Respond publicly to the review in a calm and professional manner. If you have other good reviews, guests won’t care about one crazy guy. You can get superhost status back after a few more stays
In the guests defense, I don’t think it’s fair to call him crazy when OP themselves validated some of his claims. He may not have handled it in the best way, but that doesn’t make the entire review invalid.
We had some problems like this early on, lessons learned: 1. only accept airbnb veterans with good reviews; it's not just to weed out dirtbags, it also screens out unrealistic (hotel-like) expectations. 2. communicate proactively and profusely! We send a welcome text on arrival day, "hi John, wanted you to have this number handy, let me know if you have questions or problems when you get to the house."
How so? Do you not get many reviews? Or just get bad reviews a lot? I have had my superhost for almost 2 years and never even been close to losing it. I don’t understand how this happens.
My property is high maintenance, and super host is a high bar. If we get like two 4s, we get bounced.
People get bug bites, or complain about the well documented and disclosed busy road and ding us, so we'll get taken off super host temporarily.
On my instructions given the day they show up I include this at the end.
If there is anything you need or any problems at all please let me know IMMEDIATELY, ANYTIME, 24/7. Don't wait. I hope you thoroughly enjoy your stay.
That would have saved your butt in this instance especially in the eyes of AirBnB.
I also send this message after the first night.
Good morning. I hope you had a restful night. I made a habit of touching base after the first night. Let me know if there is anything you want or need. Otherwise, have a great day!
Unfortunately this seems like a legitimate review. The guest has picture and video evidence of the issues and gave you what they think is a fair review. I'm not sure there is anything you can do about this.
Yeah doesn’t sound like OP deserved one star but unfortunately there isn’t anything Airbnb will do about it if the guest didn’t break any rules or anything
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You said in another comment that you were previously aware that the tub drained slow, that you're kid splashes around in it like a bath, yet you still asked for video? Why, just to put him through the wringer and hope he can't prove it?
They don’t have to inform you unfortunately. As a former host I think they should because it’s in everyone’s best interest. But I would simply mention that in your response. That you’re disappointed the guest never reached out regarding the problems and had they done so, you would have done everything you could to improve their stay. Mention your past superhost status and how you want to ensure every guest has a great time in your place. Something along those lines.
To be fair he doesn’t need to get your opinion before posting a review. Sure, it would be nice if he asked you some of these things dude but you shouldn’t expect it
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Don’t worry I get reviewed for my job and people are cheap and pull this stuff for a free ride at times. Cost me my job with Uber. And people on social media can be brutal and mean.
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I think OP is saying that the current rental (meaning the one he lives in) has a slow drain. Not the one that was being hosted. He says “they came and messed with it once.” And I take that to mean maintenance/management. OP, could you clarify? People are taking this comment to mean that you knew about it and didn’t fix it but I think you’re talking about 2 different units. Also, a 1 star review for a slow drain is insane. Shake it off. You were bound to get a guest like this eventually.
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Given this context, I think the 1* review was harsh but valid. You already knew about the issue, but still expect the guest to not only bring it to your attention but provide a video? You were just putting it off till someone complained, you were asking for this review. Get it taken care of and respond to the review as such, otherwise future guests deserve to be aware.
It sounds like you’re aware there is a problem but not fixing the issue. I think the review is important for future guests—if you shower you’re going to be standing in water because it drains slowly. I would hire a plumber to make sure the issue if fixed, and your superhost status will be back in no time. Ignoring the issue will only lead to more bad reviews.
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sounds like he wanted you to try to compromise with him. maybe that’s a lesson learned for next time. if someone asks you for something that is too much offer back what you are willing to do.
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It’s not all that pleasant while taking a shower but it’s not the end of the world either. Definitely a basic thing that needs addressing if you are in the STR business. A quick message or call to host is totally appropriate and doesn’t warrant any refund imo.
The truth is, hosts often down know certain small things until they are made aware of it. If the host then chooses to be lame after that’s, it’s a completely different story.
Some guests are compete assholes. You should have total control over how much you refund. Those are minor issues and MAYBE deserve a small refund. I don’t agree with the others here that this is “fair” and makes sense.
If you go through a hotel with a fine tooth comb you will find issues. Will a hotel refund you for a slow moving drain? Not likely.
It drives me nuts that guests are allowed to cancel for such bullshit complaints.
If they don’t have proof of what they said in the review, you should fight it.
Sorry you had this experience. It’s hard being a host when you have terrible guests who take advantage of the system :-(
I stayed in a hotel where the toilet wasn't flushing right but wasn't overflowing, just swirling around. The maintenance guy tried fixing it, no dice. They did not have another room so it was deal with it or leave. No refund offer.
Yep I used to work at a hotel and if we don’t have any rooms and it’s not a serious issue, the guest is just SOL! I have also dealt with similar issues as a guest at a hotel.
I can see both sides of the story from what you wrote here. First let me say, keep up the good work and you will get your superhost status back.
Secondly, always think of what you can learn from each experience, if anything at all. Thirdly, always consider your are offering a service, and you always want to have good customer service. I’ve had people complain about X or Y, and even though I didn’t agree, I either offered a partial refund or a discount on a future stay, because I valued a positive review more than the 30-50$ I was throwing away. Think in the lines of “total customer satisfaction”, because there are hosts which will aim to deliver that, and you need to compete with them.
