Would you be nervous about getting a review from this guest?

[Suzanne302]

I hope I'm wrong, but I have a bad feeling. Guest has instant booked, and sent a short message including all the info I ask for. She is bringing her dog but did not add the dog to the reservation and I charge a $10 pet fee. I sent an alteration request, with a polite note, adding the dog to the reservation. I hate asking guests for more money, but, my fee is my fee and I need to make sure it's collected. (no response to the alteration request yet)

She has one 5-star review as a guest and THIS is how she reviewed the host:

"The townhouse is in a great neighborhood. Quiet and convenient to stores and restaurants. It was clean and the kitchen had mostly everything we needed.

I didn't appreciate being messaged by K*** on the 2nd day regarding my "HUGE" 50lb dog being out on the deck for less than a couple of minutes at midday and barking at a passing dog. I also did not like having the cleaning crew arriving at 10:10 on the morning of our departure while we were packing up to leave."

The host responded that check-out time is 10am so already, we have a guest complaining when SHE was the one who disregarded check-out time. I'm not worried about the dog, I'm worried this "type" of guest is going to get pissy about me requesting the pet fee (even though it's stated in my listing) and then, I predict her screwing up my 5-stars. Not that it matters, but it's like having a brand new car and you're so careful not to get it dinged. That first ding you get hurts!

In my former listing, I had over 100 5 star reviews, and my ONLY 4 star review came from someone just. like. this. I can smell it. But I hope I'm wrong.

[Kelly149]

@Suzanne302  Could be or not. I’m not sure anymore. But if you have 30 minutes to burn, that’s the price for getting CS on your side. 

ORRRRR roll the dice and call this gal’s bluff “we don’t do 4* here and it seems like you were unhappy before. Can you be 100% happy here??” And see what happens. 

[Suzanne302]

@Kelly149 

Ha! I'm going to let it go. If she dings me, she dings me. I'll still have her money and it's not going to hurt my listing, only my utopia of a perfect 5 stars.

And, if she does end up dinging me, and slips up with anything in the review that goes against the guidelines, that's when I'll roll the dice with CS and compose a compelling argument (with sugar on top) to get it removed.

Pretty sure she never read my listing and just booked the only dog-friendly place under $100. I can imagine her complaining about parking, about the neighborhood, about no tv, about the tiny room. I'm even wondering if she even realizes this is a shared space. ALL these things are noted in my listing, some in more than one place.

But, I'm STILL going to go into the booking with the attitude of super serving her, because that's what I do. If she doesn't appreciate it, that's on her. I can still be proud.

[Jennifer2682]

@Suzanne302 100% YES!  It feels good to be awesome.  🙂  

[Danielle1128]

Oh Kelly, do tell! I’ve had nothing but rotten luck with host CS.  How bad did the profile or comments have to be?

[Kelly149]

@Danielle1128  One that comes to mind is a guest whose ratings weren’t terrible but her response to a review was kind of like @Suzanne302  upcoming guest. “Well, no one told us we needed to tidy up and leave on time, this host is just rude!”

and CS gave me no trouble to cancel them. But I did call them within moments of the IB coming in. 

[Danielle1128]

Thank you, that’s very helpful!

[Huma0]

@Danielle1128 

I have gotten CS to cancel IBs penalty free several times, but the situation was not quite the same. These were either third party bookings (where the booking guest then refused to cancel) or for non-communication (where the guest wouldn't respond to anything despite my numerous attempts).

I had no problem getting CS on my side and getting them to act quickly. I don't know how it would go though if it was more of a gut feeling that the guest was bad news with no specific thing to back it up or you just didn't like the reviews they left for other hosts.

[Danielle1128]

That’s really good to hear. I’ve only interacted with CS for other issues and they were thoroughly unhelpful. I was just concerned that level of service was the same throughout. Thanks!

[Mark116]

@Suzanne302 Oh you're not wrong. Complaining that the cleaners arrived when she should have already been gone...that's a no. @Kelly149  Don't hosts still get 3 IB cancellations a year?

[Suzanne302]

@Mark116 

I just get the whole ick vibe from her. Torn between sucking it up or using a get out of jail free card with CS. I really hope I'm wrong and I can knock her socks off, but I get the feeling she's one of those people that probably would never give 5 stars even if things were perfect. She booked this morning and her reservation is for this Friday, I guess I better decide soon.

