reviews with content with personal comment on personality

[Corrine0]

I had recently a couple of guests which gave me problems by not following the house rules, even refusing to read the little hand out I had prepared with the instruction of the houses (rubbish recycle, keys, ....)

they were very careless with recycling rubbish and rubbish in general, leaving them on the kitchen floor. It took me a lot to explain and "educate them". Just to find out theough their review that they had resented me for that. On my side, I put them a good review as I saw they had made an effort in been cleaner everyday. Their review was appalling, patronising and denigrating.

How can I have airbnb to monitor that (at least to erase the sentence on my person.

Do we have a saying as a host about abusive guests?

Hope I am not the only one in that case.

Coco 

[Alice-and-Jeff0]

You cannot.  You can, however, respond to their review with a professional response.  You can search for how to do that here in the forums - there are many threads about how to write a review and a response. 

[David-and-Fiona0]

Unfortunately I think your reply will do more damage to your reputation than the original review. It's best not to escalate poor reviews

[Lilian20]

agree with @David-and-Fiona0 and @Scott80 - it's best not to eascalate on poor reviews, and it's easier for everyone if the complicated stuff (bins and recycling) is handled by the host

[Scott80]

I think it is important to remember that guests are on vacation. Being forced to read things and being educated about rubbish sorting are two things that I would definitely not want to do while on vacation. It sounds like the guests acquiesced while they were there but expressed their displeasure in their review. 

Perhaps a better way to do this is to put the text of your handout in your online house rules so guests can read it in their spare time and put a paper copy in their room, so if they desire to easily review it they can. If you want to encourage rubbish sorting. why not get a two-compartment bin, like some hotels have? One side of the can for non-recyclables and the other for recycling. If you really want the rubbish sorted, I think doing it yourself is the only sure way to make that happen.

[David126]

I see you replied to the review quite effusively, all this did was to make the review more noticable.]

As an aside I thought the Dutch were quite hot on recycling.

[Scott80]

@David126 Unrestrained replies from hosts called out for abrasiveness seems to be a recurring theme. I have to admit that reading the reviews and the replies denying the undesirable personality traits, with such vigor that they actually confirm the reviewer's observations make me laugh. Especially when the hosts come here for advice and are told not to respond, but because they cannot restrain their desire to get in the last word, reply anyway.

[Corrine0]

I don't really understand your reply. It looks like you are not used to cross cultural differences. We are worldwide here with our differences.... I am happy your are laughing but I can't understand why. Your intervention didn't help at all. please laugh alone.

[David-and-Fiona0]

Hi @Corrine. Everyone here is just trying to help you and it seems from the responses that the universal feeling is that you should not have escalated the issue by replying so forcefully. It is obviously too late for this particular issue but there are some good tips here for your future dealings with guests. Regards David

[Robin4]

@Corrine0 ....the last thing any of us want to do is laugh at you or belittle you. You are experiencing what nearly all hosts go through at some time or other....that 'prickly' guest, and it's the way you deal with that inevitable review that tells the rest of us who you are.

Corrine @David-and-Fiona0 are exactly right in what they say! Sure you are hurting a bit about this guests comments but carry yourself above it! Don't get involved in some sort of verbal bombardment with the guest. If you say simply "Ju***n's habits differed from mine but I take his comments on board, as I do every guest because I want to be the best I can at what I do. Thanks Ju***n for your constructive criticism and I am sure the next time you visit you will find things more to your liking"!

People reading his review and a response like that from you would immediately think what a gracious, accommodating, helpful host you are!

Just remember Corrine, you have 38 reviews, that review of his will slip down the page and eventually disappear off the radar! The only thing that will keep attracting attention to it will be that response of yours!

Please Corrine, this is not a criticism, you have great reviews, we just want you to be that little bit better and hopefully that is what this forum is for....all the best Corrine

Cheers.....Rob

[Corrine0]

thanx Robin for your advice

the conversation seemed to have converged to the recycle debate but it is more than that.  Those guests arrived on christmas eve with their car full of stuff they had to get rid off before flying to their home country ; five 5 weeks of rubbish to dispose of ..... .

In new zealand, the rubbish van comes once a week and once every two weeks for recycle. With the christmas holiday, we have 10 days without collection (17 for recycle). that explains why I found their rubbish on the kitchen floor on christmas morning.

As I could see they never read the leaflet with house rules I had left in their room, I tried to explain the recycling rules so they could sort their own rubbish instead of leaving up to me.

they obviously grew a resentment towards me (Andrea's post was very helpful to understand that). I was not aware of it. 

I don't understand neither why they reviewed the house as being under repairs..... and run down. I don't know where does that come from. The house is fine, it is a typical Auckland villa and I don't know where the renovation they are talking about come from!

I fell really set up. And their review is only the top of the iceberg, their marks are worse and private feedback too (advising me to improve on the bugs !!!! meaning flies and moths!!!!!

My reaction was more a shock due to surprise. They left with smile and thanx.....If I had known they resented me , I would not have put any review at all and the matter would be closed. They had that review in mind all the time ... and hid it.....

I have been talking about that matter around me, neighbourg, friend.... and it looks like that attitude from guests comes often with Airbnb guest. there seems to be a real confusion between, rentals, hospitality and homestay. All three treated the same way by Airbnb. It is getting worse as Airbnb encourage businesses to create listing (hospitality and rentals) leaving us homestay to try to follow hospitality professional standards.

I don't worry for my reviews, I know I am a good host and can look after people very well when they come on holiday or come to study of work. And Airbnb is not the only site for homestay.

I know I get on pretty well with almost every culture can be Europe, America, Asia and down under. 

It is the first time that I decide to exclude a nationality from my choice of people to give hospitality too. I which Airbnb were more adapted to cultural difference and less globally business orientated. That would reduces the number of bad guest who take us for a back packer place.

packer

[Andrea9]

@Corrine0

Although the Dutch are used to recycling, they don't like being told to do things. Why not have several bins that are marked accordingly in the space? 

Also, being able to leave a public response is a wonderful tool. However, it gives more of an impression to potential guests of what the host is like, and blasting a guest is not the best way to go.

Here's some professional pointers I personally learned a lot from:

http://www.vacationrentalmarketingblog.com/negative-reviews/

[Corrine0]

thank you andrea about your tip about the Dutch and them being strong headed. It is the most useful comment I have received upto now. thanx so much. I will just refuse the request from them now and I think my problem is solve. that review was the only negative one out of 45 and I know now why. thanx to you. Thank you so much for your help.

[Andrea9]

@Corrine0

Not a reason to decline Dutch guests. 

What I meant was that Dutch react badly when they are told/commanded to do something. If the government had said "Citizens, from now on you MUST recycle" they would have had a lot of resistance. In Germany (I'm German by origin and lived there, so I know this) they did that, but the German mentality is different and they were able to implement it.

Several years ago I noticed a lot of advertising here in the Netherlands, making it look hip and sexy and helpful to recycle. That worked!

Using psychology is much better than only being strict or even discriminating.

I consider myself an extremely strict host, however my delivery is alway friendly, with humor, respect, and mentioning it as if it was an advantage to the guests.

[Corrine0]

thanx andrea for your comment. thanx for pointing out that what I thought was a one off is in fact a general feature in Holland. I left Europe 20 years ago and the Deusch were then the most tolerant and easy going people on the continent. Things must have changed if they make desobedience to regulation a priority and have become so difficult. Pity too if they export their attitude with them when they travel. We don't want people who want to have their own way everywhere they go. I am definitely conforted in my decision of declining any Deutch to choose people more cultural sensitive and more adaptable to anotherway of life.

Thanx so much for your input, it is been a great help.