last thing Airbnb wants is, upset guests.

The host has two options when it comes to bad guest behaviour......

1/.....slide it under the carpet, suck up the losses, hopefully not upset the guest, get a reasonable review and get on with life. [preferred Airbnb option] 

2/.....Hold the guest accountable and insist they obey your house rules, lodge a claim for any damage they may do.....and suffer the consequences of a revenge review.

Unfair, of course it's unfair, it breeds unruly guests and bankrupt hosts.....but there is nothing we can do about it! No amount of evidence or logic will shift Airbnb admin to do any serious about this.

It is patently obvious to any human being that a host claim against a guest is going to have negative consequences....the review system is the only way the guest can get their own back.

We have suggested to Airbnb that a guest review should be subject to adjudication in the event of a host claim, but what have we got.......ZIPPO! 

Sorry it has happened to you Madelene but the best way to look at it, this review will slip down the list into obscurity. You have not been hosting a year yet, and a bad review does have a bit of an impact on your performance but look at your other 22 reviews. This one is a bit like the marcher in the Independence Day March......she is the only one in step. 

I don't get too upset about the odd bad review, with over 400 good ones the 2 bad ones I have had say far more about the guest than they do about me!

Just a pity you did not review her though, she has got away clean here which will just make her that much more outrageous in future! You must review Madelene.

Cheers.......Rob