[NEED HELP] A Bad and Fake Review

[Vivek143]

Hi Fellow Hosts 

I have experienced this very first time, that a guest is giving fake review on the amenity that I haven't provided. 

Well, this is unfortunate, even after complaining to Airbnb support, "REVIEW CANNOT BE REMOVED". 

Well, if any fellow host or admin can help me to get this review removed, I will appreciate it. 

It really downgraded my listing from 5 🌟 to 4.91. 

Well help!! Please

[Patricia2526]

Hi @Vivek143 

In your listing description, under Space No. 4, you mention that you provide basic utensils. If cutlery is also listed as an amenity, then from the guest’s perspective, the expectation is that these items are readily available and complete. 

Moving forward, it might help to be more specific in your listing like stating the exact number of utensils provided or clarifying any limitations. That way, you set clearer expectations and reduce the chances of similar reviews in the future.

[Vivek143]

Hi @Patricia2526 - Thanks for the quick turnaround. However, I already had those utensils provided on the listing and an induction as well. If the guests has not asked or even look for it. How would it be my fault ? 

Also, the mention of kitchen in the review is also abrupt , I don't have that amenity available in my listing. 

Can you suggest what could I do next to remove the review?

[Joelle43]

Hello @Vivek143 

The guest left you a 3* review mentioning that there was some out of date bread left in the kitchen area.  I can't see a kitchen or a kitchenette in your photo tour but you do mention that there is a mini refrigerator, cutlery and a "plate".  If this plate is an induction plate, I would change that as to me this is confusing, I'm thinking plate as in something I can eat from😉

The kitchen/kitchenette is indeed barred in the list of amenities so maybe it would be best to describe the listing as a guest suite rather than a studio as personally, my expectation would be to have a kitchenette in a studio but not in a guest suite. 

How have you set up the induction plate, kettle etc on your listing as there are no photos of these that I can see?

I'm with @Patricia2526, it's best to see what you can do to prevent this type of comment in the future - guest expected something else.  Was there out of date bread left behind like they are saying?

[Vivek143]

Hi @Joelle43 - Thanks for the feedback and suggestion . It helps. 

Nope, there was no bread or anything in min refrigerator.  Basically, this guest didn't even ask for anything and nor notified when did they check out or anything. 

I take my cleaning standards v seriously and try to provide every guest a hygienic place. 

[Shelley159]

Hi @Vivek143 

The other hosts have provided some very detailed responses. I'll just mention that I think there's very little you can do about the review, other than think whether there's something you can improve from your side, and then move on. When one is still fairly new, each future review still changes the average quickly.

It's normal to receive lower reviews from time to time, it just never feels good. And I can see in many posts in the Community Center that the first below-5 rating often hits the host very hard. Do what you can to address it,and then put it behind you.

[Stanja0]

I feel your pain. I don’t see how you can get that review removed.

But I do know as a traveler and host and someone who loves to read  reviews…I highly recommend you remove in your amenities “silverware”. You are laser focused on the guest saying “kitchen area”.  Also next time you respond to a guest drop it in Chat and ask her to clean up the responsive so it’s not defensive but reflective.

Regardless if you have a kitchen area or not…

Do you have enough cutlery/silverware.? That’s their issue along with the alleged bread in the refrigerator. (My housekeeper videos before and after she cleans and records inside the refrigerator and dishwasher) if you have a recording send it to Airbnb. If you don’t practice this…I recommend you do. 

I say this because other guests will come in and piggy back on that discrepancy. You don’t want that. You have beautiful reviews and a cozy studio. Protect it. 

One last tip, I do know another host told me they got a review removed because they found out the guest had more people in the property than they stated in the reservation. It was evident in the message thread. Not sure if that could help you but I do hope this works out for the better. Sending blessings.