reviews

[Elo2]

Hi,

I would like to know  if there is a guest data base we can consult before accepting a reservation. If a guest has behaved badly with other hosts, do we have any way of knowing their names and IDs? Is there an Airbnb guest "black list" or something of the sort? This would really help to avoid bad experiences... 

Thanks,

Eloise

[Karen-and-Brian0]

Hi @Elo2 Click on the prospective guest's profile and you can see the reviews they have (if any). There isn't (to my knowledge) a database of lousy guests, but I do know that any who have received a "thumbs down" are not able to use the Instant Book feature, and a good thing that is, too. Hosts tend to be very kind, diplomatic and afraid to cause offense but if you see something like "may be better suited to a hotel" in a review, it's host code for AVOID THIS GUEST AT ALL COSTS! I hope that helps - Karen

[Elo2]

thank you! I'll try your suggestions immediately.

Eloise

[Elo2]

Hi again,

the more I read about awful guests, the more I wonder why hosts tend to be diplomatic - is there a penalty for giving negative information? Clogging up the sinks, leaving the place in a mess, ruining your sheets... why the politically correct approach to slobs? Why can't we use name and surname, be blunt and tell the whole truth so that other hosts are informed about these (few) horrid people...?

Thankful for any suggestions you might want to add!

Eloise

[Karen-and-Brian0 · Accepted solution]

Hi @Elo2 I think most Hosts use the private message to the guest feature to explain what areas need improvement rather than in the public review, but I have seen some that were public & very nicely done - "telling it like it is", but pretty diplomatically. Of course if the guests trash the house & cause $$$ in damage, a no holds barred review is in order & those guests should be banned from Airbnb permanently. You will see some of those really scathing types of reviews from time to time but I think in most cases they just cause the offending guests to close their account and create a new one & start fresh. They know no one will rent to them with a review like that on their profile, so they ditch the profile. A tactfully worded review which doesn't set off alarm bells for the guest, but definitely gets the message across to other Hosts solves that problem IMO. If I see "better suited to a hotel" or similar in a review, it's a red flag & I will not host that guest.

I agree some guests shouldn't be on Airbnb and should be culled and banned. We have "Report this guest", the "thumbs down" button, and the private message to Airbnb about the guest - hopefully taken all together, these all help keep the bad apples out. Unfortunately, I imagine there are new bad apples joining all the time so, although I do look at reviews and rely on other Hosts to be truthful, other steps to take are just as important if not more so - I don't have Instant Book enabled and I enter into a detailed screening process with each guest request, as well as require 2 forms of government issued ID. It's still a risk but I feel by the time they arrive & are given the keys, I have done all I can possibly do to cut that risk. Hope that helps! Karen

[Elo2]

I can't thank you enough for your detailed message, full of tips and explanations. I understand that a scathing review will only make slobs open a new account. Unfortunately, in my case, nothing happens when I click on the guest's photo anyway, so I suppose he has no reviews...? He's arriving tomorrow... wish me luck!

Thanks again,

Eloise

[Karen-and-Brian0]

Hi @Elo2 Yes, likely a first timer - but not necessarily a bad thing, as all guests have had to start there at one point in time. Hoping it all goes well for you - keep us posted! 

[Ange2]

@Elo2   I have mostly first time guests with no reviews, but the vast majority of my experiences have been great.  Good luck!

 As a precaution here are a few things that may be helpful:

1. Make sure you have Airbnb Contact info. on hand, Twitter is best, but here are more ways.
2. Meet them and go over the rules, how to use things etc., many do not bother to read
3. Be there at check-out to check on everything before they leave
4. Contact Airbnb if they create problems you cannot address
5. Stick to your rules - I do this on a case by case basis.  Unfortunately, being generous and lenient can sometimes end up in a far worse situation because some people take advantage
6. Keep a record. Many say the message board is best for that, it's useful as documentation should problems arise
7. If there is any damage, document it, and call Airbnb straight away. There is a limited time frame for claims
8. Think about charging a deposit if you don't already, this can be used for smaller claims. I have a deposit but many don't for various reasons.

