Help with a response!

[Helen213]

The a guest just gave me a 1 star overall rating and This is the review I just received: 

"All emotions detached, Helen was a great host. She introduced us to local tourist attractions, daytime, nighttime activities all while being considerate of our price range. However, as informative as she was, she was also very passive aggressive in the way she talked. On the first day, I made a mistake to leave my shoes in the hallway, and this was met with a lot of aggression rather than a simple reminder. To make matters worse, the water bottle (filled with water) which she had kindly offered to us, had heavy heavy lipstick smudged all over (my gf was not wearing any); it was not a stain. It was clearly unwashed or even rinsed slightly. It was not only disgusting (as we have already taken many sips before noticing), but also dangerous during the epidemic and we could have been infected with more than just COVID-19. She did try to make it up with coffee the next morning. But this is not a mistake she could have fixed with coffee, or money, or anything as it is our health on the line. Considering you have been a long-term host to an Airbnb, it is important that you clean the most basic amenities; you don’t have to sterilize, but at least rinse. On our end, we have caused some trouble for Helen by accidentally splattering some of my gf’s purple shampoo on her shower curtains. Of course, we are very apologetic for that. All in all, she can improve her attitude and her basic hygiene."

Overall 1

Accuracy 3
Check-in 3
Cleanliness 1
Communication 3
Location 4
Value 3

The ratings are completely revenge motivated and Andrew left a left a lot out of his review, like the 2am wake-up because he forgot his keys. Or the fact I asked nicely 4 times to place the shoes under the table or against the wall before I almost fell on a pair left in the middle of the entrance hall getting to the door. Plus other pertinent information, like the shower curtain was ruined, not even dry cleaning could get the stains out, and it took me hours getting the blue off the grout - scraping the grout was the only solution.  Or that our whole conversation about it was via text &  I did not even ask for compensation, just to be fair to future hosts by telling them right away as an immediate response might have fixed the situation easier.

Andrew also failed to mention I provided breakfast with the coffee, that I apologize profusely both immediately and over breakfast.  Or the fact I was rushing set-up as he showed up early for check-in with no notice. I have a cleaner between guests due to my disabilities but I set out the drinks & snacks plus do an extra spot check on the cleaning right before guests are due to arrive. Still I know the lipstick miss is my fault.

My mind says don't reply. My heart says burn him down.  Airbnb says they will do nothing. I left him a review but I think I should reply to his review too.

Here is the reply I want to post.

"I normally do not respond to bad reviews as I know experiences are subjective. When hosting a guest in a private room in your home it is a bit of a roommate situation as we share space & there will always be interactions. Some guests a lot but others minimal. I tend to be honest, bring up issues instead of stewing.  I find it is so  much better to resolve something asap & then just move on. Which is why I ask guests multiple times during a stay if everything is going well or is there something they need.

This one star review really upset me because I do try to provide a safe clean space for my guests at a reasonable price - I am one of the cheapest places to stay in the East Village/LES even though I could charge more due to demand because I want to be fair. I try my best to write an honest detailed listing description of the room and staying with me. I hire a cleaner between guests to be sure the space is spotless as I am disabled & just put out the final touches right before I expect guests to arrive, snacks, water & final wipe down of surfaces myself. I proved extras for like charger plugs , umbrellas, hand sanitizer,  N95 masks they can take daily(which Andre did) and yes, water bottles for the guests to use during their stay. I do my best to provide advice when asked on how guest can save money & improve their visit. It could be food recommendations & advice, free museum days or fun local experiences that are usually not on a tourists radar.

Instead he focused on an honest error in response to a error on his part which cost me significant time & some money, because after check-out I texted him about blue dye spread all over my bathroom.  I then updated Andrew that all cleaning attempts were a fail & I asked in the future please be fair to your hosts and tell them when accidents like this happen, as an immediate response might have resolve the issue. I had to replace items due to the damage & I did not even ask for compensation and none was ever offered. Instead I got a rant on how I tried to give him Covid with the bottle.

A few relevant facts Andrew left out:
1. The guests would switch shoes as they left the apartment multiple times a day and for the first couple of days kept leaving the shoes in the middle of the floor of the apartment entrance where anyone would have to walk. I had to ask them multiple times over the course of 2 days to please leave the shoes against the wall & not in the middle of the floor, as I am disabled & use a cane. First few times it was a simple polite reminder. The last time I almost fell, so I said as a solution they could leave their shoes in the room they were renting & solve this issue. I never raised my voice but I was direct. They decided to start putting them against the wall in the foyer going forward. So to me the issue was over &  I moved on.
2. The Blue Color Shampoo contained dye that is permanent on porous material not treated asap. While applying the shampoo over the sink she spread little blue dots & streaks all over the white bathroom with spots on the floor, walls, tiles, grout and the Shower curtain. While cleaning the tile & fixtures was simple - the white grout was very difficult & the newish shower curtain had to be replaced even though I had it professional dry cleaned. I never asked for compensation . Once I realized the curtain was not savable, I did text Andrew  to let him know.  I also asked him to be fair to future hosts and tell them of accidents asap, as an immediate response could have fixed the problem so much easier. His response was to accuse me of trying to give him Covid with the water bottle. Which is ironic, as I provided them free  hand sanitizers & N95 masks , which they used, on top of requiring all guests to be vaccinated.
3. The water bottles were washed but I did miss the bit of lipstick stuck in the grooves of one of the lids. I was rushing as he had shown up early for check-in but it is my fault. It was returned to me full & I was extremely apologetic. I gave them coffee & breakfast the next morning on top of another verbal apology which was accepted at the time or so I thought.

4. Andrew forgot to mention a few things that severely inconvenienced me, like leaving the apt at 1am without keys so I have to get up and let them in a few hours later.  I did not comment on it & thanked him for his apology the next morning. 

Andrew misused the phrase "passive aggressive" which is behavior about not addressing issues opening. His issue with me is I actually addressed issues directly with him like an adult, politely & calmly and was NOT passive aggressive. Also all communication about the blue dye happened after they left via text and were polite.  So maybe Andrew is projecting and would have preferred a passive aggressive response which he could have ignore so not to have to deal with his own errors."

So thoughts? Is it too much?  Again I know the bottle was a rookie mistake, but I did not think it deserved a one star rating and a nasty review.

Helen Morley

[Brian2036]

@Helen213 

I understand why you you would like to defend yourself against this inconsiderate person’s unfounded claims but it’s probably not worth it.

 I guess you could say something like “I take exception to this inaccurate review. Guests this inconsiderate should avoid homeshare listings.”