Post by High Priestess on May 30, 2016 4:57:44 GMT
Ros Fatihah shared on NHF Jan 2015
Expecting a very bad review
I've been reading here and learning a lot from this group. Now i have an issue. Things didn't go well with my guest and due to some misunderstanding, she called me greedy, dishonest woman with impeccable behaviour. She threatened to leave me a bad review. Everything was sorted out and she shortened her stay with partial refund. Still I imagine the review could be the worst in airbnb history. I flagged her message, I don't really know if its the right thing to do. And is the message good enough reason for me to ask airbnb to remove the review? Thanks in advance.
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Annette
Annettea year ago
If you have other, good reviews I wouldnt worry. I had a woman call me a b*tch last year, basically because she overslept and my cleaner woke her up (on checkout day). She left me the worst review on Tripadvisor but I have lots of other good reviews so future guests can see through that.
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Ros Fatihah
Ros Fatihaha year ago
Thanks Annette, my other reviews are good, not so worry about it. The thing is I don't like to think that it will appear at the top of other reviews. My subsequent two guests don't seem to be interested to leave theirs. But I will try yo get them to write.
Andrew
Andrewa year ago
If the guest canceled the reservation within the system to receive her partial refund, reviews won't be possible anyway. Otherwise, you have a few different courses of action here:
1. If the message thread contains a threat to leave a bad review unless you meet certain demands (refund, etc.) you can report it to Airbnb as an extortion attempt. Sometimes they remove reviews and ban guests for this reason.
2.If the review contains statements that you can prove are false, that can also be grounds for removal of the review.
3. If you get a bad review that doesn't break the rules, you can write a dignified response that will appear beneath it on the listing, bearing in mind that future guests will be your audience. And of course you must write a fair and honest review of the guest.
No matter which way it goes, there's no action you can really take until the review is published.
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Ros Fatihah
Ros Fatihaha year ago
Hi Andrew, thanks for you reply. I always enjoy reading your comments here. My guest altered her stay from 29 days to 12. I tried to get her moved sooner but to no avail. She used the system but I think its mostly done by the CX as I figured out she does not know how thinks work basically. This is how she ended up calling me that.
Ros Fatihah
Ros Fatihaha year ago
The CX said since she stayed at my place, she can leave a review. In her message, she was just very upset because I was given a choice to partial refund (based on negotiation) or enforce the existing longterm cancellation policy. And I chose the latter. I didn't know its actually the CX who did the alteration for her. She finally agreed to a lower refund. She already said she would leave a bad review when I was with her rectifying her problem in the house. I already mentioned that to CX, then another one on the conversation inbox that I flagged. I don't received any action taken by Airbnb for that. Maybe I should try make another report to them. But if the review is made public, I will follow the other 2 advice's accordingly. Thanks again, you've been very helpful.
Evelyn
Evelyna year ago
I once had a guest that actually called Airbnb to close my account. She left me a horrible review and I responded (not my best moment) It's live and on my reviews. Thankfully my guests saw this was a fluke and not the norm. But it was stressful time as the guest was here during the slow season and the review was on my first page for a while.
Like always Andrew's reco is spot on. If a bad review is given, you can provide write a DIGNIFIED response. You don't want to sound petty or take it personal. I know this is hard to do. Believe me I failed.
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Ros Fatihah
Ros Fatihaha year ago
Thanks Evelyn, that makes me feel better. I felt bad after the guest wrote "better luck next time" before leaving. Well, I finally wrote the review and faced hers. I have responded to that. Feel free to have a look at it, and tell me what you think. I waited till almost at the end of the 14-day limit to cool myself down. She sounds pretty decent in her comment, and I'm glad for that. But still not happy as she accused me of playing around with the refund without knowing that I have the right not to refund her at all. And star rating went down from 4.5 to 4.
Ros Fatihah
Ros Fatihaha year ago
And btw, Airbnb pushed my ad up after the cancellation and I subsequently have two bookings. Both by very good guests, and actually I make more money after deducting the refund .
