Keep being let down! Help

[Marco2449]

Hi everyone,

I am wondering if any of you has suggestion on how to deal with an every time more common situation.

I live on the main road which connect London to the south coast, the road can be quite noisy at times.

It usually calm down at night but sometimes due to motorway closure I can experience some noise at this time too.

I always been honest and upfront with the guests: in the house description it clearly states it is on the main road and can be noisy, and yet people keep leaving review complaining about the location and the fact that there is traffic.

IT IS  IN THE DESCRIPTION!!! People are aware of it before booking and still complain about it.

It is happening every time more often and I am loosing my rating because of this. I keep asking guest from the moment they walk in to let me know if they need something, if they have any issue at all, most of them walk out the Airbnb saying how delighted and satisfied they were and then just drop a 3  star review because of this.

I have no idea how to overcome this, anybody has any suggestion or insight? Anyone with similar experience?

best,

Marco

[Sarah977]

@Marco2449  Lots of guests don't bother to read everything, or even much of anything in your listing description. I would suggest you make the traffic/noise issue very prominent in your listing, then re-iterate to guests when they book, so they can cancel for full refund right away if they missed that part. Then either put something in your house manual, or communicate verbally to guests that when they go to leave a review and rate the location, that the rating has to do with whether the location was as described by you and was accurate.

But really, the location rating isn't something that Airbnb counts against you, so don't worry about it too much. There have been lots of threads on this forum over time about the location rating. Even hosts who have a gorgeous high-end place with a stunning ocean view, right on the beach, have been rated down for location because it was a 10 minute drive to a grocery store- you just can't do anything about the kind of guests who do this sort of thing, except shake your head and move on.

Also, make sure to have provide earplugs for your guests in case they need them. You might even mention when they book that it's something you suggest they bring with them, but if they forget, you can provide some. It would drive home the noise factor.

[Paul1255]

Hi @Marco2449 I hope you are well!

Your listing looks lovely, and your reviews are top notch- yes some mention the noise but that's to be expected.

What I do for the listings I manage that might have some specifics for guests to be really aware of (noise from trains, lots of stairs with no lift etc) is to ensure I mention those details in the welcome message I send as soon as the guest books.

You may well be doing this already, and if you are, there isn't much else you can do.

I say "Thanks so much for choosing to stay at ...... As you'll have noted in the listing description, the apartment sits close to a railway line, and some noise can he heard at night, especially if you are used to total silence when you're going to sleep. Please bear this in mind, and of you want further information, please let me know as asap, I am happy to help"

Guests still mention the noise in their reviews, but I have done all I can to help- and actually if there is a mention of it in reviews then future guests can read that and be warned before they book....if they read!

Just having it in the listing body doesn't help- I looked for your mention of the noise and I found it eventually- that's not your fault, as the fine details get buried- so guests wouldn't see it.

You're close and convenient for LGW- to me that would indicate the possibility of some noise, but not to all- so making that clear when they book may help a little.

Paul 🙂

[Kevin1322]

@Marco2449  we have had people complain that they can hear the sea. 🤷

It's a tough one, specially when you are honest about the traffic potential.

People don't read much.  Get the noise warning in early.

I do remember staying with Mrs Kev in a lovely B and B a few times at the same place in Exmoor.  Lovely room, great village, wonderful owners and facilities.  But the noise of the early morning deliveries to shop on the other side of the road drove me mad.  I'm not a morning person, and this happened daily at 5.45.

In our place now it would be the Monday morning fortnightly recycling collection early in the morning in the summer when guests windows are open, shattering the peace with beeping from the truck reversing, the crash of bottles going in. 

I agree with earplugs. As a biker they are a way of life, I don't travel without them. Obviously to save my hearing from the high decibel wind noise through the helmet on long fast slogs on UK and European motorways and autobahns, but they have many times allowed me a good night's sleep in a strange bed and made all the difference.

I'd really appreciate it if a host had supplied some.

Bikers will bring their own 😉

[Natalie725]

Agree with everybody else's suggestions. Providing earplugs and stating it over and over again in your messages/ listing, is all you can do. You can even go as far as reminding people about the rating system and what it means for hosts. I read on another post here from Airbnb themselves, that they are looking into changing the rating system for "location." Seeing as you can't do much about where your house is located. So waiting for this to be implemented might save your ratings too! 

[Susan151]

@Marco2449  I don't think you are particularly upfront about the noise potential at your listing. When I pull up your listing on a computer this is what I see:

If I click on "Read More about this Space," this narrative is now visible:

I don't see anything at all about noise or busy roads. I know the mantra around here is that no one reads [not my experience] but there is nothing to read in your listing about this noise thing.

Now, if they didn't know you lived with something called Leila, then they didn't read [though Leila isn't defined as a dog except in the photos.]

To respond to another idea, I would want to know if I needed ear-plugs since I hate them with a passion, and would never book a place that indicated that I would need them.

[Linda108]

I agree with @Susan151 .  Your description needs to provide a bit more real information.  Turn the noise issue into a convenience issue.  Look at the type of guest that books your place.  If your convenience to the airport is most important and you have 1 night guests, then play up those assets.

Your description should inform the guest not just market the guest.

[Katrina79]

@Marco2449 Your place looks really nice and clean and for the price you can’t go wrong in London! I’m sure people looking to stay in that area are thrilled to find your listing. Your reviews are stellar! Focus on the positive reviews and feedback, and learn from the negative. 
I do this little communication trick when someone books one of my places that has a shared bath and a family cat. I try to include the info as a positive in the welcome message so nobody is surprised when they get here, it also gives them the opportunity to cancel right away if it is a deal breaker for them. 
I think once they know I was honest and upfront they don’t hold it against me. 
Also if you are on a busy street isn’t that a bonus in London? Is it closer to transit? Maybe add it as a positive in the welcome message. “ Thank you for booking my Airbnb during your stay in Gatwick. I am located on a major route with easy access to transit. There will be some noise from traffic, but mostly during the day.” I’m sure you can come up with something a bit more polished, but just to explain my idea I wrote something quick. 
You shouldn’t worry though, you have great reviews, and upon reading them I would book your place! 

[Sandra856]

@Katrina79 I agree - it is important to make sure that anything that might annoy a guest is highlighted. In my case it is a tiny mini toilet/bathroom - they are the norm in old apartments in Copenhagen. I have noticed that my fellow Copenhagener hosts who don't mention or explain the tiny bathroom situation are usually pretty much slaughtered in the reviews. As long as guests know before booking they don't feel cheated or mislead. 

[Marco2449]

Hi everyone,

thanks a lot for your time and devotion.

It gives me the chance of seeing the issue from a different prospective.

I appreciate your honesty and all your suggestions, clearly something I will work on.

I'll try to be more specific in the description as well as mention it in the welcome message.

I love the idea of the earplugs surely something I am going to offer.

Again, thanks everybody!