How to rate a guest who was disrespectful

[Rachel367]

I had a couple this weekend who ordered pick-up from downtown Helsinki to our beautiful National Park area 30 minutes away. I do this at a very reasonable price. After meeting they still wanted to go to Alcohol shop, Hotel to pick up their luggage and grocery shopping (which I told them I would do). Thus instead of 45 minutes drive+shopping it took 2 hours. Check-in was smooth. The next day they wanted sauna and changed the time 3 times. Also we made up a time to eat dinner together. When I showed one of the guest the sauna area, I told her that the adjoint bathroom is private and that they should take showers in their suite. So far so good. I started preparing dinner, set the table when I got the message that they enjoy the sauna so much, and are cancelling dinner. -they informed me after they have finished sauna. I went there to check and was in shock. The private bathroom was a mess. Candle wax all over the floor, the bath tub half full. A dog bed, which I keep there, totally wet, our private towels used etc. I right away knocked on their door and they said it was a misunderstanding. There is a sign "Private" even on the door between the sauna an the bathroom. Her answer was:Oh this was a misunderstanding". At that moment I asked them also to read the check-out procedure for their check-out the next morning before I will drop them off at the airport. He responded: Why is there no cleaning fee? My answer was: Because in the listing it is written that the guest should leave the place in the same condition it was when they check-in. At that point I realized also that both were totally drunk. He promised me to clean the place before leaving. At 12.30 am (00.30) at night I got a message from him that he would like to have the airport drop off half an hour  earlier. Thus, at 8.30 in the morning I was ready to pick them up. The suite was not cleaned, the sheets not taken off and the kitchen area full of grease. When I asked why he just offered me to pay a cleaning fee. At that point I exploded, I had to get out my frustration (seeing the extra cleaning and washing work) knowing that I have another check-in that same day. Sure that I asked them then for a cleaning fee for the bathroom and the suite. I dropped them off at the airport. How should I rate them now? Please suggest what you would do?

[Sarah977 · Accepted solution]

@Rachel367  Just leave an honest, brief review, no need to go into detail of all the disrespect shown. Something like "Guests entered and left a mess in an area which was clearly marked and verbally iterated as private, cancelled an arrangement to come to dinner at the the last minute, after dinner had already been prepared, and left the unit in an unacceptably dirty state after agreeing to clean up before leaving. Better suited to a hotel." Then maybe 3* for communication, assuming their pre-booking communication was good (otherwise a 1*) 1* for cleanliness and 2*s for following house rules, assuming they didn't break any of your other rules. And a No in answer to "Would you host these guests again?"

Don't mention them being drunk, as Airbnb might remove the review. The rest is quite sufficient to warn other hosts.

I'm curious- did these guests have any previous reviews, and if so, how were they?

[Rachel367]

Thanks Sara977nfor your kind suggestion. Why can I not mention that they were drunk. I kept the bottles they drunk. Just curious..

[Sarah977]

@Rachel367  Because Airbnb has been known to pull down reviews at the guest's request if the host mentions that the guests were drunk, stoned, had loud sex, or any other so-called private or personal information. Even if you find and photograph an arsenal of illegal drugs all over the place and mention that in your review, Airbnb can remove it. 

It's not something I agree with, but I know it happens and it would be a shame if your review got pulled (they won't just remove the offending part, they'll remove the entire review), thereby depriving other hosts of the warning not to accept these folks.

[Rachel367]

Sorry Sarah977 I did not read the last sentence. He was always very curtious and nice, but I guess just faking it and not carring what so ever. She was one of those know it all better and quite with her nose up. There were no bad reviews before.

[Sarah977]

@Rachel367  FYI other reasons that Airbnb will pull down reviews:

Any comments relating to the guest's race, nationality, sexual persuation, etc.

Mentioning Airbnb involvement in a dispute with a guest.

Mentioning that you accepted cash from a guest for something like extra cleaning (that could actually get your account suspended or delisted) 

And even be cautious in your reviews about saying something like "This couple" or "XX and YY" were.... unless that couple has a joint account in both their names, which some couples do. Hosts may assume that a couple is a "couple", but in fact those people may be carrying on an affair, unbeknowst to their actual spouses. Hosts have had reviews removed because a guest who was doing this was fearful that their actual partner would see the review and they'd be busted, so requested and were successful in having the review removed, even if it was a positive review.

[Rachel367]

Dear @Sarah977 this is very useful info thanks

[Sandra126]

@Sarah977 , I always use the word guest or guests. Totally safe! Never couple or names.

[Sarah977]

@Sandra126  I think even "guests" could be tricky, unless, like I said, the account they booked under had both their names. What if a cheated-on spouse saw the review and said "Excuse me, you said you were going to a job interview- who would this other guest be?" 

This scenario would never come up for me, as I only host solo travelers, and I think that guests should be booking a hotel for such trysts, as they are truly impersonal and they don't get reviewed. It's crazy that hosts should have to walk on eggshells lest they innocently say something that could have a negative effect on a guest's private life.

But since I read that post awhile back where a host had his excellent, positive review of his guests pulled down for this, as well as the good review and ratings that guest left, simply because the guest didn't want to get caught out with his mistress, or whatever she was, it's definitely something for those who host more than one guest to be aware of.

[Mark116]

@Rachel367   I would say something like 'guests were personable and polite, but they had trouble with the rules and seemed to treat the house and the host as if they were in a hotel.