Hello hosts,Just a quick question. I've had a guest request...
Hello hosts,Just a quick question. I've had a guest request a tax invoice for business purposes to on-charge his client. Th...
I had an awful guest experience and tried to settle it with the guest personally. She stayed at a reduced rate and then needed to extend her stay. We gave her an even bigger rate discount. When she left, she left the place a mess. Dirty, greasy dishes, pots and pans. All the furniture was in dissaray, both sets of blankets/quilts had spots and stains on them, there were crumbs in all the beds on the mattress pads (which had to be hand picked off), and she ruined a set of sheets.
I took 3 days to cool off before I texted her because we really went out of our way to help this guest and she took advantage of us. I told her I was unhappy about the state of the place and asked her to pay $50 to replace the sheets. Prior to this text, she had nothing but glowing reviews and thanks for me in all her texts. She did not understand why she should have to pay for her sheets because I was a woman and the damaged sheets were a result of a "woman thing" and thus I should understand. I said I shouldn't have to pay for her "woman thing".
After much internal debate, I decided to warn other hosts and gave her an appropriate but still not brutal review, even leaving out the refusal to pay for damages and passing on her lame excuse for the mess. She then gave me a bad review, lying about my place and me. Prior to this review, I had 5 star reviews. Now people think my place is noisy and I am rude. My bookings have almost stoped dead in their tracks after her review. Plus, my 3 month pre-book for Jan-March canceled right after the review. I have contacted Airbnb twice about this to no avail. I had responded to her bad review, but not in much detail because I assumed that if I could prove it was a retaliatory review, it would be removed. THIS IS NOT THE CASE! Not only will they not remove it, they won't even let me expound on my explanation to her bad review.
So frustrated! I am knee deep in the process of spending a lot of money to make my other 2 rentals Airbnb rentals and now I can't even get bookings in prime season. Airbnb penalizes us for trying to warn other hosts about bad guests.
Answered! Go to Top Answer
Unfortunately there is probably nothing you can do about it. Things like this happen to all of us (guests, especially newer ones have wildly different expectations) and I hate the fact that one bad review plants a seed in future guests' minds (for example, I had one who stayed for nearly a month and I left town for nearly a week - I live in the part of the home - I came back and she had left an old pizza box, empty bottles,etc....her review dinged me for cleanliness?!)
Some guests are just horrible and/or petty (and I'm sure a handful of hosts are not so great either) but the best thing to do is learn from it.
I never leave a review for a guest unless I've personally interacted with him/her. I do this because if you are the first to leave a review, your guest sees that you left one and if they felt their stay was unpleasant, they have nothing to lose by leaving you a nasty review. A host may rely on sharing their home to cover a significant portion of housing costs, extra income, etc. but a guest may book an Airbnb once or twice a year. And even if guests get not so great reviews, in many cities there are plenty of hosts who would just be happy for the income.
I've been fortunate to have not yet had many "nightmare" guests but I would learn from this experience - do not be the first to review a guest! If they feel strongly about your space (negative or positive) they will usually leave a review. If I've had a weird situation/neutral, I don't bother. If my interaction was positive, I ask them to send me private feedback as to what I can do better. If someone leaves a review, you can comment on it but if you think someone had a less than stellar experience, you as a host leaving a review only prompts a guest to leave one as well (which may be unfair, misleading, etc.)
Saw your listing and I really don't think your guest's review was that bad. If anything it was probably prompted by your interaction with her following her stay. You have 5 stars and it was overall a positive review! I have no plans to go to Tucson but I'd stay in your place! In the future, I'd just let small inconveniences like that go. Don't be a pushover but understand accidents happen and sometimes minor things occur with otherwise well-meaning guests:
-No smoking but someone opens a window thinking they can get away with it
-Someone breaks a glass
-Uses toilet and "forgets" to flush (nasty but happens)
My advice:
1.) Do not post a review first - Regardless of what you do, you get sometimes get less than 5-stars! If you've had a less than fantastic dialogue with a guest, posting a review prompts them to do the same - in your case, she knew you were upset about the sheets & was probably defensive about being asked to pay $50 for an accident - If she thought you were upset with her as a host, I am not suprised that she didn't give you a fantastic, glowing review in response to the notification that you had left her a review.
