Never satisified tenant - concern about review

[Troy14]

Hi,

I am hoping you can help me. I have been with AirBnB for a couple of years and strive to ensure that every review is 5 starts. I am constantly a Super Host and now have 26 reviews with an average of 4.8 stars.

I am having some real troubles with the current guest, in that I can't seem to satisfy them and they are complaining about things not in the house, even though it was clearly articulated to them in the description and the discussions.

What options do I have as I am paranoid that are going to give me a very bad review?

Any suggestions or help would be great.

Thanks

Troy

[Rosemary18]

You are a Super host so you have your heart in the right place. I am a super host too and when I review those who knocked me down a peg or two I sensed something about those people from the start. Always trust your intuition. You are committed to excellence. It will show in your reviews over-all. There are some people that you could not please with a seat in heaven. 😄

[Helen3]

Difficult to comment as you don't say what the guest is complaining about. What do you mean they are complaining about things not in the house?

Do capture her complaints and your responses via BNB messaging....ie Sorry to hear from you today that the sky wasn't blue, I do appreciate this is something you would have liked but unfortunately I am not able to control the weather .

[Troy14]

Thanks Helen.

I am using the AirBnB messenging to capture everything. The tenant has complained about a mattress that has always been fine. I asked for a picture which they won't send. They complained about a queen bed being too small, even though it was clearly listed as a queen bed. They complained about not having a bedside table yet the pictures clearly show there is no bedside table.

I have offered them early check in, late check out, a free night, to go down and replace the mattress etc.

I am really running out of options.

I think what they want is their money back, but I don't think that is fair considering the lengths I have gone to, to make them happy and to do what ever it takes to keep my 5 star ratings. I will still have to pay for cleaning and everything else.

Is it possible to stop an unfair review or to have one removed?

Thank you for your help.

Troy

[Andrea9]

@Troy14

What you say about guest wanting a refund sounds about right.

If you have recorded everything on the ABB messaging and it is still ongoing and their stay is for several days yet, I think I would send them a message saying that " it is unfortunate that you booked my place (which is as clearly described in my listing) despite the fact that you obviously had much different and higher expectations. Since you haven't in any way been willing to take me up in my offers to help where it is possible >>name them<<< for me to change anything, I'm not sure how to proceed here.

Because I want my guests to be satisfied but am not being given the chance to implement any adaptions I've suggested beyond what you booked in the first place, it seems a much better solution for me to contact Airbnb in your behalf to have you re-located to a another listing more to your liking and expectations for the rest of the stay. Do realize though, that a listing offering you all the ammenities you desire will most probably be more expensive than mine."

Then I'd see how they react. And maybe call Airbnb in the meantime to check what they could do (but also since this would be on record that there was a problem