Help with guest review

Suzanne302
Level 10
Wilmington, NC

Help with guest review

I had a guest who was not bad, but I don't think I'd want him back as he just did some things that annoyed me, but may not annoy another host. Specifically:

 

-Gave me an ETA, then arrived an hour later.

-Ignored check-in instructions that said to ring the doorbell if there was a car in the driveway, and instead just let himself in when he first arrived, leading me scare him when I came out of my room as he entered.

-Extremely socially awkward. Extremely. So much so I felt I had to hide just to escape the awkwardness.

-I have two shelves in the refrigerator labeled specifically "GUEST SHELF". He placed his items on the other shelf, with my items.

-Sat down at my coffee table to eat, instead of my table.

-Rearranged my couch cushions.

-In spite of rules stating "no use of kitchen glassware" and in spite of the fact I leave glasses IN THE ROOM for guests to use, he used 3 of my glasses from my kitchen cabinet.

-I have a bin in the bedroom clearly marked for recyclables. He put some cans in the bin (it was NOT full, not even close), then put more in the trash can in the kitchen.

-In spite of clear instructions to leave any extra used blankets on the floor, so I know to wash them, he put the blanket he used back on the shelf. I know he used it because he left the door open one day and I saw it on the bed. It was also folded very badly. 

 

All in all, just minor annoyances, nothing to rate him down, I don't think. But would other hosts want this info? I believe he was genuinely a nice guy (although awkward) and he left the place clean.

 

How would you handle the review? Ignore the annoying things he did? Or would you want to know these things even though they might not necessarily be deal-breakers?

16 Replies 16
Suzanne302
Level 10
Wilmington, NC

Thanks for all the good input everyone! And @Ben , your wording is genius! I finally went with:

 

"Darren was a genuinely nice and very pleasant guest! I believe he tried his best to navigate the rules in my shared space."

 

It reflects exactly how I felt about his stay and hopefully hosts will be able to read between the lines. As a host that review, coupled with a lower star rating would make sense that this is not a "bad" guest, but he might have some quirks. I hate seeing glowing reviews, yet the guest has a 3 star rating. Why would a host leave a glowing review yet give the guest less than 5 stars???

 

I had one recently with 2 reviews...4 stars. Both reviews essentially said, "Great guest, would love to have again!" That doesn't help!

Kelly149
Level 10
Austin, TX

@Suzanne302 I'm dreading the day that ABB posts the standard rating that a host "gives" alongside the reviews that they "receive"....

 

bc honestly, there have been a TON of folks that I wouldn't want to have back (and my thumbs down said so!), bc if you rent a House, with an Owner and then somehow act like you're at a HOTEL, with a STAFF, then you aren't actually a good House Guest!!

 

I'm kind of with @Sarah977 if they don't follow the instructions about bedding and trash and some general housekeeping items, then that I'll let go. But if they don't communicate (except when they want something) and they leave lights and AC blaring for their whole visit and they leave a bunch of mess that really would have been pretty simple to deal with then that I think justifies less stars in those categories.

 

I think it's a combo of I'm fussy and my market draws a bunch of young nincompoops. But the day ABB tells the world how honest my reviews are may be the end of my ABB reservations. (but then again, I prefer my VRBO guests anyway)

 

My standard, you didn't burn the house down but I was glad to see you go, review is "2 night IB for 4 guests". Maybe it gives a clue to other hosts, but it doesn't give the guest the ability to be ticked at me or argue about how they were better than what I said.

More tools to help you meet your goals

Resource Center

Explore guides for hospitality, managing your listing, and growing your business.