Again.  Good luck, here's to a wonderful experience for you!

[Andrea9]

@Elo2

I recently read a while back from another host that when checking in her new Airbnb users she usually brings to their attention in a nice way - like

'BTW, I don't know if you are familiear with how Airbnb works? We will both be asked to leave a review at the end of your stay, and I love giving my guests good reviews to help them build credibility on their profile, and for me they are important to help me stay on the good side of the algorithms on the site (or something like that). Now if there's anything I can help you with, something not working for ex., do let me know, so I can fix it for you."

I tried this with my last newbie guest, who actually hadn't known the review thing, but she was so polite she didn't seem like somebody who would be a nuisance anywat. But the thought of an evaluation at the end does seem to get their attention! 

[Theresa89]

I am not a writer, so please excuse my lack of organization with this post, but you'll get the just if you read through.  This is my experience with our most recent booking. This guest instantly booked and had 8 previous positive reviews. We have the "Ring"video doorbell so we knew exactly what was going on, a bad situation brewing.    We needed guidance and action quickly.

This took 3 phone calls to Airbnb to get a competent person to handle the situation. The 1st person was just ok. Then later, I had to call back and give an update and this person was clueless (maybe first day on the job). I decided to try to call back and get someone different and I am so glad I did. Chanel K. answered the phone an he was great. He was experienced, knew just what to do and let me know all my options and what would happen if I choose that route. It was as if I was talking to the owner of Airbnb. He was so on it. If, when calling Airbnb, you don't get someone who knows how to handle the situation, just excuse yourself and call back until you get a competent person.

Let me first say my husband and I love hosting. We have hosted some really great people and has greatly enriched our lives. This was one hosting experience I do not wish to have again. My husband and I are new to Airbnb. Before we started hosting, we heard horror stories about hosting and letting strangers into your home. The reservation with Stanley was one of these horror stories we had heard of & were worried about. It did end up well because Airbnb & the county police came to our rescue. Airbnb assured us this was the exception & is what we have experienced. Stanley said he was traveling in town to attend a family wedding, He instant booked for 1 person, but there were many people staying at the house. I messaged him and asked him to let me know the names & ID of all the people staying at our house. Airbnb was not aware of all the people & had no way of verifying them. Stanley didn't respond until after Airbnb cancelled this reservation. As a matter of fact, Stanley & his friends were preparing for a large party, which Stanley said is was a bridal shower for his relative. One also doesn't have a bridal shower the night before a wedding, but he insisted that is what it was. Never-the-less, there are a few issues here. I never agreed to hosting a bridal shower, even if that is all it was. Our listing says no parties or events, which Stanley ignored. There were also over 20 different people (complete strangers) coming in & out of our home. The reservation was for 1 person. An Airbnb caseworker Chanel K. called & instructed Stanley, because the terms were violated, the reservation was being cancelled & they (he & all the guests) were to vacate immediately. This call was approximately at 4:00 pm. Voicemail & email were sent to him. At 8:15 they still hadn't left, which Stanley said he would earlier in the messaging but now, he was now refusing to leave. It was getting late, I had a tenant in the basement who was afraid to stay there at night because of the situation. We had to call the police to have Stanley & his 6 friends (at that time) removed from the property. The police came & I showed them the conversation by messaging I had with Stanley & also the conversation I had with the caseworker. The police gave Stanley & his friends, the option of leaving peacefully or being arrested & going to jail. After the police escorted people to get their things out of the house, the group left with great protest. This made for a long day.. This was a really bad experience. The next day, Stanley requested his money back. He was very upset about loosing the money he paid, but I am supposed to be ok with him trying to get over on me.

I want to say, I trusted and depended on the reviews other hosts gave. Be honest with your reviews. I reviewed Stanley to warn others about the situation. Because he had these other positive reviews, all 5 star ratings, he was able to instant book.

The POLICE had to be called to remove Stanley and his many friends from our property. This is a WARNING to all those hosting or considering hosting Stanley.