The review system needs to be reviewed!!

[Macy5170]

We are relatively new to hosting. We have put a lot of time into our beach house.  The entire house was painted inside and all furniture was brand new, matching in every room, with quite a beach feel to it.  And, after staying at a few different holiday rentals, we have been mindful to give our guests all the information they need and make the entire process from check in to check out very painless.  Communication has also been a priority to us so there is never a delay in responding to or addressing a concern.

We had someone stay in our house recently and we were very puzzled by their review.  We got mainly 4's with a couple of 3's. 4's, with no comments, for Communication and Check In yet their overal feedback included 'Good communication with the host, with a welcome basket and guide book. Good facilities like table-tennis and various outdoor areas.'  But they also added 'The house was more dated than we expected.'   We also got a 3 for Accuracy with the comment needs maintenance.  Considering the house was freshly painted with new furniture, new paving and pergola for an outdoor entertainment area, and all the facilities you could want, and plenty of photo's on the listing showing everything, I'm not sure why they considered it 'dated' and needing maintenance.

I posted a very polite reply to their feedback, apologising that the house did not meet with all their expectations.  I also asked if they could expand on a few of their comments  so that we can understand what was lacking and make sure it is addressed to make it a better experience.  But they never replied.   The overall rating by them was a 3, which hurt our ongoing rating, especially as new hosts with only a few previous ratings.

While I understand that some people just dont give 5's and can also be quite harsh, the fact that guests can leave relatively harsh reviews with no recourse or need to provide any sort of justification or clarification for the host makes it a bit unfair.  Airbnb's policy on reviews seems to only relate to circumstances that warrant removal of a review, which my circumstances certainly dont warrant that sort of action.

Just my two bob's worth.

[Helen3]

Looking at your reviews it seems guests are marking you down for cleanliness with comments particularly around the bathroom @Macy5170 

if you want feedback from guests I would ask them privately (the recent guest highlighted bathroom cleanliness as an issue) don't ask them in your public response to their review . 

[Macy5170]

@Helen3 They had actually sent a message to us about some of the issues with the bathroom which we responded to.  It was after that, that they posted the public review with these other issues that they had not made any reference to us about.

[Alex]

Hi @Macy5170!

I'm tagging @Helen3  so she can get the the notification faster and answer to your message. 🙂

Best wishes, 

Alex

[Helen3]

A number of guests have mentioned these issues not just the one you highlighted so do look at how these issues can be addressed @Macy5170 

[Frances3408]

@Macy5170 . Hi Macy, I tend to host older houses which have been partly renovated so I do empathise with host standards versus guest expectations. The key is cleanliness. They will forgive most else in my experience (eg decor) as long as the bathroom, kitchen, linen, floors are all spotless. I am guessing you were marked down for the main bathroom. Now you have a lovely new ensuite I dont think you will have this problem.

Also, guests cant reply to your reply in reviews. Did you message them as well afterwards as this is the best place when seeking resolution to your questions as  @Helen3 mentions. Most of the time however they dont respond. Did you check the 3 star review guest before accepting? You might like to check if they are themselves are a host as 3 stars can be harsh if no serious issues.

The only other thing that could do with work is the backyard- some hardy plants in between those rocks would finish it all off, assuming someone is around to water them initially.

You have a great holiday home so dont be put off. 🙂

[Macy5170]

Thanks Frances, some great advice.   

I figure we were marked down for the main bathroom as well. She had messaged me prior to the review and mentioned the (small) gap between the vanity and shower.  This wasnt spotless (must have missed that spot) but also dont think it was that bad.  A bit harsh I thought.   Nevertheless, something to be mindful of next time. I had sent them a separate message in response to this but they did not reply.  And thanks, I didnt know they couldnt respond to my reply on their review.

I did check their reviews which were all 5 star.  I cant see anywhere that suggests they are a host as well.

We have started with the planting but watering is an issue.  We do have some plants in the back now.