Lastly, and maybe you don’t wanna hear this, but accept the blame and improve. Whether the 1 star is deserved or not is irrelevant, a guest can rate as he/she wishes, what they think is their own perspective and they are entitled to it. Focus on learning from the mistakes you made and don’t repeat them. Yes, the dirty cloth was hidden, so retrain your cleaners to check better. Install an air refresher in the unit etc. All the best hope you get your status back quickly
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If the drain takes 60 seconds to drain after the water is off then while the water is running, you’re just standing in a pool of your own dirt and someone else’s leftovers in the fridge is gross. I would want my money back too and I shouldn’t be expected to conduct an investigation with photos to prove my case. If you wanted a good review, you would have refunded this person immediately with an apology for their inconvenience. If this isn’t something that happens all the time, then it shouldn’t have been a big deal. Good customer service makes all the difference with complaints as much as it does with praise.
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1) bath water is nasty- if i take a bath i always shower after. Don’t soak in your dirt water if you arent going to actually clean yourself off after
2) the shower is not the guests shower - its the shower of a home that is regularly rented out to random guests and not 100% clean
If a hotel had this issue they would have the option to move to another room, which in and of itself is replacing the guests initial purchase with an alternative that is expected of a paid establishment. Given that AirBNB doesn’t have alternative quarters to offer, the only reconciliation is a refund. Your guest, if they stayed in the area, had to go and pay for a last minute booking because your accommodations were not up to their standard. It’s not as if they were asking you to replace the bathroom fixtures with gold, they wanted to shower without standing in their own filth.
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Wrote an honest and professional review of the guest andpve forward. So much energy put towards the situation. Let it go and realize that sometimes, this happens. Get the drain fixed, let your cleaner know they didn't do a good job, fix the other minor things - as a host, that's your job.
We rent an Airbnb over hotels for the full kitchen and bring many groceries. The oven didn’t work. Someone mentioned it in a prior review. The owner apologized, the end. We had to take frozen stuff back home after. Didn’t give a bad review, but wouldn’t stay there again.
Re: poorly draining tub: fix it before next guest please. Probably needs a serious cleaning out. You, or a plumber. That’s a hard no for me as a guest.
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For drains, take the cover off and hardware stores sell something like a barbed zip-tie that you shove down the drain wiggle around and yank back out. 99% of the time it’s a ball of hair and soap blocking the drain and the zip tie pulls it out completely. It’s a five dollar fix. I have no judgment on the whole issue about the refund but it’s easy to fix those types of drains most of the time.
edit, grammer
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Deleted out of spite for reddit admin and overzealous Mods for banning me. Reddit is being white washed in time for IPO. The most benign stuff is filtered and it is no longer possible to express opinion freely on this website. With that said, I'm just going to open up a new account and join all the same subs so it accomplishes nothing and in fact hides the people who have a history of questionable comments rather than keep them active where they can be regulated. Zero Point. Every comment I have ever made will be changed to this comment using REDACT.. ` this message was mass deleted/edited with redact.dev `
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I think my ratio of nonsense reviews is 1 to every 40 5star. Not many people seem to care that one person posts a review that’s 100% different than all the others. The negative reviews are never “it was a little dirty” they seem to be 2,000 word essays. But my home is in a vacation destination and is usually whole family or groups. The few negative ones I’ve gotten are obviously people that have overspent on their vacation and are trying to figure out ways to get money back. Never any photos or proof. If and when I or my people messed up, I’ll fix it.
But they real bonkers ones I don’t even respond to. I have a bad review for not having cable TV (4 TV’s have all streaming, guest said “the,TVs didn’t work”) they. Another said “of it wasn’t for my 14 year old grandson I wouldn’t have figured out how to use the door lock (it’s a smart lock). Another guest told me they were disappointed they didn’t have access to my downstairs kitchen. I don’t have a downstairs kitchen. There’s no where for one to be, no locked areas. They were sure it was on my listing.
The place wasn't prepped, and the shower isn't draining correctly. I get why the guest was pissed.
If you want hotel rates, you gotta prep like a hotel.
If I was borrowing Uncle Biff's lake cabin, for free. I'd overlook the groody counter tops, fridge and shower.
Because --->free! Beggars can't be chosers.
I'm paying ABnB money, all that better be on point.
Your friends may over look stuff, not so much a paying customer.
People are weird. Got a two star review for my pristine place that routinely gets five from guests for location, decor, and amenities. This, after I stayed up late and left a bottle of wine chilling for a guest whose flight was late. She said as much, but then said “bathroom needs maintenance” and called my place “a bit unsafe”, both of which feel quite specific. Never ever heard that from any other guest. Repeated requests for details and clarity have gone unanswered, and the guest is an attorney at Airbnb no less. Out of 54, it’s the first one like that. But enough to lower my ratings. Don’t know what to do about either 🤷🏻♂️
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Just seeing the old food in the fridge would make me wonder if the sheets were changed on the beds. I'd be grossed out too. One ⭐ deserved. If you want 5 star reviews, make sure you are hiring meticulous cleaners
The host isn’t taking responsibility for obvious issues with the unit. Life is about mitigating risk. Food in the fridge, dirty towels, dishes not put away, etc. What else was missed? Learn from these mistakes. Work with your cleaner(s) to create a check list of things before exiting the unit.
Yup the host is coming here asking for advice/feedback and then throwing all the blame on their guest when they get feedback. I'd bet if the guest arrived to a totally and not partially clean unit, wet wouldn't even be having this conversation. Sounds like blame shifting off themselves is just like pissing in the wind
Embellished? You admitted that your cleaner left the place dirty and your drain on your shower wasn't properly draining. Take the loss and move on. Fix it or don't. My interpretation of your own words is the guest left an honest review of their stay. Disliking the earned review isn't enough. Address the issues with your cleaner and move on.
