Airbnb mentions guest complaint but no details are given ?

[Med9]

Hi, I'm fairly new to hosting. My last guest wrote a positive review, but privately wrote "something" to Airbnb for which I got a notification about inaccuracies... however, the guest never mentioned anything, and Airbnb did not give me any details. Is there any way to know what the complaint was, not as a confrontation but to see if there was effectively an oversight on my part that can be amended for future bookings? I have contacted the guest and kindly asked for his feedback but don't expect to hear back from him (if he had intended to tell me I assume he would have done so!!). I also contacted Airbnb but... no luck so far. It seem a little absurd for the company to tell us there is a complaint but not tell us the object of said complaint -- how then are we expected to improve our listing/standards if we don't know what needs improving (or if the complaint was even justified)? 


Any experiences / insight from any of you?

Thank you

[Mary600]

hello

i have just contacted airbnb with same complaint.  i am incredibly busy with hosting and in last 4 weeks have made substantial improvements to my hosting accomodation, and now im getting complaints?! it doesnt make sense. thinking there is a glitch in the traffic at airbnb. lets hope we get this resolved

[Susie5]

Hi @Med9 @Mary600, this happened to me about a month ago.  I got the automated message so I contacted the guest: 

Dear XXX, Airbnb has indicated that you were dissatisfied with certain aspects of your stay at my place. I would be grateful for any specific feedback you'd care to provide so that I can improve. All best wishes, susie

His reply:

Susie, The 2 points I noted 4/5 are : - No full size bedroom - bathroom on second floor with a narrow circular staircases even if i knew the 2 things when I booked. My family and I thoroughly enjoyed our stay and will revisit you for a future stay. Regards, xxx.

Aug 14, 2017 · xxx

So there you have it!  He  booked my place knowing he would be dissatisfied with several aspects of it.  He booked for 4 persons and it's hard to find a place for 4 in high season here in Boston, so maybe his choice was restricted, but hey, that's not something I can fix!  One thing is for sure, he WON'T be staying with me again when he comes back to Boston! Sometimes you just can't win. Just soldier on and pour yourself a nice glass of wine!  best wishes, Susie

[Med9]

Thanks Susie 🙂 You are right, can't make everyone happy but i was mystified... he gave me a (I assume) 4 star rating for cleaning when I literally, get on my hands and knees and make sure every nook and cranny is as clean as can be.. i hate cleaning because I am compulsive about it when I do, and I DO clean every inch of the guest room... I live in an old country house and wonder if he misread what to expect in an old Italian country house with stone walls... hmm... he is the same person who just did a tour of our (world famous) Tuscan wine region but didn't actually know the name of the region so I guess it comes down to one's own parameters... you are lucky your guest responded. As I imagined, mine didn't and I can't get through to Airbnb so... I'll go grab our great Tuscan wine and move on! 🙂 

Thank you for your encouragement 🙂

[David126]

Not helpful so just delete.

[Terri38]

I had a couple of those too, about the amenities not being accurate.  After (as usual) not getting any reply from the former guests, I decided to ask someone completely new.  She quickly pointed out that by listing TV, cooking facilities etc that guests may be expecting to find them in their room.   I included them as I was happy for guests to use the TV in the lounge, the kitchen facilities etc.  I removed them from the room listing and that particular problem went away.

Now to find a remedy for the guest who complains that she has to hold the shower hose when showering.  The shower that is listed as a hand-held shower!

And the guests who complain that the house is too far from the city and it takes too long to get there by bus.  Distance (in miles and km) as well as travel time is clearly listed.

<s i g h >

[Marzena4]

@Terri38 As for the shower - the hand-held is just a shower-set, a standard now in Europe and possibly elsewhere, while "shower" brings to mind a cabin or at least a glass protector on the bathtub and a shower that is over you and you don't have to hold. At least to my common sense.