Paranoid guests

[Welcome-To-OC0]

A recent guest mentioned concerns about cleanliness right after check-in. We immediately offered to send our cleaner back to address the areas, but the guest declined due to feeling uncomfortable with someone entering. With the rise of AI-edited photos and review system challenges, how best to handle situations where guests feel uneasy despite our willingness to help? And the worst part, how do deal with the review that was given?

[Mike-And-Jane0]

@Welcome-To-OC0 other than time stamped videos/photos taken before guests arrive there is little you can do. Just make sure your offer to send in cleaners is recorded on Airbnb's message system.

If (when?) you get a bad review do nothing until you calm down. Then consider how best to respond but remember your response is aimed at future guests not the guest you are responding to (if you get my meaning).

As such responses like 'I hope potential guests see that this review is an outlier and will look at my X.X record for cleanliness over XXX reviews' or 'We offered to send back the cleaning team but the guest declined - We worried that she might be complaining to elicit a refund'.

You have 14 days to respond and can always come back for help - My responses are not great but I have seen some that are wonderful - Others disastrous!

[Welcome-To-OC0]

The problem is that airbnb started to remove listings if they get 3 negative reviews....

[Mike-And-Jane0]

@Welcome-To-OC0 Sorry to say but I fear the actual problem lies with you. I have read some of your reviews and they are truly awful with a recurring theme of dirty poorly cleaned accommodation. Perhaps you should be happy if Airbnb removes some of your listings so that you can concentrate on, and improve, the others. 

[Peg327]

As it appears you have several reviews complaining about the cleanliness of your space, it is surprising it has not been removed already

[Helen3]

You are extremely fortunate that Airbnb hasn't removed you from its platform @Welcome-To-OC0 

You have an average 4.2 rating and Airbnb sees any listings of 4.6 or lower as poorly performing.

why aren't you putting systems in place to improve the quality of your cleaning , address issues about poor quality and bad smells.

any hosts can get one or two bad ratings but you have multiple complaints about issues it's easily within your gift to address .

Maybe you have taken on too many listings too quickly and are struggling to manage them to a good standard ?

[Peg327]

In response to guests complaining about the space being dirty as soon as they arrive:

Perhaps you have high turnover & do not have the time or energy to deal with the several complaints on your site re: cleanliness! It feels as if there is no joy in your hospitality, only a focus on income which never  works ultimately.

I often leave a day or two between guests purposely to air out the space & do deep cleaning every time! And since you accept pets, this requires an even deeper cleaning!

Perhaps consider accepting your several guests complaints as a sign to nudge you into understanding the importance of offering your space to guests in the first place & looking into understanding what being a host truly is. This includes a very clean space where there is never one negative remark about it's cleanliness.

And while art is wonderful to appreciate in your home, it also is important to offer neutral character to the space you are renting.

You are asking for help from hosts, some who have been doing this for many years. I hope you find some insight into their responses!