Guest complaining about no cable TV, How should I review them?

[Barbara2543]

My current guest (one-night stay) emailed after returning to my place this evening asking why he can’t connect to cable TV. I informed him that cable is not provided; I offer streaming channels—Netflix, Hulu, HBO Max and Prime Video—all of which are listed as amenities on my listing. Through a series of increasingly rude messages, he told me I should inform guests of this before they book, it’s a “deal killer” for them, what Airbnb in my city doesn’t have cable, and that they won’t be staying at my place again. I pointed out that it’s not listed as an amenity on my listing, he should have read the listing, and because this has not been an issue with other guests, it’s not something I mention in any of my pre-checkin messages. 

I’m concerned that he’s going to leave me a bad review and am at such a loss as to what review I could possibly leave  him that I’m considering not writing one. I would appreciate some advice. 

[Fred13]

Make sure you leave 'something' so you can public response to his review and if need be you can make him look silly, which is what this guest is. Something tells me this is either a very spoiled young person or very old.

[Gillian166]

@Fred13  as much I like Boomers and think they are generally good guests, i think you might be right, cos a younger person would be happier with Netflix et al. 

We don't even have a TV! People who go away for a night and need to watch TV (something they can do at home) are a real mystery to me. 

[Huma0]

@Gillian166 

Hardly any of my guests have used the TV (and I do have cable and list it the amenities). I mean only a really tiny fraction of them. Everyone watches stuff on their own devices and most of them seem to have their own streaming subscriptions.

I do have Netflix, Amazon Prime, a lot of the Sky Channels, Now TV etc. but I don't even advertise these as not a single guest has ever asked for them. 

[Barbara2543]

Thank you. I agree, he’s acting like a spoiled brat.

[Mert53]

Hello Barbara, I am suggesting to not give a review to the guest until the review time is finished. When you argue with the guest, its getting more complicated. I saw that you made the right thing by mentioning which you providing the internet platforms. So, if you did not select the Cable TV on airbnb, you have the right. If he give you a bad review, you can open a case from Airbnb Support about the review which is not true review. So, they can check it and delete the review in this situation. 

[Gillian166 · Accepted solution]

You could address it in your review: "joe bloggs was a fine guest, although he seemed very upset I didn't offer cable TV. This is not listed as an amenity when he booked. He did not give me polite feedback when I explained to him that the listing clearly shows we offer Netflix etc etc but not cable.".  Others might add more, but if a guest has gotten upset with you like this, you can address it.  

[Barbara2543]

I like this approach very much. Thank you! 

[Barbara2543]

Update: I received this check-out message this morning:

“Hi Barbara. Thanks again. Your place is very tastefully done and we appreciate your hospitality. We just checked out. ”

[Gillian166]

@Barbara2543 excellent, that should give you an idea that he's over it and will leave a nice review, although you never know. you just reminded me that I had one guy who seemed a bit miffed about the lack of TV and I mentioned it in the review, and then felt pretty bad about it as he left us a glowing 5* review.

[Barbara2543]

Gillian, you have such great insights and advice. I’m thinking I will not mention it and give him a good review for the reasons you state. I can always reply to the review he posts for me if it’s less than stellar. 

[Barbara2543]

Gillian, you have such great insights and advice. I’m thinking I will not mention it and give him a good review for the reasons you state. I can always reply to the review he posts for me if it’s less than stellar.