Post by High Priestess on Jun 3, 2016 23:06:24 GMT
David
www.airbnb.com/groups/content/content-123878
Retaliating against the retaliators.
Guest messaged: 'enjoyed stay, thanks for hosting us' ; then followed up 'trust everything was smooth with our check out?' This kind of got me worried, and on checking property there was damage and lots of mess.
So filed claim and of course guest was now pre warned and left a scathing, malicious and retaliatory review. Galled by this, as host slated me personally, but happily drank all my beers! (of course there for guests to drink, but wish I had labelled them 'decent guests only' .
Airbnb took 2 weeks, but awarded in my favour and deducted from guest's security deposit. But they would not remove the retaliatory review.
To be honest, not very happy with that. I have stopped using Airbnb to travel (making a small stand to not give them all my $$). Just warn down by their policies and the corporate machine mentality and the host / guest imbalance.
So after a year of loyalty and 100% commitment, now listing on other platforms and actively trying to make them work. 24 hrs after receiving the 'cannot remove review' from Airbnb just received an 18 day booking from another platform. Of course it can still get cancelled, and I am not conceited enough to believe my actions will make even a miniscule jot of difference to Airbnb
As if they need to care, with how many hosts there are in London now, lol. But it made me feel good... but also sad, as until recently, I was such an advocate of Airbnb .
Have other hosts received retaliatory reviews? If so does it deter you from claiming for incidental damage? Or change how you handle reviews yourself?
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Chantelle & Lance
Chantelle & Lancea year ago
Just read the review, which by now has other GREAT reviews to hide it. It sounds more like he's being vengeful and sulking and as a traveller myself I wouldn't think much of his review. UUMM of COURSE one should turn off the heater when leaving for the day and it's common courtesy to not wear shoes in the house.
What a weirdo haha.
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David
Davida year ago
thank you very much for the reassurance. the review shook me up to be honest , thinking am I totally unreasonable and over demanding. Am I turning into a 'diva host' ha, ha. But thinking rationally I would never take issue being asked to turn heater off, if going out for the day... 'Some you win' and all that.... But thank you, good to see it from another host/guest's perspective.
Maxine
Maxinea year ago
Its not too bad David & I think shows him in bad light more than you. Sounds like he disrespected your place & at least with the review in place other hosts can be wary. The rest of your excellent reviews make his pale into insignificance.
On the matter of Airbnb poor treatment of Hosts , sadly its a growing group of once great advocates & ambassadors turning away.
When will Airbnb realise that without hosts they don't have a business!
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David
Davida year ago
Many thanks Maxine, have been following your thoughts on many threads and totally agree with you. I received the standard cookie cutter reply email, cut and paste, advising me to leave a response to the review; happy clappy rubbish about my amazing hosting. Proof they had not even looked at my case, as I left a response to the guest review immediately. It is a shame, but Airbnb are just so large now, they have many, many other hosts to take our place. who toe the cult-like party line.
Leigh
Leigha year ago
Tina and Peter
Tina and Petera year ago
It hasn't happened to me jet. But airbnb is too guest oriented. I think their logic is that since they are the ones that spend $ they should make them happy first. And hosts are collateral damage. By doing this they are maximizing profit on the short term, but also losing their best hosts. It could mean they will be surpassed by other platforms because other platforms will have better accomodation and hosts in the long run. By the time airbnb realizes this it could be too late.
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Leigh
Leigha year ago
Yep totally agree - hosts are not taken care of but treated like the fools who are stupid enough to own property.
David
Davida year ago
Excellent point. that sums up exactly how I feel: 'collateral damage'
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Leigh
Leigha year ago
Rick
Ricka year ago
That was a "scathing", "malicious " review?? Hardly. Retaliatory, perhaps-- but already buried under more recent glowing reviews. What I took away from it was that he was miffed about having to remove his shoes & probably did do some minor damage (50 pounds for scuffed floors??-- I'm sure there was more to it than that!). But you left no response to his review?? Why is that?? I know some hosts think that draws more attention to the negative review, but I feel that it also adds some context & perspective ("guest obviously upset about having to cover damage he caused to flat"-- would have been sufficient )
And all this about using other sites, etc-- in my mind, there aren't any (or very few indeed) that do anything like the overall job, service & platform that airbnb provides ( admittedly, I'm fairly satisfied & don't look around much). It looks like you have many listings & I'm sure earn a pretty penny thru airbnb. Does this experience really color your opinion that much??!! Because they won't remove a less than perfect review??