Expecting a very bad review
I've been reading here and learning a lot from this group. Now i have an issue. Things didn't go well with my guest and due to some misunderstanding, she called me greedy, dishonest woman with impeccable behaviour. She threatened to leave me a bad review. Everything was sorted out and she shortened her stay with partial refund. Still I imagine the review could be the worst in airbnb history. I flagged her message, I don't really know if its the right thing to do. And is the message good enough reason for me to ask airbnb to remove the review? Thanks in advance.
4 comments
Follow
Like
Delete
Hide
Annette
Annettea year ago
If you have other, good reviews I wouldnt worry. I had a woman call me a b*tch last year, basically because she overslept and my cleaner woke her up (on checkout day). She left me the worst review on Tripadvisor but I have lots of other good reviews so future guests can see through that.
Reply Like 1 reply Delete
Ros Fatihah
Ros Fatihaha year ago
Thanks Annette, my other reviews are good, not so worry about it. The thing is I don't like to think that it will appear at the top of other reviews. My subsequent two guests don't seem to be interested to leave theirs. But I will try yo get them to write.
Andrew
Andrewa year ago
If the guest canceled the reservation within the system to receive her partial refund, reviews won't be possible anyway. Otherwise, you have a few different courses of action here:
1. If the message thread contains a threat to leave a bad review unless you meet certain demands (refund, etc.) you can report it to Airbnb as an extortion attempt. Sometimes they remove reviews and ban guests for this reason.
2.If the review contains statements that you can prove are false, that can also be grounds for removal of the review.
3. If you get a bad review that doesn't break the rules, you can write a dignified response that will appear beneath it on the listing, bearing in mind that future guests will be your audience. And of course you must write a fair and honest review of the guest.
No matter which way it goes, there's no action you can really take until the review is published.
Reply Like 2 replies•3 likes Delete
Ros Fatihah
Ros Fatihaha year ago
Hi Andrew, thanks for you reply. I always enjoy reading your comments here. My guest altered her stay from 29 days to 12. I tried to get her moved sooner but to no avail. She used the system but I think its mostly done by the CX as I figured out she does not know how thinks work basically. This is how she ended up calling me that.
Ros Fatihah
Ros Fatihaha year ago
The CX said since she stayed at my place, she can leave a review. In her message, she was just very upset because I was given a choice to partial refund (based on negotiation) or enforce the existing longterm cancellation policy. And I chose the latter. I didn't know its actually the CX who did the alteration for her. She finally agreed to a lower refund. She already said she would leave a bad review when I was with her rectifying her problem in the house. I already mentioned that to CX, then another one on the conversation inbox that I flagged. I don't received any action taken by Airbnb for that. Maybe I should try make another report to them. But if the review is made public, I will follow the other 2 advice's accordingly. Thanks again, you've been very helpful.
Evelyn
Evelyna year ago
I once had a guest that actually called Airbnb to close my account. She left me a horrible review and I responded (not my best moment) It's live and on my reviews. Thankfully my guests saw this was a fluke and not the norm. But it was stressful time as the guest was here during the slow season and the review was on my first page for a while.
Like always Andrew's reco is spot on. If a bad review is given, you can provide write a DIGNIFIED response. You don't want to sound petty or take it personal. I know this is hard to do. Believe me I failed.
Reply Like 1 reply•1 like Delete
Ros Fatihah
Ros Fatihaha year ago
Thanks Evelyn, that makes me feel better. I felt bad after the guest wrote "better luck next time" before leaving. Well, I finally wrote the review and faced hers. I have responded to that. Feel free to have a look at it, and tell me what you think. I waited till almost at the end of the 14-day limit to cool myself down. She sounds pretty decent in her comment, and I'm glad for that. But still not happy as she accused me of playing around with the refund without knowing that I have the right not to refund her at all. And star rating went down from 4.5 to 4.
Ros Fatihah
Ros Fatihaha year ago
And btw, Airbnb pushed my ad up after the cancellation and I subsequently have two bookings. Both by very good guests, and actually I make more money after deducting the refund .