Outlier reviews - want to cry and quit air bnb

[Wendy684]

I just want to cry 😥 I've spent all year since March working to recover from a false 3 star review (I know not even 1 or 2) and just approaching 4.9 when bang another 3 star with false feedback. Claimed I was late for check in. No I bloody wasn't! Though it really helps if the guests answers my messages asking what time they want to check in ffs! 

Best alternative options for letting a room to air bnb as I've had enough of them? 

Second person to rate 3 stars for cleanliness right after cleaner been round 🤔 this time day after another guest rated as sparkling yet air bnb don't see a problem!

Disheartened and frustrated as hell

[Cathie19]

So sorry to hear of your dilemma @Wendy684.

Everyone is currently in the same boat, with both guests and hosts being held to ransom by the outlier reviews. But this effects our earnable  income, so it matters!

A.      Maybe ensure that you send an Airbnb message that I am now on site for your check in arrival. That is time stamped with Airbnb. The guest gets to see this as well, which should deter negative check in responses in the review system.

B.       Do you take photographic evidence of the state of your place, just before check in?

I do this EVERY check in. As I use my IPhone, it timestamps automatically.

Yes, it is a bit tedious, clicking the same inside cupboards, showing how the rooms are presented, assets, cleanliness. All of it in room shots... or necessary closeups, such as in the oven. Once that guest has departed and I’m past the 14 day review concerns, I delete them. So worth the effort as part of my quality control and for insurance. If someone wants to verbally complain, I can always say I have images of how it was immediately before check in. That can stop the threatening guest.

This way, you have photographic evidence, not just for damages, but ALSO for visual proof that the space was clean. You can show imagery that the space WAS clean, so AIrbnb can recognise your outlier retaliatory review, for removal.

I also think also that if the less than professional cleaners did this for validation for the hosts’s documentation, they might up their game.

[Wendy684]

I spoke to air bnb - because I had an exchange via message with the guest regarding check in. At least I messaged them asking what time they would be arriving but they didn't tell me. My listing actually says to advice on booking what time they expect to arrive too but they didn't. So I advised that I would home approx 4pm but that I was only around the corner if they let me know when they were arriving. They just turned up at 4.30pm. I think she was getting at the fact my check in says from 2pm but seriously I couldn't have done any more to have accommodated her accept wait by my front door all day! I literally would have come home to meet her any time she wanted if she had advised me grrr!

It looks to me like except for the check in which was 2 * she has gone through everything else down the middle. 

I literally had another guest check out day before rate it all 5 stars and sparkling clean. And that was before the cleaner came in!

I pointed all out to air bnb. But they say they can only ever remove written review. They will not ever change the rating given. So they might remove a bad review but they won't remove the bad rating that went with it 😦 what is the point of that really?

Ironically her public written review was fine. Which makes even less sense

[Martin333]

Hi

you have nice reviews, so just get over this one. It won't harm, it actually creates credibility as all 5 stars who would believe that.

One of my properties gets marked down every now and then - as it cant be accessed with a large car. First time I was livid, but what do people want?  - Tranquility or a large car park in front?  So now I just ignore it or use it as a highlight.

I tell our guests that we do greet them personally and thus an ETA would be nice or they might have to wait for me, as  a tractor on the road can create hell with any schedule.

The important thing is to enjoy hosting, specifically the people that are appreciative of what a place has to offer. The others - well if they pay - so what.

Yes - this has a hint of "thick skin" but one can't get it right for everyone.