Review Feedback/Retaliation

[James1401]

I recently completed a trip after which my review/feedback resulted in what I feel was a somewhat aggressive response. I'd like to get some perspective on how I should expect reviews/feedback to be received by hosts after a stay.

We were staying in a one bedroom condo for a short ski trip. Everything about the unit from a bread and butter standpoint was fine. There were two things that rubbed me a little bit.

First, once we arrived in the unit, we found documentation/signage banning us from having guests. Being a ski trip, we were spending time with friends and being forced to tell everyone that our condo was off limits for lunch/a short break was a bit of a bummer and I felt like it should've been mentioned before arriving in the unit.

Secondly, the host stocked the unit with snacks/wine but left signage all over the place asking that money be left in a tip jar for anything used. This was actually a nice perk but the sheer volume of signage was a bit much and it felt like being sold at in a place we'd already paid to stay.

I left a review marking all of the individual measures 5/5 but rated 4/5 overall. The host then offered their response. I'm quoting both below. Did I do something wrong here? Surely remarking on my experience shouldn't constitute a campaign by the host to limit my ability to use the platform.

[Paul1255 · Accepted solution]

Hi @James1401 I hope you are well!

Reviews and feedback can be taken by hosts in any manner of ways- the best being an opportunity for growth and learning 🙂

It appears that your host didn't take too well to your review, and you wouldn't know that giving 4* is actually really bad for hosts- but I understand why you'd do it. I'd say the hosts issue is more to do with your star rating than the words.

The response by your host appears on HIS profile and says a lot more about him and the way he reacts to feedback than it does about you- your profile has 4 good reviews (including his).

Will his reponse affect your ability to stay as a guest in other airbnbs? No! (assuming here that you wouldn't want to stay with this host again anyway), but it sits on his profile for all to see, and for future guests to see when they are looking for a place to stay.

I for one wouldn't book a listing where the host sounds off in such a way, even if all the other reviews are fine- it shows a different side to a host that isn't very pleasant.

Hopefully the experience hasn't put you off using the platform again!

Paul 🙂

[Marit-Anne0]

@James1401 

As this review response is a personal attac and will probably not meet the airbnb guidelines, you could ask airbnb to have it removed.  

That said, such a response would only backfire on the host as it is a really unprofessional response to a review and leaves the host in a very unflattering light.

[Branka-and-Silvia0]

@James1401 

if you scroll down your host's listing you will find this under his house rules: No smoking, parties, or events. It usually means that only registered guests are allowed to use the apartment. Most listings have this rule, we have it too and it is additionally and clearly explained in our house rules.

It is not just for liability / insurance purposes but also to prevent any damage done by the guest of our guests, overuse of amenities and utilities, noise which can disturb our neighbors, number of cars on the parking lot etc...  Hosts have this rule to prevent unregistered overnight guests as well.

Your host responded in a very professional manner and tried to explain all of the above in a few sentences. But, yes, he coud skip the part about you not being welcomed any more.

Here in Airbnb, our business depends on your reviews. Only overall review counts. If the average rating drops below 4,8 we lose super host status. If it drops below 4,6 we are delisted. So it is understandable why we don't want to host again anyone who gave us less than 5* in the past.

Some hosts leave some snacks, coffee, tea, wine .... for their guests without additional charge. Some hosts don't leave anything. Some hosts leave "emergency snacks" in case their guests arrive late at night but expect guests pay for it. It varies from host to host. If you didn't want to pay you could leave everything as you found it, go to the grocery store and buy the food and beverages for your group. You had a choice.

[Olivier291]

@James1401 ,

In addition to @Branka-and-Silvia0 post your hosts listing precise in the description and house rules that "guests are not allowed to have visitors onsite!" and "No visitors allowed on the property... registered guests only".

Anyway this public answer will only be available going through the host profile, what most hosts don't do. 

[Susie111]

@James1401 

One of the charms with Airbnb is that it offers stays at unique accommodations.

As you probably already know.

That’s why it’s so important to take some time to read and understand the listing description 

and the house rules before the booking. 

Because we all have our own personal hosting style.

You will have no trouble to use Airbnb in the future and l’m sorry for the 

harsh public review. 

[Elena87]

@James1401 

On the listing you booked it states in the description ;

This listing is for a max of 4 people... guests are not allowed to have visitors onsite! 

Then the house rules state;

- No visitors allowed on the property... registered guests only

From the host's point of view, perhaps they are irked that you booked a place where the rules appear to be clearly stated in advance then you complain about the rules you agreed to afterwards. Why book a place that doesn't suit your needs. Your comments may fall outside the bounds of constructive criticism, in the host's opinion. 

They might think that 'insistant pleading for tips' is a barbed and spiteful observation. If you give comments like this, it shouldn't be a surprise that a response is offered.

The host evidently felt the need to elaborate in the response to justify the reasoning behind their set up.

I'd agree the final comments on the reply are clumsy and ill advised for the host but have no bearing on your future bookings.