Unreal guest expectations, hence bad review.

[Patricia1793]

I have been a super host 4 times in a row and has been working hard to keep the status.

I have a recent guest who stayed with us for two days.  She informed me that she will be arriving late like 10pm.

On that evening, I messaged to checked on her arrival and if everything was alright.  She then message me that she was utterly disappointed as I did not prepare fresh milk and cereal knowingly that she was arriving late.  I explained to her that we do not provide fresh milk but we have coffee creamer for her to start off the stay.  We also provide bottle waters, snacks like chips and crackers.  Well, apparently that is not good enough for her.  In all this years, I had not encountered guest requesting for me to prepare cereal and milk for them.  I found that unreasonable.  We are not a bed and breakfast place, although it’s called Airbnb, are we? 

Anyway, the next morning I went to the shops and got her a muffin and milk.

The guest left me a 3 stars review, stating that my listing was not accurately described, no fresh milk, bed too small(we have a double), no cooking facilities(we use portable stove), far away from train station and supermarkets (5 min walks) while most of my other guests thought our location was fantastic and close to everything. 

I felt that she did not read our listing descriptions and then gave bad review on her own expectations.  I took photos of all the things we provide on the Airbnb listing.  I will even send a pre check in information to our guest.  I felt that whatever she needs to know is already listed.   I do not like surprises and therefore I have been making sure my guest knows what they get before they arrived.  

Will you message your guest to explain we are not a bed and breakfast? Or reply a public review in her review? She probably thinks I am defensive again.  Or I should just take it as part of the business.  

[Sarah977]

@Mark1412  It's true that someone who is used to staying in 5* hotels is going to likely have different expectations than someone used to backpacking, or who has traveled extensively "living like a local".

But I don't think it's a fair comparison to equate reading through something like the Airbnb TOS, full of legalese and fine print, to reading through a 1 page (and not even that- half the page is taken up with photos, maps, reviews, etc.) listing description. That people don't bother isn't okay, nor is it universal. Almost all my guests have been the kind of people who do read everything and none have arrived with unrealistic expectations.

BTW, I do read the ingredient list on packaged food, as well as reading through the instruction manuals for any new product, power tool, or appliance I buy.

It isn't human nature not to read- it's the inevitable result of a digital age where people communicate in 4 word texts, full of acronyms, and 2 line tweets and Facebook posts. 

[Charles224]

Cool firestation Mark

[Paul154]

@Patricia1793 

Unfortunately for you, guest is an Airbnb "sophisticate".

She has crafted a reasonable sounding public review and eviserated you in the rating.

If you publically respond, you will risk accentuating her small and foolish complaints and risk validating worse, unwritten concerns.

While it is tempting to create the perfect bitch slap, don't do it publically. Let prospective guests determine if they will demand milk at their selected Airbnbs. 

[Patricia1793]

That is also why I am holding my reply and instead seeking opinions through the Airbnb community.  After seeing all the reviews I felt a lot in peace now.  

[Sandra126]

I am going to say something contrary here: If a guest arrives late, definitely absolutely provide milk. They might want a cup of tea or whatever, either on arrival or early morning.

I don't provide milk as a normal thing, I let guests buy their own preference. But a late arrival? ALWAYS. Even if you pour some into a little jug for them. Shops closed, not around the corner? Get milk.

I do have a couple of jars of cereal in the accommodation as well, because it is a stand-by emergency food even though I don't provide breakfast or mention cereal at all in the listing. Wake up from jetlag in the middle of the night? Bowl of cereal. Wake up before others in the house - starving - can't wait for breakfast? Cereal. Cheap - easy - lasts a loong time. Something basic, like cornflakes, muesli, whatever.

[Patricia1793]

Hi Sandra, I used to provide packet milk but it end up wasted as not all the guest use them.  I do keep coffee creamer as a substitute.  I also offer snacks like chips and cereal.  I think next time I will ask the guest if they would like me to provide fresh milk.  Thanks for your suggestions.

[Charles224]

@Patricia0 we always have a litre of (real, normal) milk for our guests to have on arrival.

If it isn't used we consume it ourselves or give the dog a treat. If they want Skim milk or Nut-Juice (creatively but incorrectly called 'almond milk') they can get it themselves. We have never had an issue, touch wood.

Nothing wasted.

[Laura2714]

I’m sorry, this happened to you. That’s why the you have lots of good reviews to balance out the random occurrence. 

I and other hosts, I’ve connected with are constantly AMAZED by how many guests fail to read the booking profile. 

Thr bad review belongs to her, not you. 

