Need advice on guests' review and star raiting

[Мария15]

I had my second guests lately and I'm confused about how to evaluate them. I've been reading the Community advice pretty much and noticed that hosts often mention that they try to avoid giving negative reviews.

The guests, a young couple in their 20s, asked prior to making a reservation if they could smoke hookah ibn the apartment. My answer was that any smikong is not allowed. I mention it several times in House rules and in the description as well. They agreed to House rules and booked. They were polite, good communicators, informed me on the travel itinerary, kept apartment clean, washed dishes, took garbage away. They even cleaned the apartment, vacuum cleaned and washed the floors and washed the bed linens.

Of course, not without reason were they so good. They did smoke shisha and I suppose that all their thorough cleaning was an attempt to hide the fact. I am a non-smoker and very sensitive to smells. I feel someone smoking in the other car with windows closed in both cars. So I definitely can smell shisha in my apartment.

It was the guests' first time experience with Airbnb. I realise that my bad review may have a negative effect on their future bookings. On the other hand I would like to warn other hosts.

My star raiting for them is 5 for cleanliness, 5 for communication, 2 for complying House rules. I am going do describe everything in the review... Or should I not? Should I be more vague?

I have no idea what to answer to the last question, would I recommend them or not? 😕

Any advice is highly appreciated:)

[Kira32]

Dear @Мария15 

It's true! listings with instant booking are more likely to book than other listings but of course you decide. If in your area there is not much competition then turn off your instant booking so you'll have more control over it. 

I can receive any kind of booking but you can filter your bookings if you want to. You can select that you want them to be verified with ID or only guests with positive reviews and so on.....(guests with zero reviews need to be accepted by you or you can decline it if you don't feel comfortable. 

Just go to bookings settings and then guest requirements to adjust your instant booking. 

Good luck!

Kira♡

[Мария15]

@Kira32Thank you for your advice. As I have mentioned I had IB on and off and I am uncomfortable with both settings.

By the way, guests who match all IB criteria still send a request first and we are able to have some "conversation". But I feel more comfortable when I have control on who is booking. Maybe it's just me, "overcontrolling".

When I receive a request from someone who has very limited information in their profile, I politely ask them to confirm their ID. I accepted some bookings from such sort of guests at the beginning and I have asked them to fill in ID information later on, when the booking ws already confirmed. No one refused to do this.

[Yulianna0]

@Мария15, is someone consciously violates your rules, why not to mention it? They new about your house rules, they asked, got “no” and still were smoking. Zero respect detected. I would say that many hosts will think twice if they want to have such guests in their house. Norms have to be respected. No discussion. And cleaning after does not count. IMO

[Мария15]

Hi@Yulianna0 Thank you for your reply. There is no doubt I will mention House rules violation. I just don't want to be to harsh and will mention good things as well.

[Rowena29]

No @Мария15 , It's NOT just you,

There are a lot of hosts who feel deeply uncomfortable with IB.  And I think you should go with your intutition.  The good thing is the flexibility to change your mind.

I guess I sort of have both - I have IB but sometimes have conversations first with guests (with no information and  no profile  pic, which drives me INSANE)  sending reservation requests or reservation inquiries. Mostly everything asked in the inquiry is fully disclosed in my listing OR they are asking for a discount. Both of these things make me rather irritated,  so, I"ve felt much more comfortable and relaxed about my IB guests who give me a good explanation of who they are and why they're coming to the area ( and who have taken the time to read the listing and who don't ask for a discount)

But I"ve spent ages tweaking my house rules and welcome message to ensure I'm likely to get this information

With IB I have direct access to the guest  profile so I can read other hosts reviews of them, AND by using airreview I can also see what reviews the guests have left for other hosts.  So all up I feel pretty informed and reassured.

But if the IB guests don't give me much info and if they don't then respond to my messages, then I'd  probalby be getting CS to cancel.

Also @Мария15 the longer you do it, the more philosophical you get and the less things really disturb you.  I was a nervous wreck with my first 5 -6 lots of guests.

Now I'm into my stride and I won't take any nonsense. It's my house and I'm not anyone's servant. I do want people to have a lovely time.  I'll always try to be fair and friendly and try to see things from both points of view, but will call out bad behaviour and leave appropriate reviews.

It DOES get easier. Hang in there!

[Мария15]

@Rowena29Thank you, Rowena, for your kind words and reassurance. I am still nervous about this Airbnb "adventure".

BTW I like your name. I know you've been complimented on it by others but I can't keep saying it from myself. Beautiful! Is it a popular name in Australia?