Frustrated with unfair reviews.

[Moe33]

Hi people,

We recently started Airbnb and so far we’ve being having a good experience with guests mostly.

Although, when it comes to getting reviews from them, sometimes it’s really frustrating.

We write all the descriptions, instructions, house role and even a house floor map to make it clear about everything.

But some guests just don’t read the descriptions properly and complain how it was troublesome to get in because it was hard to find keys or the location was further that they expected or going to the rooms that is not to be shared and so on..

Is there anyways that you guys as a host try to do to make it clear the house role and make guests definitely read them?

Thanks you in advance.

Moe

[Tim-and-Holly0]

@Moe33:
As hosts, we cannot expect guests to read anything. They just don't. In one house we even leave the home manual in a notebook propped up on the table so it's nearly the first thing they see and there is absolutely no way to miss it. We still get "What's the Wifi password?"

If you don't want guests to enter rooms, then keep the door locked and put a sign on the door, "Private." We have a closet where we keep cleaning supplies. It has a padlock on it. About a month ago guests picked the padlock and took items.

If guests are having difficulty finding the key then change your process; we can't change the guests. Leave the key in a lockbox screwed to the front door.

If you are consistently having a bad review about something then you, the host, has to change. Guests will never change. Unfortunately this may not be what you were looking for, but as an experineced host with over 2,500 guests under our belt, it's the truth.

Read through all of the reviews without being critical of the guest and try to determine where things are going wrong. It may be that your listing needs re-written, the house manual needs to be shortened (it's too long for guests to read), or something else. Ask a third party to help you by looking over your home manual and listing. They will see things you miss.

Trying to figure out what's wrong can be frustrating given the one or two sentence feedback we are given, but once you get the machine oiled you will be fine.

[Sammy35]

dummyproof for kindergarteners.  renting shared vs private space (own home or seperate income prop) makes big diffs

i know this might sounds crazy, but i ask guests what kind of gues they are.  and use a few "types" of guests then try to tailor to that.  in real life, people have tended to identify with the style they chose.   if you gut speaks about something, listen to it.  

When someone shows you who they are, believe them the first time.
~~Maya Angelou Quotes

bullets, stars, callouts, indices, table of content, one liners anything in paragraph form you're truly screwed 😞

my best defense has been the please place checkmark to each (cut and pasted bullet item--your 10 biggies) in a "comfirmation email" item "before i can accept...to cover us both (me)".  don't forget all reviews can be responded to publicly.  and should be

i have found this reiterated in "additional things to note" which pops open a window at booking has helped.  its the only thing i've tried that gets attention (and i'm only a casual host, i decline most requests and am ok with that--being that picky helps with review content by its inherent nature)

PLEASE MAKE AN INQUIRY BEFORE ATTEMPTING TO BOOK this space to confirm needs or expectations:

dear potential guests, protect yourself for all listings you consider...

kindly be aware and note that: "oops, i didn't read, see, know that" does not qualify as a supportable reason in a formal or information guest/host reservation resolution/review concern or dispute. any listing content in compliance with airbnb policy, terms and conditions is supportable and enforceable...

to avoid blah blah blah...fill in your own bullets that you think might arise as a problem.  frustrating reservations declinations, delays in reservation approval responses, CC holds that may deter your ability to book more suitable spaces and amenities that better meet your needs, and accidental double bookings (yes this happens--the system will not catch it) that do not cause double (NON REFUNDABLE) credit card charges (yes this happens)