Misleading Review

[Naveen58]

Hello everyone,

We've been Superhosts for over a year, have a guest favorite badge, and are among the top 5% of properties in our city. Recently, we received our first 3-star review. Our property is a legally listed secondary suite with accurate photos and descriptions. A recent guest gave us 1 star in accuracy, claiming it's not an apartment but a basement, despite our clear listing as a secondary suite.

We also send a follow-up message upon reservation confirmation, reminding guests to verify the listing and amenities. Many of our reviews highlight the positive experience of staying in a basement suite.

After checkout, the guest left a 1-star review in accuracy, stating, "it's not an apartment but a basement." We contacted Airbnb support, but they failed to understand what a secondary suite is, suggesting it should have luxury amenities. Despite promises of a callback from a supervisor, we haven't heard back.

This review is impacting our overall ratings and doesn't reflect our property's accurate representation. We're seeking advice on how to get Airbnb to review our request and evaluate it against their review policy.

Thank you for your support.

[Naveen58]

@Bhumika @Paula @Rebecca

any suggestions or guidance? Here is link to our listing

http://airbnb.com/slink/mH4UvB92

[Darren469]

Good luck. Based on how many great reviews you have, AirBnB is likely to say what they've said to me "You have so many great reviews" and leave it at that.

[Marie8425]

@Naveen58 

I would suggest maybe you are just dealing with a Guest angry at herself that she didn't understand that en suite as opposed to apartment provides a different level of privacy access.

Reading your reviews looks like most guests understand.  So your description must be fine.  I would look at was she not your typical market?  Most of your Guests talk positively about stays before early or late flights, she was traveling with her children was she booking for the wrong reason?  Was she a female alone with children in someone's home she didn't know and no lock on bedroom doors?  My site is cheaper then Phoenix, that is an hour away, and just chatting before I accept a reservation,  there is hints so I mention my city again.  Just saved me last week nice man but he was expecting to work in Phoenix.

[Rebecca]

Hi @Naveen58 👋

The Community Team is dedicated to supporting hosts in a different capacity than customer support. This community forum serves as a platform to facilitate meaningful conversations among hosts, encouraging open discussions about topics that matter to Airbnb hosts. Our goal is to foster a space that is respectful, constructive, and encourages host-to-host interactions.

You've got some lovely responses from other Hosts here offering support, have you managed to check them out? 

[Shelley159]

Hi @Naveen58 

You could perhaps consider changing the wording somewhat. It reads "Our AirBnB features a private legal secondary basement suite". I would interpret this basement as a feature of the Airbnb, in other words it is an Airbnb that also features a basement (the same way one would say it features a TV, etc.). It would be clearer if you simply said "Our Airbnb is a legal secondary basement suite".

I would also consider putting basement in the title, simply because the photos (which are very inviting) can give the impression of an entire private unit.

You are not misrepresenting what the rental is, but I can understand that some guests could miss the details. You have really good reviews, so people may be eager to book and fail to put all the facts together.

[Joan2709]

Hi @Naveen58 

So sorry this happened. I think there are a few things you can do to prevent this from happening again. In the mean time, take some screen shots of your listing showing it is clearly listed as a Guest Suite. Then start the process of trying to get the review removed with Airbnb. It's clear the guest didn't read your description. I fear that will be an uphill battle I'm afraid. That said, a few things to help prevent this in the future:

- Add on first line of Description something like:

"Welcome to our spacious XXsqft basement guest suite with private entrance...."

- Do you live upstairs on the main level, or do you have another tenant/guest that does? 

If someone lives upstairs, I would include potential for noise in your Other Details to Note Section and Property Info Section under Guest Safety.

- You don't have any "shared spaces noted on the listing?

Technically, your driveway is shared. You should add the driveway is shared under Property Info in Guest Safety Section. In the text area you can state the only shared space is the shared driveway. I would also add this to your Other Details to Note Section:

- Agree with @Shelley159 , it might be better to change the wording you are using:

"Our AirBnB features a private legal secondary basement suite". Guests could misinterpret that (as this guest did),

- Add some info to your Photo Captions:

I would add some details to your photo captions that mention this is a basement guest suite:

"Our light-filled, basement guest suite has a private entrance and fully-equipped kitchen" 

- Add a note to your Welcome Message

Maybe state "this is a spacious basement guest suite with private entrance. Please be sure to review the entire listing and photos to ensure you will be comfortable. We want all our guests to have an enjoyable stay"  (or something to that effect).