Hey Guys,
We could really use some feedback from the community as ABB has notified us of our guest’s private feedback to them…which is Completely inaccurate! It's almost like he was looking for something negative to say behind our backs, although I don't know why as we thought we had a great experience. I don't think he realized that ABB would notify us. I’m unsure how to proceed and could really use some advice as we are very new at hosting and have only just encountered this situation and are very protective of our reputation. Note: we have 2 bedrooms listed in our private home and have never had less than 5 star ratings.
Conversation Key: ABB is underlined. Guest is italicized. (I am in parentheses)
(His public feedback): I highly recommend this place provided you want to relax and decompress. These are the best host I have ever met. Let me put it in this way -- even I can't be a host like them. The only thing to keep in mind is their house is around 10 miles from heart of the city. A perfect location to relax. Another thing to note is in evening there are no street lights so you must have a car or capability to uber otherwise you won't be able to walk to even closest restaurant. I am sure they would not mind to accommodate you but if you are like me who doesn't like to be burden on people make sure you have a car. Next time I plan my trip to Reno I am going to make sure they have a vacancy for me. Thanks.
(To clarify, our neighborhood is Well Lit! It’s the highway down the road that is not.)
And his private feedback: “Thanks very much. I enjoyed my stay with you guys.”
(While his overall public rating is 5 Star, his private ratings to ABB are as follows):
ABB: Private feedback
This is just for you. It won’t appear on your listing or profile.
Private Feedback:
Thanks very much. I enjoyed my stay with you guys.
Accuracy feedback: (He gave us 4 STARS)
Your guest mentioned some issues that weren’t accurately reflected in your listing description: amenities. Additional comments: “They said there will be light breakfast and snacks. Which wasn't there.”.
(His ABB message communication to us prior to staying copied here): “I am vegetarian so you don't have to worry about my food/breakfast etc. If I can store something in your fridge it would be great so I don't have to go out everyday.”
(We provide bagels and muffins as well as coffee and tea 100% of the time every morning. He refused this offer. Note: Nowhere in our listing does it say we provide snacks.)
Location feedback: (He gave us 4 STARS)
“This place is little away from Reno city. It was great for me to read and relax but if you like to party its not ideal. ”
(His ABB Message communication to us copied here): “Hello Sir and Madam, am planning a reading vacation where I just want to relax and read in nature and if weather is not nice then in house. Would I be able to close my room and read? To avoid your pets? I am planning to read 5 books in 4 days so I might be having different schedule like read till 4 am and get up at 11 am.”
(Our listing Clearly states: “While our home is in the Reno city limits we are on the outskirts of town in the Golden Valley area with easy access to the freeway. You cannot walk to the downtown area and will need a car or other transportation (Taxi/Uber). We are very conveniently located off US 395 North. Our home is 10 miles from the Reno-Tahoe Airport (Mapquest says 12 minutes), 9 miles to downtown Reno (13 minutes) and 9 miles to downtown Sparks (12 minutes).”
And again it’s mentioned: “We are located in Golden Valley, approximately 10 miles (Or less) from the Reno/Tahoe airport, and downtown Reno and Sparks areas. We do not have a bus line nearby so you will need a car or other transportation.“)
(Also, our guest Did have a car with which to get around.)
Value: (He gave us 4 STARS!)
(Privately he told us we were at the PERFECT price and wants to book in the near future!
Our prices are much less than most of the other listings in our area simply Because we are on the outskirts of town. He also has asked if he can stay with us again due to his financial undertakings in our area and wants to pre-book and block out as many days as he wishes. If our Value is less than 5 Stars why in the world would he wish to book with us again?!)
(Check in, Cleanliness and Communication were a 5 Stars)
___________________________________________________________________________________________
And finally, this man informed us that he is a man of great stature and financial means. He was looking at million dollar properties in our area of which we spent 8 hours driving him through 4 counties looking for investment property. My husband even took a day off in order to assist him. We also hooked him up with 3 realtor friends of ours who dropped everything at his insistance to meet with him immediately. We went Over and Above for him as we do for all our guests, and yet he privately messaged ABB different ratings than he gave publically; as if ABB wouldn’t notify us. I feel as if we have been slapped in the face and our generosity has been disrespected.
In conclusion, we are very new to hosting as we started on Sept 1, 2017. Within a couple of weeks we met the Super Host requirements and have never had less than 5 Stars. Yes, I’m offended and butthurt! This is our first downgrade rating and it feels ugly. I do realize that giving us 4 stars won’t do anything to our overall rating and Super Host status (soon to be declared) but my issue is that while he publically posted one thing he went behind our backs to ABB and said something completely different. We were expecting him to stay with us again as my husband is acting as his liaison with the realtors. But this back door message has me pretty miffed and I don't know if I want him back!
So…
-Do we confront him on this in an ABB private message? If so...suggestions?
-Do we respond publically where ABB gives us the option to respond? Probably not the best option.
-Do we contact ABB privately with this information to provide accuracy for maintain our stellar reputation?
I can’t see ingoring this and letting it just go by the wayside as we are continuing contact with him in a business sense and he plans to stay with us again. He has damaged his own reputation with us at this point and may have damaged future bookings with us.
I could really use the Community’s feedback on this. TIA!
Trina~
