WE AS HOSTS, NEED TO MAKE AIRBNB TO CHANGE THE RATING SYSTEM! IT IS SO UNFAIR TOWARDS US! WE COULD BE SCREWD FOR NO REASON AT ALL! THE SO CALLED “OVERALL EXPERIENCE” SHOULD BE CALCULATED AS AN AVERAGE OF ALL CATEGORIES. I GOT 5 STARS IN ALL CATEGORIES, BUT OVERALL EXPERIENCE 4 STARS. WHERE IS THE LOGIC TO IT?!
Sorry for the caps lock, but my frustration is up to a roof at this point. I don't understand why we should put up with it. I was checking so many chats about the rating system and the complains go years back. We should have a voice. After all Airbnb would not exists without hosts. So why no-one is listening?
I don't know how I will survive in this business. We live in a small village in Costa Rica. I can provide the best accommodation possible, but it will never be the same as in the rentals in big cities in Canada or States, simply for the fact that some things are not practical or even accessible here. Most people understand it, but this last guest did not. What is sad, we could hear them laughing, watching tv up to late night (we provide very good internet, 40" smart tv, and chrome cast), and having very good time. If you want read the whole story.
I want to write a private note to Guest and respond to her complaint and suggestions. Tell me if I should I?
Here is how it was:
I rent a two bedroom cottage There are two double beds and a futon in the living room for one additional person. We charge $60/night for up to 4 guests and $70 for 5 people. I always put coffee, sugar and a bag of local cookies for arriving guests. There is always black tea, green tea, chamomile tea, cooking oil, all kinds of spaces for guests to use. I provide shampoo, conditioner, shower gel, shower caps, laundry detergent and softener, toilet paper, paper towels, cleaning products, dish soap.
I had the reservation for four people for 4 nights. Two guests in each bedroom. They arrived in a group of five. Two of them wanted to sleep on a futon in the living room. I said right away that this futon is for one person, they won’t be comfortable on it. They said that it doesn’t matter, they will be fine, they will stay only 2 nights. I provided additional bedding and towels. I didn’t say anything about additional charge for the fifth person.
The next morning Guest complained that the futon is very uncomfortable, and asked is there any way to fix the problem. I provided a comforter and a big, thick blanket to put it on top of the futon for sleeping and seating. I apologize and told them we had no idea, no one complained to us before, and we will replace the futon as soon as they’ll live.
Everything seamed to be good, they wanted to cook roast-beef - I lent them my slow cooker. Their suitcase broke, they asked for a glue - my husband gave it to them. They ask for herbs from my garden - I shared, phone number for Uber - we provided. They complained again, that the futon is not comfortable to seat on and watch TV. What could I do for Pete’s sake?! Run to the store and buy a new one? We live in Costa Rican village in the jungle!
They left, I wrote them good review (after all some guests are high maintenance) and a private note, that we already replace the futon. And then it comes their review. 4 stars overall experience and Accuracy, and the private note:
“B and Mark we wanted to say thanks again for being so accommodating. We really loved your location and the touches that you put into your cabana. I felt I had to write about the futon because even if we didn’t sleep on it I would’ve said something because it is so so so uncomfortable for sitting. In addition you may want to think about having other furniture that is comfortable to lounge on. We found ourselves having to lie on the bed’s to do her reading and journalling etc. because there was no comfortable spot to sit. You provide many opportunities for sitting but they’re all hard wooden chairs and not great for lounging. Salute.”
Are you kidding me? In a hotel all you can do is sitting on a bed in one room and you pay twice as much. We have a desk and a chair in each bedroom. There is a huge table on the covered patio and 6 chairs. There is a table in the living room and four chairs. We had cushioned chairs at the beginning, problem was that people sit on them in damp bathing suits, leave beach sand, stains, they sweat and I ended up washing seats between every reservation and drying them with a hair dryer. When it comes to Accuracy, I don’t know how can I be more accurate, the listing says what to expect in details and we have like 70 pictures from our property. See for yourselves: https://www.airbnb.com/rooms/34368905.
So that is the story. I understand guests are entitled to their opinion, but it should not be possible to damage our rating so easily.
