Wow, really bad first experience

[Debbie955]

I left a review for a guest before I was aware of certain issues. I have a broken boat lift, a broken toilet seat that has just been replaced, cigarette butts in the yard and a cigarette burn on the coffee table in my no smoking home. 

I had asked about their plans and they never mentioned bringing a boat. There were in fact several boats tied up to the dock. Some of the rod holders were broken.

There is hole burned in the deck. 

I can only imagine what the neighbors think. I now understand why some communities do not allow vacation rentals. 

I feel violated. They had no history so I can only blame myself. I have increased the price of the rental, added an additional note regarding smoking and will just move on and hope other guests will be more respectful. 

[Emilia42]

@Debbie955 Has the guest reviewed you yet? You have 48 hours to edit the review if the guest has not reviewed you in return. 

[Debbie955]

I missed the dead line to edit. It has been an expensive learning curve. 

[Debbie955]

I am hoping that my lack of experience in handling this matter does not come back to haunt another Host. 

[Colleen253]

@Debbie955 You can always ask Airbnb to remove your review, if you weren’t able to edit it as Emilia suggested. As the author of the review, you have the right. 

You have 14 days to leave a review, so no need to rush. 

https://www.airbnb.ca/help/article/13/reviews-for-stays

[Debbie955]

That is great information. 14 days is more than enough time to check it out and review. Thank you Colleen

[Kia272]

@Debbie955  Never ever ever leave a review for a guest before you (your cleaners, your co-host) have had a chance to check the property thoroughly. You never know what might have happened, even when your guests seem like lovely, responsible people. 

I'm frequently out of town when my guests check out, and although I'm tempted to go ahead and review based on my interaction with the guests, I always wait until I'm back on the property and can check everything thoroughly. 

I would do as @Emilia42  and @Colleen253 suggested. If you're not able to edit the review, you should ask to have it removed. This guest certainly doesn't deserve a good review! 

Better luck moving forward. Kia

[Debbie955]

It has been a lesson learned for sure. I will request removal. 

[Gordon0]

The response to Russel's review of his stay, @Debbie955, won't be seen by him as it's on your page, so it's of little use.

[Debbie955]

I know and I feel terrible. I did residential rentals for years and would never want to pass along my problem tenants to anyone else. This was all my fault. I am working with the cleaning staff to improve communication. We are all new and learning. I will request that my review be withdrawn and hope Airbnb approves my request. It is all I can do. 

[Colleen253]

@Debbie955 Re your response, that's another thing for you to know, and also that you can ask to have your response to a review removed as well. Only future guests perusing your reviews to see if they want to book with you will see your responses to reviews, so use the opportunity accordingly.

[Michael5927]

I have had a similar bad experience but not quite as expensive as this. What recourse money wise do hosts have;

I added a 200 coverage (forgetting the term :))

If the renter leaves you a bad review for whatever reason - what recourse do hosts have.

[Sarah977]

@Michael5927  If a negative review doesn't violate Airbnb review policies, giving you fodder to have it removed, a host's recourse to a bad review is to leave a public response to the review.

But as hosts have pointed out above, your response appears on your review page, not the guest's, and will be read by future guests. So do not address the guest who left the negative review, be emotional or defensive, and keep the response short- simply use the response to clarify any misinformation or make it clear why a bad review was left, i.e. that the guest had no complaints during the stay, and even said all was fine, but when asked to pay for damages, retaliated with a negative, misleading review.