How do I write a negative review for a guest without sounding horrible

[Liz223]

Hi there

I'm a fairly new host, 6 months now. I need to write my first negative review about a guest who stayed recently and decided to cancel.

Issues were

She said she accidentally made a booking for an extra day and wanted a refund for that day.................. so I refunded her back for a day............. she never said thankyou even though I dont have to do this

When she arrived she had a hissy fit about no locks on doors however we never said we have locks on doors and infact if we did put locks on doors it changes the cost of the councl tax and insurance in the UK (HMO issues).........So we put a bolt on the inside of her door and I explained why we did this.

SHe then swapped rooms in the house WITHOUT asking permission, or letting me know............this caused me no end of problems with having to re-set the calendar and stop double booking, and with the help of Airb&b I sent the offical request to her to accept the change........................ she would not accept this change and I sent numerous requests to her (voice message, text message and airb&b messages over 3 days).

SHe finally left before the end of her booking and sent a curt message to me saying she had spoken to airb&b and they said I HAD to give her a refund.................. I had been in touch with airb&b only that morning and they told me I do not have to give refunds in this case, so obivously she was lieing to me. 

How to tell future hosts this on a review without sounding like a whingy person but still get the message across, when I send out the review?

She is the worst guest we have ever had.

THanks

Liz

[Lawrene0]

We learned a great deal from [name of guest] about handling extra requests and complaints. 

How does that sound? Was anything good? Cleanliness, for instance? Mention good things first. If you find the suggestion harsh, you can certainly adapt. Just don't fool the rest of us hosts into thinking we want this guest. We will love you for your honesty, and Airbnb will love you for your professionalism. 

Oh, and give her a thumbs down. 

[Sammy35]

Sandwich the feedback.  Something neutral-negative-end on positive note.  Be transparent but factual and no commentary or emotion.  Very matter of fact points for being or modeling good guest behavior.   One thing I've found it to make it casually conversational but not get into commentary and personal opinions.  

We're used to guests who....
A few ways you can create a solid review trail that will help you achieve great guest status and great stays
Ways to guantee booking requests acceptance...
Some things to perhaps consider for your next stay...
Something you might want to confirm before your next booking...
You might want to think about...

When possibly provide solutions and not complaints, that's the easiest way to go I think!  Avoid strong directive verbiage:  need, should, must, didn't, can't, woulnd't 

Hosts know, believe me.    We read between the lines.

Reiterate the conditions of your listing (no locks...renting a single (not mutiple guess--don't say that) room, reiterate and reinforce your positive feedback with facts 9 out of 10....4-5 star etc.

Its uncomfortable but it has to be done.  

~~~~~~
I  made a mistake and responded publicly in a public review to some private feedback in haste for people I didnt really care for personally, but that had really done little wrong in their stay--except leaving a candle burning.  I found them impersonal, smug, and unapproachable so I made sure they were comfortable, had what they need, and stayed out of their way and minimized interaction.   I'm finatical about bathroom/bathtub hair and sink and floor water--just don't; they did.  They left a some garbage in the room not in the trash.  Knocked some stuff over in the fridge, didn't pick it up.  Generally inconsiderate. 

He said private feedback uncomfortable not having a lock????  I was the only person in the home???  Lock your door from whom?  A person who will have a spare key lol??  I'm going to lood your belongings in your sleep?  Have random strangers in the home to do the same.  Walk in while you're in bed???  C'mon sir, there's no one else here??!!!  And I gave him my firebox with both keys.  They didn't even use it.  I was like um, the listing says right up front, 1920s craftsman's home, what door locks where you expecting or on orginal doors??  And p.s thank goodness it wasn't locked you almost burnt my home down.

So when he said you didn't have to go there.  I went loco in a message thread.  On and on.  But in a way that couldn't be detected as nasty by anyone reading it who didn't know better.  Then he called and complained and when airbnb contacted me (I didn't even know he called, to ask me my side of the story, I was like what story, check the email thread and said if you need to follow up with me after you read it, please call me back I'll be happy to discuss).  I was covered and he was dismissed.  The listing said no door locks.  That was that.

Yes, things are preferrably congenial in our homes...but not everyone knows how to act, muchless like a gracious guest.  They need to be called out carefully

[Victoria567]

Hi @Liz223

Sorry to hear about your recent guest experience.

I would write an honest review for this guest.

Hi Name of guest

Thanks for reaching out and sharing your point of view regarding your stay in my family home.

I graciously refunded your request for a full refund despite my strict cancellation policy and lost £xx as a result of my generosity.

I love feedback whether it’s positive or negative.

I especially like feedback so others can see the “entitled” guests I sometimes have to deal with.

You made yourself right at home by reallocating yourself another bedroom without consideration for others, namely myself.

There is a large element of trust in being an air bnb host and I feel that trust was eroded by a guest who does not care to respect my family home which is not part of some large corporation such as Hilton or Marriot.

I appreciate any guest who chooses to spend their money in my accommodation until they act like this.

You may pen whatever review you wish and I will not lose a moments sleep over it.

Unfortunately what I have lost is trust in entitled guests who increasingly use the platform of air bnb as an alternative to more expensive hotel accommodation rather than be a genuine part of the sharing economy of air bnb.

Enjoy the rest of your holiday.

[Victoria567]

Hi @Liz223

Another great wee Scottish phrase handy to have when dealing with a high maintenance guest is

Regretfully hosting guest name in my family home was similar to pushing treacle up a hill!