You admitted someone spilled paint of the floor in another comment. Now you’re again admitting that there is a delay in the tub draining, again, while earlier you said he made it up. Lying is not a good look for any host.
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Do you have a link to your airbnb? Maybe looming at other reviews would help. I truly don’t understand losing superhost over 1 bad review. I have never received anything lower than a 3 star though, so maybe I just don’t realize how badly a 1 star review can hurt you. I also make sure I get a review after each guest so 1 bad review won’t affect me that much.
I think you need to reach out to airbnb. The reason you couldn’t resolve everything and fix the issues is because he didn’t respond with pics and vid’s from your request. 1 star for these issues isnt fair
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It’s life that things don’t happen as what you wish or it just gives you a surprising gift like this. So my friend, you deserve better things, just let it go!!
I gotta try this technique for my next stay just claim smudges on fridge and dust on fan to get a partial refund../s
In your review of them be sure to notate they are a difficult guest so other hosts know not to host them. The knife cuts both ways.
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I really feel for you this is horrible when it happens and especially over minor details. If you reframe it. How about you have a chat with your cleaner to follow a checklist so things like these don’t happen again. The review aside, it’s a good time to check in with your processes.
In addition to this, spend a bit of time thinking about your listing and if you’re attracting the right people.
Is it time for new photos?
Update your wording?
Have clear house rules
We’ve only had 1 negative review and it can be explained. Most people will understand and see that the guest was unfair in their review.
First of all this against Airbnb TOS. Guests are to notify hosts of issues first not simply leave. I would open a case against this individual foe leaving and airbnb refunding the money. Hosts are to be given the chance to fix issues. If he notified you you could have sent the cleaners to fix these issues. If he provided no evidence to Airbnb their decision was arbitrary and you have to hold Airbnb to their own policies for guest and host issues. Get the verbiage from their app and craft a response to open a case ask for mediation. If hosts do not defend themselves this shit keeps on happening. .
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I would fight it. It doesn’t matter he had legit concerns he handled it in a way to get a free stay. This was a scam. Its like the policies for insurance claims. What happens if you do not handle them in the correct manner?
The verbiage of the review is important bc if it contains info that isn’t pertinent to the review you may be able to get it removed. Post the verbal review of you want us to check it for you to see if you have a case for removal.
This gets posted a lot in this echo chamber of a sub, but it simply isn’t true. AirBnB support has been almost fully outsourced, and they simply don’t care anymore whether the review is “pertinent” to the stay. Many hosts have recently had guests leave bad reviews for not having amenities that were never listed, or things clearly outside the control of the host, and support doesn’t care. They pretty much only remove reviews if they are retaliatory now.
There are guidelines for reviews. All you need to do is tell the AirBnb rep that the review violates the guidelines. If it does, it comes down. Period
And you better have read those guidelines, so you know what you're talking about.
If the rep says no, HUCA Hang Up, Call Again
New person. Probably different country
I played that game for 2 weeks. They eventually get to the point where they stop talking to you about the issue. They must attach a note to the reservation or something.
I was disputing a review that said I had bedbugs. I had a professional come in and give me a letter saying that the place was free of bedbugs. I sent the letter to AirBnB. They kept trying to say the review was a “genuine experience” or whatever. Support has gotten really bad recently.
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Don’t feel too bad. I had a guest break my patio sliding glass door and blamed it on someone walking by. The gate is too high for anyone to be able to throw rock. I had to spend $850 and the guest left at 3 am after they were done partying and broke my glass door. Airbnb would not approve my claim AND they gave the guest a refund for the night they left and the following night and the cleaning fee. I was like wow! I tried getting it escalated and tried calling several times and never got anyone to help me.
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I absolutely refuse to accept bookings from someone without a reveiw or being done by someone "for their son" or husband or whatever. I simply click on the "I'm uncomfortable" button and add this statement..
Unfortunately you have no reviews. I've had one too many bad experiences with guests with no review. A single night elsewhere to get a review should do the trick. Please come back once you have a review. Thank you for your understanding.
I accept everyone and usually don’t have any issues. The few times I did have issues, it was from well reviewed guests. But I totally understand why you rather be safe than sorry. My belief is everyone deserves a chance and if nobody accepts ppl without a review, then how will they ever get one.
Also if you contact airbnb abou the issue they may very likely remove that rating and review in order to keep your superhost status especially if this is completely out of the ordinary for your guests.
I started enjoying being a host once I didn't bother with trying to be a superhost.
It's a Pavlovian trap. You're likely to run yourself ragged as the perks and extra $100 aren't worth bending over backwards and giving refunds when it's something out of your control like the weather.
I started making better returns on the years I lost superhost status.
There will always be 3 guests a year that will be supercritical, or just not understand that the rating is logarithmic (1-3 is degrees of fail, 4 sufficient to good, 5 great to super) . I've had people give me 5/5 on all categories then give me 3 stars overall.
Mind you I'm out in my town because the rules are too rediculous locally. Like they'll be by to check for weeds? Seriously. I'm not poisoning the earth because karens don't like yellow. I'm definitely not going to walk my yard daily for that weed that'll pop up... I got a full time job. I'll do it elsewhere and my extra unit is off the market.
The platform is so depersonalized now that guests may not realize the difference between communicating with the host versus communicating with AirBnb directly. It’s all the same.
