Post by High Priestess on Feb 3, 2016 5:54:25 GMT
One of the more difficult things that hosts have to do, is cope with bad guests -- the second hard part, is writing a review of that bad guest.
Tips on writing a review for a bad guest
Too many hosts get very upset about what happened with the guest, and their anger then leads to one of two mistakes -- (1) The host writes a long, angry review going into too many details, and overall being too emotional, or (2) The host writes no review at all, because he or she doesn't know how to write a review when they are experiencing so much anger, sense of betrayal, etc.
Keep in mind that one of the best ways to prevent this guest being able to cause the same problems for others that they have just caused for you, is to write a review which honestly tells about what happened. IN fact, this may be the ONLY way to prevent these guests from continually causing the same problems for others. Think about how it would have helped you if you had known what this person was REALLY like before you accepted them --- if another host had written the truth about them based on a previous stay (though yours may have been their first Airbnb stay -- quite possibly it should be their last!)
Know that reviews are not published until both guest and host write a review, or until 14 days have passed, whichever comes first. (If the guest doesnt' write a review within that time frame, they won't get the chance to do so). This means that your guest will not be able to retaliate against you based on what you have written, because they wont' see what you have written until after they write their review. So that means there is really no reason for you not to tell the truth.
It can be helpful, if you are angry about what happened, to first take some time to cool down.
THen, take some time to analyze very objectively, what exactly were the FACTS in the situation -- precisely what rules were broken, or what was done wrong or inappropriately by the guest. If you have trouble getting clear about this, ask the host community for help. It's one of the favorite projects of experienced hosts to help other hosts write reviews for bad guests.
When writing a review, these are the key points to keep in mind:
(1) Keep the review CONCISE. Long reviews that list every single detail of what the guest did, do not reflect well on the host. They suggest a host who has "a beef" against a host, and call into question the hosts' capacity to be objective. You want to summarize, rather than list all the exact details about what happened. So for instance, rather than stating exactly how the guest left your place messy and stating every item that was damaged, simply state that the place was not left in an adequately clean condition and that your property was damaged.
(2) keep the review neutral in tone and focus on FACTS. Don't use colorful language, or engage in personal attacks on the guest, avoid making statements about their general character, avoid assumptions. Simply state the FACTS about behaviors or acts or violations of house rules, extra guests snuck in, etc.
(3) It's helpful to think of this review as an EDUCATIONAL OPPORTUNITY for your future guests -- you are here describing the kinds of things you want guests to avoid doing. Think of your future readers when you write the review. Also realize that future guests dont' want to worry that they might experience being lashed out at, in an irrational way by an angry person, so ensure that you come across as neutral and professional in your tone. Dont' let the review be something that will make future guests reluctant to book with you. Rather, demonstrate to future guests that you are taking good care of your property and protecting your family, neighbors and perhaps other guests by dealing effectively and fairly with problem guests. Have other hosts read over the review if you need feedback. It's very common that a host who did not personally experience what you did will be able to write a better review about your guest (knowing the facts) than you will be able to do. So be open to taking advice from others.
(4) IF you would not host this guest again, or don't feel they should be staying in rooms in shared homes, or don't even feel they should be staying in any AIrbnb listing, please say so. You could state, "Unfortunately, I cannot recommend X to other hosts at this time, and do not feel that X is suited for shared accomodations. X would be better suited to stay in a hotel."
If you really are worried about saying anything negative about the guest, or arent' sure if the problems caused by the guest were serious enough to warrant criticism in a public review, one way to handle this, which will still tip off future hosts that something wasn't quite right, is to simply write a review that says nothing negative but also says nothing positive about the guest. Many in the host community have come to realize that this review means, "watch out, you might not want this guest" --
"John stayed at my house in October 2015"
or
"Sally stayed at my home in May 2016."
Etc.
This kind of review is a clue to future hosts that they might want to contact you and find out what happened. (They can contact you via an inquiry to your listing, and ask details, if they wish).
Responding to bad reviews that guests write about you
Keep in mind that when a guest writes a flaming, scorching, vile review for a host, that review is much more likely to backfire on that guest, and cause them trouble in getting reservations in the future, than it is likely to harm the host ---- unless it is true and other reviews of that host corroborate it. Readers can tell when the writer is a nasty person, and smart hosts will not only read the reviews by hosts of prospective guests, but will also read reviews written by such prospective guests, so that they can see if the person they want to invite into their home has ever torn another host to shreds. If so, it's "good luck finding a place to stay, I wont' have you in my home." NOt that this is how you would really decline the guest, but it's what you will be thinking when you see that this guest has berated another host for not having a TV in every room, or for a cobweb in a hidden corner, or for various other trivia.
