I recently hosted a guest who contacted me immediately upon checking in to say the floors were dirty. I wrote back right away and offered to have the cleaning crew return and re-clean the house. She never responded. A few days later, the night prior to checking out, she wrote me a lengthy message complaining about virtually everything in the house - the cleanliness, the furniture, the curtains, the trash service, the appliances, etc. Honestly, her criticisms were not totally off base as there is always room for improvement, but the really the house is fine, clean, and updated. I have been getting solid 5-star ratings (with a rare 4) for three years and she is the first unhappy guest. I thanked her for her feedback and said I wished she had taken me up on my offer to have the house re-cleaned as it might have made her stay more enjoyable.
She left me feedback, but I want to make sure I say the right thing in my public feedback about her that doesn't make me look crazy or vindictive but makes it clear to other hosts that she is trouble. She left a lot of negative feedback for a previous host so I'm bracing myself for what she said about me. I was thinking of "This guest felt very free to provide me with lots of interesting feedback on my home." or "felt very comfortable sharing her thoughts on the house with me." Then I plan to leave more specific information, if necessary, in my host's response to her comments about my listing. At that point, I'll use the "this guest might be happier at a 5-star hotel than at an Airbnb" approach.
Thoughts? Thanks!
