Guest got review removed.

[Ahmad334]

I'm struggaling to understand how Airbnb's review system works. It seems some people know how to game it and I'm the idiot over here trying to be honest. 

I'm super pissed. I used to go under the assumption of always leaving 5 star reviews because I know as a host and how ratings systems work anything less is bad.

I used to leave 5 star reviews for guests even if I had minor issues with them, because its not a big deal.

But guests who had no issues with their stay and seemingly enjoyed it would then leave and write a 3/5 star review or 4 star review then comment on a bunch of silly biased things. It seems some people just want to complain. 

One time a guest had an issue with the location, I clarified it, allowed him to cancel, refused, kept the booking, then left a negative review saying the location is inaccurate that were lying. 

I work so hard as a host, and these guests just leave negative reviews because of wtvr bias or hatred they have.

So I decided that with this guest I will be honest for the first time, since I can't see their review, most of the time when I think a guest is going to give me a good review they leave a bad review out of no where.

I was honest for the first time, exactly how this guest behaved, and how was that guest review removed.
Airbnb used this excuse:

"Attempting to influence a review through intimidation, extortion, or incentivization, or using a review to try to influence an outcome or harm competition, are not allowed under our policy."

So I asked Airbnb what intimidation or incentivization I did, they responded with "you asked for a review"

I looked up their policy: https://www.airbnb.com/help/article/2673. The word "ask" or "asking" cannot be found on this page.

I've asked to have so many reviews removed, one guest almost burnt our house down and another guest broke the law by removing the fire alarms, and Airbnb said 'no sorry we can't remove those reviews'.

[Elisa]

Hi @Ahmad334 😊

Thank you for raising this topic in the community!

I am sorry to hear of the situation and would like to suggest that you also take a look at this conversation if you would like — where Hosts have shared about 👉 dealing with reviews.

One of the experienced host @Robin4 has also shared an elaborate comment of how he usually treats reviews. 

Warm regards🌻,

[Ahmad334]

So you're telling me you're a community manager for Airbnb you can see Host's frustration on how guests lie and game the system but Airbnb does nothing. Extremely frustrating as a host.

[Elisa]

Hi @Ahmad334 😊

I am so sorry, it must have been a very frustrating experience!

I have updated my comment with more context and I have also shared your situation and feedback with the support team. I hope they can reach out to you directly, in case they have any updates or suggestions on your specific case.

Warm regards,

[Mary1523]

Hi there

I read your reviews to get a feel for what is going on here. BTW Nice place you have! I've been to Barrie many years ago...

It sounds like you have had some rough experiences.

I only have thoughts below because it's not clear if you are venting or have a specific question? When it comes to guest reviews, it actually comes down to what expectations do you set, what do your house rules state. Sometimes when guests rate you down, its what they are not saying that's important.

I read your listing as well,  it doesn't some questions I would like to know (remember not everyone looks at that amenity tickbox!)

1. Always be clear in your listing on expectations and house rules. If the apartment is lower floor, and there are active live in above, you need to say so in case there is foot noise above
2. IS it really a fully equipped kitchen, everyone has different expectations of that? Is it a kitchenette, can I cook from scratch with chopping boards, blender, strainer etc
3. No one mentioned ski in or ski out in the reviews, thought that would be popular? Is is true?
4. Parking? is there any?
5. Why not provide towels? You provide other linen? Guests might be rating you down on that without telling u they are annoyed...
6. It sounds like most guests are adhering to your house rules, so continue to do the right thing and give them 5's unless there is good reason not to. Only do a review once they have done theirs. Most times it should be good
7. When guests dont review, do your review on the 14th day. It could be a warning sign, not always, but sometimes. Leaves them less time to do a negative review.
8. When doing reviews, Be professional, remember your response to reviews is not to respond to the person to do the reviewing. It's to get future guest bookings! So when you had a bad review, instead of replying to person, reply to future guests like this: "Dear Future Guests, unfortunately this was not a great experience for me. Numerous house rules were broken and I just couldn't manage to rectify this guest experience no matter what I tried. Many unrealistic expectations. But rest assured, I always endeavour for a 5 star experience. " 
9. Airbnb will remove our reviews of guests if you are too judgemental or personal (I know I did one saying, look the guest is probably great if doing single bookings but it was a group booking and the last person who left didn't follow the exit protocol). Airbnb removed it as guest complained. I should have just rated 4/5 for house rules, said major house rules not followed and kept it impersonal. I was trying to be fair to the guy who booked but silly me...
10. Always relate reviews to house rules and nothing else. Not behaviours etc. You have nothing to fall back upon, but Airbnb has very little cause to remove reviews if it relates to house rules.
11. Explain what a 5 star vs 4 star review means in your FAQs/house manuals etc. Another host provided a great example recently. Some guests compare to a hotel star rating.

Hope this helps, best of luck, sorry if I have misenterpreted anything! Kind regs MK

[Ahmad334]

I totally agree on setting expectations, I think I was naive and inexperienced earlier on. I used to do have an Airbnb in the city, and that was a much easier type of guests I found.

The suburban guests have a lot to complain about, especially when most of the guests barely spend anytime in the unit and on average stay for only one night or a couple of nights. But I think frustration continues now because we're literally upfront about everything, and people still find issues to complain. Someone wrote once "there was a spider outside" - like what I'm I suppose to do about that lol?

My favourite was a guest who had a lot of negative things to say and complained about the price, but reached out a few months later to ask if they could stay.

