Irrelevant Guest Reviews

[Rob9392]

I am a super host with over 350 five star reviews approximately.  All of our guests love our  5 suites.  Our average is 4.96 stars or something out of hundreds of bookings.   Recently one of our guests checked out and before she wrote her review, i brought it to her attention that she damaged one of my face cloths (wiped makeup off with it) not a big deal but we may have to charge a damage fee.   It really set her off...she trashed us in the review.  She would have given us 5 stars if we didn't mention the face cloth, but I pissed her off and she lied in her review....Ive had discussions with Airbnb support to take the review down, because the relevancy is basically zero, she lied! However airbnb support won't remove the review....Furthermore this this girl only  has 5 reviews, and thus is very new to the community  and has no experience.  I can not believe airbnb supports this guest over a super host.   It makes me want to leave the platform and take my 5 suites elsewhere...Does anyone else agree with me that this is a terrible Airbnb Policy? Thanks, BobF

[Helen744]

@Huma0 yikes . looks like a murder scene. I have a rule if there is a stain . I will give it one wash with whatever I think may work ,and if it doesnt come out its in the bin.It does not do to become too attached to any linen. That thing no longer looks like a flannel or anything . It would head straight to the bin . I think if I can buy ten for thirty dollars then I am not too worried .I dont wear makeup anymore but I assume woman carry their own products . Am I wrong .?H

[Huma0]

@Helen744 

I have nice facecloths that I bought previously, but now I just buy cheap ones as I know they can easily get ruined by one guest. However, the make up wipes have really helped to reduce this. I put a little sticker on them asking guests to please use them for make up rather than towels. Very, very few guests actually use the make up wipes (which is good because they are not great for the environment) but the sticker seems to work as a reminder so make up stained towels are far less common now.

I don't know what that girl was doing with that cloth, but I'm guessing she just wore an insane amount of make up. I use reusable cloths myself, rather than wipes, and they never end up looking like that, but then I wear very little make up.

[Gillian166]

@Helen744  my local Sheridan outlet store currently has a special on bath sheets for only $22 each. bargain. wish I could afford to buy 20, but I settled for just 4 to add to our collection. 

[Helen744]

@Gillian 166 love Sheridan

[Anonymous]

@Rob9392   "Is that too much to ask?" Honestly, Rob, in hospitality that is always the wrong question!

A small portion of guests may genuinely appreciate the extra expense you go to in providing higher-end linens and towels. But given the choice, 100% of your guests would rather use less costly housewares than risk being confronted or charged over minor damages.  

@Helen744 sums it up best above: "if you cannot afford to lose it, don't use it . " This applies just as much to a chateau as to a budget homestay. The secret behind the best-performing accommodations is not that they buy expensive towels. No, they choose affordable housewares that balance durability, longevity, and comfort, set high enough rates to account for periodically replacing them, and shift more attention to the details that really make guests feel cared for. Hospitality is really just a fancy term for attention. Not fancy face cloths.

Also, as @Gwen386  points out, people treat their own places all kinds of ways, probably not the way you want them to treat yours. If you can't put your clumsiest imaginable guest at ease, you're down the wrong path.

[Gillian166]

always on point with the tough love @Anonymous , and even when it's aimed at others I feel like it's perfect advice for me (and everyone). thank you. 

[Huma0]

@Anonymous 

I have a combination of expensive and less expensive bed linens and towels. To date, I have never had a guest comment on the expensive ones and how nice they are. Not once. That's not to say that they don't appreciate it subliminally, but I've yet to see a review vary due to this. What they do appreciate is the comfort of the beds, and that's because of my extra thick mattress toppers (best Airbnb investment I ever made and not actually that expensive).

Guests think no more of ruining a cheap towel than they do an expensive one. Also, high tread count linens might feel fab, but they don't stand up to washing that well and, no matter how lovely they are when new, it only takes one guest and their stains to make the whole thing a pointless exercise.

The balance I have found is to buy relatively high end linens as discount prices at TK Maxx (TJ Maxx in the UK) and similar outlets. Looks fancy, feels fancy, but you don't want to cry so much when a guest ruins them.

[Sudsrung0]

We actually have our own Laundry so we can do everything ourselves, I think I must have every chemical available to get rid of stains, 

One of the worst things, Most of our guest are tourist so like to do a bit of sunbathing either down the beach or by the pool, There is a spray on suntan lotion and when you come to wash anything that has come into contact with it, towels or clothes they turn Pink, It's happened a few times, at first you wonder what the hell you have done wrong.

[Gillian166]

@Rob9392  did you leave her a review? there isn't one on her profile from you.