What can I do if client wrote bad review, which is not true?

[Irina4]

I had one client from France, young girl. I meet her at airport at 4 o clock morning. I accomodate her. Apartment was clean and nice. Later she ask about wi fi. I brought for her my own portable wi fi. My phone with new sim card I bought for her. 

Next time she got some trouble with guys outside house. My husband went with here to police to solve the problem

then her mother send for her money and she couldn't receive it because she had ony ID, no passport. I ask her to change to my name and I come with her and received money for her.

Then we arranged two excursions for her: dolphins house and desert Safary. 

Then she stayed few more days, then booked. Then my husband send her to airport. She didn't pay for transfer, because she didn't have money. 

When I come to apartment to clean, I found mess in apartment. I cleaned 2 days after her. 

And after all those troubles, she wrote very bad review. 

I was so disappointed that I cryed. I spend so much time and no thanks

How can I manage those situations? I am really surprised

[Irina4]

I feel so sorry for your situation. Some times it is a matter of missunderstanding. You did your best. 

But sometimes only one bad review can damage a lot of good work you do

[Tom196]

@Shani5

Sorry to hear about your bad experiences. One thing that might help is only taking guests that you talk to on the phone. We did this when we first started to make sure they were a good fit. Then you start to get reviews that are hopefully good, but honest. Now that we have 77 reviews on VRBO, for example, people who come know pretty much exactly what they're getting. We realized how much they were getting from that when people said things like they chose us because we let guests use the laundry, which we had purposely omitted from our listing, but they found in the reviews. Over time, if you get good, but honest, reviews, you'll target people who are a good fit.

Also, we try to greet every guest either in person or with a phone call and find out if there's anything they need. If you can fix it right away, that goes a long way to good relations.

Finally, I ask people "If there was one thing we could have done to make your stay more comfortable or easier, what would it have been?"

This question is key. If you ask, "Was everything okay?" people try to be polite and so they say yes. When I say "What's one thing you would improve?" they feel it's impolite *not* to think of something and they give you great suggestions. After two years of great suggestions from guests, we started getting more and more people who would say "You've thought of everything." And I would always laugh and say "No, I thought of half the things, and the guests who came before you thought of the other half."

And during that first year when there were some obvious things missing, I would make sure to follow up. So one guest said he really wanted and ottoman to put his feet up on at the end of the day and he had a specific one he liked at World Market. So I ordered it right away and a week later sent him a thank you note with a photo of the living room with the exact ottoman he recommended.

You just keep at it like that and invite your customers to join in the process with you. Overall our guests have been amazing and have really helped us so much with their comments and reviews. Sometimes I've been embarrassed that I had to be told to fix something, but if you ask people to help you, they will and it is infinitely better to know something is a problem than to not know.

In your case it should like your tastes may not match the guests you've been getting. Make sure the pictures show the things that people didn't like so that the guests you get will expect it. Like or not, if you deliver what they expect, they will treat you fairly. More than anything, surprises feed negative reviews (and positive for positive surprises).

[Simonehenken0]

I had a guest who told me everything was fine and great and super. And then she gave me a 3 star rating because my place would be far from the historic centre of Amsterdam. In my ad I describe very specific where my apartment is located. So she could have known that it takes a walk through the parc and 10 minutes by metro. And complaning about the weather? For heaven sake, this is Amsterdam in winter. I can't manage the weather.

I feel sooooo disappointed and betrayed....It's so unfair.

And now I don't have a Superhost rating.

How about that?

This is the first time I had a bad experience with a Airbnb guest. brrr.

[Del12]

I can understand how hurt you are, I too was devasted when my first airbnb guest who I had laid out the 5 star treatment for, Ie minded their dog with mine , while they enjoyed a dinner out, put out the big umbrella for them which I could hardly lift, let them sit on my front  garden where they could see the ocean.  Lent them a beach umbrella and chairs etc. etc. and all they wrote was "itwas a great holiday for a dog".   My tears flowed and I vowed never to have them again.  However since then I have had so many positive reports, even one saying I'm the best hostess ever.  Unfortunately you will get people who are never happy.  It was after the first people that I changed my description and told people it wasnt the Taj Mahal, but clean and comfortable.  Also one person said it was too expensive because I didnt have aircon.  In my reponse to their review I said maybe they could try somewhere else.  I find the best way to ask questions or make a complaint with airbnb is to go through Twitter, you get a much quicker reponse.  Dont be disheartened by this person who wrote the negative review complain to airbnb,  Us people who are dealing with the customers understand how you feel.  And Im sure airbnb realise too that not everyone out there is nice.  Good luck.

[Rose175]

@Irina0 i feel bad about your experience. I had a similar case like this. My Latin American guested told me she wanted to check in around 3pm and I said no problem. But end up she arrived 4 hours earlier and she didn’t even send me a sms or call to inform me that she was there. When I picked her up, she got so mad to me and after she arrived in my home. She said my apartment is too small. I tried to help her everything because she didn’t have any plan about Paris even she didn’t even read the metro map ! Then she wrote a bad review talking about the location made her confused.