[Katie---Sean0]

Re: guests not reading the booking profile.

Befoe accepting a booking I politely ask guests to read the listing profile, explaining that as we will be sharing a property for 30 days or more it’s important to us that it’s a good fit for all. 

If if they ignore it then I don’t accept the booking, simple. Just not worth the bother. 

[Patricia1793]

I was probably too shock to receive a 3 stars.  But I do gain a lot of insight suggestions from the Airbnb community. I should focus on this positive  outcome instead.  Thanks everyone.  Happy hosting.  

[Katie---Sean0]

We do 30-day minimum stays, so my feedback may not be relevant. I now always contact a guest before they arrive, asking if there’s anything I can get for them in advance such as a particular type of coffee, or creamer, or whatever. Most say no, but I’m guessing they appreciate the gesture. If they said yes it’s not a big deal for me to run out and get what they are asking for. But if I had new guests every 2 days and they all said “yes” and gave me a list... it might get old. It’s a difficult balance. 

I just had a very demanding and entitled guest who stayed for 66 days. He constantly dangled the review over my head like a carrot saying things like... “I would never leave you a bad review, but there are people who would might so [insert complaint or issue]”... trying to make me think he was helping me out with his “feedback” when it was actually a veiled threat. His behavior later when I had to file a damages claim proved this.

Just a couple of examples... 

He complained the stainless steel pans were “difficult to clean” so we bought him a brand new $400 set. 

He complained repeatedly about ”mosquitoes” but there aren’t any in California in the winter. We spent hours on this one. Eventually I caught one, and sent a photo to the San Diego city staff entomologist who confirmed they are harmless gnats due to a wet winter. When I texted to let him know the great news, he ignored it.

He called at 4am because his smoke alarm kept going off. We called out our electric and paid him a $120 call out fee to tell us it was the guest’s fault, he had reset it without telling us (as requested at checkin). We didn’t tell the guest or charge him, just dealt with it with a smile and moved on, reminding him again that a hardwired electric smoke alarm needs properly resetting if it goes off.

These are are just 3 examples of 66-days on eggshells wondering what on earth was coming next. We couldn’t have been more friendly, gracious, and prompt dealing with it all. After he moved out we found $1200 in damages and filed a claim, so he threatened the bad review again and we had to close the claim. His threat was carefully worded not to violate the Airbnb extortion policy. He wrote “I will leave you an honest review”. Of course we knew what that meant. After closing the claim he left a good review, you can see it on my profile, but it’s 4 stars so now I can’t be a superhost because it’s knocked my average too low, for now.

My point being... there is no pleasing some people. They probably have something going on their lives that is nothing to do with you, but they take it out on you. Fortunately the majority of guests are decent honest people and you have to keep believing this, but with eyes open too, which is a tough balance. All you can do is try to find something positive to learn from it and move on. I’ve ended up finding a way to be grateful for all the lessons this particular guest taught me at an early stage.

[Patricia1793]

Wow, that experience was a lot worst than mine. I appreciate you share this to make me feel better.  Although I do send welcome message and tell my guest what we provide.  I think next time I will ask if they need me to provide milk or any other special request.  Thanks again.  Happy hosting.

[Ian-And-Anne-Marie0]

@Patricia1793 

" I explained to her that we do not provide fresh milk"

It sounds like the little princess should really have brought her nanny. If I was to be arriving late somewhere I would either prepare for my own requirements (bring along, pick up on way or book delivery ahead) or last resort ask the host if they could provide a few things sourced locally  if possible and I'd pay for them later after arrival. I wouldn't expect nor demand something which was explicitly not provided. 

She failed to communicate her requirements - bad communication. Her own fault.

I would contact Customer Services explaining that the guest is unreasonable with unrealistic expectations as your guest history illustrates and request them to void her review.

[Patricia1793]

Yes, a lot of the times we will prepare what is the best we can think of based on our own expectations.  I guess you cannot please everyone.  

When I realized it was no point to explain to her,  I tried to make her feel better by delivering milk and muffin the next morning.  That did not even gain any appreciation point.  After she checked out, I returned her left behind clothing did not help as well.   Sigh. 

Anyway, it was disappointing but I will continue to do my best to gain back my status.  

[Susan151]

@Patricia1793 Someone like you, with almost 300 stellar reviews doesn't loose status with such a review or star rating. From the potential guests' point of view, you look as good as you did before Ms. Milk and Small Bed stayed with you. YOU see the lesser %, but no one else does. Plenty of hosts would be thrilled to see this on their public listing.