How to word a poor review?

[Phyllis---Troy0]

We've hosted well over a hundred guests, and most have left the Cottage quite clean, which is our expectation. For us to do some cleanup is normal, of course we do a full cleaning between guests, but twice recently we've had guests that left pretty remarkable messes. My wife wants to just say "Slobs" for the review, and I agree other hosts should be warned, but both groups seem like nice people, but perhaps unaware that leaving a mess is not an AirBNB-compatible (at least by my perception) way to do things.

Is there a spot were I could look at sample poor reviews? I'm unfortunately from the school of "if you don't have something good to say, don't..."

I wonder if it has something to do with the "cleaning fee", which I had initially resisted using, because I didn't want people to think they didn't need to be clean. Maybe some guests see that and think it means they don't need to be clean because they are paying us to do it? The real reason we started using the "cleaning fee" option is that I didn't see any other way to make a one-night stay more expensive than a 2-night, etc. Am I missing something?

Troy

[Gerry-And-Rashid0]

One person's view of a mess is different to someone elses - so you will always get a range and some will be a bit worse than others. If it is really bad then I would be honest and say 'no problems with guests, etc but they could have left the place a bit tidier.' 

The cleaning fee is interesting - some people don;t have one, some do - jury is out as to whether it deters guests or not, or whether it makes people messier than usual (I doubt it somehow).

I would be more inclined to have a security deposit and put in your house rules that additonal cleaning will incur a fee of £xx

I would also put this on the printed house rules and hand it to people when the check in.

[Phyllis---Troy0]

Gerry and Rashid,

Thank you, I like the idea of having the house rules printed and handed to the guests, so that they know our expections. I suspect that the most recent problem guests were first-timers, no reviews yet and recently registered.

Phyllis didn't think "no problems with guests, etc but they could have left the place a bit tidier." was strong enough. Here is what she wrote for me, I thought it would be useful to clarify what the problems were....

<Phyllis On>

Although I try to conserve water and there were just two plates, two bowls, two forks and two glasses in the dishwater, they were so dirty that I did run the dishwasher. I added the dishes on the counter because I did not know if they had been washed. I also had to clean the stove top and stove burner racks to remove oil spatter. We do provide a frying pan screen to prevent that. Our house rules include not leaving dirty dishes.

Upstairs, the bedspread was rumpled and on the window seat, as if it was used as a throw. There is a throw there, which is machine washable but it was still folded. The sheet and blanket were mostly reversed on the bed. Also the down comforter with its cover (stored in the closet for cold nights) was on the bed. I felt that I should wash the duvet cover and the blanket in addition to the sheets. There was a blood stain on the sheets.

I try to conserve energy and it makes me a little mad to have the windows open and the heat on. That was how guests left the house. The radiant floor heat in the kitchen was cranking to compensate for the open balcony door and wide open kitchen windows.

Wet towels were draped on wood work and wooden chairs. We spent a lot of time and energy finishing all the woodwork. A fruit-sticker was stuck on the windowsill and the messy garbage (the garbage bag had fallen off the edges of the can and garbage was just put on top of it all) contributed to my feeling of frustration about extra cleaning needed for this guest.

While no single one of these things is a big deal, all of them together make me feel used and my place disrespected. Troy even went to the store to get them a bottle of wine last night so they could stay settled, and not hunt for a store. They had texted, asking if we had one we could sell to them. The line about “more suited to a hotel” seems apt. When we have guests like this I always think I’d prefer long-term renters who pay their own utilities. It is a source of conflict for me and my husband. The tip about no small children is also good. It took a while for me to find and remove all the jelly beans and jelly bean residue and carpet stains after the frustrating guests before the most recent.

<Phyllis Off><Troy On>

Gerry and Rashid, I'm curious what you might have said if this had happened. I guess, since we had not spelled out what we expect, they might be forgiven as inexperienced... Phyllis would not agree.

Thanks!

[Sandra126]

Brilliant idea to have a sample of poor reviews which are usable and good. This I want to see somewhere it will stay accessible. Hosts could dip into it when they feel uncertain about how to say something. I have no good personal examples (as my guests overall are exemplary!) but here are a couple from other hosts:

Guests stayed a week in July. (so bad you have nothing else to say)

Better suited to a hotel environment. (high maintenance)

A bit of extra cleaning is something you have to take from time to time, if the guests were charming and didn't break anything I say it is normal. Jam on walls etc is normal if you allow little children (I am not a fan of unexpected jam myself). Lots of mess is normal if you allow groups/parties. Lots of mess is abnormal if you have a room in your house, should be no opportunity to create much of a mess.

I see myself as a cleaner for the hours I spend at the house. So I clean. Then I clock off and become someone else.

[Phyllis---Troy0]

Sandra,

(I don't see a way to direct a reply to more than one person, so please also take a look at my reply to Gerry and Rashid.)

Your comments are helpful, and I hope AirBNB notices your recommendation to provide sample reviews!

It seems wise to not allow small children, I guess there might be a setting for that. Other than an unauthorized party (lots more people than booked, and actually a bed-wetting!!) we've only had sticky messes when there were little kids.

