How do I tackle the viscious reviews from guests?

[Weijie1]

There is a probability that I sometimes encounter some viscious guests, they are rude and elusive. After leaving, some of them leaving very bad grading, such as one or two stars, and some made-up complaints such no heating, no internest etc. 

How should I handle such kind of reviews? Is it possible to ask airbnb customer service to remove? And how one or two star will affect my profile?

[Paul154]

My coping mechanism is to charge more and care less.  

You can try to twitter Airbnb and ask them to remove. You'll have a stronger case if you mention extorsion

"This revenge review is a result of not giving them an extra day for free as the requested..."

You'll also have a stronger case if you did give them an honest review. Not something like "Guests were perfect..."

I was only being slightly flippant about charging more and caring less.  It is a real true side effect of the reviewing system.

As professionals we need to remember that complainers and guests who scam are the #1 reason that "Normal" people choose not to Airbnb. The review system discourages more competitors so we can charge more $$.  Laugh all the way to the bank.

As for caring less, I'm only human. I get defensive when I read a bad review. I have a knee jerk reaction to hate ALL guests.

But then I think of all the great guests I have had and I do know I'm being silly

Best of luck

[Matthew285]

@Weijie1, some experienced hosts have had luck having reviews removed when it could be proved that the review was untruthful. I would contact AirBnB and try to explain to them what happened (and be as professional as possible). If you can document ways in which a review is a lie, I think that can give them cause to remove it.

[Jessica-and-Henry0]

@Weijie1

I haven't had any problems yet but I always keep time-stamped pictures as proof about cleanliness or if the guest made a mess or violated one of my rules - I may give a warning and let it go, but I always make sure I have proof.

I also ask the guest directly thru message if they are having any trouble, difficulty with appliances, wifi or need help with anything at all, whether they are satisfied etc. - based on what other more experienced hosts have posted, I feel it's important to be able to prove yourself just in case someone decides to take advantage later. Better to be safe~

And @Paul154 makes a good point! I totaly agree that cheap prices bring cheap people. I'm not a "professional host" but I'm also not running a charity.

[Fred13]

I adopt somewhat Paul's mentality with a slightly different twist. Keep improving your place, progressively charge more and be more philosophical. Expect 10% of the human race to be lunatics (1/10); if you get only 1/20 of guests that are nuts, you are really doing well!

Hope that makes you feel better. 🙂

[Noelle25]

I have noticed that simply raising my price and upgrading my room, that my guest are much nicer and kinder. The best guest rates so far I've noticed are between $42-52 a night in my area. Ever since I have kept in that range I hardly have any problems!!!

[Miguel306]

As a guest, I’m a bit appalled at the comments here. It shows an underside of Airbnb I wasn’t aware of.

I have been throughly happy with Airbnb. Sure had some issues but never amounted to a bad review even when I was left stranded in Managua airport in rush hour, without as much as an address or proper directions. 

When a customer leaves a bad review the community has a chance to grow through competivity. You have a chance to reply to set the record straight. I recently had a terrible experience in a listing which I don’t consider SAFE for people to rent. My review was shadowbanned. We will have to wait and see if a customer ends up in a hospital to finally shut that place. 

I never had a problem in two years I have been a customer. It’s terribly disappointing. Hosting is not for everyone, a lot of rude people out there, you shouldn’t have to put up with them, but if you do rent, bad behavior is to be expected. 

[Gary194]

I’m pretty sure if you have written all the details in you profile telling your guests what you can offer them during their stay what are not, most guest will give a true and nice feedback. If they do give a bad feedback about stuffs that you have already written in your profile I’m pretty sure Airbnb can take that off