Guests not reading listing and giving less stars in reviews

[Jonathan-J-K0]

The main issue I have is with check in, the app is super clear with how to get to an apartment, by having an icon that says 'directions', a map function which is interactive and there is a big tappable element that says 'begin check in'*.

There are three ways to get to an apartment and it floors me how many people don't look at their booking at all. My fourth method is to guide them via text if I am not there.

I had a guest complain that he didn't get the door code (it's in the instructions) and I was hand holding him via text and he got to the 7th floor of the listing itself and never raised the issue of a door code. I was literally checking him in, asking him questions in real time and my assistant was at the door who let him in. Not once did he mention not having the door code.

In his review he complained about not having the door code when he checked in AND when he returned late at night, he still hadn't bothered to ask either of us for the door code (I was asleep, but my assitant wasn't). He wrote a review complaining about not having the door code!

My new listing has been suspended for a day with a 2.5 star rating. How is this fair?

The other negative rating I received was for a spiteful review because I wouldn't give someone a cash deal for a +1 they didn't check in.

Since Airbnb isn't interested in these details (spiteful review or a review from someone who can't read), what incentive is there to give others a review when these people are morons and or the aspects of the review which is their fault, can't be ignored by airbnb.

*I would point out guests that have trouble checking in, avoid this big red button because they consider themselves already 'checking in'.

[David126]

What some Hosts do is have a coded phrase at the bottom of their listing which prospective Guests are asked to quote when booking so you know they have read the listing.

My place is really easy to find but not if you use Google maps, I tell every booking exactly where I am etc but still some ignore.

Can not cure stupid.

[Jessica875]

But for those of us who rent rooms only for a short while get penlized for stupid guests, buy shutting down your account.  How is that fair?  

You can't fix stupid, but you can have compassion for those of us who have to deal with stupid.

Jessica

[Jessica-and-Henry0]

@Jonathan-J-K0

I totally agree with @David126 that there is no cure for stupidity. I usually try to filter out the "idiots" who don't read my description or rules.

[Marzena4]

Don't forget, @Jonathan-J-K0, to always response to such reviews - use the option below them, make yourself sound professional and unemotional.

[Jonathan-J-K0]

Thanks for the replies, I really wish the ratings weren't so hapzard. Hosts try so hard with their property and anybody can just put 1 star because of one thing.

The worst part is the guy complaining about the door code complained about mosquitos entering his room (they are unusual for winter in Hong Kong), but that is my fault, what's worse is he killed it and left it spattered on my wall!

[Jennifer--And-My-Brother0]

I am cleaning the walls between checkins already but I have to mega do it after a guest smoked.  I didnt put it in the review as it will harm him in future bookings but I told him in private feedback. 

I try to pretend when a guest makes a mistake that they are me or my brother and we just had brain fog so misbehavior is okay but when they give me a low rating when they have been a lot of trouble, i take issue because my brother or me might make mistakes as guests but we would never give a lower rating to a host whom we caused a lot of trouble.

I once lent my laptop and printer to a guest where we had to stand by the garbage cans two floors below for HOURS and she gave me a lower rating and never mentioned my help.   I appreciated the criticism that was constructive but the hours i spent with her were not appreciated by her despite her off the airbnb record thanks.  I took pictures of her shoe boxes and the printer in the garbage area. I also bought her Vietnamese spring rolls to eat because she had been at the computer for hours and I was starving so I bought her food as well.  I think that when that happens and it has happened to me a lot ... well, I know that I would want people to be lenient towards me BUT the character test is that I would never give them low star ratings after I received their help and or leniency.  There is the difference and that is when I know that is something to remember about that particular guest. 

[Edwin57]

Like I said many time on the Community my Dad and Mom welcome guest,my Dad gives the guest the walk through and yes explan about the door how to come in and out, you just can't blame guest is our responsibility to show them and explan, my Dad tells me son people come from all kinds of life and you know what i mean diffent back ground diffent cultures some people don't have doors 

[Helen3]

Hope you pay him well @Edwin57 🙂