UNFAIR RATING

[Annien0]

Hi! I want to know what I should do about a very unfair rating. I am new to Airbnb, and am now so put off, I feel like taking my listing off. I just hosted my 2nd guests, and they were Americans, which gave me a very very low cleanliness rating. I find this impossible as it is a brand new, modern, classy venue, and was cleaned before they moved in - all over. The carpets were washed, the walls, cupboards inside, even the wooden steps upstairs - by my Zimbabwian cleaning lady. Because it was a "smoke-friendly' place, the smoke must have pulled into the wood, as it was still smelled by the guests, even though we went in again afterwards and cleaned everything all-over with vinegar. I also offered them my cleaning ladie's services for free after their complaint, which they refused and said, it's ok they don't need her.

I find it pretty unfair that guests can complain about us to B&B, but where can we complain about them? or rather, what can we do if we receive a false rating?

[Mike77]

If you are allowing people to smoke in your rental, then you should make that VERY CLEAR in your discription of the rental.  Make it the first thing that people see in your discription.

"THIS IS A SMOKING ALLOWED RENTAL"

Mike
AirBnB Treehouse for Rent
https://www.airbnb.com/rooms/7292887

[Annien0]

Thanks a lot Mike!

[Jennifer316]

I am wondering if there is a market in "smoking allowed".  I was thinking of saying smoking is permitted with an additional cleaning fee, as all coushion covers etc will need to be taken off and washed.  I would also state the the damage deposit will be strictly applied. I am wondering is this will turn off non-smokers as they beleive it will smell of smoke.  Any suggestions? 

[Melanie58]

You can respond to the review on your page.  I would guess Americans overall may be sensitive to cigarette smoke.  But you can explain this in your response-you booked a room that is friendly to smokers and are complaining of the smoke smell.  Something like that.  There is something we use here called an Ozoneator, you can buy one and it is a little bit of an investment, but if you run it where someone has been smoking, it really does get the smell out, but smoke is a lingering smell that some people are very sensitive to.  

[Annien0]

Hi Melane, thanks a lot! It's a pity I didn't think of this when I responded to them (I guess I was so upset that I completely forgot it might have been the smoke smell that put them off. Must say, I wouldn't have liked that either. And I won't unfortunately invite inside smokers again (maybe for outside) as the smoke pulls into the wooden steps. Yes, I will get an ozoneator - we've got ones like that here, thanks!x

[Kika1]

Hi Annien,

my opinion is that sense of cleanliness is also a cultural factor. 

I agree that you should state clearly if this is a smoking allowed property. Alternatively, you can say smoking is only allowed in the patio/garden/by the pool. 

My advice would also be to reduce the guest number to 3, because nobody really wants to share a single bed, except maybe if it were two small children. Either that or replace the single for a small double for that room. Or repeat it again in the convo with potential guests. I know that it is written in your listing, but guests really tend not to read the details. 

[Annien0]

Thanks a lot Kika! Good you stay so positive! xx

[Annien0]

I must say in my response I was cheeky old me, and told the public, maybe the guests should go and read their amenities!:)