Unwanted re-book

[Carol138]

The first of 30 guests gave an unfavourable review on cleanliness because they discovered a spider in the shower on their third day's stay.  It's a garden bungalow in a rural setting, surrounded by woodland and countryside.  I suggested they might try a less rural setting for their next visit, but they are still set on rebooking for next year.  I have instant book - how can I block their booking before incurring penalties for cancelling?  (I have no desire to incur another yet unjustified unfavourable review from them.)   Pleae help!!

[Karen-and-Brian0]

Hi @Carol138 There isn't a way to block a particular guest, but this sure would be a good feature for Airbnb to add.

If you have the "Recommended by other Airbnb hosts" checked in your IB settings and if you gave them a thumbs down in your review - they shouldn't be able to instant book. In theory.

Guess the only other saving grace is you have a few "free" cancellations allowed per year with Instant Book, so you could cancel them if they book again. They likely won't try again after being cancelled. Hope that helps - Karen

[Carol138]

Thanks for getting back to me!  I gave them a glowing review.  As for leeway on cancellations, I cancelled a booking less than 2 weeks as a host which was for 10 months in advance, and despiteI cancelling in less than two hours of receiving it,  I am still working off the penalties incurred for that.  Maybe I should phone them, or just turn off instant book altogether?

[Karen-and-Brian0]

@Carol138 I don't use Instant Book, but thought there was some leeway with cancelling for those who do use it - 3 allowed free or something like that? Oh, ok, just looked it up & see that only reasons allowed are being uncomfortable with the guest or if they break one of your rules.

Yes, problem solved if you turn off Instant Book - you then have full control over who's allowed to book your place. Might be the way to go?

[Carol138]

Yes Karen, regretfully I think you are right, it appears instant book isn't very host friendly, despite Airbnb's strong push for us to use it.  I will disable it.  Thank you so much for your much appreceiated advice and support 🙂

[David126]

There are no free cancellations, there is the uncomfortable one, not sure if the spider incident qualifies.

Just found the review....No mention of spider.

[Personal information hidden]

Carol is zeer gastvrij, gezellige ontvangst en het huisje ademt een huiselijke sfeer. Het huisje voelde vanaf het eerste moment als "ons huis".

Response from Carol:

Hello ***, I was very surprised and disappointed to find you marked me down a star upon the cleanliness of the bathroom, because you discovered beetles there. Spiders and beetles do sometimes come up through the drain - it is a garden bungalow, surrounded by woodland and the countryside, and has little to do with my efforts to ensure the place is utterly pristine and clean for every guest that checks in. This is the first time any guest of ours has ever found reason to fault the standard of cleanliness I pride myself in providing there. I might also add my further disappointment to discover the beer spilt on the double mattress (which I only found after I wrote my glowing review for your party, and which took me a considerable time and effort to scrub clean, air and dry, to be fit for further use). I am also surprised you seem to wish to book with us again. I think not.

[Carol138]

Hi David, she mentioned a spider upon checking out, then later said she found two beetles in the shower.  Insects do climb up through the drain, which I ensure are gone before anyone checks in.  I cannot ensure others won't find their way in during their stay - no one else has ever found any there, or at least saw fit to mention it to me.

[David126]

Here it is in English:

Carol is very welcoming, friendly welcome and the house has a homely atmosphere. The cottage felt from the first moment when "our house."

What she said to you privately is another matter, hopefully you can see how odd it looks to somene looking to book with you.

PS you are up early!

[Carol138]

I'm vexed and losing sleep over this silly thing!  Yes, she enjoyed her stay, but complained to Airbnb over the insects and marked me down a star for cleanliness.  I received an email from Airbnb asking me to ensure my bathroom there is clean for future guests (okay, I'm a sad old sack, but this stung big-time - my place is alway IMMACUALTE to receive guests).  But yes, I need to get a life.  (Off to paint my outrage away in the studio now..).

[David126]

There is a very long thread about the current review system and how it encourages petty comments.

Personally I think it is best to ignore, the main issue to my mind is not responding in public to private comments. No other potential guests would know if you had not done so.

[Carol138]

You are quite right of course, and it's a lesson learnt.

[Carol138]

I did actually try to take down my hasty response, but alas was told it was requested too late - sigh.

[David126]

I was not trying to rub it in, did not realise you knew.

[Carol138]

🙂  Thanks

[Annette33]

@Carol138,  the guest wrote you a nice review but unfortunately  you publicly responded to that in a rather harsh way.  She didn't say anything about spiders or whatever, but I understand she gave you "only" 4 stars for cleanliness, and that prompted your public response. If only you had left it alone! All the next potential guest would have seen is a short, nice review (in dutch, which most people won't understand anyways.) 

Your public reprimand of that guest reflects on you -not the guest, and I am afraid not in a good light .Don't lose sleep over this, realize that one 4 star review in one category does not deserve the answer you  gave -go on and perhaps learn from it for the next time, also not to give a glowing review before you have inspected your property and certainly not to show your anger in the public response section. Be professional,  good luck!