Post by High Priestess on May 29, 2016 6:16:57 GMT
jee shared Nov 2014
www.airbnb.com/groups/content/content-93426
How do I write a review for an unpleasant guest?
Since 2012, I have always enjoyed hosting and have met so many wonderful guests from all around the world.
My last guest was different. I came to accept that I can't always expect terrific guests. I always write a review for all my guest but this one I am thinking long and hard to write a review for him.
But how do you write a review that is truthful about a problematic guest. Kindly advice.(Please refer to my previous post below : "Feeling violated by a guest".Thank you.
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Siobhann
Trudi
Trudi2 years ago
Unless the guest was dangerous or you think that they might be a problem to other future hosts, I just would not say anything. I try and be compassionate the realize that what I say might affect their ability to obtain a place to stay in the future that might just work out better even if you had a poor experience.
I listen to my mom's advice "If you don't have anything nice to say about someone, don't say anything at all". I had a similar feeling about my last guest, however, I realized it may or may not be similar with other hosts so when Airbnb asked me to write a review, I didn't review her because I didn't know what to say. She, likely, felt the same because she didn't write a review about me and everyone else has! I guess it depends on in what way 'different' your guest was and for what reasons they made you feel violated.
Like 1 reply•1 like
Siobhann
Siobhann2 years ago
I had an Ireland stay that was similar in that we both...magically...exceeded our window to write a review. It definitely worked out for the best!
Ken
Ken 2 years ago
Trudi, I just attended a chat group at the Airbnb Open that delt with just this topic. The bottom line is being positive, and, like the other post mentioned, alert other hosts only if necessary. So if they arrive late or sooner, perhaps mention in a positive way "for the future" be sure to have good communication and a contingency plan in place if a time frame cannot be met due to circumstances (lock box, etc). And it might be that this circumstance is a learning one for you so that you yourself are able to easily (and happily) adjust to the circumtance next time. Bottom line, say it in a positive way.
Ken
Like 1 like
Trudi
Trudi2 years ago
Or another alternative would be to say something generic without being enthusiastically positive for the public to see and there is a private review (only for the guest to see) to perhaps help them make better guests for others in the future IF the guest is willing to hear that. It's also a 2-way street. Think about how you would like your guest to review you if it were less than completely positive. I would like to learn more about the 'Airbnb Open' meetings. Good post.
S
Like 1 like
Ken
Ken 2 years ago
Trudy - good point. The private note will definitely help them learn as well.
K
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Adam
Adam2 years ago
Ive had a couple bad guests. I think an apporpriate review is "nothing nice to say, would not host again" or just "would not host again". I think its your responsibility to be honest as a way of letting other hosts know what they are getting into when booking that guest.
Like 1 like
Trudi
Trudi2 years ago
The thing is, Adam, is that this host may come across as very different than you judged them to be. It you put this in reverse, let's say, and the host reviewed you and said, I would never stay in this persons house as a guest again...that would probably get you mad and nothing is really accomplished by saying that other than people will have doubts about inquiring about your rental. I had a guest that I really disliked, but mabye it was just our dynamics and maybe it would be better for someone else. I try not to ruin someone's reputation if at all possible.
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Adam
Adam2 years ago
Its all subjective. I think your looking at the best case scenario in that the guest was fine but they didnt get along, more likely is the guest was bad, loud, dirty, rude, disruptive, broke house rules, I dont know thats up to the original poster to decide but bad guests should get bad reviews. Hosts assume alot of risk and uncertainty and are expected to do alot in the name of hospitality. Reviews are the only thing hosts have at their disposal to weed out bad guests.