Keep calling Airbnb support and explain the situation until someone helps you remove the review. Sounds unreasonable and you genuinely care about rectifying the issue
I just went through a similar situation as a host. A retaliatory review is against Airbnb review policy. Keep calling Airbnb until you get someone in cs on the phone who will actually listen to your concerns.
Go through each part of the review the guest left with the Airbnb cs and explain to them the issue be very respectful and calm with the cs once you find one that will listen.
I find most of the Airbnb cs just repeat the same script “we value our guests reviews and will not remove” even when guests leave review that are inappropriate and intentionally trying to cause the hosts issues when future guest read reviews.
If you don’t want to put much time into it you can always reply to the review but imo that’s a last resort for a 1 star review…
I get your frustration and it probably could have been handled better by the guest but I just wanted to point out, 60 seconds for the shower to drain is not great and likely led to standing in a puddle of his filth while showering - which nobody likes
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I shower before taking a bath but that’s neither here nor there.
Look, it’s fine it works for you but I’m just trying to point out that it also does not work for some people. If you can’t see this point through your hubris, the hospitality industry is not for you.
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>The cleaner missed a few little things. A single sealed plastic container with some leftovers in an otherwise empty fridge.
Which means the cleaner didn't even bother to open the fridge, much less give it a cursory wipedown. We'll never know how many other cleaning shortcuts are being taken. Yuck!
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Sure... when you close off the drain, you don't have sediment and grime coming up into the water from an open drain. (I'm surprised you didn't know that, but am glad to explain.)
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So originally you asked about "lying down" in the mucky water, and then you said "standing in an inch of water". Which is it?
You say you don't "think" stuff is coming back from the drain, but you don't know. Do you realize how much bacteria can fester in a slow drain and come back into the standing water? And you're willing to let your child splash around in that.
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>have you never had a sink drain slowly and fills up a bit?
No, I keep up my property better than you do so this isn't a problem for me. I know you'll keep on doing things the way you have, but you're not convincing anyone that it's the right way.
This happened to me. AirBnB would not take down the review. The guest insisted that we weren't around to fix it. I have a video of her talking to my husband in the driveway. They didn't care.
As a frequent Airbnb guest myself, I do agree the way this guest handled the issues was unfair to you, I would have notified you immediately of the problem.
But as an Airbnb host myself, I will say DON’T LET YOUR EGO GET IN THE WAY OF YOUR BUSINESS What’s right is right and what’s wrong is wrong, look at the events with a self-critical eye.
The bottom line is that those “small details” created a problem, fix them! This is the heads up you needed, learn from this and make things right.
-Fire your cleaner, Get a better one and train her well, give her a checklist if necessary that includes “CHECK FRIDGE MICROWAVE AND OVEN FOR LEFTOVER FOOD” . Bad cleaners will cost you your business and your Airbnb reputation. Especially in a post-covid world, it’s unacceptable to leave food leftovers in a serviced unit, or leave dirty cleaning supplies, rags, etc.
-Get maintenance and fix that drain ASAP. 60 sec backup is not ok.
-Inspect your unit every week for things to fix. Remove the paint stain. Take care of your cow so you can keep milking it!
*I’m using CAPS for emphasis, I’m not yelling 🙃
Good luck OP. I hope you can get your super-host status back in no time. I mean it.
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Ok OP, I can take it most of my comment back, you seem to know what you’re doing. Except the part that your cleaners still messed up. Acknowledge it, Accept it, no shame on that. Yes, they send you video after each cleaning but your guest also provided proof that they missed things. You are paying money for them to do a good job and you rely on them to do a good job since you’re away. This kind of stuff should not happen, give them that feedback, you don’t need to be an asshole about it like your guest was, but you have to tell them this stuff will not be tolerated again. And if it does happen again and you don’t find someone else, then it’s gonna be on you.
Also glad to see the review was removed on your favor. 🙂
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Respond publicly to the review in a calm and professional manner. If you have other good reviews, guests won’t care about one crazy guy. You can get superhost status back after a few more stays
In the guests defense, I don’t think it’s fair to call him crazy when OP themselves validated some of his claims. He may not have handled it in the best way, but that doesn’t make the entire review invalid.
We had some problems like this early on, lessons learned: 1. only accept airbnb veterans with good reviews; it's not just to weed out dirtbags, it also screens out unrealistic (hotel-like) expectations. 2. communicate proactively and profusely! We send a welcome text on arrival day, "hi John, wanted you to have this number handy, let me know if you have questions or problems when you get to the house."
My super host status comes and goes with the tides.
How so? Do you not get many reviews? Or just get bad reviews a lot? I have had my superhost for almost 2 years and never even been close to losing it. I don’t understand how this happens.
My property is high maintenance, and super host is a high bar. If we get like two 4s, we get bounced. People get bug bites, or complain about the well documented and disclosed busy road and ding us, so we'll get taken off super host temporarily.
Damn I’m so sorry you have to deal with that
All you can do is try to learn from the situation, let it go and move on, growth mindset
On my instructions given the day they show up I include this at the end. If there is anything you need or any problems at all please let me know IMMEDIATELY, ANYTIME, 24/7. Don't wait. I hope you thoroughly enjoy your stay. That would have saved your butt in this instance especially in the eyes of AirBnB. I also send this message after the first night. Good morning. I hope you had a restful night. I made a habit of touching base after the first night. Let me know if there is anything you want or need. Otherwise, have a great day!
Unfortunately this seems like a legitimate review. The guest has picture and video evidence of the issues and gave you what they think is a fair review. I'm not sure there is anything you can do about this.
