Hi everyone, I have a dilemma that's becoming more frequent....
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Hi everyone, I have a dilemma that's becoming more frequent. I rent out a small part of my home (about 500 sq ft, private fro...
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Hi @Elizabeth3570 ,
Totally understand and empathize with the situation. Guests have an awful lot of latitude in such a situation and it's frustrating, especially when you really do have quality at top of mind.
Here's my initial impression:
- your overall rating is excellent and the actual 3 star review doesn't mention anything specific that let them down. It reads like the three stars was a mistake even. The individual ratings (cleanliness, etc are 5 star, with 4.9 for value, overall super excellent).
- given your context it seems possible that they were just a bit cranky that they didn't receive the special treatment that they felt entitled too. Hard to avoid cranky guests, even though you seem to have done so successfully for a long time 😉
- you could consider making a response, something like "....we are surprised at this 3 star overall review as it doesn't represent how we do business. This guest shared a written comment in the guest book saying "blah blah". We work hard to create a great guest experience."
- if you are inclined to leave a response, I would stay away from mentioning that you didn't meet their requests for an early check in or special food. They didn't mention it so no need to open that can of worms.
- seperate to all of it, I would respectfully add that there may be something for your to double check and review. Any comments, even if made with spite are worth looking into. I wouldn't rely on a next guest to tell you if the fridge is/isn't noisy (not that you didn't go further already). Clutter? take another look with fresh eyes. Maybe a small edit is due. My experience is that what one person mentions others probably have noticed but recognize it isn't something to complain about, nonetheless, it can be worthwhile to address.
Wishing you continued success!
@Elizabeth3570 The stars are visible to all which is how I know you have 1 x 3 star review and the rest are 5 stars. I would just ignore the star rating and I am sure people will think it is a mistake given the positive comments the guest left.
Thank you taking the time to read and reply to this.
I cannot see hosts individual star ratings. It must be a setting on my computer.
I appreciate you telling me this
I'm disappointed that Air BnB could not have mentioned this to me.
It would have saved a lot of my time and frustration.
All the best to you
On your hosting dashboard, go to the listings tab and click the listing. You will see it gives you the option to "View". If you click view, you see the listing as guests see it. The page displays the reviews by past guests along with the starts that they gave.
Hi @Elizabeth3570 ,
Totally understand and empathize with the situation. Guests have an awful lot of latitude in such a situation and it's frustrating, especially when you really do have quality at top of mind.
Here's my initial impression:
- your overall rating is excellent and the actual 3 star review doesn't mention anything specific that let them down. It reads like the three stars was a mistake even. The individual ratings (cleanliness, etc are 5 star, with 4.9 for value, overall super excellent).
- given your context it seems possible that they were just a bit cranky that they didn't receive the special treatment that they felt entitled too. Hard to avoid cranky guests, even though you seem to have done so successfully for a long time 😉
- you could consider making a response, something like "....we are surprised at this 3 star overall review as it doesn't represent how we do business. This guest shared a written comment in the guest book saying "blah blah". We work hard to create a great guest experience."
- if you are inclined to leave a response, I would stay away from mentioning that you didn't meet their requests for an early check in or special food. They didn't mention it so no need to open that can of worms.
- seperate to all of it, I would respectfully add that there may be something for your to double check and review. Any comments, even if made with spite are worth looking into. I wouldn't rely on a next guest to tell you if the fridge is/isn't noisy (not that you didn't go further already). Clutter? take another look with fresh eyes. Maybe a small edit is due. My experience is that what one person mentions others probably have noticed but recognize it isn't something to complain about, nonetheless, it can be worthwhile to address.
Wishing you continued success!
How kind of you to take all the thoughtfulness and time to reply in detail like this.
Your advice is very good and I appreciate it
It seems like such a small issue when you look at the scope of others.
It is unfortunate that I could not have a level conversation about my concern with customer support - the issue got amplified as they kept ignoring what I was saying and did not answer directly as you have
Perhaps too many issues - not enough staff
It a huge platform
Thank you again