seeking feedback on writing a negative guest review

[Dwina45]

This is my first post to the hosting community, and it's prompted by having to write my first negative guest review. I've read several related posts and it seems that writing an honest review that includes negative elements may not be prudent. I would like your feedback on this review before I post it. 

"At first glance the house looked like it had been cleaned so well it hadn't been touched at all! The beds were made and the towels were still on the shelf! But upon closer inspection, and verification by the guest, it turns out to be true! The beds had not been used at all during the two day stay. No problem at all, if not for the dog poop on the rug in the bedroom, pee on the glass door, and scratches in the wood door. Not enough damage to seek compensation but enough to require extra cleaning and ,to feel the need to mention in this review, unfortunately. Ashley communicated well before her stay, but during her stay she was not responsive.  I put it down to a busy schedule, however she did not let me know when she checked in or out, as requested, and she did not provide me with the information she said she would regarding leaving pets in the house alone which clearly turned out to be a problem." 

I look forward to your input. 

Thanks!

[Mike-And-Jane0]

@Dwina45 looks good to me- Possibly a bit verbose.

Contrary to what you may have read if you do not leave a bad review then there is every chance a future host will have the same issues that you have had.

[Ann212]

@Dwina45 Please do post your negative review. We, as hosts, rely on them heavily when accepting or declining reservation requests. I too just left my first negative review and hope that no other hosts have to endure the presence of the guest I recently had.

[Emilia42]

@Dwina45 

I would pair it down to this:

"Ashley communicated well before her stay, but during her stay, she was not responsive. I put it down to a busy schedule, however, she did not let me know when she checked in or out, as requested, and she did not provide me with the information that I asked. Unfortunately, a rug was stained and there were scratches in the wood door. Extra cleaning was required."

The guest could get your review removed if it is a service dog/emotional support dog so I am always hesitant to mention. I would be a little concerned with the beds not being used. Where did they sleep? But I don't think future hosts need to know this information. Big lack of communication is the biggest take away here and hosts who require a certain level of communication will get the message to be leary.  

[Laura2592]

Agree with @Emilia42 -- I would not mention the dog. I would probably add a line about house rules if she did not clean up after a pet or brought a pet she should not have. My reviews have a formula- Nice thing first, then mention the three touch points-- cleanliness, rule following and communication. Last line is whether or not I would have the guest back or recommend to others. Short, sweet, factual and easy to write. 

[Dwina45]

Thanks so much for your help and advice! The two dogs were not service dogs and the guest confirmed she did not use the beds.. but she did tell me before the stay that her dogs might bark as they would be left inside for a few hours. I suspect she used the place as a kennel and stayed elsewhere.  I will pair it down but I do think other hosts will want to know this, but I don't know how to convey it without being rude or prickly. Also, I didn't follow up with the guest about why she didn't use the beds because it seemed prying.  Should I give her a chance to explain herself to me privately? Or just write the revised review and be done?

[Ann72]

@Dwina45  Welcome, and thank you for posting.  Your review is on the right track but it confused me - you note that "it turns out to be true" - that no one had stayed there?  It hadn't been touched at all?  Then it becomes clear that at least a dog had been there and touched things.  So definitely agree with @Mike-And-Jane0 and would use @Emilia42's suggestion for a shorter version.

[Dwina45]

Thanks for your feedback.. The only people that seemed to stay there were two dogs that didn't clean up after themselves! lol 

[Ann72]

@Dwina45  😂

That is so bizarre!

[Sarah977]

@Dwina45  I agree with others that you should condense it a bit. But I'm not sure I agree with @Emilia42's advice not to mention the dog evidence at all, especially since that was the only reason for complaint about the guests aside from the lack of communication.  If it were really an emotional support or service dog, they are required to be housebroken and aren't to be left alone. So mentioning the dog poop and pee can't be a basis for claiming discrimination and it's a serious case of disrespect.

If you said they snuck in a dog without your permission, that could count as discrimination if it truly were a service animal,  since it's not a requirement that those with disabilities disclose them or ask permission when  booking.

[Dwina45]

Thanks for your reply! I think the lack of communication  about check in  and out was because they weren't actually staying there and they just used the space to house their dogs while they were busy. I allow dogs so that;s not the problem. It's just that they were dishonest, disrespectful and irresponsible. 

[Robin4]

@Dwina45 

Dwina, remember your review will say as much about you as it says about the guest. Everyone likes reading verbal fist-fights.....it's entertaining, but readers do form opinions by what they read.

You have a duty to the hosting community regarding guest behaviour but, you must always remain dignified and conciliatory and not lash out at a bad guest. All that does is make you look like a possibly 'prickly' host who may have unrealistic expectations of guests in their property!

If I read that as your review I would initially be puzzled by what on earth you were talking about....house being clean/not clean....beds slept in/not slept in! You description is just confusing and says nothing relevant about the guest.

I agree with other writers here and from your description I would say ....

"Ashley communicated well before her stay, but her observance of our  check-in/check-out house rules was not great. Although a clean and tidy guest herself, her pet left us considerable cleaning issues and minor damage which she left unreported. I wish her well for the future but I would decline the opportunity to host her again and would not recommend to other hosts". 

You don't have to get into a blow by blow description of what happened, as I said, that just makes you look prickly. You just have to tell other hosts that she is not an acceptable guest. ......that's all they need to know.

Cheers......Rob

[Ann72]

@Robin4  Perfect.

[Dwina45]

Great feedback, thanks!  I want hosts to know that it looks like they just used the place as a kennel to keep the dogs while they were out and maybe didn't even know about the damage because they didn't check. But it is speculation that I can't come out and say in a review. So I'll follow the great suggestions offered here. Thanks so much! 

[Sarah977]

@Dwina45  If you said in your review that the guest didn't actually stay in the house, and it seemed they just used it as a dog kennel, that would be speculation and could get the review removed. But if you said something like "This booking was a mystery to me, as it didn't appear to me that the beds had been slept in at all, or anything else made use of, there was only clear evidence of dogs having been in there", that would simply be stating fact and I can't see on what basis Airbnb could remove it.