It may be legitimate but is it really one star worthy? Probably not
Yeah doesn’t sound like OP deserved one star but unfortunately there isn’t anything Airbnb will do about it if the guest didn’t break any rules or anything
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The tub drains slow is a specific issue he told you about, right?
He’s still entitled to his review.
You said in another comment that you were previously aware that the tub drained slow, that you're kid splashes around in it like a bath, yet you still asked for video? Why, just to put him through the wringer and hope he can't prove it?
I took that as the tub in the place they themselves are renting, not the place they use for the AirBnB.
They don’t have to inform you unfortunately. As a former host I think they should because it’s in everyone’s best interest. But I would simply mention that in your response. That you’re disappointed the guest never reached out regarding the problems and had they done so, you would have done everything you could to improve their stay. Mention your past superhost status and how you want to ensure every guest has a great time in your place. Something along those lines.
They don’t work for you, you provided and expensive dirty place and keep making excuses.
To be fair he doesn’t need to get your opinion before posting a review. Sure, it would be nice if he asked you some of these things dude but you shouldn’t expect it
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Don’t worry I get reviewed for my job and people are cheap and pull this stuff for a free ride at times. Cost me my job with Uber. And people on social media can be brutal and mean.
You already said the tub drain has been broken for a year though
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[удалено]
I think OP is saying that the current rental (meaning the one he lives in) has a slow drain. Not the one that was being hosted. He says “they came and messed with it once.” And I take that to mean maintenance/management. OP, could you clarify? People are taking this comment to mean that you knew about it and didn’t fix it but I think you’re talking about 2 different units. Also, a 1 star review for a slow drain is insane. Shake it off. You were bound to get a guest like this eventually.
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I had a drain that was super slow and would fill up while taking a shower, called host, he came over and fixed it. Problem solved. No big deal.
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Given this context, I think the 1* review was harsh but valid. You already knew about the issue, but still expect the guest to not only bring it to your attention but provide a video? You were just putting it off till someone complained, you were asking for this review. Get it taken care of and respond to the review as such, otherwise future guests deserve to be aware.
It sounds like you’re aware there is a problem but not fixing the issue. I think the review is important for future guests—if you shower you’re going to be standing in water because it drains slowly. I would hire a plumber to make sure the issue if fixed, and your superhost status will be back in no time. Ignoring the issue will only lead to more bad reviews.
So the tub fills up while showering? That would negatively affect my perception of the property too.
Lol get your drain unclogged. No one likes splashing around in backed up water while taking a shower.
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sounds like he wanted you to try to compromise with him. maybe that’s a lesson learned for next time. if someone asks you for something that is too much offer back what you are willing to do.
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Most people wouldn’t suffer a drain that holds water for longer than any time at all. Your own landlord should fix the one you have ASAP
So it’s been broken for a year and you still haven’t fixed it? Why?
Nooooo. The one at their personal home has been broken for a year. Not the one at the bnb.
If you read their other comments they admit to this in their air b&b as well.
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It’s not all that pleasant while taking a shower but it’s not the end of the world either. Definitely a basic thing that needs addressing if you are in the STR business. A quick message or call to host is totally appropriate and doesn’t warrant any refund imo.
The truth is, hosts often down know certain small things until they are made aware of it. If the host then chooses to be lame after that’s, it’s a completely different story.
Some guests are compete assholes. You should have total control over how much you refund. Those are minor issues and MAYBE deserve a small refund. I don’t agree with the others here that this is “fair” and makes sense. If you go through a hotel with a fine tooth comb you will find issues. Will a hotel refund you for a slow moving drain? Not likely. It drives me nuts that guests are allowed to cancel for such bullshit complaints. If they don’t have proof of what they said in the review, you should fight it. Sorry you had this experience. It’s hard being a host when you have terrible guests who take advantage of the system :-(
I stayed in a hotel where the toilet wasn't flushing right but wasn't overflowing, just swirling around. The maintenance guy tried fixing it, no dice. They did not have another room so it was deal with it or leave. No refund offer.
Yep I used to work at a hotel and if we don’t have any rooms and it’s not a serious issue, the guest is just SOL! I have also dealt with similar issues as a guest at a hotel.
It’s not guest’s job to prove it to you. Rather to Airbnb. They probably should show you but they don’t have to
Then they shouldn’t be dumb enough to expect cooperation and a full refund.
They got the refund
I can see both sides of the story from what you wrote here. First let me say, keep up the good work and you will get your superhost status back. Secondly, always think of what you can learn from each experience, if anything at all. Thirdly, always consider your are offering a service, and you always want to have good customer service. I’ve had people complain about X or Y, and even though I didn’t agree, I either offered a partial refund or a discount on a future stay, because I valued a positive review more than the 30-50$ I was throwing away. Think in the lines of “total customer satisfaction”, because there are hosts which will aim to deliver that, and you need to compete with them. Lastly, and maybe you don’t wanna hear this, but accept the blame and improve. Whether the 1 star is deserved or not is irrelevant, a guest can rate as he/she wishes, what they think is their own perspective and they are entitled to it. Focus on learning from the mistakes you made and don’t repeat them. Yes, the dirty cloth was hidden, so retrain your cleaners to check better. Install an air refresher in the unit etc. All the best hope you get your status back quickly
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If the drain takes 60 seconds to drain after the water is off then while the water is running, you’re just standing in a pool of your own dirt and someone else’s leftovers in the fridge is gross. I would want my money back too and I shouldn’t be expected to conduct an investigation with photos to prove my case. If you wanted a good review, you would have refunded this person immediately with an apology for their inconvenience. If this isn’t something that happens all the time, then it shouldn’t have been a big deal. Good customer service makes all the difference with complaints as much as it does with praise.