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Trudi
Trudi2 years ago
I agree. It's all very subjective. I think 'house rules' are the key. Like, quiet is an important rule if that's what you want. What's disruptive to one may not be to another. And you're right; I'm trying to look at the best case scenario. It makes me very curious to know what hosts expect of their guests, especially if they are renting a room in a shared house. I try to be relaxed and casual, but have learned that I can't be too casual and that formal rules must be written. ie. 1 of my rules is keep the common areas clean. I would say that most of my guests have followed that rule (except within their own room). It breaks my heart to see such an organized and nicely furnished room with plenty of storage space to be ransacked within a few days. I have ample closet/drawer space/desk space, yet many of my guests still throw their clothes and put their papers on the floor or on top of the TV. Within a week I can't find the floor to vacuum! Yet - I hesitate to tell people to keep their rooms clean (how do others feel about this?) because I would feel like parent reprimanding their kids. I have said things like, you know there's plenty of drawer space, etc. but they don't get the hint. This is minor but wondering how others handle this type of BAD behavior. I'm not a clean freak but I hate to see nice room turn into a dump within a week.
In general, though, I haven't had a guest that I would say was TOO rude or disruptive or invasive, etc. We may not have been soulmates, but that IS subjective.
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Adam
Adam2 years ago
Trudi, I think you are 100% right that they should clean up after themselves in common areas. As for what they do in the room, I treat that as there private space and dont care if they make a mess as long as its tidy when they leave.
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Trudi
Trudi2 years ago
Adam,
I do the same thing. It's just hard for me to look in the room (when the door is open) to see the mess!!! Not one guest left the room untidy, however!
Like
Ken
Ken 2 years ago
Adam, Trudi, your thoughts are well taken. I think the idea that the prvt space is theirs to live in how they are used to, as long as it is tidy when they leave. You might let them know that you won't be able to vacuum and keep it as clean as you like for them unless things are picked up on "vacuum day". I also like the idea of being very factual for a bad review - - "nice person in general, but did not conform well to house rules. Probably not a good fit for us next time."
Like
Trudi
Trudi2 years ago
Ken, I've said the same thing you just said about the vacuuming thing (as a hint) but a few just don't take the hint. So - I just don't vaccuum. I thought you're review was very honest & to the point (your bad review). Now, let's say that review angers the guests and responds in kind with a review about you that was far from the truth. That's another thing about writing anything negative in a review (if you review first). They get a chance to see it, and respond out of anger (like house rules were vague & tyrannical, etc.)
Like
Adam
Adam2 years ago
i thought reviews are hidden from both parties until they are both completed, or after the 14 day review period
Like 1 like
Trudi
Trudi2 years ago
Adam,
I''m not sure on this policy. I do remember that once I responded to someone's review with a review of my own. I do remember one being shown first but I may be wrong.
What happens if both guest & host does not review? Very curious about that. I ask because everything was very much OK with my last guest except for 1 problem that was beyond my control - which was my guest was bitten by fleas. It was resolved within a day, however, she was pretty freaked out about it. Perhaps they were dormant in the area rug. I stay in the guest room occasionally so I was completely unaware that I had any fleas in here. Anyway, what I was concerned about was whether she would make a big issue about the 'flea' situation which I resolved once I knew about it. I was waiting to see her review before I reviewed her so I could respond to it IF she made a big issue out of this. However, she never reviewed me which was a first. All of my other reviews have been positive. This is the first time I didn't get a review and I'm not sure why. I waited because I thought we just had one chance to review and I wanted to see what she had to say. I originally posted on this site about this issue!
Trudi
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Alex
Alexa year ago
You won't be shown the other persons review until you write and submit your review for them. If you don't review at all, then their review will only show up after it's too late for you to write one. This is to prevent retaliatory reviews. Just be honest, and if a guest is terrible, say it so that future hosts can avoid this person.
Like 2 replies•3 likes
Shane in SF
Shane in SFa year ago
This screwed me before. I didn't write a review
Shane in SF
Shane in SFa year ago
Of a bad guest, yet had theirs posted ...
Trudi
Trudia year ago
Alex, OK, I get it. What if neither of us review each other. This is the feeling I'm getting.
Thanks.
Like
Ken
Ken a year ago
Trudi, If neither of you review each other, then you will not be able to warn the other hosts of a potential bad situation. I still think the words "not the best fit for our offerings" (our lodging, our house rules, whatever) in there somewhere is a good hint to other hosts, and you don't have to trash the guest to do it.
