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..."

[Guy991]

Hello @Michelle3890 ,

I agree with you on the issue, but I’d like to offer some additional perspectives.

Whether it’s due to cultural differences, a desire to avoid confrontation, or simply accepting things as they are, certain guests make it difficult to provide exceptional service because they don’t communicate their needs. For example, a recent guest mentioned in private feedback that everything was great and could have been a 5-star experience, but the pillows were too small and she needed a larger one. I told her it was a shame she hadn’t mentioned it earlier, as we have a variety of spare pillows and duvets available—she just needed to ask. I also promised to include this information in our house book. She was pleased with the response and ended up giving us 5 stars.

Some guests seem focused on being unhelpful rather than constructive, and it’s unfortunate. Rather than seeking solutions, they think about how to criticize, which doesn’t benefit anyone.

I think Airbnb should clarify to guests that exceptional stays require communication, and I agree that reviews based on unaddressed issues should be reconsidered.

Throughout the guest stay, we continuously emphasize that if they want an exceptional stay, they need to communicate with us. We reinforce this message in a welcome message after reservation, at check-in, the day after, and in all other communications, reminding them that we genuinely want to help.

I noticed in your listing description that you ask guests to report any issues before mentioning them in a review. Good luck with that! I doubt Airbnb will remove a review based on a rule you created, but if they do, please let me know—I’ll adopt it too.

I also reviewed your criteria for star ratings, and respectfully, I don’t believe this could be Airbnb’s default. It feels too narrow. Many listings on Airbnb have a charm rooted in their rustic appeal. Some guests actually find this appealing, yet under your criteria, these homes would likely receive a 3-star review. This approach might only suit new, modern properties, which doesn’t make sense for a platform that values diversity in styles and settings.

Just some thoughts to consider.

Have a great weekend!

[Michelle3890]

Wow!!!

Thanks:

I’m a little confused, did she go back and change the rating or she had not given you a rating yet.

Can guess go back and change your rating after they’ve given it?

And the rating system that I came up with was just a sample draft.

Maybe it could be tweaked for different styles of homes.

But it was just a draft.

I appreciate all your advice and I look forward to your response.

[Greg2406]

@Guy991 

Great comments Guy.  

Perhaps @Michelle3890 could put in the House Rules that all issues with the property must be presented to the Host during the booked period.   Requesting it not be put in a review, as you say, good luck, but putting it as mandatory in the House Rules, then ABB CS has no recourse but to side with the Host should the guest decide to air their issues out after the fact. 

Always, always, during the booked period, ask the guest(s) how they are doing and are they enjoying the home and is there anything you need at this time.    Again, put it on the message board and in a text message.     

[Greg2406]

@Michelle3890 

Modify your House Rules to include a statement that 'all/any Guests must report any issues with the property immediately to the Host via the platforms message board and by text message'.   

It will keep most from reporting after the fact issues.   At check-in, we or our representative always mentions to the guests that they must report any and all issues to us during the booked period, at check-in, we collect a signed house rules where this is also stated.  

If you read enough of the many online posts by Hosts, of the many complaints issued after the booking period, many are scams by unscrupulous individuals attempting for a refund or free stay.