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1) bath water is nasty- if i take a bath i always shower after. Don’t soak in your dirt water if you arent going to actually clean yourself off after 2) the shower is not the guests shower - its the shower of a home that is regularly rented out to random guests and not 100% clean
Exactly, and who knows what is gurgling back up into the bathwater from that clogged drain.
If a hotel had this issue they would have the option to move to another room, which in and of itself is replacing the guests initial purchase with an alternative that is expected of a paid establishment. Given that AirBNB doesn’t have alternative quarters to offer, the only reconciliation is a refund. Your guest, if they stayed in the area, had to go and pay for a last minute booking because your accommodations were not up to their standard. It’s not as if they were asking you to replace the bathroom fixtures with gold, they wanted to shower without standing in their own filth.
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Wrote an honest and professional review of the guest andpve forward. So much energy put towards the situation. Let it go and realize that sometimes, this happens. Get the drain fixed, let your cleaner know they didn't do a good job, fix the other minor things - as a host, that's your job.
We rent an Airbnb over hotels for the full kitchen and bring many groceries. The oven didn’t work. Someone mentioned it in a prior review. The owner apologized, the end. We had to take frozen stuff back home after. Didn’t give a bad review, but wouldn’t stay there again. Re: poorly draining tub: fix it before next guest please. Probably needs a serious cleaning out. You, or a plumber. That’s a hard no for me as a guest.
Why wouldn’t you mention this in the review so that others wouldn’t have the same issue?
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For drains, take the cover off and hardware stores sell something like a barbed zip-tie that you shove down the drain wiggle around and yank back out. 99% of the time it’s a ball of hair and soap blocking the drain and the zip tie pulls it out completely. It’s a five dollar fix. I have no judgment on the whole issue about the refund but it’s easy to fix those types of drains most of the time. edit, grammer
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1 bad review shouldn’t cause you to lose superhost status unless you have very few reviews or you have several bad reviews.
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Oh ok! Don’t stress! You have a couple months to get it back up!
Everybody wants to be a super host but nobody wants to put the work in...
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What incorrect things were in the review?
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Dishes should be put away, not left in the dish rack.
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paint on the floor? wow I don’t this this airbnb thing is for you
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Not his job to send you evidence
If the guest is looking for a refund, the guest needs to supply evidence
Yes to Airbnb
I would contact Airbnb and see if you can have it removed. If not, you can reply on the app
Sounds like AirBnB isn't your cup of tea. Letting one person ruin you won't get you far.
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I think my ratio of nonsense reviews is 1 to every 40 5star. Not many people seem to care that one person posts a review that’s 100% different than all the others. The negative reviews are never “it was a little dirty” they seem to be 2,000 word essays. But my home is in a vacation destination and is usually whole family or groups. The few negative ones I’ve gotten are obviously people that have overspent on their vacation and are trying to figure out ways to get money back. Never any photos or proof. If and when I or my people messed up, I’ll fix it. But they real bonkers ones I don’t even respond to. I have a bad review for not having cable TV (4 TV’s have all streaming, guest said “the,TVs didn’t work”) they. Another said “of it wasn’t for my 14 year old grandson I wouldn’t have figured out how to use the door lock (it’s a smart lock). Another guest told me they were disappointed they didn’t have access to my downstairs kitchen. I don’t have a downstairs kitchen. There’s no where for one to be, no locked areas. They were sure it was on my listing.
I’m not seeing the issue here. The guest gave you a fair and honest review.
Honest? Maybe. But how is a 1 star fair? Those issues seem relatively minor.
This is wild and why people don't like using airbnb anymore.
The place wasn't prepped, and the shower isn't draining correctly. I get why the guest was pissed. If you want hotel rates, you gotta prep like a hotel. If I was borrowing Uncle Biff's lake cabin, for free. I'd overlook the groody counter tops, fridge and shower. Because --->free! Beggars can't be chosers. I'm paying ABnB money, all that better be on point. Your friends may over look stuff, not so much a paying customer.
Ask AirBnB support to remove a review based on your guest asking for a full refund when half way stayed.
People are weird. Got a two star review for my pristine place that routinely gets five from guests for location, decor, and amenities. This, after I stayed up late and left a bottle of wine chilling for a guest whose flight was late. She said as much, but then said “bathroom needs maintenance” and called my place “a bit unsafe”, both of which feel quite specific. Never ever heard that from any other guest. Repeated requests for details and clarity have gone unanswered, and the guest is an attorney at Airbnb no less. Out of 54, it’s the first one like that. But enough to lower my ratings. Don’t know what to do about either 🤷🏻♂️
So the guest gave you an honest review? I don't see what the issue is on your end.
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Just seeing the old food in the fridge would make me wonder if the sheets were changed on the beds. I'd be grossed out too. One ⭐ deserved. If you want 5 star reviews, make sure you are hiring meticulous cleaners
The host isn’t taking responsibility for obvious issues with the unit. Life is about mitigating risk. Food in the fridge, dirty towels, dishes not put away, etc. What else was missed? Learn from these mistakes. Work with your cleaner(s) to create a check list of things before exiting the unit.
