How do I find out the detail of a poor review?

[Barbara90]

Hello

I have had a poor review  (3 stars)- which with best efforts can happen sometimes.

However,  I am struggling to find out what the issues were from the starred review. One box says there was a lack of an amenity, but I can't find which one. Another box says it was not private.  I cannot find out what issue this was. The guest had a room to himself and a shared bathroom - as described. He also spent about an hour in pleasant chat and did not mention any problems.

Is there some way of delving deeper into the detail of the review that I've missed on the site? If there is a missing amenity or other issue I'd like to rectify it .

Bar UK

[Mike-And-Jane0]

@Barbara90 The only thing you can do is message the guest and ask them. I doubt if this will help in any way so maybe best to just let it go. Having said that it might be that the guest has confused your place with another on their travels. If this is the case they could ask for their review to be removed (but not modified).

[Barbara90]

Thank you .  I'll try asking.

[Jenny]

Hi @Barbara90 

Did you manage to contact your guest yet, and find out what the concern was?

Thanks to @Mike-And-Jane0 for the advice here!

Jenny

[Barbara90]

Hello Jenny,

I have tried to contact the guest but have had no reply, which is disappointing. However, as  I generally have very good reviews I am not going to worry further . Thank you. Barbara

[Sandra856]

Hi @Barbara90  🌿

I noticed you replied to the guest’s review. The guest won’t get a notification that you replied - so he won’t see it unless he happens to enter your listing some day - the reply is meant for potential guests to read. If you as a host receives a less than stellar review you can reply so potential upcoming guests can see how you choose to deal with it. For instance if a guest writes that the coffee machine was broken - you can then as a host reply and write that you have replaced it etc. 

If you want to ask a guest something you will need to write them a private message via the reservation. If you think your current reply is irrelevant to potential guests you can easily ask Airbnb to remove the reply. Just wanted to tell you in case you didn’t know 🤗🌿

Best, Sandra