We had our 1st Airbnb listed with Evolve for a over year. I agree with the statements about poor communication.
Many "owner requests" took 3-4 business days for a response, for example, seasonal change of photos took 8 days which included multiple emails, lost photos and an hour on the phone. When I told evolve that I was leaving and asked about the cost of purchasing the photos for an easier transition, they wanted to charge me double what they paid the photographer. (I had just hired him to shoot our 2nd Airbnb that was loaded in Jan and has been rented continually.)
In the beginning, when they matched me with a cleaner, I reached out to the woman that had initially referred me to evolve. She told me the cleaner evolve had provided to me as a resource, she had fired and provided video evidence of incompetence, and disrespect to the property. When I asked if there was a different percentage tier to adjust for the fact that they can't provide or coordinate with vendors to maintain the home, I was told it was a perk to be used at my convenience.
Meanwhile, I was sending the check in/out emails. Communicating with guests...I just didn't see the value. I paid them 5k last year for what I've been able to accomplish more efficiently myself.
When I did have unruly guests leave my house a mess, I was told that I couldn't leave any kind of negative feedback because it was my first Airbnb guest. Now I know they just don't leave reviews. And, as they are the account manager, the owner has no ability to share honest feedback about a guest for other owners to consider.
It is hard to leave all my 5-star reviews behind, but my summer is already rented with repeating customers from last year.
I have more stories but the long is short is I'm in control of my listings now and it's easier because I'm not managing the lack of response. When something needs to be done. I do it and move on with my day.
Heidi
Northwoods WI