Revenge reviews

[Welcome-To-OC0]

I don't really know how to fight the revenge reviews. We manage portfolio of 40 properties. Every single guest who brakes something and being sent a payment request punishes us with bad reviews. Which support refuses to remove. Any thoughts?

[Helen3]

I am sorry to hear about this .

What sort of items are your guests breaking @Welcome-To-OC0 

looking at your reviews I can see you have been marked down quite a lot for lack of cleanliness and poor quality furnishings -are they the reviews you are referring to? 

some hosts leave reviews for guests in the hope they will also leave a review and then you can make a claim . It really depends on how often you have guests checking in and out and whether this would be possible in your situation. 

you are right to be concerned as you have an average rating of 4.26 across your listings and Airbnb does suspend hosts who sit at 4.6 or lower .

[Welcome-To-OC0]

We are operating in very competitive market. And landlords whos properties we manage force us to lower prices to stay occupied. This way we attract bottom feeders, who steal constantly and damage.

[Helen3]

I agree as a cohost I don't take on properties which I don't think will be profitable /where pricing means it's likely to attract unsuitable guests . @Welcome-To-OC0 

do you feel guests who are marking you down for cleanliness are being unfair ? 

[Welcome-To-OC0]

For instance there was a guest who broke the stmart lock, I don't know why. The minute I sent e request she wrote us a review... I mean I just don't see who except small operators would want to work with these new systems. Either you have to refund and bare losses in market that is already not good. Or just quit and switch to something else...Honestly we are getting out from some properties, we are not just profitable anymore...

[Frances3408]

@Welcome-To-OC0. Given that small amounts can usually be instantly written off by the owners, are you perhaps taking too much responsibility for damages, forcing claims and in turn hurting your business via unhappy reviews and thus lower ratings?

Hospitality has high wear and tear factors so the owners should have pricing (and their own insurance) to reflect this imo. I do agree that being the cheapest sometimes has the danger of attracting guests that may not take as good a care of your property as you would like.