Get guests you can trust— every time

[Lizzie]

Hello everyone,

I hope you are having a good day.

I wanted to let you know that we have updated the booking process to make sure you don’t have to host repeat guests if you don’t want to. Now, anytime you give a guest 3 stars or less, that guest will not be able to instantly book any of your spaces, even if you have Instant Book turned on.

Find out more in our Help Center.

What do you think about these changes? We’d love to hear your thoughts.

Thanks,

Lizzie

[Alison144]

I agree with Heidi.  There should be some type of notification to a guest leaving three stars that this means that they were unhappy with the stay to the point that they will not return.  I am new to hosting and was very surprised that I got a three star review from guests who I thought were lovely and happy and I gave them a five star review.  I do not want these mean people back.  I have plenty of lovely people who want to stay in the house

[Roger111]

We had a wonderful couple from Australia who left us a raving wonderful review but gave us four stars.  I am sure this was a mistake on their part because they did not tell us what we did that made us a four star stay.  It seems very important that if someone wants to leave anything but a five star rating, that they also must provide a reason for that selection so the host can correct the matter.  When anything but a five star rating is selected for a host, the host should be allowed the option to send an Airbnb prewritten verification request to make sure that their rating is correct.  The Guest should be permitted to resend a corrected higher rating or explain why the lower rating was chosen in the first place.  Failure to respond should remove the faulty rating from the Host's reviews and overall rating.  This would eliminate one heck of a lot of abuse and insure the accuracy of these all important reviews.

[Roger111]

Good idea, but since we are talking about getting "guests we can trust -- everytime," we need a way to choose a program that lets us automatically give a DISCOUNT to those guests we want to return.  This would be like adding a section where we can automatically permit say, a 5, 10 or other % discount for guests that have booked with us before with a five star rating, or guests we select to receive such a discount, etc.  This would also guarantee we continue to get "guests we can trust."

[Keith30]

Reading through the comments I realized something that should be addressed regarding guest and host rating.  Guest may give a listing a low rating because it was not a good fit for them or the lifestyle that they are accustomed to. But this is not a reflection on the quality of the listing for the host. But it makes it appear that the host with the listing is below standards when actually it is just A fit for the guest. I've had guest complained that I have too many rules or that my house did not have the updates that they would have preferred. They seemed to be looking for an experience that I never promised. Or a lifestyle that I don't live. None of these are my fault but they gave me a poor rating nevertheless

[Sarah706]

This is a no-go for me because it does not resolve my issues with certain guests. I'm not sure why there isn't just a way to give hosts the option not to let a guest instantly rebook? Like a button or something during the review process? There are times when I get uncomfortable with guests and would rather they not rebook or I get frustrated by an overly demanding guest with unrealistic expectations. Even though they technically were good guests I would rather not let them instantly rebook. I give these guests over 3 star reviews but now you're saying I would have to give them 3 stars or less if I don't want them to instantly rebook? This would not be fair to these guests. You should simplify the process and give hosts complete control over who can and cannot instantly rebook. Make a simple checkbox for this during the review process and problem solved for all. 

[Zephyr0]

I would like to see how many stars each guest has been given. They can see ours, right? I would also like to have access to reviews they have written.

[Momi0]

@Zephyr0  This is very easy.  Just click on their profile, and you can see which hosts wrote about them.  Then click on the host and see what the guests wrote too. I do this FOR EVERY guests who has a review.  But this cannot be done through the mobile app. You must use a computer to do this.  By my reading what the guests wrote versus what their hosts wrote, it gives me a general idea if I want to host that guests or not.  The ones who review THEIR FIRST host with 3 words give me "pause".  Make sense?  I prefer a much more grateful guest.  I have never had a guests review me with 3 words....that's for sure.  LOL  and I usually write between 500-700. 

Airbnb has now updated their review policy in the allowable characters one can use.  Its been shorteded.  Not sure by how much but perhaps bc I write a book on my guests, that could be it.  LOL!!!!!! I think the limit is now 500 because I just wrote a review and it was cut off at 500.  That being said, I have been thanked by various hosts for my elaborate reviews, so I know someone is enjoying it besides my awesome guests.  Plus I put Stars IN THE REVIEW.  Lately its been all 5 Stars which makes writing so much fun for me.  My latest one was 4 Stars and I of course explained why in the review.   Great guy, but he broke 2 House Rules within 24 hours.  Hope this helped you. 

[Zephyr0]

Yes, that helps a lot. How do you find the time and words to write that much? I'm always afraid to write anything negative. I really try to give people the benefit of the doubt.  

[Momi0]

@Zephyr0 

God did bless me with a capacity to remember things and type 98 wpm. haha

But to make sure I haven't forgotten key elements of their stay, below is what I do. 

