Writing a really bad review

[Randy-Zuke0]

A very recent guest was just strange—phone called early in the AM, strange requests that had previously been answered. Upon leaving I saw the one of the guests was walking out with the hairdryer, only to be told to return it. I think,how to say this, there may have been some disabilities involved. I have no proof of that, but it when looking at the situation in that lens, it makes sense. Not sure if I should just be honest, and not having any clue as to kind of review I may get—what to do?

[Alexandra316]

@Randy-Zuke0 I would not bring anything personal into it, especially not regarding any disability your guest may or may not have: you are pretty much guaranteed to have it removed and you may have additional issues with discrimination. The simple kiss of death review is "guest would be more suited to a hotel environment" with a thumbs down. 

[Emiel1]

hello @Randy-Zuke0 ,

Sometimes you have to make the best of  it in a review, like "lt was my pleasure to provide some extra attention". Hosts can read between the lines. You also have an opportunity to comment on the guest review. Don't be suprised the review does not show up at all, or is unexpectedly good. Best regards, Emiel

[Randy-Zuke0]

They have already written the review and when it came to the point of where I recommend or not, I hesitated. They complained about something that prior to their showing up, we very clearly said, no, it does not have a full functioning kitchen. The problem is  that in this guessing game called reviews, you're right, it could be great, it could be bad, but once its out there, it's out there.

[Clara116]

@Randy-Zuke0 Hello, unfortunate that you gave the nice review and then put the info on your reviews  to show you were unhappy - unfortunately other host will NOT be seeing that - instead we would see that she is nice.  I think it is unfortunate that there is such fear about getting bad reviews - and folks miss out on the important opportunity to assist other host with perhaps avoiding someone. I think it was @Fred13 that had a great idea....."they stayed 5 nights"! that would tell me alot and I would see that as a red flag. 

Sometimes people just clash - maybe chemistry or something like that - or those just wanting the world. And we can only give what we can.

So happy hosting and as my brother in real estate says - NEXT!

take care and all the best, Clara

[Fred13]

What a wise brother you have Clara. So true, you always do your best and then either way, it is - NEXT! Put your energy into your next guest, who now is the most important.

[Marzena4]

After noticing that hair dryer, @Randy-Zuke0, I would put thumbs down. After all we have a right to use that option. 

[Ariane7]

For difficult guests I don't write a review unless the guest writes one first. If they have written theirs first you can't see what they have written anyway until after you have written yours. If they wrote first, then write yours, be positive, say if they left the place clean, tidy, etc.. don't dwell on the negative, and don't ever get personal. (In your case, the hairdryer thing might have been an honest mistake)...

If I am happy with a guest I write a review and then send them an email telling them I wrote them a good review and inform them of what I wrote. But if I'm not happy with a guest I don't write ANYTHING, I don't like to provoke a bad situation...

But you can never predict what a guest might write, I had a really bad review from a guest who verbally told me that they had had a great time, loved everything etc..

One year a guest, on leaving, told me they weren't happy, they refused to shake my hand goodbye nor say goodbye, (luckily they didn't leave a review, so neither did I). Yet the following year they booked again and it was only then that they said they had really enjoyed their stay the first year...

[Rebecca181]

@Randy-Zuke0 @Ariane7 This reminds me of when I was a brand new host and a couple came that must have had some sort of a lung ailment (one or both of them, based on the hacking and coughing I heard) and after they checked out I found blood spatters all over my first floor "everything is brand new" Master en suite, including the bath room, shower, and the kitchenette - sheets, counters, walls, sink - And another guest due to check in in four hours.

I'll spare you the details, but when I came here to the Community to ask what to do about the review (I had alraedy reported it to Airbnb) one host replied, "Don't say they were better suited to a hotel environment - Write that these guests are better suited to a HOSPITAL environment!" 

I wrote something different, but I will never forget her answer, and it gave me a much needed laugh.

[Jessica-and-Henry0]

@Randy-Zuke0

Rather than worrying about a bad or good review of that particular guest, I'd like to suggest an honest and fact-based review be posted (and a thumbs down). But I do think you should wait till near the deadline (like 12~13 days after checkout) to post your review.

LOL!!!! @Rebecca181 I am laughing so hard!

[Marit-Anne0]

@Rebecca181

I do remember that one - we should start a collection of those gems of wisdom 🙂

[Rebecca181]

@Marit-Anne0 I have been thinking the same thing. I had my first minor disaster as a host (power line went down but as we only lost half our power, we did not know it at first and thought the house must be possessed!) and I was thinking afterward I'd like to start a thread of 'Host Disaster Stories', unless there already is one. Just so I can read it and not feel so alone when everything goes South.

[Fred13]

For this type of guest, I would leave the most deadpan of reviews - "X stayed with us for 5 days". Others will immediately go to see how that host normally expresses themself, and yet in this case that is all they had to say?

[Linda108]

@Randy-Zuke0 To not write an honest negative review may be the business choice of a host with 16 listings like Ariane in Paris, but for many of us, we count on hosts participating in the review process.  I agree specifics are not needed but thumbs down for anyone who steal s or attempts to steal. 

[Randy-Zuke0]

Indeed, she wrote a horrible review. I should have written what I felt, this was a lesson learned.