Revenge Reviews

[Diane591]

@Catherine-Powell 

I am still upset about a revenge review that was allowed to stand; the guest was very intelligent and knew just how to word his review so that it would be accepted. We had a very difficult time getting bookings after that review which came at a very crucial point due to Covid. If any of the "help center" people would have fairly looked at our past reviews and or the fact that I reported the guest during his stay, I am certain the review should have been removed.

I find it terribly unfair that a guest is able to break house rules (which were agreed to AND a contract signed) and still be able to leave a harmful review out of revenge. Not a correct way to treat a "partner". Thoughts please?

[Linda108]

Your five listings have ratings between 4.9 and 5...  Not sure what you are referring to either, @Diane591 .  Is it possible that you are a co-host for a listing and we cannot see that listing on your profile?

[Anonymous]

@Diane591   As I'm sure you already know, the individual star ratings left by a guest are not visible on your listing. The only thing someone considering your listing can see from this review is:

"Diane was a very nice host! The Airbnb could have been in a better location but overall we had a good time!"

This is not the kind of review that makes people decide not to book a property. And anyway, it's well buried by subsequent reviews, and your rating averages are in great shape. I do agree that it would be better policy to block star ratings when a stay has reported violations or damage claims associated with it, but we've been saying this for years and Airbnb has zero intention of implementing that. 

My thought is that you can do yourself a favor and let this one go. 

[Diane591]

Hi Andrew,

I lived in Berlin and you are correct - in Berlin this review would not matter.

However, in Port Franks, a sleep little cottage community serving Ontario Canadians, it makes a huge difference...

I agree, I will "do myself a favor and let this one go".

[Anonymous]

@Diane591 Perhaps there's a subtlety I'm missing, but "the Airbnb could have been in a better location" really doesn't strike me as a remark that would be a deal-breaker to someone who was already searching in that location. The fact that you weren't getting many bookings in May/June 2020 can be attributed to a lot of things, starting with the fact that the entire global travel industry was in freefall and people were afraid of losing money on bookings that new restrictions might make impossible. 

Is your belief that this review cost you bookings based on any actual evidence?

[Sarah977]

I can't believe you have all these complaints about the guest and left him a review which basically tells other hosts he was a fine guest. Why did you lie? If you're going to say you gave him low stars, that's immaterial to hosts like me who don't use IB- we can't see guest star ratings, we only have your written review to go on. So judging from that, Lee looks like a great guest.

@Diane591

[Diane591]

Thank you for your concern. I always give my guests a full rating because the one time when I didn't, they trashed me over the entire internet. Airbnb is not the only place a guest can leave a review. I did not say he was great at anything. When I leave reviews for good guests, it says so... great communication, followed policies, welcome back, recommend, etc.

I did not lie, but thank you for the basic attack. Isn't the internet fun, especially when people have time.

[Sarah977]

You said it was a pleasure meeting and hosting this guest, which it obviously, according to your own words here, wasn't. I call that a lie and I think most other hosts would as well. This is how horrid guests get to go on to book more places and create unpleasant experiences for other hosts, just as he did to you.

If you don't wish to spell out what a bad guest did in a review, there are code phrases other hosts will "get", like "Guest stayed 3 days". The guest would have no reason to trash you on social media for that. The alterative to writing a bad review for a objectionable guest isn't to write a review making them sound like a good guest.

@Diane591

[Diane591]

Thank you for your input Sarah. 🙂 May only the best come your way. Peace 

[Diane591]

Thank you Airbnb community for your input. I never realized that this was actually open season. 🙁

I apologize for offending the community and will be sure to not do it again. Honestly, I do not have time for the attacks or insensitive input - I wonder when our world changed so drastically. Not sure about all of you, but my day starts at 5 am and ends at 10 pm, 7 days a week. I love hosting my guests and having them around and that is where I choose to put my efforts every day. Again, please accept my apologies and it would be great if I would not get messaged any more about my wrong doings - I have heard and understand. Thank you 🙂 Please everyone have a blessed day, week, month and year.

[Colleen253]

“It is still a world where we are entitled to an opinion”. Those were your words, @Diane591 

I didn’t see any attacks in your post, only alternative views and opinions. Pretty much what you can expect when you post on a global public forum.

[Emilia42]

@Diane591 Literally, every host here is trying to talk you off the ledge: "It's fine, don't worry about it!" "Let it go!" "The review really isn't bad, it won't hurt you."

But we only see what we want to see. You are convinced that "very nice host and we had a great time" is filled with negativity and for that, I can only wish you a life without so much stress.

[Ann72]

@Diane591  I think your central question is Why does Airbnb allow revenge reviews and ratings to stand?  You are not alone among the legion of hosts who have been asking this question for years.  I searched "revenge reviews" for you on this forum to see how many posts there have been:  https://community.withairbnb.com/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=f...

(Ignore the first one lol - I forgot I had posted that a year and a half ago.)

Even though Lee's review didn't seem bad to me, and I agree with others that it wouldn't deter guests from booking, it's still important for you to add your voice to the clamor about revenge reviews.  The most sensible solution I've seen proposed is to remove one outlier review a year.  That would help a lot of hosts who have experienced what you have.

I had one like yours this year - low stars, nice written review.  I had already reviewed the guest nicely before I discovered the problem and put through a resolution that resulted in her low-star review.  My only recourse was to ask Airbnb to remove my nice review from her profile.  Maybe you would consider doing that with your review of Lee, so future hosts are not misled?

[Diane591]

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@Ann72 wrote:

@Diane591  I think your central question is Why does Airbnb allow revenge reviews and ratings to stand?  You are not alone among the legion of hosts who have been asking this question for years.  I searched "revenge reviews" for you on this forum to see how many posts there have been:  https://community.withairbnb.com/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=f...

(Ignore the first one lol - I forgot I had posted that a year and a half ago.)

Even though Lee's review didn't seem bad to me, and I agree with others that it wouldn't deter guests from booking, it's still important for you to add your voice to the clamor about revenge reviews.  The most sensible solution I've seen proposed is to remove one outlier review a year.  That would help a lot of hosts who have experienced what you have.

I had one like yours this year - low stars, nice written review.  I had already reviewed the guest nicely before I discovered the problem and put through a resolution that resulted in her low-star review.  My only recourse was to ask Airbnb to remove my nice review from her profile.  Maybe you would consider doing that with your review of Lee, so future hosts are not misled?

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Thank you very much @Ann72 for your kind, constructive criticism. I did not know that was an option. I will contact Airbnb and request that my review of Lee be removed. Thank you again for your kindness - it takes so little... 😊 Please have a wonderful day!

[Colleen253]

Having a review removed is less an option, more a possibility, and a slim one at that, @Diane591 

Please, for the sake of the Airbnb hosting community, of which you are a  member (benefitting from other hosts honest reviews) just leave honest reviews for troublesome guests. 

[Anonymous]

@Colleen253 @Ann72   As a guest, when I read a listing's reviews, I book with greater confidence after finding an exception that proves the rule. It's implausible that one place is going to be everything to everyone and get perfect marks 100% of the time, so it's helpful to see what things the fussier guests found room for improvement - and most importantly, what character the host showed in their response. It confirms to me that the place isn't "too good to be true," and helps me make a more educated decision.

I think we're all capable of spotting the difference between an outlier review and a problematic pattern. And for those who are so preoccupied with looking for fault that they can't see the positives - well, those guests are also going to leave a lackluster review, so probably best if you don't get their business.