Needs improvement?

[Oscar-Reyes0]

A co-host recently had a guest who asked for a refund after the first night (he booked 2 nights).

He complained about dogs barking at night, although the listing  specifies to be pet friendly in a pet friendly area.

Besides this, he also complained about the traffic sound early in the morning. I do agree rest is a priority, but one has no control over this issues, don't we?

Could you share some responses to deal with this situation in a polite way?

There's also another guest who left a bunch of weird complains after his staying, I can mention some of them:

Not enough silverware

They weren't able to let windows open because the air will have them back closed.

They felt unconfortable about the cameras (they are only pointing towards perpherial areas)

I would also like to mention these guests are also hosts and left a 3 star rating on the house location, when they have a listing 2 blocks away from ours.

We kept in touch with them at all times and they always said to be having a great time. I just don't understand why to wait till writing a review instead of sharing their concerns when they are currently staying.

Is there any way to retract these ratings/complains? 

Thank you for all your help.

[Trude0 · Accepted solution]

You wrote: 

«I would also like to mention these guests are also hosts and left a 3 star rating on the house location, when they have a listing 2 blocks away from ours.»

It looks to me like a competing host might have booked the place, with the intention to «hurt» their competition? 

If this is likely to be the case, the host can try to get Airbnb to remove the review,  as this would be against Airbnb policy. 

Here’s a print screen of the Airbnb Review Policy:

[Oscar-Reyes0]

Same think came to my mind as soon as I read her review.

Your feedback definitely provides us what we needed.

I do apreciate your help and for sure my Co-host will do so.

Best wishes.

[Helen3]

Hi @Oscar-Reyes0 

I'm a little confused are you the cohost or the owner of the listings ? . The listing shows you as the cohost? 

A few points to consider 

1. one of your listings says it's in a quiet area the other doesn't say it's pet friendly or that is a pet friendly area . Neither mention road traffic outside.

2. was the guest correct when she said that the camera was pointing inwards on the patio and not out onto the street 

if not address it in response to the review and make it clear in your listing description that cameras on the patio point out onto the street to reassure future guests

you don't mention that you have cameras in either of your listings description. I would highlight there too. 

4. You have no description on either listing of the accommodation you offer . What was your thinking around not providing one?