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David
Davida year ago
Rick, You may be looking on the app or something, but I left a response to his review immediately? And in my initial direct review I mentioned the claim for damaged floors.
I think it is good Rick that you have great experiences with Airbnb. I have not, and so my views may be shaped by that. I have been hosting for a year and with 3 properties / 7 rooms, perhaps have a proportionally higher ratio of guests than some hosts? And unfortunately had more issues. Especially as we have a lot of 2 night stays. So I have had to deal with CX on numerous occasions. My views are not based on one incident.
My issue is not to remove a less than perfect review, it is that it makes putting claims in problematic, as a guest in retaliation - once they know a claim has been submitted - can totally alter their review. I am not necessarily bothered by the review, I am bothered by the hit my rankings took.
As regards the money I make via Airbnb, yep agree, BUT I offer a 100% committed service and try to go out of my way to meet the needs of guests. Reflected in only 2 negative reviews out of 120+. And Airbnb earns a few £s out of my efforts, so it is not a 2 way street? * Plus bonus for them, no toilets to scrub. But i'm under no illusions as I have stated, there are thousands of hosts offering great service in London. If I move on, no big deal, many more will take my place.
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Rick
Ricka year ago
quite right, David, I was on the app & your response didn't show up...I see it now....more lengthy & in more detail than I would have provided...but I think most people will see that the problem was HIS & not yours... I too have multiple listings & am only now moving towards a 3 night minimum (from a current 2 night minimum)....I've been hosting for almost 5 years now &, honestly, have only had to use CX a handful of times...I'm sorry your experience has been a bit "contentious" it seems with the folks at Airbnb...& while they aren't the only game in town, they seem to be (at least to me)...the best run of the lot....If you have suggestions of a BETTER site that provides excellent service at a cost of 3%...please enlighten us... I really don't obsess too much about my rankings or superhost (email hidden) long as the reservations keep rolling in...
Rick
Ricka year ago
Oh...also, I see the guest was from the US....we aren't used to turning off the heat whenever we leave a place...so I'm sure reminders are needed for Americans...----like a sign posted over the entry---"TURN OFF THE HEAT WHEN LEAVING"---honestly, I'd forget to do it otherwise..
David
Davida year ago
Good points Rick. Learning curve every day doing this. Finding some nice guests coming off FlipKey same 3% - lots of US guests, & had very good experiences with visitors from US, also started using HolidayLettings, again 3% and they are both part of TripAdvisor. I was the most huge fan of Airbnb, the reason all my listings are with them, but I feel it is prudent to not rely on them for all my bookings now.... we will see how it goes..
Christina
Christinaa year ago
I am American and ask the guest to turn off/down the heat when leaving, but few do and most of my guests are European and Asian.
Christina
Christinaa year ago
That review was NOT terrible. He had good things to say and mentioned what he had issue with. It's a balanced review, but i know personally it is hard to hear anything negative especially when most reviews are glowing.
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Deborah
Deboraha year ago
I would agree with Rick and Christina, I see the review as critical but not malicious, and at least he didn't lie or exaggerate. I believe that people reading this review will see him as someone who didn't like being told to take off his shoes or turn off the heat,( and the fact that he scuffed the floor indicates both that he didn't remove his shoes AND demonstrates why the no-shoes rule exists!) and I think he will be perceived by those reading this review as a disrespectful clod. Sometimes guests do themselves in by their own reviews. Decent guests have an understanding of why there are rules, and why shoes should be removed or heat not left on all day, and you want decent guests, so in a way it's good to broadcast, as the review and your response do, that the bad ones will be called out.
