Advice on guest review

[Sandy-And-Eliot0]

We've been renting out private rooms in our log cabin for about a year and a half. The cabin is on a wooded property about a mile down the road from a former mill town in North Carolina that now has a concert venue, a couple of great restaurants, kayaking, etc. - a destination spot. Most of our guests are folks attending a concert who don't want to drive back to Raleigh/Durham and stay one night. So far, all of our reviews have been positive. My son lives in the cabin year round and is my co-host. This morning I got a message from the couple who rented a room last night saying that they decided they were not comfortable staying last night and that they felt the pictures and description on- line misrepresented "what the living situation is really like." This is simply not true. I responded that I was sorry they weren't comfortable staying and asked if they could say more about how the photos and description misrepresented the listing, that we try to be accurate and would appreciate their feedback. She wrote back that it was "hard to explain the sense of simply not feeling that it was a place that I would feel safe sleeping." Nothing about the photos and description. Now my guess is she is a woman from the suburbs who was uncomfortable in a wooded, rural setting. There is nothing objectively about the cabin that is unsafe and as I said we've had all positive reviews to this point. I've decided not to message with her anymore because her replies have been inconsistent and subjective . But, what do I do about her review? Not write one? Write an accurate review with low ratings and indicate I would not rent to her again? I'm also concerned she will write a negative, baseless review. By the way, rather than tell my son last night that they weren't staying, they texted him 20 minutes after check-in to say they were stopping back by to grab something. Apparently, they took their bag and left the key on the bed and closed the bedroom door without telling him they weren't coming back. Advice?

[Fred13]

Some guests just do not 'fit', for many reasons. It is a matter of odds, sooner or later...

As I understand it - IF~ you do not write a review, then you can't respond to their review, which in this case it ~may~ be an important option to have, in case they say something absurd. So..

1- If she doesn't write a review then why write one, it is all a moot point since it is an event that didn't work out.

2-If she does write a review perhaps just give the basic neutral type, "X book our place, but didn't stay.." because you do not have a clue which way this is going, and really what is there to do say.

3- The respond? Well it depends on what the guest says. Keep in mind the greatest value of your response is how it comes across to your ~future~ guests, in tone and in manner. Whatever you do, perhaps best to make light of the matter, it is just a guest that didn't fit what your place is all about, nothing more.

[Sandy-And-Eliot0]

Thanks, Fred - good advice!

[Rebecca181]

@Sandy-And-Eliot0 As a former suburb gal who ended up on a bunch of acreage in the boonies on a ranch prior to moving north to the Coast, I agree with you that they may not have been prepared for a more rural listing. If you feel your listing is accurate, than there isn't much to change. If it were me, I would not review the guest, but if they review you, you do get the opportunity to respond if you review them as well.

I think it is important to respond if they say something that is detrimental about your place. I'd keep it short and sweet, just giving the date of the booking, and only give more details if you need to make a response to their review, if they leave one. Responses also should be relatively short and non-defensive, but it is so important to stick up for your own property. Perhaps you can also take the feedback and look at your place again with a fresh eye and make changes (e.g., are the outdoor areas around the house well lit (we use high powered, chargeable solar lights all around our semi-rural beach property)? Does the property seem inviting, warm, and comfortable in general? Is there some fencing around the property to keep out wildlife, etc) if you see fit.

Every now and then I get 4 stars on something (I'm a super host) and even if it hurts at first I try to find something that will help me improve the property and the stay for upcoming guests. So those are my thoughts - Hope it helps!

[Sandy-And-Eliot0]

Thanks - I appreciate the sound advice!

[Fred13]

Hiya Rebecca. It appears we basically said the same thing, at the same time. 🙂

[Rene-and-Zac0]

@Sandy-And-Eliot0 get the concert schedule in advance and raise the rates on those nights. Put in an outside fire pit too. People love those at cabins. 

Is there an option to buy the whole cabin for the night or did you mean your son shares a room there full Time?

I can see a female not wanting to sleep in a cabin in the woods with some creepy dude she’s never met before.

Not saying your son is creepy but she might have got a bad vibe from him being there. 

Plus every single movie where a pretty girl goes to a cabin in the woods and some guy is already there ends bad. 

I personally would have slept with one eye open and my pearl handle .38 for that $59 room rate,lol. 

Figure out what what type of gues5 you want to attract to your listing. 

Do you want the “one night stand” of the concert crowd? 

Or do you want the weekend rental crowds? 

Plan it right and you can get both. 

‘You know it’s hard out here for a Host’

[Sandy-And-Eliot0]

Thanks for your feedback. My son lives in the cabin year round so there is no option to rent the entire place. All of this is clearly described in our listings. I don't think it was a vibes thing - her husband was with her, and my son's girlfriend and her toddler were there when they arrived - all very friendly.  From what I can tell, she is pretty inexperienced at Airbnb ( only 2 reviews since 2011) so that is likely a factor.

[Linda108]

@Sandy-And-Eliot0  Sounds like a mis-match of guest expectation and the experience your listing provides and your review could reflect that.  I would mention the guest is new to Air BNB and "may be better served by the predictable hotel industry" which is a warning to other hosts.

When I have a guest inquiry or reservation from a new guest, I quickly respond with confirmation of information about my place.  Even if you have it clearly stated in your listing description, you could confirm the guest expectation.  For example, I clearly have a dog in my place, but because a guest cancelled after realizing I had a dog, I often confirm that the guest understands there is a dog.  Whenever I get unexpected feedback or cancellation, I take it to heart and learn from my guests' perception.