Unjust Review?

[Jeffrey214]

Dear host's

I recently had a guest that did not understand or thought the house rules did not apply to them. No worries, I reminded them of them and the stay  went well afterwards so I thought. But then they left their review.

We all know that getting reviews removed is almost impossible. Airbnb believes that all are necessary to protect not only guest but host as well. As a superhost I take reviews seriously. I have had bad reviews before and always make changes when possible to avoid another. I have learned to accept that fact I am not able to please everyone all the time. 

Chad's bad review comes at a bad time. I am in a slow period and this review will be one of the ones quest see. I see it as a vindictive as I had to remind them of house rules. But I would like to hear what you think about it and any advice you may have on how to handle quest in a positive

way when they are breaking the house rules during their stay.

I thank you in advance for all the advice you may have. Jeffrey

[Linda108]

Since you have already responded to the guest review and posted a very positive review for the guest,  the feedback I can provide is more on the lessons learned level. 

If you have a limit to an amenity, it is best to reiterate in the listing description and not rely on the rules.  Do you really want the guests cleaning the coffee pot and coffee mugs in the bathroom?  Perhaps a single cup coffee pot along with paper cups would work better for you.

While you describe the guest review as vindictive, your response appears to be that as well, especially given the positive review you posted.  A more positive, neutral response reflective of you as a caring and responsive host would surely negate the sour note of the guest review.

[Helen3]

I agree with @Linda108  @Jeffrey214 that your response could have been more neutral and professional.

Also the fact that you only reply to reviews that are less than positive makes your responses to these reviews stand out more.

[Kaylee18]

@Jeffrey214   I agree with the other comments. How you respond to a review means so much more than the actual review itself. Guests take your response into consideration when booking because it shows them what type of person you are. I am not only a host, but also been a guest several times on this platform, and one bad review in a sea of good ones has never made me not book a place. I think you will be fine 🙂 

I also suggest responding to your positive reviews as well 🙂