We were super hosts until we had an unrealistic review from a newly joined Airbnb guest group.

[Jo_Ian0]

This was their first stay with Airbnb & they have killed our business with their unfair comments as we have had no further bookings through Airbnb since their stay three months ago. They arrived on Christmas Day & let themselves in as I had explained we would be away for the day & I met them the following afternoon when they returned from an outing & they were an Asian couple with two teenage boys. The weather during the day was very hot but by night it had cooled down so I had opened the windows on our side of the house (under the same roof) before going to bed about 10pm. At midnight I received a call on the landline from Canada to say our guests had an emergency which turned out to be that they said they could not lock the front door & they had bugs. I went around to their front door in my dressing gown & found that they had already locked the security door & were wanting to lock the main door as well, so I flicked the snib on the lock for them. Next I investigated their bug problem which turned out to be two flying insects that had come in through the flywire screens due to the lights being on for hours as they had not gone to bed & it was after midnight. I removed those as we were in the other half of the house & had no problems. I was then asked to turn on the airconditioning all night as they wanted to close the windows, which I did. Why did they not just knock on the adjoining door to tell me of their concerns instead of photographing & internationally phoning Airbnb for over an hour? I think their teenage boys were bored & looking for something to do. Their unkind review, in spite of my best efforts, dared anyone else to stay as they would be expecting to stay in a country house but it was more like camping! Is there anything I can do three months later or do we have to leave Airbnb due to their damaging review?

[Emiel1]

@Jo_Ian0 

I think everbody can see this review is not to taken very serious, but i wondered: why did you not leave a public comment on it ? Their comment on your review is rather negative, allthough many potential guests will not read it (do not click through to the guest profile).

Did you check the amout of recent views in your statistics ?

Best regards, Emiel

[Jo_Ian0]

I agree, Emiel that it is far from serious although the ramifications for us as hosts have been serious, in that we have had no bookings since then & this is usually our busiest time of year. I was generous with my review of these guests, which as you would know, I have to give before I can view theirs, because they can ruin your business if they do not like your revew of them. Many thanks for you input, Jo & Ian.

[Sarah977]

@Jo_Ian0 I think you are confused about how reviews work. 

"I was generous with my review of these guests, which as you would know, I have to give before I can view theirs, because they can ruin your business if they do not like your revew of them."

Reviews are blind- the guest can't see your review, just like you can't see theirs, until they are both published. Always write honest reviews of guests. It is not the least bit advantageous to you not to, and hosts need to warn other hosts of troublesome guests, just as I'm sure you would have wanted to be warned about them before accepting their booking. 

Being "generous" in reviewing bad guests is pointless, although of course if there were some positive things you can mitigate the bad stuff with, then of course, do. 

[Jo_Ian0]

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@Sarah977 wrote:

@Jo_Ian0 I think you are confused about how reviews work. 

"I was generous with my review of these guests, which as you would know, I have to give before I can view theirs, because they can ruin your business if they do not like your revew of them."

Reviews are blind- the guest can't see your review, just like you can't see theirs, until they are both published. Always write honest reviews of guests. It is not the least bit advantageous to you not to, and hosts need to warn other hosts of troublesome guests, just as I'm sure you would have wanted to be warned about them before accepting their booking. 

Being "generous" in reviewing bad guests is pointless, although of course if there were some positive things you can mitigate the bad stuff with, then of course, do. 

---

[Jo_Ian0]

Hi Sarah, When I met the guests they seemed nice, normal people - until their so-called emergency in the middle of the night. After that, apparently nothing was right according to their revew. Thanks, Jo.

[Sarah977]

@Jo_Ian0  I understand. What I was referring to was you saying that "they can ruin your business if they don't like your review of them". They can't see your review until they submit theirs.

I also think their review is laughable. I'd not give it another thought if I were you. You have loads of lovely reviews.

[Susan1404]

@Jo_Ian0  I can honestly say that if I were a guest looking for a place to book, I would positively laugh at their review.  My own place that I host is in a very rural environment on my farm and bugs live here too, no matter how much you try to shut them out or exterminate against them.  Most of my guests, with the exception of one urban dweller, have been extremely understanding about the matter.  After skimming thru the rest of your reviews, they far outweigh your negative review and those are the ones that would stand out to me.  I think it just might be coincidental that you have had no further guests, and not so much to do with your last review. 

[Jo_Ian0]

Thank you, Susan for your comments - I guess we will just have to continue to wait to see whether anyone is brave enough to overlook the negative review to see the positive ones that gave us super host status.

[Lisa723]

@Jo_Ian0 @Susan1404 @Emiel1  I agree that this review is laughable and likely not a significant factor.

However, I notice that your property type is listed as "Private room in bed and breakfast".  This does not seem accurate.  It is a guest suite, not a single room, right?  And do you provide breakfast?

This may confuse prospective guests.

[Jo_Ian0]

Hi Lisa, Yes we do provide farm fresh provisions for a cooked breakfast each day for guests to prepare at their leisure in their private kitchen. I will try to change our entry to reflect this more accurately. Thanks, Jo.

[Lisa723]

And actually isn't it a whole apartment? Private entrance, kitchen, bathroom? 

Finally, your photos of the space are few and not great quality. Consider professional photography, perhaps.

[Jo_Ian0]

Hello Lisa

Yes, it is a self contained suite, half of a heritage country house. Thanks for your help, I will give it a try. Jo.

[Mark116]

@Jo_Ian0  I wonder if your listing hasn't dropped down in the search results and that is the reason, rather than a random 1 sentence review.

I would suggest that you make some changes to freshen up the listing that might put you higher in the sesarch results.  Take some new photos.  Change around the wording on some of the descriptions.  Change your price.  Start doing that every few days.  Block some dates, then unblock them.  Maybe turn on smart pricing..but make SURE you set your minimum price.  See if that doesn't help.

[Jo_Ian0]

Hello Mark

Thanks for your suggestions - I am not all that computer savvy but will give it a try. Thanks, Jo.