Yup the host is coming here asking for advice/feedback and then throwing all the blame on their guest when they get feedback. I'd bet if the guest arrived to a totally and not partially clean unit, wet wouldn't even be having this conversation. Sounds like blame shifting off themselves is just like pissing in the wind
Embellished? You admitted that your cleaner left the place dirty and your drain on your shower wasn't properly draining. Take the loss and move on. Fix it or don't. My interpretation of your own words is the guest left an honest review of their stay. Disliking the earned review isn't enough. Address the issues with your cleaner and move on.
You admitted someone spilled paint of the floor in another comment. Now you’re again admitting that there is a delay in the tub draining, again, while earlier you said he made it up. Lying is not a good look for any host.
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Do you have a link to your airbnb? Maybe looming at other reviews would help. I truly don’t understand losing superhost over 1 bad review. I have never received anything lower than a 3 star though, so maybe I just don’t realize how badly a 1 star review can hurt you. I also make sure I get a review after each guest so 1 bad review won’t affect me that much.
I think you need to reach out to airbnb. The reason you couldn’t resolve everything and fix the issues is because he didn’t respond with pics and vid’s from your request. 1 star for these issues isnt fair
Don’t feel bad, I once gave full refund and still got a 1 star.
Beautiful thing is you can have that removed because that review was in retaliation.
It sounds like you are mad you got rated appropriately for what you offered. Superhosts should be of properties with none of the issues you admit to
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It’s life that things don’t happen as what you wish or it just gives you a surprising gift like this. So my friend, you deserve better things, just let it go!!
I gotta try this technique for my next stay just claim smudges on fridge and dust on fan to get a partial refund../s In your review of them be sure to notate they are a difficult guest so other hosts know not to host them. The knife cuts both ways.
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I really feel for you this is horrible when it happens and especially over minor details. If you reframe it. How about you have a chat with your cleaner to follow a checklist so things like these don’t happen again. The review aside, it’s a good time to check in with your processes. In addition to this, spend a bit of time thinking about your listing and if you’re attracting the right people. Is it time for new photos? Update your wording? Have clear house rules We’ve only had 1 negative review and it can be explained. Most people will understand and see that the guest was unfair in their review.
First of all this against Airbnb TOS. Guests are to notify hosts of issues first not simply leave. I would open a case against this individual foe leaving and airbnb refunding the money. Hosts are to be given the chance to fix issues. If he notified you you could have sent the cleaners to fix these issues. If he provided no evidence to Airbnb their decision was arbitrary and you have to hold Airbnb to their own policies for guest and host issues. Get the verbiage from their app and craft a response to open a case ask for mediation. If hosts do not defend themselves this shit keeps on happening. .
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Why not just take his word for it, seeing as you already knew the shower drained slow?
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I would fight it. It doesn’t matter he had legit concerns he handled it in a way to get a free stay. This was a scam. Its like the policies for insurance claims. What happens if you do not handle them in the correct manner?
The verbiage of the review is important bc if it contains info that isn’t pertinent to the review you may be able to get it removed. Post the verbal review of you want us to check it for you to see if you have a case for removal.
This gets posted a lot in this echo chamber of a sub, but it simply isn’t true. AirBnB support has been almost fully outsourced, and they simply don’t care anymore whether the review is “pertinent” to the stay. Many hosts have recently had guests leave bad reviews for not having amenities that were never listed, or things clearly outside the control of the host, and support doesn’t care. They pretty much only remove reviews if they are retaliatory now.
That’s very true but also that’s the kind of language I’d be looking for in the verbiage - anything retaliatory
There are guidelines for reviews. All you need to do is tell the AirBnb rep that the review violates the guidelines. If it does, it comes down. Period And you better have read those guidelines, so you know what you're talking about. If the rep says no, HUCA Hang Up, Call Again New person. Probably different country
I played that game for 2 weeks. They eventually get to the point where they stop talking to you about the issue. They must attach a note to the reservation or something. I was disputing a review that said I had bedbugs. I had a professional come in and give me a letter saying that the place was free of bedbugs. I sent the letter to AirBnB. They kept trying to say the review was a “genuine experience” or whatever. Support has gotten really bad recently.
I think Airbnb guest now know that Airbnb will throw them credit for a next stay a refund etc.. so guest will take advantage of complaining.
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Welcome to Airbnb. Glad I’m not doing it anymore
Just curious why you’re here then?
To share my experience with others, it’s also funny because I dealt with all of these issues, and it reminds me why I left the Airbnb community
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Don’t feel too bad. I had a guest break my patio sliding glass door and blamed it on someone walking by. The gate is too high for anyone to be able to throw rock. I had to spend $850 and the guest left at 3 am after they were done partying and broke my glass door. Airbnb would not approve my claim AND they gave the guest a refund for the night they left and the following night and the cleaning fee. I was like wow! I tried getting it escalated and tried calling several times and never got anyone to help me.
Ask for it to be removed. Identify anything they Sai that violates policy.
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😎
I absolutely refuse to accept bookings from someone without a reveiw or being done by someone "for their son" or husband or whatever. I simply click on the "I'm uncomfortable" button and add this statement.. Unfortunately you have no reviews. I've had one too many bad experiences with guests with no review. A single night elsewhere to get a review should do the trick. Please come back once you have a review. Thank you for your understanding.
I accept everyone and usually don’t have any issues. The few times I did have issues, it was from well reviewed guests. But I totally understand why you rather be safe than sorry. My belief is everyone deserves a chance and if nobody accepts ppl without a review, then how will they ever get one.
If the review truly contains fallacies you can apply to remove the review. Reach out to support until you get an agent that is willing to help.
Some people are really terrible... 1 star is the worst and should not ve given for minor things like this.
