Innaccurate Reviews

[Larry8]

In reading the thread on reviews and how they can influence your rating I wanted to share my experiences. I've had many guests book with us who have an appearingly good visit only to find a review posting informing the opposite. The most common ding I see pertains to the 'Innaccurate Information' category. I've been negatively reviewed on bed sizes, roadways to rental (dirt versus paved), and the property description to name a few. While Airbnb allows a public response by a Host after the fact, they don't appear to qualify the acccuracy of a review that can lead to a negative rating.

I know Airbnb was started by a couple of guys who provided air mattresses on a floor for people to crash. It has evolved into a multi-million dollar industry where Hosts diligently work to provide modest to extravagant housing with amenities that rival the Ritz. But unlike the Ritz Carlton who can absorb negative press by tons of advertising, small Hosts are subject to the critical acclaim of guests that is often unfounded.

If no one else has experienced this then you must be doing something better than I. In the interim, compared to the serious matters of life (family, health, happiness), this is a small and insignificant observance.

[Ed-and-Hugh0]

@Larry8 It looks like you have lots of great reviews. We all get the occasional confused guest. If they stay at a few different places on their trip it can be easy for them to confuse different listings (maybe that's why a guest thought you were on a dirt road). While most people who have been to Hawaii know that homes are often not air conditioned, you might want to mention this clearly in the listing...something like, "as is customary with homes on this part of the island, the house is not air conditioned so that it can be kept open to the breezes. If there is a rare warm spell, the house may be a bit warmer than normal, so be sure to use the fans, or better yet, take a cooling dip in the Pacific." 

[Larry8]

Gee, and I can't even spell "Inaccurate".

Like I said, in the grand scheme of life it's all good. We are grateful to have something in Hawaii at all, much less a rental.

As far as the AC information, guests are informed we do not have AC under the Amenities section. If people had either read our information in entirety or simply followed instructions, there would be no issue and I suspect this happens frequently. I've had many guests reserve for one or two people only to arrive with 4, 5, and even 8 people. Does Airbnb assist with that at midnight? Would the Community Forum be an asset? Not at midnight and in Hawaii try getting a cop to help you for that.

The issue isn't a confused guest due to travel, that happens to us all;  it's the posting of misleading or simply wrong information and guests who attempt to take advantage of the agreement. I suspect Hosts provide misleading information as well and for someone like myself who worked in medical quality review for 12 years, I try to provide an accurate description.

The other thing that is brilliant by Airbnb is that people like you or I respond to the "Community" as customer service agents on behalf of the company. Sort of like waiting in the emergency room to be seen by the doctor and having someone sitting next to you offer a bandage:)  They don't seem to be involved unless one can navigate through their roadblocks to actually communicate with them.

Appreciate your insights, but the quality control aspect of this company is lacking.

L

[Ed-and-Hugh0]

If you need to call them, just dial the number on the reservation/itinerarty. They can also be reached from the contact page. I don't have to contact them frequently but when I do it's been easy to get through and they've resolved issues quickly. Sorry you've had difficulty reaching them.

I see one review with misleading info. Guest thought you were on a dirt road. You provided an appropriate correction. Doesn't seem like a big deal.