Ours is a cottage, well isolated on the same 5 acre forest parcel that our home is on, so no, it's not a room in our house.

Thank you for your help!

Troy

[Sandra126 · Accepted solution]

@Phyllis---Troy0, if you want to bring attention to more than one person, just add the @ symbol and a choice of people in the thread will be offered, add as many as you like.

Yes, long term renters, assuming they are good, can be less maintenance etc but if you have reasonable occupancy the revenue will be much higher doing it this way despite high utilities bills. Guests want to be warm. They want windows open. Think calm thoughts and move on.

Or rent it long term for a while!

[Helen56]

It would be nice if you could warn other hosts.... 

Perhaps add this sentence to the end of your review:

'...however, we were rather disapointed that these guests left our cottage in a much messier state than our previous guests.'

[Phyllis---Troy0]

@Helen56@Gerry-And-Rashid0 Thank you all for your helpful comments! We ended up saying we had to clean up a bit more than anticipated in public comments and do plan to prepare a hand out with house rules. Apologies for grumpiness.

[Lois-and-Darryl0]

We're in a unique quandary - we want to warn Hosts, but this young couple's treatment of our house doesn't match their kindness and attitudes we saw.  We recently hosted a young family from Taiwan, the husband was studying at a university.  To make sure they understood our rules and how to operate everything, we spent a couple hours with them.  (We live a distance away.)  They were such a nice family, and the husband was so kind and polite; we had no concerns at all.  The family (3 young children, one in diapers) was there 3 days.  Upon checkout, Darryl arrived 10 minutes before their departure time to say good-bye.  They had all 3 kids strapped into the car and were walking out the door.  What we saw was just sickening.  While he had apologized for the not doing the dishes, they hadn't intended to as they were driving out.  They had NEVER washed a dish in 3 days, leaving food, coffee grounds, and unrinsed dishes stacked up in both sinks, and in the dishwasher (unwashed).  Everything they used was covered in a sticky substance that took us hours to get off our dishes and utensils.  It took Darryl 11 hours, and me 9 hours, to clean the house, and we weren't done.  We had to use our backup linens, cause we needed 2 or 3 more hours and we ran out of time.  Dirty diapers were left laying on the carpet; towels soaking wet, laying all over the house; two parts of our hot tub were broken; and about a dozen flies inside the house, although we have screened doors and windows; and the list goes on.  HERE IS MY CONCERN:  He has made it clear that they are coming back to our house next year when the family returns for a full year for more studies.  (BTW: He did have an Airbnb review that said that "he" had left the Host's place clean.)   I need to leave a review that makes the facts clear, and also makes it clear to our Guests that we won't have them back, but shows them some respect(?)  We DO want to let them know now they can't come back, so they don't go back to Taiwan and spend months being excited about returning to our home, and we know this is their plan.  When they arrived he went on and on about how wonderful the house was-that it exceeded his expectations, etc.  Leading us both to believe they would treat it with respect - as most of our guests do.  He has even sent me a message since leaving and referencing their return to our home.  Some insight or suggestions from those with similar experiences is appreciated!

[Phyllis---Troy0]

@Sandra126 I was wanting to tag you on my last reply, but different Sandras were coming up. Tag!

[Jay-And-Natasha0]

Below is a sample of the way to tell other hosts about messy guests..

___ communicated very well with us, however she did leave my suite very messy... but may not be aware of that unspoken airbnb etiquette, (as if you are staying with a friend) I would recommend ____ to other hosts as I am sure her airbnb etiquette will improve, after this review.

[Sheri7]

I loath to say negative things so my negative review goes like this
'What can I say about (guests name)'
Then I give them 1 star in each category and a thumbs down for other hosts to rent to.
I have only done this a handful of times out of hundreds of reviews for my guests but the bottom line is other hosts should know!

[Helen3]

@Louis0 and Darryl I think you need to be honest in your review but not make it too long.

Althought XXX seemed like a nice young couple and their communication was good , the house was left in such a state that it took us 11 hours to  clean. The mess left behind included  unrinsed dirty dishes in the dishwasher and both sinks  and used daipers on the floor.  Soaking wet towels were strewn everywhere. We also found our hot tub broken (our guests hadn't told us this had happened). We don't feel these guests are suitable for BnB.....or something like that

In your private feedback simply let them know unfortunately because the property was left in such a bad state you will be unable to accommodate them for future visits.

[Lois-and-Darryl0]

Thank you very very much for helping me.  This sounds very good; reasonable and not emotional.  The tip on being brief is something I need to hear too.  I feel compelled to explain everything.  (see?)  Thanks again!

[Phyllis---Troy0]

We agree with your suggestion, @Helen0. We ended up saying 'had to do more cleaning than normally' and also 'better suited to a hotel environment' but our experience was not as bad as the one described by @Lois-and-Darryl0.

The vast majority of our guests at least attempt to leave the place as nice as when they arrive, but others seem oblivious to that concept. I'm not sure, but probably all of those were new to Airbnb, and perhaps leaving a big mess is just normal for them. The private feedback should probably explain that.