Hjaaoo...

[Branka-and-Silvia0]

.... another 4* for accuracy and a reproving private comment from the guest who didn't read neither our listing's description nor our message... and, as we all know, assumption is a mother of all fuc*ups...

I feel like a big mamma dealing with ADHD kids... again ...and I am not motherly type ...  I need a vacation ... or at least a glass of mulled wine... oh, what a hell, a pot  😛 😛

[Branka-and-Silvia0]

@Robin4

hehe, in another hand we build up expectations in our minds of what the guest should be - the responsible grown up who reads the listing before booking  :))))))

I intend to print my whole listing on the paper and place it in the apartment with a big, bold title: This is what you booked. Maybe it would help... because to read it on a mobile phone where 90% of listing is hidden and you have to clik "expand to read more... " is obviously too demanding task .

[Yulianna0]

@Branka0& Sílvia, I’m thinking to go further and to make house rules in pictures... People don’t read, but may be comics will call their attention? 🤔 

[Branka-and-Silvia0]

@Yulianna0

my daughter is thinking to go further and make the house manual FUNNY video where she would walk arround the apartment and show them how to use the faucet, close the window, lock the door etc...  😄 😄 and then play it in an endless loop on the TV screen hahaha

[J-Renato0]

@Branka-and-Silvia0

Hello, I know it is a very unpleasant situation when we see that!!! The guest does not want to have what he/she booked (in some case dont read the listing), the guest wants to have what suits its fantasy of perfectionism!

Is the guest in question the one who complained about noise?

Did you perceived that the guest had a problem with noise and was not happy when asking feedback? 

If so you could have writen a fair review saying that "the guest is polite and whatsoever... however is very concerned with noise. Ms ....  is more suitable to listings that has sound proof windows or to listings that are located on streets where there is absolute silence! I do not recommend to hosts that has listings located on central and  lively areas."

The problem is, some guests (fortunatelly few ones) wants the perfect accommodation to suit all their whims (low price, lively area and absolute silence), but they can not see that... they are far way from being a good guest from the point of view of the host. They can not see that, what they want is almost impossible to get unless they book a hotel or listing with sound proof windows. So, someone must teach this of guest a lesson.  If the guest are very demanding about something, they should be demanding before booking as well! Should read everything and inform the host about its special requirements.

I have also noticed that, this guest who complained about noise has written another review about other listing that she stayed pointing out some controvertial "bad thing". There are some types of guests (fortunatelly few) that loves to be judgemental and very demanding! Usually it is a repetive behaviour. With no doubt better suited to find a perfect hotel or stay at home. 

Sorry for writing to much. However, I also have had this type of guest, and it get to my nerves! 🙂

[Branka-and-Silvia0]

@J-Renato0

no, I am not talking about the guest who booked the apartment in city center with windows facing the street and then complaining about the street noise :)))

I am talking about another guests who complained in a private message that  our listing says "free parking" but they didn't get it and how nobody told them they have to purchase daily ticket for the public garage so it was too expensive. And they dinged us for accuracy  .

Our listing says : ",,,, we use1 parking spot in the common backyard for both our apartments so please contact us BEFORE booking to see if it is available." 

( they just instant booked and unfortunatelly parking was already reserved by our other guests.)

In my first message I gave them google map itinerary to the public garage with instructions : "When you park your car then go to the exit and tell the guy you want DAILY tickets  because it is cheaper then if you pay per hour. The price is 8€ / day " 

(they overlooked this part of my message and had to pay per hour which costs them 20€ / day )

I rest my case... 🙂

[Rachael26]

@Branka-and-Silvia0 @J-Renato0 @Sarah977 @Robin4

Maybe if Airbnb would help out a little on this one...... The very first thing the guest reads after they leave the listing is a message that says - Great, you have checked out - now it’s time to leave a review - Let your host know what they can improve - help them for their next guests.....

Writing it this way just sets the guest up to try to be a mini travel guide expert and hotel inspector as some guests just take Airbnb’s instructions literally!