Thanks for the response.

1. Always be clear in your listing on expectations and house rules. If the apartment is lower floor, and there are active live in above, you need to say so in case there is foot noise above
   
   This was a learning experience from earlier guests and I've fixed this. 
   
   
   
2. IS it really a fully equipped kitchen, everyone has different expectations of that? Is it a kitchenette, can I cook from scratch with chopping boards, blender, strainer etc
   
   It's a full kitchen, and i also list all the appliances and items in the house manual.
   
   
3. No one mentioned ski in or ski out in the reviews, thought that would be popular? Is is true?
   
   It's popular in the winter.
   
   
4. Parking? is there any?
   
   Yes
   
   
5. Why not provide towels? You provide other linen? Guests might be rating you down on that without telling u they are annoyed...
   
   This was absurd, we try to be eco-friendly so we *used* ask guests if they're brining their own towels to just let us know, because if we leave towles etc and they look used we launder them obviously. Some guest took it like we were saying we don't provide these things. We stopped sending out this message.
   
   
6. It sounds like most guests are adhering to your house rules, so continue to do the right thing and give them 5's unless there is good reason not to. Only do a review once they have done theirs. Most times it should be good.
   
   Yup, this is what I do now. Though some sneaky ones wait till the literal last few minutes, like one guest who trashed the house - she did it on purpose to prevent me from leaving a review. It sounds like she does this often.
   
   
7. When guests dont review, do your review on the 14th day. It could be a warning sign, not always, but sometimes. Leaves them less time to do a negative review.
   
   Agreed, thank you.
   
   
8. When doing reviews, Be professional, remember your response to reviews is not to respond to the person to do the reviewing. It's to get future guest bookings! So when you had a bad review, instead of replying to person, reply to future guests like this: "Dear Future Guests, unfortunately this was not a great experience for me. Numerous house rules were broken and I just couldn't manage to rectify this guest experience no matter what I tried. Many unrealistic expectations. But rest assured, I always endeavour for a 5 star experience. " 
   
   Thank you!
   
   
9. Airbnb will remove our reviews of guests if you are too judgemental or personal (I know I did one saying, look the guest is probably great if doing single bookings but it was a group booking and the last person who left didn't follow the exit protocol). Airbnb removed it as guest complained. I should have just rated 4/5 for house rules, said major house rules not followed and kept it impersonal. I was trying to be fair to the guy who booked but silly me...
   
   Yes, this just happened to me too me. 
   
   
10. Always relate reviews to house rules and nothing else. Not behaviours etc. You have nothing to fall back upon, but Airbnb has very little cause to remove reviews if it relates to house rules.
    
    Perfect, ty.
    
    
11. Explain what a 5 star vs 4 star review means in your FAQs/house manuals etc. Another host provided a great example recently. Some guests compare to a hotel star rating.
    
    I've recently added this reading feedback from other people on the forums. Ty.

[Marie8425]

@Ahmad334 

Sorry I am just confused what were you "Asking" for.  I just haven't had a positive or negative review that I remember using that verb,  The Guest is gone I can't think of what I would need to "Ask" for

[Ahmad334]

The Airbnb community manager was helpful. Basically, I think i provide great accomodations, it's also the cheapest in my area.

Before I was too cheap and that attracted super complainers, who expected 7-star hotel experiences for half of what you could get on Airbnb.

I fixed that, and got better guests by increasing rates to not attract the bottom of the barrel guests.

I'm basically asking how come guests can get reviews removed but we can't. 

[Muhammad-Ali7]

The review system of Airbnb is very baseless. You are absolutely right that the guest have no issues or even he doesn't want to talk about any issue and later-on give the worst review.

My property is basically a small room for budget travelers, so I am keeping the price accordingly. But paying the half price and expecting a 5 star experience is just not understandable. Now I am thinking to tell them that please read the listing fully and ask any questions if they have then come to our apartment.

Thanks.

[Helen3]

The guest has a right to expect a five star experience regardless of your price point @Muhammad-Ali7 

As long as your listing is clear about what you offer and you are delivering a clean space in line with your listing description there's no reason not to get five star reviews .

I have a budget listing in an inner city area and have had all five star reviews for the last four years .

i see you have one two star review on your listing . What issues did the guest raise that led to this review ? 

[Muhammad-Ali7]

I meant five star actually referring to 5 star hotels where you can just call the reception for anything you want.

Anyhow you are absolutely right about the 5 star rating even if it is budget. I agree with you.

The two star rating Customer I just called yesterday and first he was referring to another booking he had. When I told him that that is not my apartment but I just had one room. Then he told me that his expectation was very high about the room size and he had felt that the room is not properly cleaned. He had a two nights booking with me and the property manager was living just next door in the same apartment. If he had told us about the issue, we can ask the cleaner to come and clean again. Also I agree with him that the room is small but the size is mentioned in the listing. But anyhow, it was our first rating and it is now very hard for us to get the bookings with this review.

[Helen3]

I am sorry to hear that . Personally I would respond in a polite professional manner to his review @Muhammad-Ali7 

[Muhammad-Ali7]

@Helen3give me some idea, what should I respond. Because, you have seen his review, he is just calling the place with the bad name and I don't know how I should reply to that bad word. I am simply speechless.

[Helen3]

I don't know as I don't know what the situation is. Why don't you post a draft of what you want to say here 

1. is size of your room shown in the listing 

2. was it properly cleaned 

you can start by addressing these two issues 

please don't call guests because you disagree with their reviews