@Godwin20
First and foremost, why on earth do you have 118 photos?! I scrolled through the first several and saw the same picture over and over from slightly different angles, most of which were crooked or poorly done with what appears to be a cell phone. This is, without question, the first major fail in the listing, and the easiest thing to turn people away. It's also the easiest to fix though, so you can have that corrected literally today if you're serious about running this place like a professional. I do like that you have some area photos to show me what's around, but those also need to be done professionally so they look like a magazine worthy shot, not like a guy that was out for dinner and snapped a picture.
The description is good, not too much, but enough to tell me a few things that are close by if I stay there. Well done there, definitely above average from the listings I've seen.
The last thing I'll touch on are your reviews. Mostly very positive, which is great news. That shows that you're doing a good job as a host when it comes to guest experience. I also commend you for replying to the reviews your guests leave. However, I would never recommend trying to correct a guest in their review, especially when it's based on opinion. You look defensive and like you're trying to justify your space compared to people's opinions (the opinions that count at that). Acknowledge their opinion, thank them for the kind words, and let people know that you'll work on anything you can. And then follow through before you get a second review on the same item or you'll look hollow.
- If your check-out details aren't crystal clear, fix them. Make them so clear that nobody will ever say they didn't understand. Are they too vague? Is it too long a list to be reasonable for people on vacation? What's the problem there, and how can you fix it?
- If your wifi is fast enough for your area, but not on par with where I'm from, I may see it as "not good enough" whether you agree or not. And whether I'm right or wrong, my opinion is the one that leaves the review. Either improve it, or set the expectation that if anything is wrong to contact you before I leave with a bad taste in my mouth.
- "Simple and small" doesn't mean "bad". You disagreed with the guest, and then ignored their actual complaint (the lack of kitchen utensils). Now you've created 2 issues when there was only one to begin with.
- If someone says it's not right for their family, leave it at that. If your space didn't work for my family, you have no grounds to argue with me about it just because it did work for someone else's. They were kind enough to give you 4 stars, and you were blatantly disrespectful to their values.
Those kinds of interactions make me feel like you'll argue with me if something is actually wrong, and that's not the host I want to stay with. I want the host that takes the 5 star approach (as you say in your response) where I, as the guest, am blown away at the level of service and understanding. Setting proper expectations before hand, communicating well throughout, and making sure the guest knows you're available if something is, in fact, wrong, will go infinitely farther than arguing in a public review after you've missed the mark (truly or perceived, doesn't matter).
Two things is all:
First, fix the photos. Immediately. Hire someone if you have to, but fix them today.
Second, improve the expectations by being incredibly transparent, and address anything you can in a positive way, especially when it's public facing.
Best of luck to you,
Daniel