I had one guest (in private feedback thank goodness) write that it was hard to think of anything to improve - but since Airbnb asked - she would recommend I provide a selection of luxury terry cloth robes (in various sizes as well!) so guests would have a ‘spa-like experience’  while using the woodland outdoor soaking tub...... and those disposable white hotel slippers to match.    !!

[Branka-and-Silvia0]

@Rachael26lol 😄  I'm ok with Airbnb asking guests "Let your host know what they can improve AND HOW MUCH MORE ARE YOU WILLING TO PAY FOR IT ?" :))))) It would be interesting to know.

But that's another story, my guests just didn't read instructions and now blames us for inaccuraccy 🙂

[Huma0]

@Rachael26

Yes, the review process can encourage some guests to "try to be a mini travel guide expert and hotel inspector", but I think some guests try to be this anyway as it's just their personality.

I had one 4 star review from guests who didn't realise I was the only one who could see the Private Feedback. All of the comments seemed aimed at other guests who might not have read the listing, e.g. "If this bothers guests, it’s important they read info in advance. In our case we knew in advance and were happy."

They gave me 5 stars for accuracy, explaining: "Listing is very accurate. Includes detailed info about the place so it is important to read in advance. For someone with difficulty climbing stairs, they may find it difficult." PS the stairs are mentioned on the listing and there is even a photo of them.

What is the point in this kind of feedback/ratings? It is nonsensical to say that Accuracy is an issue, not because the listing is inaccurate, but because other guests might not read it!

[Huma0]

Sorry, I meant to say, they gave me 4 stars for accuracy, with the explanation that "Listing is very accurate..."

[Branka-and-Silvia0]

😄 loool @Huma0

[Yulianna0]

@Huma0, at least your got this long private feedback in your language:) And I had to deal with German to understand why my guests put me 3 in value:) Seems to be that they were expecting me to give them more than I have put in amenities and were very surprised that I did not. And again, lower price leads to higher expectations... 

[Huma0]

@Yulianna0

It's interesting because whenever guests mark me down on value, they never leave any feedback as to why. As I think my listings are good value (based on the research I've done on the many listings in my area), this always baffles me. They are not complaining about lack of any amenities or that they did not get what they expected and they chose to book at that price, so what is going on?

The exception is the guidebook writing couple above. They gave me 3 stars for value. They said their friends had booked a hotel with breakfast included in Central London for the same price. I'd love to know what hotel that is. Most hostels in Central London charge more for two people in the middle of Summer than I do. I wonder if their friends stayed in a room like this?

[Yulianna0]

@Huma0, I’m surprised that someone can complain about such place! And why to choose it if they want to pay less? Nice hostels and motels are waiting for them! 

In my case I thing that girls were spoiled by previous hosts that were making favors for them and took it as normal, not exceptional. 

[Huma0]

Thank you @Yulianna0.

This is what I really don't understand about the value rating. The guest knew the price when they chose to book. Unless the host failed to deliver something that had been promised, or was inaccurate in the description, how can they complain about value? If there were better value options available, why didn't they book them?!

RE favours and extras, well some hosts say that it is better to underpromise and overdeliver to get great reviews from guests. It's quite logical. The problem is that 1.)  If you are in a competitive area such as London, and I imagine also Madrid, underselling might not be the best marketing strategy! and 2.) You might create the kind of guests you describe, who expect extras and favours all the time.

The expecations my guests often come with usually involve early check in/late check out or storage of bags, even though my listing specifies I do not offer these. One couple expected me to feed them for eight days, although my listing does not include breakfast, let alone dinner! I have had one young man checking in around midnight, expecting me to walk to the tube station to escort him (it's a five minute walk along one road).

Perhaps you are right and these guests received these perks elsewhere. I noticed that the couple who could not cook, but refused to go out for dinner even once during the eight days, only left nice reviews for hosts that fed them. In one review they said, "We were allowed use of the kitchen to cook the food we had bought ourselves." Having experienced their nonsense in my home (moving things from my personal cupboards, complaining non-stop), I realised this was their masked dig at the host. 

[Yulianna0]

@Huma0, sometimes I think to add something like “extras and favors will depend on your behavior” 😆😆😆 And in fact I’m happy to add something when I see that people are respectful to me and my rules. I don’t think that we ask for something strange or difficult to follow.