Reviews

[Alicia1548]

Does anyone have advice in regard to reviews left by guests that are inaccurate and do not reflect  the property whatsoever?

I have had a couple here recently that are quite harsh. I am very accepting of criticism but some are just plain rude and disparaging.    I’ve investigated each claim carefully and cannot seem to justify the guests perspective.    I do not engage or try to argue my point.  I accept their feedback and move on but after a month or so I’ve went from a 5.0 rating to a 4.86 so it is discouraging. 

[Karen114]

@Alicia1548  Are you responding to the reviews being left?  I find you can lend clarity to a review by responding.  You are responding to future guests not necessarily the offending guest. 

[Alicia1548]

thank you for reaching out!

I did respond to the one that was left over the weekend because the claim was that the bathrooms were “gross” and the house was dirty She was more descriptive in her response to me personally- but I felt I had a duty to to respond to her review.  It is on my most recent review.  If you have any insight on my response please let me know.      

[Karen114 · Accepted solution]

@Alicia1548  What I find helpful is to enlist the help of Chat GPT.  It really helps to come across very smooth and empathetic.  Without it I would be dead in the water becuase I am just very, "just the facts type personality"  

I take the review and put it into chat and ask for a response.  You can choose the tone etc.  Sometimes it will come off way too flowery lol and I just make it more my voice without sounding abrasive😀

You have a super cute place and with all those reviews there's always going to be "that guest".  It's just the nature of the business. 

Another thing I do which I believe  builds rapport with the guest before they even arrive  is a drip email campaign that tells them about things to do, places to visit, restaurants, things they should know about the space etc.   This way they feel like they know me a little bit before they arrive and will be much more gracious if and when things go wrong. 

[Alicia1548]

YES! Thank you for all

of that very useful information.   
i utilized the heck out of chat GPT after  I sent my pre and post automated messages and she responded with harsh critiques and was very outlandish  

 I responded very quickly stating that if the house was as dirty as she claimed that I would have been over to remedy the situation etc   the list could go on but you get the point.  Very much so “that guest”. 

i appreciate your input and will definitely utilize this thread if I have more questions.   I have been doing this for a year now.  The property was an existing air bnb that needed some updating so I’ve definitely been working to clean up the platform etc.  

thank you again! 

[Karen114]

@Alicia1548  You're doing great and hang in there.  I find things like this are also very cyclical.  I can go for months smooth sailing and then get a handful of bad guests that makes me question what I am even doing. It's just the universe being the universe I guess. 🙃