Unfortunately, I don't see a way that Airbnb as a company can entirely prevent "retaliatory reviews" by guests or retaliatory ratings. Having the blind review system helps at least in that the guest can't then retaliate against your review of them, but they can easily retaliate against anything else -- - your rules, which they agreed to in advance, then violated, and felt irked that you told them not to violate the rules -- your limits, if you articulated them in advance and yet they expected they could demand more of you, more of your time or energy or favors or whatever -- and even your location or your city, if they have a bad experience across town and want to blame it on you in their review. Guests can be irrational and vindictive may not have much investment, as they may not use Airbnb much and don't have a reputation to have to protect. I don't necessarily see that as a fault of Airbnb but rather a fact of life, that we just have to work around to the best of our ability.
I do think busy hosts like yourself have a great advantage in that any negative or critical reviews will quickly get buried among the good ones, and also appear the tiny minority, compared to all the good ones. Compare that to the situation of a guest who may only have one review, and that a negative one. I had to do a critical review of a guest recently, the first ever critical review I had to do,and he only has 2 reviews total. So mine is going to weigh heavily on his chances of being able to use Airbnb ever again in the future. And that's a power that hosts have far more than guests do.
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Deborah
Deboraha year ago
ANd I had a guest inquire yesterday, about staying in my place, and her only existing review was a negative one. I declined her request based on that review. And I am sure other hosts will also decline her based on that review and her inappropriate response to it.
David
Davida year ago
Interesting goin
Rick
Ricka year ago
Interesting point, Deborah---we do have some power as hosts with our reviews unlikely to be "buried" by positive ones for a guest
David
Davida year ago
sorry, tried to respond earlier by phone, hence the odd words above. Interesting points Deborah , to be honest had not thought of reviews in that way.
Nic and Rach
Nic and Racha year ago
David, You have 9 listings, 121 or so reviews, a Super Host, what more do you need ? you are a busy man one " not so good review" is not going to hurt your listings what matters most is how you are enjoying hosting and meeting different people from all over the world not unless you are just burned out and stress... Take a break if you will and I am sure if your goal is to earn income from hosting then I think you are doing a great job! Just let it go and focus more on the positive side and I am sure it out numbers the negative side. Just have fun ! and smile like how I see you in your picture profile ! : )
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David
Davida year ago
No longer hold superhost status, so yes retaliatory reviews most certainly do have an impact... Trying to see the positives of that, after a year of hard slog... No, sorry there is NOTHING making me smile about Airbnb at the moment. Majority of my guests, lovely people. Just had breakfast chatting away with one now. My issue is not with them. And money is nice, but never been a major motivator for me... If your airbnb experience is different, i am genuinely happy for you, but please accept that some hosts may have faced issue with this company that shape their views differently.
Ernie
Ernie a year ago
Firstly I'd like to urge you not to abandon hosting your spaces on Airbnb. We need strong, experienced and considerate hosts such as yourself representing the platform. I believe strongly that this type of host serves as and ambassador not only to home-sharing generally, but for Airbnb specifically which in turn benefits all of us. After all, when a first time user comes to one of your listings or to my listings and has an exceptional experience, they are far more likely to use Airbnb in the future and all hosts and guests can benefit from this.
I agree with some of the other comments left by other contributors to this forum in that it seems to me (although I have not read the review in question) that any negative reviews are quickly buried by the numerous positive reviews and tend to cast a negative light on the reviewer rather than the host. You just cannot please everyone. I also believe that Airbnb has a policy problem that deters hosts from making legitimate claims for fear of retaliatory reviews. This is more likely to deter a claim for a smaller amount of money than a larger claim. This is problematic and and an imperfect policy. I believe that Airbnb can rectify this problem by making the following change to the current policy. For those situations in which a host has made a claim for damage against a security deposit and is awarded that damage by Airbnb (as was the case here), neither party should be able to leave a review. As this happens so infrequently, this will not serve to lessen the effectiveness of the review system. Alternatively, Airbnb can still require that claims are made within 48 hours, but can delay informing the guest of the claim until after the 14 day review period has lapsed such that the claim does not taint the guests review.
Any thoughts?
