I'm baffled. I recently had a guest stay in my house, who has just left me a review. I'm a bit upset, if I'm honest. I try not to take things to heart, but I've been an Airbnb host and guest multiple times and always go the extra mile to either make guests feel welcome, or to leave their house spotless. As a result, I've only ever received 5 star reviews.
Anyway, this guest just wrote a review with no sign of there being any problems - he said the house was lovely, in a great location. Yet he marked me 4 star for ALL aspects of the stay, with no explanation on any of them.
During his stay, there were no issues, check in was simple as possible via my key box, he said everything was great and he had a great stay. During his stay, my communication was exemplary - I responded to his messages very quickly, I messaged him a few times to check everything was ok / wishing him a lovely stay etc., I specifically told him not to hesitate to contact if he needed anything. So I'm baffled why my communication was 4 star? What more could I have done?!
What I'm most upset about is the 4 star for check-in.
The guest asked for a very early check-in - from 9am instead of 3pm. Me being nice, I rearranged my cleaner's day to accommodate the guest. My cleaner kindly agreed to come in the day before instead of the day of, so that the guest could check in 6 hours early. In the end he didn't even check in till the evening, but still - I went the extra mile to ensure he had the option. Check in itself is beyond simple - there's a key box for which he had the code, and therefore the freedom to arrive whenever.
I also got 4 stars for cleanliness, location and value... Equally baffling. I have a brilliant and lovely cleaner, who had just been through the whole house (maybe she missed something, but the guest did not mention). And re. vale - for 4/5 guests I think it's about right; it's a very unusual, big and quirky house that's probably near-on half the price of opting for 2 hotel rooms.
I put out numerous treats for my guests - wine, fancy teas in a cute tin for them to keep, free Espresso coffee capsules, nice bathroom products, write little notes, I even give them use of my local family attractions discount membership. Most people appreciate all the extra touches. I guess this time not so much - although I just wish I knew why.
