Great and removable review?

[Kenny56]

Hello there our Airbnb community members!

We hope all is well there! We recently encountered a review written by our guest : The house is very clean and comfortable to stay. Nice view from the balcony. I like the environment and design of the house. Suggest to upgrade the tv to smart tv so that can watch YouTube. The only con is the sound proof not so good. The upstairs guests make noise until midnight effect our sleep :(.

Especially the content of 'The upstairs guests make noise until midnight effect our sleep :('. We also made follow up calls and messages prior, during and after our guest stay. Even inform the guest we can help if anything they need or request during their stay. No complaints at all. But left a negative review straightaway after their stay. We believe that the content refers to circumstances entirely outside of our control for this case. What do you think about that, removable review? 

Sincerely
Kenny

[Emiel1]

@Kenny56 

IMO it is not a negative review, there is only a remark about disturbing noise. So no violation of Airbnb terms, which is neccesary to get the review removed. You already commented on the review, so next guests know you take complaints serious, preferable brought already to your attention during the stay.

[Kenny56]

Hello Ms Emiel! Thank you very much for sharing your thoughts about the case above. Appreciate that. Yes, we hope our next coming guests understand that. As that really out of our control even we wanted to help. At least we can arrange if issue arises during their stay. Fyi, upstairs guest also non permanent guest. 

[Sarah977]

  If there are upstairs neighbors who are loud, you should disclose the possible noise factor in your listing. And you could also provide earplugs for your guests. 

You are upset that the guest didn't mention this during their stay, yet say it's something outside your control, so how would them mentioning it have changed anything? Would you have spoken to the upstairs neighbors? 

I agree with Emiel- it isn't a negative review at all. They have mentioned nice things about your place. It's fair for guests to also mention things which weren't to their liking. It's not like they went on some big complaining rant.

@Kenny56

[Kenny56]

Hello Ms Sarah! Thank you so much for sharing your thoughts about the case above. Really appreciate that. Yes we agreed with you, Sarah. Thank you for sharing the tips! And that’s right, Sarah. As much as we wanted to help out our guest if we got that information. But no. Only realised after their check out and review. Fyi, our upstairs neighbours also non permanent residents. They are handling by service apartment also renting out as short terms stay. 

[Kenny56]

Hello Mr William! Thank you so much for sharing your thoughts about the case above. Really appreciate that. Yes and right, William. You understand that. We did our best. As there was no response since after their check in with our follow up and greeting messages via Airbnb chat. And that’s it.