Reviews for guests... what do other hosts want to know

[Emma-and-Mark0]

Hi,

We had a guest stay recently who was a bit of a nightmare. We're in the UK and we've been through an unprecedented heatwave. Our guest arrived and told us how much she loved the apartment. A couple of days later she got in touch to say that she was too hot in the apartment and wanted to leave. She asked for a full refund for the nights she wouldn't be staying. We said this wouldn't be possible but that we would refund 50% of the remaining nights of her stay if she wanted to leave. We also offered to hire an aircon unit at no extra cost to her. She was not happy as she said the aircon unit was inconvenient, however, she accepted it and stayed. She also complained about the lack of airflow in the apartment, that when she cooks the smell would also be in the bed and living area (it's a studio flat), that she would have to use two pillows to get the required thickness of pillow she likes etc etc.... When she left we found that she had broken a wine glass and a glass saucer (we think she hid that as we couldn't find the saucer... just a couple of pieces of glass). She has left us a review but we are yet to leave her one so we don't know what it says (We are expecting it to be bad as she said someone should warn people of how hot the flat gets!). My question is... (I'm getting to it at last!) is how do you leave a review for a guest without sounding petty. Most of the things she did were small on their own (and usually not worth mentioning) but altogether made her a bit of a nightmare. And what do you as hosts want to know from other hosts... do I list the things that went wrong or just give an example? Thanks in advance  : )

[Mark1357]

Hi Sorry to hear that your having guest issues. Most guests you must admit are more understanding and ultimately enjoy their stay regardless of some issues. To make the review process genuine is the reason why Airbnb won't let you see what they said before you can comment is so you get a true review that is in influenced by the others comments negatively/positively. From what I read the guest had valid issues regarding the heat and it sounds like you made every effort to accommodate her.  I would put myself in her position, what would  I want if I were the guest? This is a Guest Service/Hospitality industry. We are providing a service and that sometimes puts us in the position of taking the high road at of course our cost. Broken and damages items are expected, assume that this was not done on purpose, accidents happen. (Cost of business)  I would as always give an honest review of the guest maybe pointing out the unusual weather event and how you fixed it. Hopefully the guest will also be as fair. Also a small discount may be appropriate for their troubles. Maybe offer them a small discount on a future stay at your place. (Typically they will never use anyway but it makes you look good) hope it all works out. Good Luck! 

[Mike-And-Helen0]

A lot of experienced hosts have said keep your review factual, and the real power comes in how you respond to any negativity in her review since that is what your future guests will read.

Maybe

X stayed for two nights during a heatwave. She said she was too hot and we offered her an aircon unit (aircon is not standard in our temperate climate) which she accepted. She broke some small items during her stay and  didn't mention it.

[Branka-and-Silvia0]

As I see it @Emma-and-Mark0 she is one of those guests who book studio ( because it's cheap) and then complains because it's not an apartment.... and books a listing without A/C and then asks for a refund because she feels hot ... etc... In other words:

Guest X booked our budget-friendly studio but more luxurious and bigger accommodation would better suit her needs.

[Emma-and-Mark0]

It is a luxury apartment and not cheap, but the description and photos make it clear that it is a studio : )

[Branka-and-Silvia0]

sorry @Emma-and-Mark0 😄 I didn't look at your listing, anyway, then just " bigger" 🙂

[Alexandra316]

@Emma-and-Mark0 I would keep it short and factual. I would say something like:

"X stayed with us during an extreme heatwave in the UK, and despite our best efforts, we found her to be a difficult guest to please. We would not host her again."

I wouldn't go into too much detail, nor would I mention the breakage. Guests do break stuff fairly regularly: some mention it, some don't.

I'm confused about her saying that the aircon unit was "inconvenient"... what other fix would there be? Asking God to turn down the thermostat a bit?

[Emma-and-Mark0]

Hilarious!! That has just made us laugh! I think she found it inconvenient as the hose had to go out of the window...  I really like the:

'despite our best efforts, we found her to be a difficult guest to please.'

[Alexandra316]

@Emma-and-Mark0 some people are just never happy!

[Mark116]

@Emma-and-Mark0  I don't mind if guests accidentally break a glass, etc. but I do find it offensive when they don't admit it.  That is the tacky, sneaky behavior of an immature jerk who has zero respect for me or my property which I have graciously loaned them.  To your question, hosts want to know if the guest is someone they should be wary of, and if wary, in what degree...were they generally entitled and difficult like this guest, or were they truly awful and damaged and broke rules with abandon.

[Branka-and-Silvia0]

@Emma-and-Mark0  exactly, I don't know what they are thinking .. do they think we will not notice or they think it doesn't metter?

We had a group of guests who broke one IKEA vase worth 1,5€ and they told us and want to pay for it :))) ... and then we had guests who broke the bed, the door, the sofa... and said nothing during or after they stay, they didn't even respond to our damage claim.

[Sarah977]

@Branka-and-Silvia0  My neighbor had a maid who was really klutzy- she seemed to break something every time she came to clean. My neighbor said she wouldn't have minded so much but for the fact that the woman tried to hide the evidence, stuffing broken dishes and vases down below other stuff in the garbage can, instead of owning up to what she'd done. Of course she eventually got fired.

[Branka-and-Silvia0]

Clumsy maid 😄 sounds like a character from a children's book haha

@Sarah977 

[Yadira22]

@Emma-and-Mark0 

Hi 

hope you are well. 

I would say something like...

Despite being a polite person- I would find it difficult to recommend this guest. Upon complaining of the recent heat wave which heat Europe, no solution provided was sufficient for her. I wish her luck in life but wholeheartedly believe she is better suited for commercial hotel occupancy only. Thank you. 

Hope this helps and what was said above is correct, some people will never be happy so... you do you and know that it was enough. 

Have a beautiful day! 

yadira 🙂

[Sarah977]

@Emma-and-Mark0  I won't give you any sample response, as others here have suggested really good ones. In general, other hosts just want to know what challenges, if any, a guest presented. It doesn't have to be detailed or specific, I think you get the drift from what others have suggested. I don't need to know a guest broke a cup and saucer, I just would like to know that they failed to mention small things they accidentally broke, hiding the evidence. Most hosts are pretty good at reading between the lines.

And if you have to give a somewhat warning review, I think it's good to also find some positive things to say about the guest, assuming there were some, be it good clear communication, that they left the space clean and tidy, that they were friendly, whatever applies. It shows that you are a fair person and don't just focus on the negative, as well as hopefully mitigating a guest's reaction to seeing that they were criticized.