Like 1 like
Keith
Keitha year ago
This is a double edged sword. Your future guests may read your reviews. If they don't like what you say about other people they may not stay there. However...I feel there is a responsibility to other hosts to let us know of potential problem guests. I hosted someone who had many stays but no reviews. Had only one of those previous hosts said something it would have saved a lot of frustration. Some people just shouldnt be home sharing guests and its important for them to know as well as other hosts. I've had bad hosts as well. People seem perfectly willing to review a bad host but not willing to honest pub review a bad guest..doesn't make sense to me. Reviews help people improve and know be herb they're doing well too.
Like
Trudi
Trudia year ago
You're right Keith. Given that I have reviewed 99.9% of my guests, I think this one exception is reasonable and I can say publically here that this guest was fine. And, I'm sure other than her freaking out a bit about being bit by fleas (who wouldn't?) that I would have received a positive review from her given all the help I gave her getting around, etc. I want my guests to be happy and comfortable. Iif I just don't like them for whatever reason, I don't interact with them as much. This girl was extremely busy studying to be a Dr. so perhaps she just put the review on the back burner & forgot about it. That's what I think. There's really no harm done in this particular situation if neither of us reviewed each other. There is nothing I needed to warn anyone about.
Like
Ken
Ken a year ago
Trudi,
One thing that came up at the conference that I liked was to have a "sorry" gift ready; one person had a bottle of champagne. I think I will have wine with some kind of decorative chocolate gift available (I found a great bottle of Pinot for $9.00 on sale, and will look for perhaps a small sees box). When a fellow in Australia (had several listings) had a water pipe break, he put the guest up in hotel at his expense and still gave him a token gift. He ended up with a great review. Just thoughts. . .
K.
Like 1 like
Trudi
Trudia year ago
I had already spend a lot of money resolving the situation (new bedding, dry cleaning, etc) that I didn't even think of a gift. Maybe I should have. BUT, after she sent me pictures of the bites on her body (yes pictures) from where she worked it was mutually disturbing. As an option, I offered her full refund if that's what she chose and I'd help her look for another place to live for the rest of the month. She didn't like that option; she was to busy, etc. So she stayed and the problem was resolved. I felt it was a generous offer though.
Like
Ken
Ken a year ago
sometimes the offer is all it takes.
www.airbnb.com/groups/content/content-93426
How do I write a review for an unpleasant guest?
Since 2012, I have always enjoyed hosting and have met so many wonderful guests from all around the world.
My last guest was different. I came to accept that I can't always expect terrific guests. I always write a review for all my guest but this one I am thinking long and hard to write a review for him.
But how do you write a review that is truthful about a problematic guest. Kindly advice.(Please refer to my previous post below : "Feeling violated by a guest".Thank you.
22 comments•1 like
Follow
Like
Siobhann
Trudi
Trudi2 years ago
Unless the guest was dangerous or you think that they might be a problem to other future hosts, I just would not say anything. I try and be compassionate the realize that what I say might affect their ability to obtain a place to stay in the future that might just work out better even if you had a poor experience.
I listen to my mom's advice "If you don't have anything nice to say about someone, don't say anything at all". I had a similar feeling about my last guest, however, I realized it may or may not be similar with other hosts so when Airbnb asked me to write a review, I didn't review her because I didn't know what to say. She, likely, felt the same because she didn't write a review about me and everyone else has! I guess it depends on in what way 'different' your guest was and for what reasons they made you feel violated.
Like 1 reply•1 like
Siobhann
Siobhann2 years ago
I had an Ireland stay that was similar in that we both...magically...exceeded our window to write a review. It definitely worked out for the best!
Ken
Ken 2 years ago
Trudi, I just attended a chat group at the Airbnb Open that delt with just this topic. The bottom line is being positive, and, like the other post mentioned, alert other hosts only if necessary. So if they arrive late or sooner, perhaps mention in a positive way "for the future" be sure to have good communication and a contingency plan in place if a time frame cannot be met due to circumstances (lock box, etc). And it might be that this circumstance is a learning one for you so that you yourself are able to easily (and happily) adjust to the circumtance next time. Bottom line, say it in a positive way.