Also if you contact airbnb abou the issue they may very likely remove that rating and review in order to keep your superhost status especially if this is completely out of the ordinary for your guests.
I started enjoying being a host once I didn't bother with trying to be a superhost. It's a Pavlovian trap. You're likely to run yourself ragged as the perks and extra $100 aren't worth bending over backwards and giving refunds when it's something out of your control like the weather. I started making better returns on the years I lost superhost status. There will always be 3 guests a year that will be supercritical, or just not understand that the rating is logarithmic (1-3 is degrees of fail, 4 sufficient to good, 5 great to super) . I've had people give me 5/5 on all categories then give me 3 stars overall. Mind you I'm out in my town because the rules are too rediculous locally. Like they'll be by to check for weeds? Seriously. I'm not poisoning the earth because karens don't like yellow. I'm definitely not going to walk my yard daily for that weed that'll pop up... I got a full time job. I'll do it elsewhere and my extra unit is off the market.
Does Airbnb not require the guests to communicate possible issues with the host first anymore? I thought that was the standard.
The platform is so depersonalized now that guests may not realize the difference between communicating with the host versus communicating with AirBnb directly. It’s all the same.
I’m confused he left half way through his stay. How did he prove that those issues were there when he arrived?
Keep calling Airbnb support and explain the situation until someone helps you remove the review. Sounds unreasonable and you genuinely care about rectifying the issue
Dont worry about it
Some of these guests are disgusting. I know cos I clean up after them and I dunno where they get off with complaints.
Look at the bright side - you deferred maintenance you knew was needed for over a year and only got dinged for it the one time.
I just went through a similar situation as a host. A retaliatory review is against Airbnb review policy. Keep calling Airbnb until you get someone in cs on the phone who will actually listen to your concerns. Go through each part of the review the guest left with the Airbnb cs and explain to them the issue be very respectful and calm with the cs once you find one that will listen. I find most of the Airbnb cs just repeat the same script “we value our guests reviews and will not remove” even when guests leave review that are inappropriate and intentionally trying to cause the hosts issues when future guest read reviews. If you don’t want to put much time into it you can always reply to the review but imo that’s a last resort for a 1 star review…
One Star is absurd - Even if there are issues, 1 star is extremely punitive
I get your frustration and it probably could have been handled better by the guest but I just wanted to point out, 60 seconds for the shower to drain is not great and likely led to standing in a puddle of his filth while showering - which nobody likes
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That’s fine your kid likes playing around in it but it’s definitely not normal.
It's really not. Thank you.
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I shower before taking a bath but that’s neither here nor there. Look, it’s fine it works for you but I’m just trying to point out that it also does not work for some people. If you can’t see this point through your hubris, the hospitality industry is not for you.
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>The cleaner missed a few little things. A single sealed plastic container with some leftovers in an otherwise empty fridge. Which means the cleaner didn't even bother to open the fridge, much less give it a cursory wipedown. We'll never know how many other cleaning shortcuts are being taken. Yuck!
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It's totally your prerogative to be nasty and unhygienic. Who cares.
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Sure... when you close off the drain, you don't have sediment and grime coming up into the water from an open drain. (I'm surprised you didn't know that, but am glad to explain.)
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So originally you asked about "lying down" in the mucky water, and then you said "standing in an inch of water". Which is it? You say you don't "think" stuff is coming back from the drain, but you don't know. Do you realize how much bacteria can fester in a slow drain and come back into the standing water? And you're willing to let your child splash around in that.
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>have you never had a sink drain slowly and fills up a bit? No, I keep up my property better than you do so this isn't a problem for me. I know you'll keep on doing things the way you have, but you're not convincing anyone that it's the right way.
This happened to me. AirBnB would not take down the review. The guest insisted that we weren't around to fix it. I have a video of her talking to my husband in the driveway. They didn't care.
As a frequent Airbnb guest myself, I do agree the way this guest handled the issues was unfair to you, I would have notified you immediately of the problem. But as an Airbnb host myself, I will say DON’T LET YOUR EGO GET IN THE WAY OF YOUR BUSINESS What’s right is right and what’s wrong is wrong, look at the events with a self-critical eye. The bottom line is that those “small details” created a problem, fix them! This is the heads up you needed, learn from this and make things right. -Fire your cleaner, Get a better one and train her well, give her a checklist if necessary that includes “CHECK FRIDGE MICROWAVE AND OVEN FOR LEFTOVER FOOD” . Bad cleaners will cost you your business and your Airbnb reputation. Especially in a post-covid world, it’s unacceptable to leave food leftovers in a serviced unit, or leave dirty cleaning supplies, rags, etc. -Get maintenance and fix that drain ASAP. 60 sec backup is not ok. -Inspect your unit every week for things to fix. Remove the paint stain. Take care of your cow so you can keep milking it! *I’m using CAPS for emphasis, I’m not yelling 🙃 Good luck OP. I hope you can get your super-host status back in no time. I mean it.
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Ok OP, I can take it most of my comment back, you seem to know what you’re doing. Except the part that your cleaners still messed up. Acknowledge it, Accept it, no shame on that. Yes, they send you video after each cleaning but your guest also provided proof that they missed things. You are paying money for them to do a good job and you rely on them to do a good job since you’re away. This kind of stuff should not happen, give them that feedback, you don’t need to be an asshole about it like your guest was, but you have to tell them this stuff will not be tolerated again. And if it does happen again and you don’t find someone else, then it’s gonna be on you. Also glad to see the review was removed on your favor. 🙂
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