Reviews

[Maree29]

I was under the assumption that Reviews by either guest or host would not be visible unless both had submitted a review?  

The reason I am asking is that I had a very difficult guest that I had to manage very carefully for 6 days and at the end of her stay I realised that she had expected to have stayed in the CBD, at a hotel with a conscierge, a driver, a chef and even a handy bank with Credit cards and a mobile phone!!  Not to mention food that she didn't have to purchase herself a tour guide and laundry maid.

So instead of writing a review that would reflect all of this I chose not to and made allowances for the fact that our culture is different, she had travelled alone for the first time and came completely unprepared for staying in a christian country over Easter when most business owners take a break and go on holiday if they can.

So to my surprise after 14 days, a review popped up from this guest and although had a few nice things to say, clouded those by her bad decision making.  Is this normal procedure, I am confused.

Thanks in advance 🙂

[Walter171]

Hi,

Need advise on one set of guests' review.

This set of guest have left a review which I reckon would be very bad.

Circumstances:

Booked for 1 guest but 4 is coming.   Adjusted the guest to 4 at the same price and they accepted, of course.

At the Airport, upon arrival, one of them misplaced one of their backpack (after immigration & customs) and had to go to Lost & Found to retrieve it.

Took the airport subway train and got to change train at a particular station.  They stayed on the train and end up back at the airport.

Arrvied at designated station with huge luggage  and backpack.  Had written to them week before arrival that the car used for pick up is small.  Ended up with 2 of them having to put their luggage on their laps.

At check-in, one expressed utter disappointment at the bunk bed and pull out bed.  All previous guests gave very good rating for it.  Other guests childrens love the upper bed of the bunk bed.  2 of them decided, unilaterally, to sleep in the SHARED living room sofa which is a sofa bed.  While the other 2 sleep in the room.  Never asked permission or offered to pay for additional usage of air-conditioning (2 more fan coils) at the living room area.

Apparently, the one who booked the room had neglected to tell or show the others members about the room and to which the photos of the room showed very clearly on the beds.  She had enquired about the bed arrangement before confirming booking.  She, probably, didn't inform them about the luggage size too or anything about the apartment either.

Insisted that I do not stay in my spare room and use the rest of the space for their exclusive use when it is to be SHARED areas.

Left the room and toilet and living dining are dirty and the sofa bed with food and liquid stains.    They were tidy and clean on the kitchen though.  They have assured me that they would keep the place clean when they insisted that I don't stay in my spare room.

What would be the best way to write a review for them when all the criteria would be of very low score? 

Their review would pull down my rating which has been mainly 5 stars and previous other guests have appreciated the great lengths to guide and host them.

Any advise please.

[Cathie19]

I think @Walter171 , that you have learnt a sad lesson. You have allowed the guest to be the boss, and you needed to have taken a friendly but firm hand from the beginning. Not charging for three extras in a small space will always be problematic. No matter how nice, they’ll just remember feeling cramped.

For your review:

The communication sounds limited

Their cleanliness has been sketchy and minimal to average

The overcrowding will affect their review.

Their entitlement needs to be noted honestly in a review without being personal.

“I am concerned the guest had not read the listing well, for their expectations were contrary to the listing as a shared space. Having assisted the booking guest by accepting their extra guests, it was obvious, there was a definite failure as a cohort to communicate. My limited luggage arrangement for pick up, or the listed bedding arrangements for the group we’re not known and caused friction within the cohort from the beginning. This was disappointing, as all amenities and services offered  were true to the listing and communication. 

I’m sure they will learn the spirit of the Airbnb community way, but currently, they may be better suited to a hotel. I do wish them well for the future and I will continue to make welcome my future guests.”

==============

DO NOT give them a thumbs up or recommend them.

DO NOT  accept future large groups when the space crowding will affect your reviews.

DO charge appropriately and limit guest numbers.

Do continue to communicate well with your guests via the Airbnb message board for documentation, should something go wrong.

Remember: your space, your rules!

🙂

[Walter171]

Thanks Cathie. 

Alot of useful advise. 

Just a point or two.  The room they booked is and has been suitable for 4 guests, as with previous guests who has given it high rating.

The size of luggage for free pickup, at the nearest station, has been clearly communicated too. 

My guess is the one who booked didn't kept the rest of the members informed. 

Yours advise is indeed useful and I will bear in mind, from this point forward to avoid those who are extremely thrifty in the booking. 

I was trying to be helpful as they were coming to attend a convention held here in Singapore and my thoughts were that they only needed the room for the night to sleep and shower. 

[Rich103]

Let’s say someone checks out on January 2.   
Is the last day to review January 16?    What time zone?