Ken
Like 1 like
Trudi
Trudi2 years ago
Or another alternative would be to say something generic without being enthusiastically positive for the public to see and there is a private review (only for the guest to see) to perhaps help them make better guests for others in the future IF the guest is willing to hear that. It's also a 2-way street. Think about how you would like your guest to review you if it were less than completely positive. I would like to learn more about the 'Airbnb Open' meetings. Good post.
S
Like 1 like
Ken
Ken 2 years ago
Trudy - good point. The private note will definitely help them learn as well.
K
Like
Adam
Adam2 years ago
Ive had a couple bad guests. I think an apporpriate review is "nothing nice to say, would not host again" or just "would not host again". I think its your responsibility to be honest as a way of letting other hosts know what they are getting into when booking that guest.
Like 1 like
Trudi
Trudi2 years ago
The thing is, Adam, is that this host may come across as very different than you judged them to be. It you put this in reverse, let's say, and the host reviewed you and said, I would never stay in this persons house as a guest again...that would probably get you mad and nothing is really accomplished by saying that other than people will have doubts about inquiring about your rental. I had a guest that I really disliked, but mabye it was just our dynamics and maybe it would be better for someone else. I try not to ruin someone's reputation if at all possible.
Like
Adam
Adam2 years ago
Its all subjective. I think your looking at the best case scenario in that the guest was fine but they didnt get along, more likely is the guest was bad, loud, dirty, rude, disruptive, broke house rules, I dont know thats up to the original poster to decide but bad guests should get bad reviews. Hosts assume alot of risk and uncertainty and are expected to do alot in the name of hospitality. Reviews are the only thing hosts have at their disposal to weed out bad guests.
Like 2 likes
Trudi
Trudi2 years ago
I agree. It's all very subjective. I think 'house rules' are the key. Like, quiet is an important rule if that's what you want. What's disruptive to one may not be to another. And you're right; I'm trying to look at the best case scenario. It makes me very curious to know what hosts expect of their guests, especially if they are renting a room in a shared house. I try to be relaxed and casual, but have learned that I can't be too casual and that formal rules must be written. ie. 1 of my rules is keep the common areas clean. I would say that most of my guests have followed that rule (except within their own room). It breaks my heart to see such an organized and nicely furnished room with plenty of storage space to be ransacked within a few days. I have ample closet/drawer space/desk space, yet many of my guests still throw their clothes and put their papers on the floor or on top of the TV. Within a week I can't find the floor to vacuum! Yet - I hesitate to tell people to keep their rooms clean (how do others feel about this?) because I would feel like parent reprimanding their kids. I have said things like, you know there's plenty of drawer space, etc. but they don't get the hint. This is minor but wondering how others handle this type of BAD behavior. I'm not a clean freak but I hate to see nice room turn into a dump within a week.
In general, though, I haven't had a guest that I would say was TOO rude or disruptive or invasive, etc. We may not have been soulmates, but that IS subjective.
Like
Adam
Adam2 years ago
Trudi, I think you are 100% right that they should clean up after themselves in common areas. As for what they do in the room, I treat that as there private space and dont care if they make a mess as long as its tidy when they leave.
Like
Trudi
Trudi2 years ago
Adam,
I do the same thing. It's just hard for me to look in the room (when the door is open) to see the mess!!! Not one guest left the room untidy, however!
Like
Ken
Ken 2 years ago
Adam, Trudi, your thoughts are well taken. I think the idea that the prvt space is theirs to live in how they are used to, as long as it is tidy when they leave. You might let them know that you won't be able to vacuum and keep it as clean as you like for them unless things are picked up on "vacuum day". I also like the idea of being very factual for a bad review - - "nice person in general, but did not conform well to house rules. Probably not a good fit for us next time."
Like
Trudi
Trudi2 years ago
Ken, I've said the same thing you just said about the vacuuming thing (as a hint) but a few just don't take the hint. So - I just don't vaccuum. I thought you're review was very honest & to the point (your bad review). Now, let's say that review angers the guests and responds in kind with a review about you that was far from the truth. That's another thing about writing anything negative in a review (if you review first). They get a chance to see it, and respond out of anger (like house rules were vague & tyrannical, etc.)
