how to write a bad review?

Viktoria56
Level 5
Algarrobo, Chile

how to write a bad review?

I know this sounds contra the airbnb spirit but , well first of all I really hate the review system and find many imbalances in it... especially towards the hosts. Mind you I'm a bit of a Montessori type anyway and don't like grade systems... anyway... I've been an AirBnB host now for 11months.  I would like to know the best way to give a bad review. I usually opt for not giving any review when I am unhappy with a guest. Mostly (90+%) we've had a wonderful time hosting but now I've had guests again that we're problematic from even before they came. I offered them to cancel if they wanted but they didn't. As it was, this young European couple didn't care anything about the rules of our house... greasy food in the bedroom etc... and to top it off were a bit combative and challenging to the house rules....as if they had some sort of special privilege?  Chile is a mess btw at the moment. Massive cancellations in AirBnB... I decided to let them come anyway figuring it could partially be all of the stress going on in the country presently.  I changed my cutoff time 3 times especially to accommodate them. I did their laundry ( for a very small fee) gave them breakfast etc... offered places to go... left out coffee and tea all day for them... all to try and smooth things and try to connect with them. Nothing seemed to work.. anyway.. did our best. I am a 2 time Superhost so I am traumatized by and have a lot of anxiety about these types of guests. Usually these types don't write reviews so I don't either and we just fugedaboudit. But this time they wrote something... don't know what yet because I haven't written their review yet.  I hope they haven't trashed my status. I had called AirBnB before their arrival... in a panic. Anyway... I was truly unhappy but I know if I write a bad review it will make me look bad... was wondering if there was a special way to do this. Thank-you for your time.

19 Replies 19
Lawrene0
Level 10
Florence, Canada

First of all, @Viktoria56 , it is not a bad review you need to write. It is an honest review. Just write what happened - not a rant, but a brief and professional account that gets your point across. "XX and XX challenged our house rules. We would not wish them back," or something like that. 

And you are going to hate to hear this, but you are doing your fellow hosts no favours when you don't write a review. We now get your terrible guests with no warning. 

Help us all, and help yourself (because you need to write a review if you want to write a reply to their review of you), and review your guests. I know it's hard. I dislike it intensely. I guess I am a montessori type, too. But until the whole thing is thrown out the window, we have to play along.

You say if you write a bad review it will make you look bad. If you write a rant it will make you look bad. If you are honest, concise and professional, you will look just fine. 

Hope this helps. 

Thank-you for your feedback. Very helpful 😉

 

Rachel0
Level 10
London, United Kingdom

@Viktoria56  For all you know, this young European couple may have  been disrespectful guests before at another property, but because a previous host perhaps did not bother to write a review, you did not know about it.  So please, for all our sakes, write a short, factual and honest review so that other hosts know what to watch out for in the future.  

Thank-you!

Branka-and-Silvia0
Level 10
Zagreb, Croatia

@Viktoria56 

 

This was a post about "delicate" reviews, I copy/pasted a lot of examples from comments 🙂

https://community.withairbnb.com/t5/Hosting/looking-for-short-effective-statements-for-quot-delicate...

Viktoria56
Level 5
Algarrobo, Chile

Thank-you!

 

Mark116
Level 10
Jersey City, NJ

@Viktoria56   I stopped reviewing everyone, because I don't want to trigger 4 star guests to decide to review me, so I will now only do reviews after the guest has done a review or if the guest was truly horrific.  Mildly bad guests, who mildly fail to follow the rules, who are mildly bad at communication, I leave it.

 

However a negative review of a guest will not make you look bad unless as other said you go on a 1000 word rant, or your comments would be perceived as overly personal, e.g. too much details about the guest.  A short, concise and professional overview of why you don't recommend them has no bad reflection on you at all.  

And in case they complain about you in their review, remember that your response is not for them, but for future potential guests, so it should be the same, professional, factual and non emotional.

 

Good luck.

I lived in Red Bank and spent a lot of time in Millville and VIneland when I was a teenager 😉

Viktoria56
Level 5
Algarrobo, Chile

Thank-you Mark! Very helpful. I do the same usually. I don't review guests I feel were not up to par or seemed uncomfortable and they usually don't review me. These however left a review as soon as they left and according to the reviews she is a 5star guest... NOT my experience at all. I'm nervous to know what they wrote even though I went beyond to try and make them happy... This star thing really bothers me. I had a couple of terrible experiences at the beginning of my AirBnB experience as a host and the 2 star review I got from somebody who wanted money from me still haunts me and AirBnB's unhandling of it as well... and his review "all fine".  It was a smirky attitude thing as well with the woman.. I said" Really nice meeting you." She said "Bye". Anyway had a bad feeling about them before they came... should have listened to myself.  Maybe everything is fine but I'm being a chicken and not checking the review. I will wait a few days to calm down and write a review... Sometimes the feeling yu get is wrong! I had a lovely young CHilean couple who were sooooo quiet and uncommunicative.. I was soooo sure they were completely unhappy... I gave them a 3 for communication... they wrote me such a beautiful review! With 5 stars! I couldn't believe it. Maybe it was a cultural thing. They came from a poorer area of Santiago and I think were first time AIrBnB users. I felt so bad about giving them a 3... I tried to change it even because theywere sooo communicative in their review so I wanted to change it to a 4 but AirBnB wouldn't let me. I really hate the way the star system and reviewing is presently set up.

