Reviews

[Michael360]

Hello! I am a new host, i just started at the beginning of this summer and I am truly enjoying it! I have some questions though so I wanted to start with reviews. I have tried to be as thorough and honest as possible in my listing. I still get people that complain about location, I know there is not much i can do about that but it makes no sense. I fully explain the neighborhood and where it is. Anyway. The one that is really bothering me is recently I had two different guest hit me on cleanliness. Which is frustrating because I have 2 master bedrooms on the second floor that I rent out and that entire floor is kept spotless, I mean spotless!!! I explain in my listing that people are welcome in the other areas of my home because it is huge but when they come into these areas they are coming into my area of the home and it may not be immaculate. I really think these people are banging me on the cleanliness because of my part of the home, which isn't dirty but my art studio is in the house so my house can be cluttered at any given point and time. But this is clearly explained in the listing. How can I get people to read through the entire listing? I mean I get people who show up and are surprised to see a dog here!!! Enough ranting for one post. Any feedback would be greatly appreciated!

Michael

[Christian115]

I get you. I thoroughly explained that in the southwest we use evaporative cooler and while air BND does not have an option for elaborative cooling on the site, I am a house with cooling and I explain it but people still complain that they can't get the house to nearly freezing temperatures. My two bedroom house it's cheaper than a hotel room and I wish that guests would keep that in perspective.
You might just offer only the bedrooms for guests. Tell them when they arrive that they may use your spaces too but it is a curtesy and not part of the lodging?

[Elaine-and-Duane0]

You might ask your guests why. It might be a good opportunity for you.

[Monica4]

@Michael360 I have the same problem. 1) Location. I am beside a busy highway right at the start of a village. Some people love the location because it is close to amenities while others find it noisy. Both facts are in my description.

People don't read.

2) Cleanliness. Some people write in their reviews that my listing is very clean but then only give me four stars for cleanliness. My listing is an old farmhouse surrounded by fields. It is not a sterile enviroment. Sometimes flies or lady bugs enter the house and that is mentioned in the listing. Even so, one guest complained about the lady bugs and marked me lower for cleanliness. The critters that enter the old house have nothing to do with "cleanliness".

I have one repeat guest that only gives me 4 stars. So, for this guest I give her four stars even though she is a great guest. Some people just think that there is no such thing as perfect and will not give 5 stars at all.

[Sandra126]

@Monica4, you have ladybirds! You are so lucky, wish I had a few too. They are highly prized in the garden around here... You can also make a wish (old folk lore) if one lands on you. Watch for it to leave of its own accord and make a wish at departure. This I was told as a child anyway, mainly I think so we didn't hurt them when they landed. Instead we watched them sit on us for a while, planning the wish in readiness. Can you convince your guests that ladybirds mean luck?

[Jean75]

I totally agree, I dont think people read the listings, if its reasonably priced and in the general area they dont seem to read any further !

[Lee49]

I find that you need to set each guest's expectations personally in the messaging thread.  Even then they will still ask you for your address when it is just 2 messages above.  This is just part of dealing with people, many aren't that bright.

[Kathryn55]

Hi,

I am also suffering the same problem with low location ratings. We are 2 miles from the city centre yet constantly marked low for not being IN the city. Our description and map location is very clear however appears a lot of the location information is not available to the guest until after they have booked. 

We've spoken to guests personally during their stay and they say all is fine, no problems face to face, write a positive review then rate us low on stars! 

Any one have any suggestions on how we can improve?

Thanks

Kathryn 

[Lois-and-Darryl0]

I agree with others that much of the problem with confounding reviews is because most people don't read the House Rules.  In addition to Airbnb requiring Guests to comply with the House Rules, when I receive a Booking Request or an Inquiry, I tell the Guests that before I can approve, I need them to read the House Rules through and agree to comply with them.  They all come back and say, "Yes, we read them and can meet the requirements."  However, I believe only ONE Guest (out of 14 so far) has actually read them.  I know, because I have two little "tests" in my House Rules, that if they did read them they could very easily pass.  I couldn't be clearer or more specific, and people couldn't respond more clearly - specifically saying, "Yes, I've read them."  And most Guests break two or more of our House Rules, although nearly all of them have been fine Guests, PEOPLE DON'T READ!!

[Bob39]

What are the tests in your house rules? I want to add something like that.

Thanks!