[Suzanne302]

UPDATE: She did accept the alteration request adding the $10 pet fee. All I can imagine now is her complaining about having to pay such an exorbitant a pet fee in the review. *sigh*

And I did a search for pet-friendly listings in my area for the date she booked. There are only 22 properties available within 30 minutes. And aside from a campsite, they are all $150+/night. I'm $85/night with no cleaning fee. So, she probably didn't read anything about my listing and just saw I was the cheapest option from a very small list of options.

[Helen3]

Sounds like you need to put your prices up @Suzanne302  🙂

[Genaro18]

I mean this all in good fun, because now I know what my panic-stricken messages look like to other people, and it's all fine and dandy until it's happening to YOU.

- the youngsters say to me "Dude, relax". ---> Your stats make you sound like an Airbnb Master (note: omission of the meaningless term Superhost)

- Yes, this situation is going to at least give you a "less than 5 star review" Where do I bet on that? Easy money.

- $10 pet fee? It's almost not worth it and from the seriously great listing you have, I don't see the cost/benefit to leave it out --but brag like hell "NO PET FEES for your beautiful 4 pawed friends!" (that way you don't get the service animal snakes or peacocks) or the human versions of same. 

- COVID "period" shredded my years established status as Superhost, and after a grief period that was seriously embarrassing, [and thoughts that i'd get only the homeless in my city for $19 a night] . . . NO - with serious re-branding, we are better. (yes, my very first night doing Airbnb was $19 homeless who wouldn't leave)

- HEY EVERYBODY...... the future is HERE. LOWER YOUR BLOOD PRESSURE and face the good and bad news together, 

1. AIRBNB NO LONGER owns the entire industry or even has a monopoly on the concept. WIDEN YOUR LISTING ON OTHER PLATFORMS.

2. The few rogue agents who love power can wreck incredible havoc,  in some cases --it CANNOT BE UNDONE. LIFETIME SUSPENSIONS HAPPEN ---sometimes not only to the wrong people, but even the VICTIMS can be punished AS OFFENDERS, (good hosts don't call about every little thing, so we become victims when we are on defense not offense) REMIND YOURSELVES: when no phone support exists to any department with real authority, appeals are unread, you are cut off. BRANCH OUTWARD! Have ANY of you called and spoken directly to TRUST AND SAFETY department? or AUTHENTICITY SPECIALISTS? Even if you thinkyou did - you didn't. They only call outbound - and god forbid you were in the shower, or sleeping at 2AM? That was your only window to tell your side of a story verbally, "please submit within 24 hours so no one can read it". 

3. YOU CAN BE TOUGHER here and overall. Your entire message says clearly - YOU ARE AN AMAZING HOST! You care, more than most, and you treasure your heard earned reputation!! Put your foot down (Softly at first, perhaps) Do you have kids? Think of a hot stove. 

4. APOLOGIZING. If you just needed to vent on us, the other hosts. .. BRAVA!!!! This is the place. I hope you don't apologize that much to THE GUEST who doesn't take a polite hint at 10:10am when your clean up crew merely "shows up" (assuming by everything else about you, you didnt make a scene or rush her out)

I wish I had your verbal and written diplomacy game . . . you are very worth of over 100 5 star reviews.  im  sure of it by word, tone and deed.

good luck with this "b..." (sorry...had to)

[Suzanne302]

Hahahaha! @Genaro18  thanks for making me laugh! You are 100% correct that we should stop worrying about the stars. I can certainly handle this woman, and I'm happy to take her money, but you bring home the point that many of us still are chasing those reviews.

I take immense pride in my reviews because I do believe I super serve my guests in every way possible and it makes me feel good to make people happy! And here I am stressing not because I'm worried about what the guest might do while she's here, but of her power to put a "ding" on my perfect listing reviews. Time to take away her power over MY state of mind.

[Richard531]

Shooting for 5-star perfection is a noble quest that should never need to be explained (and certainly not EVER apologized for).  Only select listings/hosts can run their businesses at the 4.99-5.00 level with hundreds of reviews proving their greatness.  Strive to do it, and continue to do it.  

Kill this guest with your kindness and lovely hostessness (is that a word?) and get your deserved 5-star review. 

I'm looking forward to hearing the good news when it comes in for you!