2.) Don't sweat the small stuff
3.) Just buy a $10 set of sheets from Wal-Mart and consider it a "cost of doing business" if they are ruined at some point
I think hosts should always leave reviews, whether they are good, bad or ugly, as this lets the rest of the community know whether they should host the guests.
I think, if one leaves bad feedback, the other party will leave bad feedback too. Yes, it is good to know what you can expect from someone, but the other party can lie to defend him or herself, which is likely to happen, and you harmed eventually your own business, you did not help many others. If it is a bad experience, I would learn of it if I was a host, and would swallow it.
@Istvanne-Aniko-Agnes0 It is not possible to read each others review before they are both published. So no need to worry about a revenge review. The review system is blind. Otherwise it wouldn’t make much sense to even have a review system.
Hi @Sandra856! So you say that reviews are published only after both parties (host and guest) enter a review? In my case I did not enter a review bc I had communication problems w the cohost (she was v v careless) and did not want to say publicly anything bad. I just emailed with the host discussing w him the negative interaction w the cohost. Next day I see an email from Airbnb that the host did a review of me that I cannot see unless I make my own review. What if he said something negative and other hosts in the future will not rent me a place? I hate hotels and I like to stay only in Airbnb! Regards, Tatiana
Dear @Tatiana984 🌿
You cannot read each other’s reviews before you have both submitted one. If only one part submits a review it will get published when the review period is over - 14 days after check out. It means that if you don’t leave a review the review your host has written will get published on your profile 14 days after check out. You will be able to write a reply to the review. And remember that the host will not get notified about you leaving a reply - it will only be potential new hosts that will read the reply. Make sure to write a short, friendly reply.
Thank you Sandra!
I hear you about short and friendly, but I don't think this advice applies always, especially not when the guest's review is factually wrong and malicious. Why not disclose in the host's response how things really went down with a demanding, inconsiderate and a hostile guest who disparaged you in their review and acted less than friendly leaving an unfair review that needs to be corrected and set straight for the future readers of that review.
This is where everyone has it wrong. Sure you cannot read each other's review. BUT when you ding a guest and they left a beautiful review not knowing you dinged them in your guest review. They call Airbnb and delete their positive review. If Airbnb looked at the review you left the guest and saw a less than positive review then it is nothing short of retaliatory to remove theirs.
Some people say it is against the law for Airbnb to allow them to remove a 5 star review. I do not believe it for a minute. No Way. Some hosts are acting like AirBNB is complying with the law. I'm calling BS. AirBNB is allowing manipulation of ratings. Crazy. I am not playing along with that anymore. My reviews will be 5 star on guests or No review at all from here on out.
I couldn't be a martyr and do that. I have had some nightmare guests (Blood and Fecal matter on sheets-nasty sex), piled up dirty dishes left on the counter and in the sink, filled garbage sacks left, nail polish spill on the bathroom floor, more people staying than claimed...I LEAVE REVIEWS and I also call Air BnB to Tell Them what happened so they can make a note on the guests file. I take the hit on the bad experience (yes) so other hosts don't /might not, have to! I also respond to less than perfect reviews explaining our side of what happened and it even helps to post pictures because we all know that a picture is a thousand words!
I have decided to opt out of the drama with reviews as well. I will not leave bad reviews. ONLY good ones or NONE.
Yes Airbnb only cares about their income and sides the easy way weather guest or host. I have been screwed both sides. I had a reservation cancelled because of COVID and did not receive my refund but yet the reservations I had as a Host was cancelled. So I guess they just keep of our money. Also I realized if you want to claim an extra bed just list an air mattress as a bed. Are you kidding me?
Hi in our last house we used booking. Com and late rooms. If you think Airbnb are bad try using these. You have to collect the money and pay 20% plus commission. We have had our Annex up and running for 10 months now with no issues with Airbnb.
How was she able to know you left a bad review in time to make what seems like a retaliatory review?
The platform needs to show reviews given as well as received. I now ask if they have ever given a bad review before approving.