Responding to untrue review from host?

[Skye31]

I've received a review from a host claiming I left their property dirty, didnt clean the kitchen floor, left the oven dirty and I put dirty things back in the cupboards!  I emptied the bins, washed everything in the kitchen we used and put it away and even bought kitchen paper to stop the grill getting filthy!  I didnt vacuum the floor, and there were some crumbs, but I thought that is what the cleaning fee is for?  Am I wrong?  I certainly didnt leave it in the state their review makes out.

I gave them very good feedback, and only told them personally that the bed was terribly uncomfortable.   How do I reply to a review that I feel is untrue, rude and might affect my future bookings?

[Emiel1]

@Skye31,

You have the opportunity to leave a public comment on the review. Do not use emotional words like rude, untrue, but stay to the facts. BTW the cleaning fee  is to prepare the accomodation before guests check-in. If you leave an appartment i think crumbs on the floor gives not the best impression to some hosts.

Best regards,

Emiel

[Skye31]

Thanks for your reply.  I did empty all bins, clean work tops, wash all cutlery/plates and leave all towels off the floor. Is it normal to also mop the floor, vacuum, scrub the oven and leave it scrupulous to remove crumbs?  

[Ann72]

@Skye31 I mean, I don't expect guests to clean the whole place - that is what the cleaning fee is for.  But it's pretty widely accepted that you leave it as you might leave your own place when you're going out of town.  Like when you look back over your shoulder you might say Golly, there are crumbs all over the floor, let me just grab the dustpan and brush and get those out of the way. 

I thought their review sounded mean, and it sucks to have something like that on your profile.  But the only thing you can (and should) do is, as @Emiel1 suggested, leave a public response.  If I'm looking at a guest who got a bad review for cleanliness, my mind would be easier if I saw an apology from the guest after it.  No excuses, though.  Just, "I'm so sorry, So-and-So and So-and-So.  Thank you for pointing it out - it won't happen again."  Really eating crow.  It's not really about what's the absolute truth at this point, it's about how future hosts will perceive you.  If you give an answer like that, you show you're a bigger person than they are.  And a potential host will think that you probably didn't know what the expectation was, but now you do, and they'll be okay with hosting you.

[Sarah977]

@Skye31   Of course I have no idea how the place actually looked when you left, but as a host, I certainly wouldn't give a guest a bad review for leaving a few crumbs on the floor, nor do I expect my guests to vacuum, mop, or do a major bathroom cleaning, only to clean up their own personal messes. And I don't even charge a cleaning fee. 

Now if a guest spilled some sticky stuff on the floor, I'd expect them to wash it up, that sort of thing.

And it kind of depends on what sort of listing you're staying at. I host a private bedroom in my home, but hosts who have whole house or apartment listings may not have another guest checking in for a few days after you leave, therefore the cleaning for the next guest might not be done for a couple of days. So leaving crumbs, food, or anything like that that could attract rodents, ants, cockroaches, I'm sure those hosts appreciate the guest cleaning up before they leave.

Hosts should really let the guests know what the expectations are as far as cleaning. And guests can also ask, just to be clear.

As far as the review goes, other hosts here have given you good advice, just respond to the review in a non-emotional way, making it clear what you actually cleaned, and that you weren't aware that the host would expect you to vacuum, mop, etc. as you had paid a cleaning fee. 

[Sandra126]

If I read your reviews as a potential host, I would think the hosts were a bit fussy. You have two nice reviews. I don't appreciate dirty things getting put back, but crumbs on floor, dirty hob, well they are everyday affairs. Even if a guest has wiped down the kitchen I do it again. I don't think you need to worry. I love it when a guest empties their bin but many don't. No probs. My guests don't have access to the vac anyway, that is my job! The cleaner the better in order to keep a host happy. Some hosts have rules for what is expected. If they do, read. And don't put things back which are not really clean.

Some guests put things back WET! Like really wet. This is totally bizarre. Yet none of that gives you a bad review if you stay with me. Behave well,  communicate well, leave the house in good order and don't disturb neighbours and I am a happy camper.

[Skye31]

Thats for all your advice. Its really appreciated.