Hi @Lilly28,
I read the review.
And in itself it is a very fine review, with just a single negative point (Being the single heavy pot, which you seem to be very proud of).
We all know that everything beyond a 5-star all over review can be considered as 'bad', as it will impact our star-score negatively. And certainly according to the algorithm of the Airbnb systems.
But you also have to look very factually at the consequences of a review.
- Other prospective guests cannot see the actual stars associated with this particular review.
- Other prospective guests are not aware of any other aspect of a previous guest, other than what was mentioned in their public review.
- Your current star-score on any category is still at least 4,75 or higher.
Obviously I can imagine your frustration. As you really went above and beyond for this guest. Even at a low rate.
Only to find out, that you are getting slapped in the face, at review time - by a somewhat ungrateful guest.
Unfortunately these sort of experiences are things we have to accept, as part of this job.
There are these people that just can't be satisfied, no matter what you do.
I've experienced guests like these before.
And I always count to 10 or sleep a night over it. When the public review does not suit me entirely.
Also be aware, that Airbnb is actually encouraging people to write about the negative aspects (Tell the host/guest what can be improved!)
So I few tips from my side:
- Rule 1: Be aware of the audience of your public reply!
The previous guest: Most likely not. Most future possible guests: Yes!
- Rule 2: Never respond in a public reply on issues/discussions, which have NOT been mentioned by the guest in their public review!
Future guests were not aware that the previous guest gave you a 4-star rating, prior to your public reaction! Now, they are. And they may think: Oops, This host may be quickly offended (As they do not know the entire background).
- Rule 3: Whenever you are publicly criticized, think about it carefully. And try to bend some negative response into something positive.
And as time goes by, you will gather more reviews. So this review will become buried.
Success!