When you respond to negative reviews from guests, again, use the suggestions above, and respond in a concise, neutral and professional way. Use the response to educate future guests. FOr instance, if the guest complained that you stopped them from bringing in visitors which were not allowed (if your house rules prohibit guests from having visitors) you might say something such as, " I do urge guests to read my house rules in advance, because, as Peter discovered, it will simply cause awkwardness for everyone concerned if you do as Peter did andtry to bring visitors into my house , and I then have to ask them to leave. "
Tips on writing a review for a bad guest
Too many hosts get very upset about what happened with the guest, and their anger then leads to one of two mistakes -- (1) The host writes a long, angry review going into too many details, and overall being too emotional, or (2) The host writes no review at all, because he or she doesn't know how to write a review when they are experiencing so much anger, sense of betrayal, etc.
Keep in mind that one of the best ways to prevent this guest being able to cause the same problems for others that they have just caused for you, is to write a review which honestly tells about what happened. IN fact, this may be the ONLY way to prevent these guests from continually causing the same problems for others. Think about how it would have helped you if you had known what this person was REALLY like before you accepted them --- if another host had written the truth about them based on a previous stay (though yours may have been their first Airbnb stay -- quite possibly it should be their last!)
Know that reviews are not published until both guest and host write a review, or until 14 days have passed, whichever comes first. (If the guest doesnt' write a review within that time frame, they won't get the chance to do so). This means that your guest will not be able to retaliate against you based on what you have written, because they wont' see what you have written until after they write their review. So that means there is really no reason for you not to tell the truth.
It can be helpful, if you are angry about what happened, to first take some time to cool down.
THen, take some time to analyze very objectively, what exactly were the FACTS in the situation -- precisely what rules were broken, or what was done wrong or inappropriately by the guest. If you have trouble getting clear about this, ask the host community for help. It's one of the favorite projects of experienced hosts to help other hosts write reviews for bad guests.
When writing a review, these are the key points to keep in mind:
(1) Keep the review CONCISE. Long reviews that list every single detail of what the guest did, do not reflect well on the host. They suggest a host who has "a beef" against a host, and call into question the hosts' capacity to be objective. You want to summarize, rather than list all the exact details about what happened. So for instance, rather than stating exactly how the guest left your place messy and stating every item that was damaged, simply state that the place was not left in an adequately clean condition and that your property was damaged.
(2) keep the review neutral in tone and focus on FACTS. Don't use colorful language, or engage in personal attacks on the guest, avoid making statements about their general character, avoid assumptions. Simply state the FACTS about behaviors or acts or violations of house rules, extra guests snuck in, etc.
(3) It's helpful to think of this review as an EDUCATIONAL OPPORTUNITY for your future guests -- you are here describing the kinds of things you want guests to avoid doing. Think of your future readers when you write the review. Also realize that future guests dont' want to worry that they might experience being lashed out at, in an irrational way by an angry person, so ensure that you come across as neutral and professional in your tone. Dont' let the review be something that will make future guests reluctant to book with you. Rather, demonstrate to future guests that you are taking good care of your property and protecting your family, neighbors and perhaps other guests by dealing effectively and fairly with problem guests. Have other hosts read over the review if you need feedback. It's very common that a host who did not personally experience what you did will be able to write a better review about your guest (knowing the facts) than you will be able to do. So be open to taking advice from others.
(4) IF you would not host this guest again, or don't feel they should be staying in rooms in shared homes, or don't even feel they should be staying in any AIrbnb listing, please say so. You could state, "Unfortunately, I cannot recommend X to other hosts at this time, and do not feel that X is suited for shared accomodations. X would be better suited to stay in a hotel."
If you really are worried about saying anything negative about the guest, or arent' sure if the problems caused by the guest were serious enough to warrant criticism in a public review, one way to handle this, which will still tip off future hosts that something wasn't quite right, is to simply write a review that says nothing negative but also says nothing positive about the guest. Many in the host community have come to realize that this review means, "watch out, you might not want this guest" --
"John stayed at my house in October 2015"
or
"Sally stayed at my home in May 2016."
Etc.
This kind of review is a clue to future hosts that they might want to contact you and find out what happened. (They can contact you via an inquiry to your listing, and ask details, if they wish).
Responding to bad reviews that guests write about you
Keep in mind that when a guest writes a flaming, scorching, vile review for a host, that review is much more likely to backfire on that guest, and cause them trouble in getting reservations in the future, than it is likely to harm the host ---- unless it is true and other reviews of that host corroborate it. Readers can tell when the writer is a nasty person, and smart hosts will not only read the reviews by hosts of prospective guests, but will also read reviews written by such prospective guests, so that they can see if the person they want to invite into their home has ever torn another host to shreds. If so, it's "good luck finding a place to stay, I wont' have you in my home." NOt that this is how you would really decline the guest, but it's what you will be thinking when you see that this guest has berated another host for not having a TV in every room, or for a cobweb in a hidden corner, or for various other trivia.
When you respond to negative reviews from guests, again, use the suggestions above, and respond in a concise, neutral and professional way. Use the response to educate future guests. FOr instance, if the guest complained that you stopped them from bringing in visitors which were not allowed (if your house rules prohibit guests from having visitors) you might say something such as, " I do urge guests to read my house rules in advance, because, as Peter discovered, it will simply cause awkwardness for everyone concerned if you do as Peter did andtry to bring visitors into my house , and I then have to ask them to leave. "