Guest Reviews

[Jay434]

Had a guest who had her son and grand daughter arrive a day earlier before she flew in.

She gave me a bad review on the bathroom and said that it was not clean.

Well, I am extremely picky about cleaning my house before a new guest arrives.

The linens are all washed and the bathroom and kitchen are super clean and sanitized before they arrive, along with floors being cleaned, glass, etc.

Her son and grand daughter made the bathroom dirty before she came and gave me a poor review about the cleanliness.

How does one change this erroneous review?

Should I take pictures each time after the bathroom is cleaned for proof?

Also, had another guest say that they did not know that there were guests downstairs in the basement and that they need to be quiet after 10pm at night until the next morning. It is clearly stated in my post about this and he said that he did not know and gave me a poor review. 

It seems that the guests hold the cards and are never wrong.

How to change this policy?

Thanks!

Jay

[Linda108]

Two questions, @Jay434 :  So the booking responsible guest did not check in at the time her family checked in, right?  This is a form of 3rd party booking and puts you at risk not to be supported on this platform. 

Also another guest complained because they were unaware of multiple parties in the same house and you want a policy change.  What policy would you be referencing? 

If you are unhappy with the review, have you ever added a respons?  A short professional "correction" of the review is an effective way to neutralize the review.  I have had a guest blame me for their lack of reading the listing.  Of course, the numerical rating can have a bad effect and there is nothing to be done accept to keep on doing your best, right?