Guests leaving a negative review without contacting the host during the stay

[Michelle3890]

Hi, 

How are you?

1. How do you feel if a guest leaves a negative review and never contacts you during the stay? But you only find out after the negative review is left. 

My opinion: 

Airbnb policy should not allow a guest to leave a negative review without communicating any of their issues to the host. 

and I’m also finding out that some guests don’t know how to properly review a home.

Airbnb Should provide a conditionings list that would assist the guest and the host about how to properly rate a home. 

what do you all think?

[Mike-And-Jane0]

@Michelle3890 would you have reviewed them as you did if they had complained at the time?

[Michelle3890]

That’s a great question. 

If I feel in my heart that I might leave a guest a poor review because I was upset about something that they may have complained about, I just opt to not leave a review at all.

And that has happened. When that happened, I appreciated the guest calling during their stay to let me know. 

If they have a legitimate negative observation during the stay when they contacted me, I want to address it. I want the guest experience to be GREAT. 

Again, in a case like that, I would not leave any review. 

Because, I would feel in my heart, that I was being biased. 

Leaving a negative review should not be used as a weapon against the host or guest. 

SOLUTION:

With that said, a Review conditioning guide should be a part of the process to assist the host and guest. 

Here is a sample draft I created:

5 Stars - Exceptional Experience

• Cleanliness: Spotless, well-maintained, and feels freshly prepared.

• Amenities: Essentials plus premium touches (e.g., quality linens, coffee, snacks).

• Condition & Style: Beautiful decor, everything works perfectly, feels luxurious.

• Host Responsiveness: Quick replies (within an hour), friendly and proactive.

• Location Transparency: Clearly described, with local tips and easy navigation.

• Guest Communication: Guests shared any issues, and the host resolved them efficiently.

4 Stars - Great Experience

• Cleanliness: Very clean, only minor details missed.

• Amenities: All essentials plus a few extras (e.g., coffee, guides).

• Condition & Style: Nicely decorated, a few minor cosmetic issues.

• Host Responsiveness: Helpful but may take a few hours to respond.

• Location Transparency: Accurate but may lack some minor details.

• Guest Communication: Host was approachable, and if issues arose, they were addressed.

SAMPLE……draft

I also have this for the host rating the guest. 

Your Thoughts:

[Joan2709]

@Michelle3890 

I usally suggest Hosts I work with highlight inside the listing somewhere that Airbnb reviews are different than typical hotel or restaurant reviews. I suggest they purchase a frig magnet that is available on Amazon that does this and most likely will be seen as it's on the frig.

Check-in Message

I also suggest new Hosts add wording to their Check-in message that includes a paragraph to please let us know if they have an issue or question, as we want them to have a fantastic stay and enjoy a 5-star experience.

72hour Rule

There is a requirement that Guests notify Airbnb and/or the host within 72 hours of an issue. If they didn't do that, I believe the review can be removed based on that and they wouldn't be entitled to any refund.  Might be an uphill battle though:

If you have a problem or issue during your stay

https://www.airbnb.com/help/article/248

"...You have 72 hours to report any issue to your Host or to Airbnb from the time of discovery..."