Sometimes I wish though that I had been more specific. One of the worst hosting experiences I had was with a particularly demanding, problematic couple (too many issues to list here). I didn't want to write an essay, so wrote:
"On a positive note, Sharon and Brian were reasonably clean and tidy guests. However, there were numerous problems around communication and house rules, even resulting in complaints from my other guests (something that has never happened before in the 250 or so stays I’ve hosted in my home). I think therefore that Sharon and Brian are better suited to a hotel or renting an entire unit."
All of the above is true, but the guest's response was that I was making things up because she left me a negative review. Hopefully, most hosts will know this isn't true because of course I couldn't see her review before I left mine. I can see though how the guest themselves could conclude that my review was not truthful, because I wasn't specific about their behaviour and I didn't tell them about the complaints from the other guests because I didn't want those guests to feel more uncomfortable than they already were.
I had no idea until I read the guest's response that they had actually contacted Airbnb to complain. Airbnb certainly never contacted me about it. She says that the only reason they stayed was because 'Airbnb wouldn't help us.' Mmm, I wonder why?
Should I have instead wrote something like?:
"On a positive note, Sharon and Brian were reasonably clean and tidy guests. However, there were numerous problems around communication, e.g. they ignored directions and check in time and didn't bother telling me they would be hours late. They seemed to misunderstand a lot of my listing, e.g. that three meals a day are not provided, that my personal belongings in private cupboards are not for their consumption and that bathrooms are shared (and should therefore not be left covered in sopping wet laundry). Several house rules were broken, most significantly very loud late night noise that woke up and alarmed other guests. My other guests also did not appreciate their constant complaining.
These were by far the most high maintenance guests I have hosted in over 250 stays. They made full use of every amenity but still had numerous unreasonable demands and seemed resentful that they had to buy any of their own food. Neither of my three coffee makers were to their taste.
If you don't mind having to leave lights on all night or being screamed at because your guests are incapable of turning on a light switch, or having to buy full bags of coffee and sugar every day (must be white, as brown is not 'normal') and running to the store late at night to get it without so much as a thank you, being ignored when you ask someone how their day was or being bad mouthed to your other (very happy) guests, and having your other guests disturbed and even scared late at night, then Sharon and Brian are the perfect guests for you."