Torn about leaving a not-so-great review, or not.

Sean-And-Cate0
Level 1
Northern Territory, Australia

Torn about leaving a not-so-great review, or not.

We recently had guests leave the house in a very messy state. The air-con was left on and the windows wide open. Also left the fridge door left open. Our cleaner said it was one of the messiest she had ever seen.

They lady had fantastic reviews - about 17 in total so we can't work out what went wrong.

We are at a loss as to why us and why this time. She did have some friends book the house with her so maybe they are responsible but they all stayed together so she must have known the condition of the house when she left.

We aren't too sure what sort of review to leave - call it as it is or try to sugar coat as it will appear on her next post.

Any assistance would be appreciated.

Thanks Sean and Cate

5 Replies 5
Cynthia-and-Chris1
Level 10
Vancouver, WA

@Sean-And-Cate0 Why on Earth would you consider sugar coating it? Tell it like it is in a professional, factual manner. Sugar coating it does absolutely nothing for future hosts. 

Marzena4
Level 10
Kraków, Poland

@Sean-And-Cate0 The booker, if they failed to provide the details of the others in the party, is responsible for the whole bunch. Maybe the previous hosts got trapped in Airbnb's system of mutual review timing, just like so many more of us?

// "The only person you can trust is yourself"
Lisa658
Level 10
Hervey Bay, Australia

@Sean-And-Cate0

 

We had this happen recently so I know exactly where you are coming from.  You want to be a bit more gentle as it was likely the travel companions and not the actual guest who booked who left the property in such a state.  Ultimately the booker is responsible but you do not want to damage their reputation over something that was perhaps someone else's fault.

 

In our case, I clarified that this was a group booking and the scores were a bit harsher than the words.  You may like to add that this guest would be welcome to book again (if they would...) with assurances that the final check of the property was to be done by the booker personally.  You can mention that there was additional cleaning required and the property was not returned by the group in the normal respectful state expected or assured by other hosts.  Follow this with a positive comment perhaps about communication or check in and call it a day.  

 

Other hosts can then decide if they want to take a chance on an otherwise good guest or if it is another group booking, they can get peace of mind by specifically requesting that the booker be the last one at the property to ensure it is left in good condition.

 

Lisa

Sean-And-Cate0
Level 1
Northern Territory, Australia

Thanks Lisa - very helpful advice.

Cormac0
Level 10
Kraków, Poland

@Sean And Cate

 

A thump down and one simple exclamation mark "!" as a review should do the trick.

 

Regards

Cormac

The Explorer's Club Krakow III