I'd like some feedback from the wider comunity about something, which has just happend to me, but which I believe could or has already happend to other hosts. The topic has really two aspects: 1) A strange, bad review by a guest and 2) how Airbnb reacted when I contacted them about it. At the end I find Airbnb's reaction even more disturbing and I am really considering my options what to do about it. So my first call: ask the community.
The situation as short as possible: I am a host for the last 1 1/2 years in Auckland, New Zealand. I host only in summer as my place is open space, close to the water and really nice with the warm weather - less so in winter. I really go out of my way to make my guests feel comfortable. They have a large sunny bedroom, a garden and deck out to the sea and a bed with a mattress one has difficulties to wake up in. I also provide them with all my knowledge about NZ - if they want it. They get also free stuff, which I don't think every host provides (free beer or wine as welcome drinks, free internet, free international calls, free drive into town etc). And my guest appear to really appreciate it: from 18 guests I had 17 x 5 stars and 1 x 4 stars.
I had now a request from a father wanting to stay at my place with his 18 - 20 year old daughter (who lives already in Auckland). I advised that I could only offer a queen size bed in a single room and that this was perhaps not really what he was looking for. But no, he booked. Then there was no communication anymore until they arrive one afternoon. They went to town, then stayed one night (first Airbnb experience); in the morning they got my extensive breakfast, then left. I provided the same service, same standard as for my other guests and the house was in the same condition. The only thing, which surprised me was that they spoke constantly Dutch with each other and did not really want to know anything about NZ. I felt more like a waiter at times than a host in my own home. But this happens sometimes I guess.
Then came the two sentence review: The breakfast was excellent. But Gilles joint us too much during our stay. (not verbatum)
?!?!??!? (me)
And then came the marking: 3 for "accuracy", 3 for "cleanliness" and 1 for value! "1" for value?!?!?
I looked at this for two days in unbelief and then contacted (tried to) Airbnb. First their contact webpage did not work (2x), finally I rang. After I explained the situation the answer was "we do not change markings, as they are the guests opinons ..." Ok, I asked to speak to one level up. I did not get the promised call back, but an email arrived one day later saying "Airbnb values the freedom of speech and we do not remove, censor, or edit the rating left by your guest..." Right! (as we say over here)
Ok, here is my stance: I am really in favour of reviews as they can give the host as well as the next guests valuable information. I also believe that the markings are important to give the guests a good feeling on how things are at this particulat host. I also believe that as a host I will never be able to do everything right for every guest and expect some variations in my rating. Therefore, if they thought that my place was a 3 in accuracy and a 3 in cleanliness, then be it.
What I have difficulties with is an extreme rating, which does not at all reflect reality, be it in the overall rating, be it in respect to what the guest truely received - in case of "value". Especially "value" cannot only be subjective, but has at lest to some extent reflect reality, e.g. compare with the prices for general accomodation in town (my price is the same as the local YHA). I believed until recently that Airbnb had the same approach. This is why my argument towards Airbnb for requesting a removal of the "1" is, that Airbnb's own rules and regulations state: "Genuine reviews are the cornerstone of our community" . Genuine means for me "true", "honest", "in line with reality".
With my arguments I have provided Airbnb with my other star ratings, my status as a Superhost, the costs and age of the mattress my guests had been sleeping on and the costs of house renting and for hotels and other accomodation in Auckland etc, etc, etc. Nothing! I always get "We value free speech ..." (they never mention the word "genuine" in their emails though). I have now requested that my case be pushed up to an arbitration pannel. I don't hold my breath though.
You probably hear my disappointment in my description. And I am definately considering withdrawing as a host of Airbnb. But I also think that at the end, Airbnb is US, us, the hosts who go out of our way to make our guests feel comfortable, give them more than what they find in hotels or hostels. So why do we first get a title such as "Superhost" if in the next moment we do not get any true recognition and support from Airbnb, but just get such flipping answers when we have a real, genuine concern.
Let me know what you thing, and also what you would be doing in my case.
Thanks. And good on you for all that you provide and give to your guests
Cheers
Gilles