Hello there our Airbnb community family members!
Good day all!
We hope all is well there! We recently encountered a review written by our guest :
Public review as = Snap photo of every single item before check out, you never know what you’ll be surprised off. Overall good. Private review/ note as : No MySejahtera check in available. Do communication right at the spot if there is any claims for additional guest, not after check out. Thanks
Rating as = Cleanliness 2 stars (entire place), Accuracy 2 stars, Check in 2 stars, Communication 1 star, Location 2 stars, Value 2 stars
2 main issues during the guests stay -
(1) Extra guests stay = without informing or reply our message before and even during the stay. We opened a resolution centre no respond too. The guest ignore it technically.
(2) A blanket that provided in the listing was damaged, found after their check out. We messaged the guest immediately. We opened a resolution centre. The guest also agreed that we involve Airbnb - as the guest didn't realised the damage.
The review was written after 4 days of resolution submission.
First of all. Come to 1st issue. Guest made the reservation on the same check in date. As a host we have done our part. Message all the important notes and question the number of guests staying immediately after the booking. Guest realised our messages as we have system that sent automated pin and details directly to Airbnb chat. So the guest needed that to unlock the entrance door. Guest checked in successfully. We have a CCTV at the entrance. Noticed more than actual guest staying. So we made a call to Airbnb support for help after that. The support team asked us to open the resolution centre immediately and they also messaged the guest via email as mentioned. So we followed the instruction. We also raised our concerns that there may be a chance that the guest will write us a bad review and the Airbnb support mentioned if that's the case and related Airbnb can remove the review.
Second issue. Our team found the damage of a blanket after the guest checked out. We also messaged the guest with pictures and information immediately. Guest also agreed that we should involve Airbnb/ open the resolution centre. We even informed the guest that their toothpaste was left within the listing after their check out. But no respond for that from the guest.
In the conclusion, we have done our part in communication with the Guest and Airbnb support for above case from booking to check out. In terms of welcome message, check in instructions, extra guest concern, goodbye message and damages concern. But the guest only responded us for the blanket damage concern after their check out. The guest also did no response our message until the damage concern. The only words the guest said for the whole reservation/stay - Hi there, we do realize that upon check in, thought it was normal. Yes please involve. And that's it.
We believe the review is retaliatory. And it contain mostly irrelevant information that would not be expected to meaningfully inform the booking decisions of other community members. What do you all think about that?
Thank you
Sincerely
Kenny
