Unfair guest review

[Pascale653]

Hello,

I’m sorry, I need to have a bit of a rant out over a three star rating recently given on my hosting, after a series of five stars which were bringing me so close to the super-host status, (I started hosting in March).  The sting experienced is painful, though I am trying to take it into my stride and to let it go.  However, the unfairness perceived over it lingers in my mind and I am hesitating as I think of contacting support to either remove that review or get it up to four stars (if such an option exists). 

The guest responsible for that rating had booked weeks ago and had an excellent rating too, so I felt confident that all would be fine, even though she only let me know at what time she would arrive on the day she arrived, when I had requested she let me know a few days beforehand, as I usually do.  I keep an open mind however and took this in my stride.

After the second night, she let me know she had had a very poor night sleep because the bed was too hard.  I apologised and she in turn explained that she had been standing all day on both feet for her work nearby.  For the third night I provided her, on top of the extra four medium and large cushions already on the bed, two extra duvets for added softness and her last night was fine.

I agreed that I should get a softer topper for the mattress and it felt like communication was fine then.

I expected the bed issue would be reflected in a lower rating, and I was going to be fine with that.  I left her a nice review, apologising for the bed once more.

She waited until the last moment to give me her review: her comments were nice, yet disguising issues I had absolutely no idea of and that make no sense if she had even read the listing’s description, not to mention the house rules.  For example: privacy: three stars…? She has her own bedroom and bathroom and is supposed to know that I live and work on the premises.  Kitchen…!  No idea what went wrong there, she never mentioned it clearly.  Hard to find the unit…!  All my guests receive a detail description on how to get to my place days before they arrive and most of them use their phone maps too.  Knowledge of the area a three: I’ve lived there twenty years, and when she did not want to walk to the main market place after I described the numerous eating spots there, I proposed to drive her there (it’s a good ten minutes’ walk) but she refused.  The list goes on.  It is not unlike some sort of payback.  Could her stance be explained because she was she fearful I would give her a bad review in view of the bed problem?  Trouble is I’m easy going and tolerant because I always think life is short and everyone has flaws, though this doesn’t mean I get indulgent with the way I host, far from it.  Ratings are great and useful when used with honesty, but the amount of abuse they can also generate goes beyond me.

I understand that she had a bad night.  Does it justify the review?  I don’t think so.

Thanks for listening.  What do you think? Let it go or seek support?

[Helen744]

@Pascales653 It is very difficult at times like this to not throw your hands up in despair of the unfair review system .This guest obviously needed extra care and I would say got it.I would reply to this by saying that you took a great deal of time re arranging and supplementing the bed for the guest who said she had sleep issues related to her standing all day at her job. I would further add that ' I hope your back issues have been treated ' and you 'feel better' and that the next time she stays she will be pain free because of the extra toppers.... do not let her get to you Pascale, chalk it up to experience. some people especially those with back issues like a firm bed.Maybe she was trying to wangle a refund..  Do not refund ... H

[Helen744]

Alas Pascale when a review is removed it takes it out of play completely . I would suggest you communicate possibly via Airbnb CS about asking the guest to remove it from her side as unfair number of stars as she may simply not have understood the rather diabolical star system..stars and the entire review will still be removed there is no way to increase the stars but it is probably better anyway if the whole thing is removed. It is worth a try but patience is needed. good Luck.. H

[Pascale653]

Thank you @Helen744 .  I believe she understands the star system because she's been with abnb for quite some time.  I'd say she was quite deliberate about it.  No refund for sure.  Thank you for taking the time to answer and for your support.

[Sandra856]

Hi @Pascale653 🌿

Lots of people do not have a clue about the rating system. I know because a couple of years ago I decided to explain on my listing about the rating system for guests to read and so many guests have afterwards told me that they were clueless about the system. One even told me that she had felt so horrible - that she had been writing previous hosts to apologise - she had been leaving 3 and 4 star reviews thinking it was perfect and great ratings for fine but not deluxe listings. If I were you I would write a friendly message to your guest asking for feedback - explaining that ratings less than 5 stars are very hurtful for a host and that you would really appreciate feedback. Also include a link to this article

https://www.forbes.com/sites/sethporges/2016/06/29/the-one-issue-with-airbnb-reviews-that-causes-hos...

Also good to know - when you reply to a review the guest won’t get a notification about the reply - most likely the guest will never see your reply. It is meant to be read by potential new guests. If for instance a guest writes that the coffeemaker broke - then you can reply writing that you are sorry and that it is replaced - things like that - that make potential guests see that you are a great and responsive host 😅. 
Best, Sandra

[Pascale653]

Thank you @Sandra856 , this is very helpful too.

Pascale

[Mike-And-Jane0]

@Pascale653 whilst the ratings may have been bad the actual review was fairly good. Sadly your response has highlighted the bed as a potential issue. Can I suggest you consider having your response to the review removed.

