Potential Bad Review

[Jennifer-and-Tommy0]

Our guests (party of 2) just checked out after 2 anxiety-provoking weeks. While they were quiet & generally nice people, the wife left a harsh, 1 page letter detailing all her complaints. Granted, some were valid b/c I recently found out my upstairs tenants are inconsiderate & horrible  (they are moving out at the end of this month). They didn't like staying in West Bay b/c of the resort atmosphere, they didn't like West End b/c it was noisy, and they didn't like the resort on the other end of the island where their friends were staying b/c it was "too windy". 

Initially, after the first several days, we did offer them alternate accommodations (they declined), and we also paid for their trip back to the airport this morning. So  I am trying to figure out the best possible way to keep her from leaving a review, let alone a bad one. My partner thinks I would be stirring the pot if I make the first move to privately say sorry for the inconveniences, thanks for the feedback & that we're addressing the issues she had. I definitely don't want to address each complaint. But I feel if I just ignore it & just not write a review, it will bite me in the butt.

Thoughts?

[Alexandra316]

@Jennifer-and-Tommy0I wouldn't review them until the last minute, unless you get a notification that they reviewed you. 

I would take the opportunity to review them, personally, because they sound like they were difficult if not impossible to please, and I don't think that's something that any host is going to enjoy dealing with. 

Regarding responding to her message, if you do, I wouldn't respond to any of the specific points: I would just make a general blanket apology that you are sorry that they didn't enjoy their stay and you are taking steps to address everything that she provided feedback on.I would send the message privately through the Airbnb messaging system. I think that people want to feel that they're heard, and by not responding, that may add even more fuel to the fire. 

If she does write you a bad review, remember that you have the right to respond publicly to it, and craft a polite and professional response.

[Jennifer-and-Tommy0]

Thanks Alexandra - I feel better hearing from you & Ben with your suggestions. I agree with everything you both said, I just couldn't articulate it. Yes, I plan to do a blanket apology, because nothing about the place was satisfying, and all my previous reviews from 3 different platforms have been consistent. So I chalk it up to the fact that it just was not their style. I also agree with you about how not responding may add fuel to the fire.

[Ben551]

@Jennifer-and-Tommy0 from what you are saying, it sounds like the chances of avoiding a bad review are remote. I recommend approaching this with a business mind. The best way to do this is to prepare a short message for your public response to their review, that shows (in a short and polite way) that you “take the guests experience and feedback seriously” and I’ll be doing everything in your ability to address these things immediately. Avoid using the words complaint, or criticism, just call it feedback. Then, make good on your promises and start taking action. 

Your public response to this situation has nothing to do with these particular guests. It is about showing all potential future guests how you take their comfort and your business seriously.

[Jennifer-and-Tommy0]

Thanks Ben for your input. Yes, I plan on avoiding all negative words, & genuinely looking at everything. After reading your message & Alexandra's, I feel a lot better about the decision to **bleep** this in the bud, although I will still be anxious until the review period is over.

[Alexandra316]

@Jennifer-and-Tommy0I hope that they don't leave you a negative review. As you say, though, a negative review would defintely be an outlier: all the rest of your reviews paint you in an excellent light, so I think your potential guests will see a bad review as being a one-off (if it even happens).

I travel as a guest on Airbnb, and if I see a bad review of a potential host, I always click through to their review of the guest so I can hear the other side of the story. I would definitely review them honestly so that you can give your version of dealing with them. 

[Jennifer-and-Tommy0]

I just wanted to post an update - I did send a PM with a blanket apology.

The day after check out, I received this msg from the husband:
"Thank you for your message. I felt well with you as host and enjoyed my stay on Roatán. Thank you! I can not give you 5 feedback stars, Eva would kill me 😉 but I do not want to damage your excellent overall client feedback nor your bussiness. So I will make no feedback and think that this will make no effect on your good rating. Thank you and I would be glad to meet you again one day on Roatán and I wish you many customers and a good bussiness"

But then today I rec'd this msg from the wife:
"I really liked the apartment, the location -it was more or less like expected after your description on Airbnb (even when pictures were much better than reality 😉 with flowers, towels and brightness ). But under that conditions I had expected an offer for money back. Under that circumstances it is not for touristic use. Its good that you paid taxi, but please count: less than 1/2 % from what we paid. The alternative at turtle beach was nice, but not better becouse I searched for tranquility.  Michael doesn't want me to blaim you on Airbnb. But I'm upset because you forced us to stay with your cancellation policy. I would not have stayed with you, but we couldn't afford neither to pay double nor to fligh back. I feel exploited not treated fair. End of that topic. Have a good life!

________________

It doesn't appear that they are going to write a review, but I'm just trying to figure out what's being said & or if I'm being baited for a refund - could that even apply after HIS response? At the time we offered alternative accommodations, they did not express any of the financial concerns above. In retrospect, it seems it must've gotten lost in translation  that WE would absorb the cost of transferring to Turtle Beach - I thought it was clear b/c we are partners with them & they were allowed to use their pool & lounge areas too.

[Alexandra316]

@Jennifer-and-Tommy0Thanks for the update! My oh my, she sounds like a treat to deal with! I don't think the husband was fishing for a refund, but it sounds like she is to me based on this: 

but please count: less than 1/2 % from what we paid.

I would wait to see if you get notified that they have reviewed you: hopefully the husband will keep their word and they won't. Again, I would still review them at the absolute last moment.