During each guests stay, I open my Iphone and write things about their stay.  (I even take pics) 

That way I can ensure not to forget anything. It only takes a few seconds to voice text it into their booking I have marked into my Iphone calendar.  Iphone has a NOTES section.  From there, I copy and paste it into my lap top to compose a thorough review.  Its fun to record the "moments" that my guests and I have which makes for a funny inside joke between us which I write about in their public and private feedback to give them a laugh one more after check out.  Quite a few have written "inside" funny stuff into their review about me or in their private feedback making me laugh one more time too.  I especially love it when a guests uses a Hawaiian slang word I taught them in their reviews.  Tells me they are taking notes too.  🙂

 I also take note when a guests borrows things from me to remind them to return it on check out day.  My guests borrow a lot of things from me.  And unfortunately I have not gotten everything back which is why I implement this new reminder system that pings an HOUR before the guests is leaving.  I also note their Airbnb account as to what was borrowed.  In case, its not returned, I can file a claim.  Luckily for our guests, my husbands' work boat is near the airport, so a few have dropped things off to him that were left in their rental car.   Only had to file 3 claims in 2 years.  (one being a iphone car charger) - Knock on wood. 🙂

Oh, and this too.....I hardly sleep.  hahahahah

Hope you are doing well.  

[Owen4]

Why not any guest that has a review of 3 stars or less can not instant book anywhere?

[Viviana62]

Hello. My name is Viviana. I am a host in NYC. All the information in this conversation is very useful. I wanted to get some advice from all of you. What should we do when we have a guest that is not observing the house rules and the reservation is long. I feel that I have to walk on eggshells because if I say anything they will take it out on the review.  

[Roger111]

Viviana, we have other guests that stay with us so if we get an unruly guest, we enforce our house rules to protect our other guests experience.  Unfortunately, right now we are all somewhat at the mercy of a poor guest and may have to suck up a bad review.  Just be honest about your experience and in your review and explain you expect a possible poor review by this guest because you were forced to enforce your rules.  Other guests should understand, other hosts will for sure. 

[Viviana62]

Thank you Roger. I currently have two guests: the one i'm having issues with an another guest that got here a week ago. Yesterday I sent them my updated house rules and manual. The guest that i'm having issues with texted me back saying thank you. The other guest never replied but waited for me to get home and asked me if she was respecting my house rules. She said she was wondering why I sent her that. I sent the update because I have been waking up and coming home to a messy and dirty bathroom while I try to keep it as clean and neat as possible. Now I knew for sure the older guests was responsible because she had been doing it ever since we had the miscommunication but then she decided to avoid me and I have never seen her ever since. After the conversation with the second guest I felt I should have only sent the update to the older guest but O wasn't sure of who was doing what and the bathroom is very messy and dirty nowadays. Airbnb states that guests can only book if they agree to the house rules, I don't understand why we can't have a guest check out if they don't observe the rules. I like to keep my place clean and tidy for my own use and the use of others but I think it is  unfair that my guests are not respecting this. I have seen other listings with cleaning fees and deposits for broken items. I don't charge any of those fees you would think the guests would take that in consideration. Yesterday I came home to a broken towels hanger, a dirty toilet sit and a wet floor. This is all very discouraging. I never imagine people could live like this and I mr seena like they have this sense of entitlement of i'm paying to stay here so you need to clean up after me. I try to help people that don't have a lot of money so they came travel and get to see NYC by providing an affordable fee. All I ask from my guests is to be respectful and clean. 

[Momi0]

@Viviana62  I just sent you a DM (direct message) through this CC .  It will be sent to your email account that is associated to your AIRBNB account.   Be sure to check that soon. I want to help you.  There is nothing worse as a host then to walk on eggshells with a guest who is continuously breaking rules.  

Communication is very key when reporting a guest breaking house rules!!!  I'll await to hear from you.   So sorry you are dealing with this.  

For other hosts reading this, and I have been through this myself a couple of times....the option to "ALTER A RESERVATION EARLY " is very key in these situations and only needs to be accepted by the guests once they receive your request.  However, its very important to communicate to the guests via the ABB website ONLY to reflect they have been made aware of the exact house rules they are breaking and for ABB to see its being documented and communicated. Do not communicate with any guests away from ABB message system. This is very key!  Too many hosts have learned the hard way how that ended up biting them in the ass in the end, especially when it comes to damages. 

You do NOT have to continue hosting a guests who is breaking your house rules.  Its your house.  Your Rules. But be sure to contact ABB right away.  

I always give my guests one friendly reminder via a gentle conversation but document it in their account that we have spoken to them about the house rules situation.......after that, its pack your bags and go to a hotel. Thankfully, in the last 2 years its been less then 4 bookings that I have had to do this.   My house, My rules.  End of Story.   Oh and Airbnb has supported me 100% because of how I handle things the right way.  That's very important.  As a new host, I called Airbnb Preminum Support to get advice after I caught a guest smoking in my home at 11pm).   

[Viviana62]

Thank you so much Momi. I will look for your email and reply as soon as I receive it. I have made the mistake to communicate outside of bnb ever since I started. They always say it's easier for them and give me their direct number but now I see it is very important to keep it in bnb so they can be aware of all issues. Thank you again.