Unfair review and lack of support protection from airbnb

[Ella3916]

Hi there

I have recently had a bad review. The content of the review was as follows “this listing is accurate, tiny room with limited facilities” and we got 3 stars. Our listing is specifically for a ‘small’ ‘cozy’ room with ‘own bathroom across the hall’, we specifically say that there is ‘no kitchen access’ and there is only ‘tea making facilities’ and a ‘fridge in the room’. The private message from the review said we should charge less due to the limited facilities and that in hindsight they should have gone to a motel.

We use the Airbnb price calculator for listing and on that particular night we charged $85 nz dollars. Our room is small but well appointed.

The cost of a motel that night in our town ranged from $124 for a very basic, old, dated room with a shared kitchen, to $209 for a room with tea making facilities and a fridge.

When I complained to Airbnb, their response was along the lines of hard luck the review is not contrary to our policies.

I am so disappointed by this response and feel that Airbnb should do more to protect its hosts from these types of reviews. If some books a small room with limited facilities because the price is right, it’s really unfair that they then give a bad review because it was a small room with limited facilities. Has anyone else had these issues and are there any alternatives.

so disappointing!

[Branka-and-Silvia0]

@Ella3916 

Your room is beautiful 🙂 But can you really forbid smoking on the street? Is it forbidden by the city ordinance or that's something you personally don't allow?

I am not familiar with prices in your area but it happens often with budget-friendly listings. People book what they can afford but then they are not happy because that's not what they really want. Instead of being happy to find something they can pay they are blaming you for their frustration and lack of money.

And the fact all hosts know - guests don't read the listing's description, often even don't look at all the pictures in the gallery, they just read the title and assume the rest.