Like
Adam
Adam2 years ago
i thought reviews are hidden from both parties until they are both completed, or after the 14 day review period
Like 1 like
Trudi
Trudi2 years ago
Adam,
I''m not sure on this policy. I do remember that once I responded to someone's review with a review of my own. I do remember one being shown first but I may be wrong.
What happens if both guest & host does not review? Very curious about that. I ask because everything was very much OK with my last guest except for 1 problem that was beyond my control - which was my guest was bitten by fleas. It was resolved within a day, however, she was pretty freaked out about it. Perhaps they were dormant in the area rug. I stay in the guest room occasionally so I was completely unaware that I had any fleas in here. Anyway, what I was concerned about was whether she would make a big issue about the 'flea' situation which I resolved once I knew about it. I was waiting to see her review before I reviewed her so I could respond to it IF she made a big issue out of this. However, she never reviewed me which was a first. All of my other reviews have been positive. This is the first time I didn't get a review and I'm not sure why. I waited because I thought we just had one chance to review and I wanted to see what she had to say. I originally posted on this site about this issue!
Trudi
Like
Alex
Alexa year ago
You won't be shown the other persons review until you write and submit your review for them. If you don't review at all, then their review will only show up after it's too late for you to write one. This is to prevent retaliatory reviews. Just be honest, and if a guest is terrible, say it so that future hosts can avoid this person.
Like 2 replies•3 likes
Shane in SF
Shane in SFa year ago
This screwed me before. I didn't write a review
Shane in SF
Shane in SFa year ago
Of a bad guest, yet had theirs posted ...
Trudi
Trudia year ago
Alex, OK, I get it. What if neither of us review each other. This is the feeling I'm getting.
Thanks.
Like
Ken
Ken a year ago
Trudi, If neither of you review each other, then you will not be able to warn the other hosts of a potential bad situation. I still think the words "not the best fit for our offerings" (our lodging, our house rules, whatever) in there somewhere is a good hint to other hosts, and you don't have to trash the guest to do it.
Like 1 like
Keith
Keitha year ago
This is a double edged sword. Your future guests may read your reviews. If they don't like what you say about other people they may not stay there. However...I feel there is a responsibility to other hosts to let us know of potential problem guests. I hosted someone who had many stays but no reviews. Had only one of those previous hosts said something it would have saved a lot of frustration. Some people just shouldnt be home sharing guests and its important for them to know as well as other hosts. I've had bad hosts as well. People seem perfectly willing to review a bad host but not willing to honest pub review a bad guest..doesn't make sense to me. Reviews help people improve and know be herb they're doing well too.
Like
Trudi
Trudia year ago
You're right Keith. Given that I have reviewed 99.9% of my guests, I think this one exception is reasonable and I can say publically here that this guest was fine. And, I'm sure other than her freaking out a bit about being bit by fleas (who wouldn't?) that I would have received a positive review from her given all the help I gave her getting around, etc. I want my guests to be happy and comfortable. Iif I just don't like them for whatever reason, I don't interact with them as much. This girl was extremely busy studying to be a Dr. so perhaps she just put the review on the back burner & forgot about it. That's what I think. There's really no harm done in this particular situation if neither of us reviewed each other. There is nothing I needed to warn anyone about.
Like
Ken
Ken a year ago
Trudi,
One thing that came up at the conference that I liked was to have a "sorry" gift ready; one person had a bottle of champagne. I think I will have wine with some kind of decorative chocolate gift available (I found a great bottle of Pinot for $9.00 on sale, and will look for perhaps a small sees box). When a fellow in Australia (had several listings) had a water pipe break, he put the guest up in hotel at his expense and still gave him a token gift. He ended up with a great review. Just thoughts. . .
K.
Like 1 like
Trudi
Trudia year ago
I had already spend a lot of money resolving the situation (new bedding, dry cleaning, etc) that I didn't even think of a gift. Maybe I should have. BUT, after she sent me pictures of the bites on her body (yes pictures) from where she worked it was mutually disturbing. As an option, I offered her full refund if that's what she chose and I'd help her look for another place to live for the rest of the month. She didn't like that option; she was to busy, etc. So she stayed and the problem was resolved. I felt it was a generous offer though.
Like
Ken
Ken a year ago
sometimes the offer is all it takes.