Bad review

[Kathryn162]

I’ve been given my first bad review and as other hosts have said it can be quite upsetting and feels personal . I responded to the bad review before I had been on to the forum. I had also said that the guest was a great guest ! as my cleaner said the flat had been left ok, I don’t actually see the flat myself and the guest didn’t communicate any concerns with me.  Have I damaged my reputation by responding to his review, can anyone see it and advise me please. Thankyou! 

[Paul1255]

Hi @Kathryn162  I hope you are well!

Your reply to the review isn't ideal- but it's quite a natural one when we react vs. respond to what's in front of us.

Don't beat yourself up, more positive reviews will come in and slowly guests won't pay attention to it.

If you get another review like this, it's always good to sit on it for a few days and write a considered response which will address the review for any future guests- after all your response is for them- not the guest who stayed.

Not everyone who stays in our listings will love it or have a great time- and I think a listing which has at least one less favourable review makes a listing more "real" in my eyes 🙂

Paul.

[Kathryn162]

Hi Paul, Thankyou for taking time with your response I will take your advice for future! 🙂

[Ange2]

@Kathryn162     I looked at his review and thought rant - pinch of salt, ignore,  especially as your other reviews are stellar.  I do agree with @Paul1255  about responding to a negative review with future guests  in mind.   btw: You can ask Airbnb to remove the review you wrote about the guest if you feel you no longer want to recommend him to other hosts.

[David3267]

Agree with @Paul1255 . Don't brood on it, don't reply straight away and don't worry! Your place looks lovely!

[Sarah977]

@Kathryn162  Since you have 14 days to leave a review, there's no need to do it right away. Even if your cleaner reports that the place was left in reasonable condition, she might not notice right away if things might be missing or damaged. So give it a few days in case something surfaces that wasn't evident immediately.

[Kevin1322]

@Kathryn162  Blimey! I almost bought one of those many years ago as a young single chap to live in when they were new builds!  Couldn't make my mind up about a lower or upper unit.  What a nice location. Always regretted not going for it while I could afford it, but they were top end prices for what you got at the time. 

Ended up in Penzance instead. Now Pendeen LOL.

Porthtowan is a beautiful spot to stay, I looked at the review, the guy seems like a bit of a whiner.

Let it wash over you, the other reviews are great. The listing is great, looks like a nice place.

We just had a 3* overall from a host. Yes a fellow host. He got a private message telling him he was not welcome back.  His public feedback was very nice, though. 

It's hard not to take it personally.

Chin up, onwards and upwards. Don't let it get to you.

Once you lose your five stars, they'll never come back. Which makes it quite liberating really!

[Paul154]

Your response to the semi-bad review is not there. I assume you asked airbnb to rescind your response. Well done.

Nothing now calls attention to this guest's review. Guest comes off as particular, entitled and just a little ignorant.

One needs to MANUALLY set the thermostat temperature?  Really?

Guest is not complaining about cold or heat, merely the need to manually set the temperature!

It is funny that guests (and hosts) don't realize that reviews are public and show future hosts (and guests) that their words expose themselves for who they are.

[Elena87]

@Kathryn162 

This is what the guest also left as a review in Salisbury on the road trip....sometimes you come across an overly critical guest. It's an occasional occupational hazard, so don't take it too personal.

Central location within walking distance to town centre only positive. No parking available on arrival and no instructions given prior to arrival as to what to do if this is the situation. Very steep stairs to upstairs bedrooms. Handrail on stairs does not allow a proper grip to enable safe ascent and descent of the stairs. One bathroom with toilet downstairs. Shower over bath- high edged bath difficult for less agile visitors. One handrail on end wall of bath. Bath waste outlet not clean. Simple consideration of providing a carton of milk for cup of tea on arrival would have been appreciated. Very difficult arriving as an overseas visitor in a foreign city, in the cold and dark of late evening and having no idea where the nearest corner store or supermarket is. I feel the description on booking did not meet what was actual reality.

It's another reason to install AirReview chrome extension.

[Kathryn162]

Thanks all for your words of advice, il definitely do it differently next time ( hopefully there won’t be! ). He is completely over the top after reading his previous review as well ! 

[Kathryn162]

And I have to say Airbnb were really quick with their response regarding this