Something Happened

[Adewunmi3]

"In the event of a power outage from the utility company, the solar inverter kicks in and supplies power to the entire home. The solar inverter ensures power to light bulbs, TVs, fans, WIFI, bedroom/living room sockets and Microwave. However, the A/Cs, kitchen appliances, and certain sockets will not be powered during this time. i.e. 24 HOURS POWER SUPPLY GUARANTEED"


The above details was been included in my listings right from time yet a customer gave me a 1 star review because AC wasn`t working when there was power outage.. Her only complain was the AC. She shut the door on my staff when she wanted to explain to her about the situation. She kept yelling at everyone and cancelled about 3 hours later.

She cancelled around 9pm, i asked her to leave the property since its open on calendar to admit new guests. she took offence with that as well, Eventually, her son called me to allow her stay for the night for an extra fee which i agreed.

The initial writeup above clearly stated the AC wont work when there is power outage. She ignored it and booked, why did Airbnb allow the review to stand? I felt as host, we should be protected especially when there are house rules.. if she had damaged my property or anger related occurrence happened. Will i be protected, Are my spaces safe?

She has been my only troublesome guest so far from this platform and i hope never to meet someone like her again 

[Shelley159]

Hi @Adewunmi3 

In most residential units, the heaviest appliances like air conditioners and ovens cannot run on the back-up power system. Most reasonable guests will either know or understand that, and you specifically pointed it out as well.

We recently had a post from someone here in the community center who managed to have a bad review removed because the guest's only complaint was about an amenity that was not listed as available at the time of the booking (apparently the support staff can see what was declared in your listing at the time of booking).

Based on that case, I think you'll be able to have a bad review by this guest removed. Make it clear that the text about the power back-up was there when the guest booked. Good luck!

[Adewunmi3]

Thank you for your Input. We have been on it since yesterday.. From 5 star by rating has been degraded to 4.89.. it hurts me to my bone, this is my full time job.. I will do everything I can within my power to give my guests the best treatments.. I feel this is unfair and the support guys refused to understand me..

[Shelley159]

@Adewunmi3 

One more thought: to prevent future complaints, you could supply something to help cool the place when the electrical supply is off. I've found some ceiling fans (that run off the lights'circuit that's already connected to the back-up) that are light enough to run from the inverter, so I leave a note that they can be used during outages. Also, advise guests to run the air-conditioning before a planned electricity cut. That way, the house is cool by the time the power goes out and the fans help keep it there.

[Adewunmi3]

Thank you very much, I will look into this

Additionally, My 1bed apartments have 2 standing fans while 2bed have 3 (2 rooms and living room). They are low voltage fans that works well when there are power outages..

[Joan2709]

@Adewunmi3 

As @Shelley159 points out we are seeing this more and more. Guests complain about an missing amenity that is clearly mentioned in the description....but we all know guests don't read.

Since AC is an important amenity and will not be available if there are frequent power outages, I would make this part of my message after booking.

I would also post a public reply to their negative review (calm, non-emotional) until you can get the review removed. Point out you are puzzled about their complaint regarding the AC, as its clearly disclosed on the listing prior to booking that AC is not available if there are power outages, as our backup power will not allow large-draw items like the AC. I would also point out you have fans available should a power outage occur and they were offered, but the guest declined.  

[Adewunmi3]

Thank you, I will add that to a scheduled message immediately after booking.. I appreciate your input

I will attach a reply to my review 

 

[Joan2709]

@Adewunmi3 

Good job on your reply!

One other thing you might try is I think I would remove the "24/7 Power" wording in your Title. Future guests might assume that means ALL amenities will be powered in case of grid failures. Many guests will not read your disclosure in Other Details Section.  Doing that along with your message after booking about limitations of the backup power should prevent future issues:

Cozy 1BR {24/7 Power, WIFI & Airport Proximity}