 

 

@Viktoria56  Please try to think of reviews as things that should simply be honest, not based on what you think a guest might rate you or write in their review. If you honestly felt the Chilean couple deserved a 3* for communication, then you wouldn't feel bad and want to change it just because they left you a lovely review. Reviews aren't a tit-for-tat thing. But it seems you gave them a 3* because you felt they were being quiet and private because they were unhappy, so of course you would be inclined to regret it when seeing their nice review of you.

Base your reviews on facts, not on some second guessing of what a guest's chattiness or lack thereof might mean in terms of whether they are happy or not or what kind of review you think they'll leave.

I would never rate a guest poorly on communication simply because they kept to themselves and weren't sociable. That's just weird. Bad communication means they never answered your booking and pre-arrival messages, failed to communicate their arrival time, were rude to you when you tried to talk with them. Your guests are strangers to you- you have no idea if they are being private because they are shy, because they don't want to disturb you, because they aren't the chatty type, or whether they are unhappy with something regarding the stay. So it's pointless to make assumptions about the motives of a guest's behavior.

Do you have guests stay in your personal home, where you live? I notice you are a level 10 ... you must have a lot of experience. It's unnerving to have someone sleeping next door that is sooo quiet. Luckily they are the exception. With those types I actually lock myself in my bedroom at night. Nervous,,, and on one occasion... very afraid....

 

@Viktoria56  FYI the levels on this forum have nothing to do with experience- they only pertain to activity on these forums- a brand new host could make several posts a day for a week and get lots of thumbs-up, and go from Level 1 to level 10 in a week. It means nothing and there are no perks associated with it.

Yes, I host a private room/bath in my home, and guests have full use of the kitchen and dining area and the garden. Most of my guests have tended to be friendly and chatty. With some, it almost feels like we've known each other for a long time and we've gone out to eat together, or to the beach for the day, shared a bottle of wine or chatted over coffee. Of the ones who weren't like that, one older man went to the beach every day and spent the rest of the time in his room, online, as far as I could tell. He only came down to the kitchen to get some drinking water or grab one of the couple of beers he stashed in the fridge. When we did talk in passing (and once we actually sat down over coffee and had a short chat), it was obvious that he was socially uncomfortable- he was nervous and his voice sort of shook. He was aware of it, too- at one point, he said jokingly, "You can tell what a sociable guy I am." He stayed for about a week and I did feel a little relieved when his reservation ended,  so I know what you're talking about, but I never felt afraid or nervous, it's more that I'm just used to easy banter with my guests.

Another woman was totally straightforward when she arrived, that she had booked my place because it was quiet and private and out in nature, and that she came to be alone (she has a job where she's surrounded by and catering to people all day) and work out some personal stuff and not to take offense that she wouldn't be into being chatty and social. She was perfectly nice and sweet, complimented me on my home,  and we exchanged pleasantries when we were both using common spaces, but I never invited her to sit down for a cup of coffee or a glass of wine, as I often do with other guests, as I was respecting her boundaries.

Because I only host one guest at a time, I think it's different than hosting couples. Solo travelers tend to be more open and conversational, whereas a couple has each other to hang out with, so are more likely to squirrel themselves away. And yes, that sort of behavior would make me less comfortable in my home than guests who are reasonably sociable.

Now that you explain why you marked them 3*s for communication, I don't think you have anything to feel regretful for, simply because they left such a nice review. Your review was honest, theirs was honest. As it should be. It sounded like it was just that they weren't sociable, but if they actually didn't respond when you talked to them, those kind of folks really shouldn't book shared-home listings. 

I try not to be too quick to judge people, though. For someone like your guests, I would have no idea whether they're painfully shy, whether they are going through some personal stuff that is making them feel unsociable, whether they don't want to give the impression that they're imposing, who knows. Civility, i.e at least responding, should at least be forthcoming, but maybe they were doing some sort of meditation practice where they had taken a vow of silence for some hours each day 🙂

@Viktoria56  P.S. You know that guests can't see how you star rated them, right?

no, I didn't know that.... but we and the whole world can see how they rated us??? that's a little messed up.