Also do remember that responses to private comments become public which many do not realise.

[Fred13]

@Pascale653  You are obviously a very thoughtful and accommodating person, it shows in the manner you express yourself.  One thing - never mention a negative which is not in a guest's review, even if what cause them to leave you a low star in a particular category you do not consider fair. In time, it is a mathematical certainty you will reach Superhost, sooner or later,  because of your conscientious manner and that is what really matters.

P.S. I hope you do feel better after your most mild 'rant'. 😎

[Pascale653]

@Fred13 Thank you for your soothing answer Fred, it helps, much appreciated.

[Jenny]

Hi @Pascale653 

I'm so sorry to hear about this.

As @Fred13 says, you are a thoughtful and accommodating Host, and it must have been so disappointing to receive a review that didn't reflect the actions you took to make the stay a pleasant one.

I hope that the support from @Fred13, @Mike-And-Jane0 and @Helen744 has taken some of the sting out of the experience.  Do you think you'll contact Airbnb Support as suggested by @Helen744?

Take care!

Jenny

[Pascale653]

Hi Jenny,

Thank you for your message.

I very much appreciate all the comments and support received from @Fred13, @Mike-And-Jane0, @Helen744.

I have found some peace in accepting the state of what is, realising that ratings are a minefield and that you can't please everyone, as unfair as this can definitely be. 

I am not going to remove my comment, I don't care so much about it as I care more about that guest's rating, which had nothing to do with her clear complaint about the bed made to me during her stay here.  I am also going to enforce a 'read my house rules' before accepting any bookings from now on, as I have not been consistent over this.

I am still considering my options in regards to contacting support though the edge of the sting has waned.  What is certain, is that if this were to happen again in future (God forbid!), and to that degree of spitefulness from any other host, I would contact support.

Thank you!

[Sarah5000]

When the guest leaves an emotional review about my listing, I will reply with a positive response starting with “ Thanks for your feedback…….we will look into this matter and improve it ASAP…”.  Everyone is different so it is hard to meet everyone’s expectations. I guess the potential guests are looking for the host’s attitude, personally I will book a place when the host is careful about the guests. 

[Pascale653]

Thank you @Sarah500, very helpful.

[Lisa1247 · Accepted solution]

This is just my opinion, but I have been a Superhost for 5+ years continuous now so I feel fairly qualified. I think you coddled the guest way too much by going overboard with providing all the cushions, etc.  Entitled guests get one thing, and keep asking for more.  Why would you interact with the guest so much and provide cushions?  If they want something like this, they can go buy their own.  I would have filed in my mind, 'one guest said the bed was uncomfortable.' Perhaps thank them for their opinion and say you might order a new one in the future, etc.  NOT IMMEDIATELY.  This is subjective - the weight of the guest determines how far they sink into the bed.  If the mattress is old, yes, you might replace it before you even begin with Airbnb.  But not instantly for one person!  What are you going to do for the next guest, that says it's not firm enough, the one after that says it's so soft, and so on?  Buy 100 mattresses and keep switching them out?

I don't have time to read reviews people write.  I'm busy cleaning these checkouts.  Don't worry about it.  Keep on booking stays, the next person's review will bump that one further down on your review list.  If you don't think it's moving down on your view list quick enough, dump your price and make it one night minimum stay.

I do the following:  Before guests arrive, I send welcome messages preparing them for a great stay, providing instructions on arrival, and letting them know I want to be sure they have a 5* stay, so please let me know if anything isn't 100% so I can fix it right away. (this prepares them for satisfaction). Nobody ever asks for anything because I have prepared the units for every possible scenario at this point.

Inside, I have little sign preparing them for the upcoming 5* review and my Superhost status, and under it, a pen with a questionnaire in the units with a full sheet of paper that I have printed with a series of questions.  Not all guests complete it but they see it, but when they do complete it, it provides them an outlet to vent opinions before the official review - but it also has provided me excellent ideas over the years to prepare the spaces to exactly what the guests want!  It is invaluable!  I have received great ideas, some not so great ones.  A lot I never would have thought of myself.

After they depart, I send messages (nearly all messages are automated btw) requesting their 5* review.  You have to put them in the frame of mind for the 5*.  This is why you keep saying it.  Reiterate the importance of it.  I send several of these messages with variations until they leave the review.  Staged out the day of departure, 2 days after, 5 days, 7 days, 9 days.  At 2 weeks it expires so you want the review left before that time.  There are multiple automation services to leave automessages, and I think Airbnb even offers one now.  You want take advantage of it, because you get rated on response for Superhost.

I hope that is helpful. 

[Pascale653]

Thank you @Lisa1247.  Your approach is a gem.

Pascale