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Ernie
Ernie a year ago
One further comment: As I have now hosted well over 600 bookings in the past 18 months, I have learned something that has helped to keep my blood pressure low and to maintain a positive relationship with guests who may not be ideal or may be downright problematic guests. Rather than confronting a guest with a reminder of the house rule that he or she may be breaking or ignoring, as the case may be (unless it is so severely egregious that something absolutely must be said), I now tend to say nothing but leave a factually detailed review for the guest. I will say in the review, our house rule states: "state the house rule here." This guest violated this rule when he/she... This way, the guest will see what it was they did or did not do in the review, as will other hosts, but he or she will be much more likely to leave a positive or neutral review (or leave no review, as the case may be) yet, I will retain the upper hand in the situation by having the power to warn other hosts that this guest may not be as an attentive or considerate a guest as may be desired by another host in the future. Also, this will give the guest an opportunity to learn how to be a better guest should another host choose to host them in the future. Sometimes I get an apology note from the guest afterward.
David
Davida year ago
Many thanks for the supportive comments Ernest, it means a lot. I do host a very large proportion of 1st time users of Airbnb as I accept IB and do not require verification. And as have stated many times, it is the well reviewed guests who cause me the most issue. This guest was fully reviewed with 7 or so very good reviews. So yes, I try to offer all guests a great experience, perhaps in private feedback offer them a few tips on how they could perhaps be slightly more conscientious, etc. So I do feel I (in a small way) am contributing to the Airbnb greater cause. Personally believe that a guest who has caused damage with a claim in process, should not have the same 'rights' as the great guest who leaves a listing in perfect order. That is my issue. I am trying out other platforms as just not feeling so positive about Airbnb these days. Still remain here as have bookings into the summer, but it is a feeling that has been building and compounded by several problematic encounters with CX. Thank you once again Ernest.
Stan & Maggie
Stan & Maggiea year ago
Oh David I hear you! Much the same feeling for somewhat different reasons!
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David
Davida year ago
Thank you. The final kick in the teeth for me was official conformation email I received this morning, informing me that I have lost Superhost status. So yes these retaliatory reviews do have an impact...
Julia
Juliaa year ago
David, sorry to hear this. Please keep in touch via these forums, your input has been valuable and informative. The recent changes by Airbnb certainly seem to show the absolute bias towards guests, and I feel, the guest base has altered tremendously to the point that the original ethos of airbnb has all but disappeared. It was new and exciting with guests and hosts all "in the same boat", now guests seem more entitled and hosts much less respected. Just wish airbnb would take on the mantra "No Hosts = No Guests". If there was another decent site for Hands on Hosts like myself, I would most certainly give it a try. It's a shame.
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David
Davida year ago
Thank you very much Julia, I appreciate your kind words. Will still be around for sure, as learn a great deal from these forums.
Tina and Peter
Tina and Petera year ago
David, try no to take it personally. I know it's hard because your place is a part of you, probably designed & decorated by you etc. Try looking at it as a business. Not in your attitude towards guests, you should still be open, but in regards to bad things that can and will happen. You know how they say... First cut is the deepest. :-) Hope things work out for you with insurance.
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David
Davida year ago
No Tina & Peter, that is honestly not it, I was a traditional landlord for years and had to evict tenants using a court order and bailiffs. I could wright a book on bad things that have happened. I do not dwell on them. To me it is a business. It is only one property in particular that is causing particular issue, we have dropped to 4 stars, all the other listings are 5. the main problem is location and value. And just lost Superhost status because of this. My issue is with Airbnb. I think it is ok to have issue with them, other hosts are having a totally positive experience and that is great, but I am not. But as stated I am taking control of situation, and receiving bookings from other platforms.
David
Davida year ago
*write.
Tina and Peter
Tina and Petera year ago
Thank you for explaining.
The biggest problem with airbnb. And the biggest problem airbnb has is not having a way of reviewing cases, they don't offer any way to appeal.
They treat everybody the same, with a sledge hammer. :-)
We had a russian lady, who wanted to go outside airbnb for longer period of time. And it is all documented in our airbnb inbox.
We declined her / did not answer and airbnb penalized us for it. And up until lately their staff told us we could decline anyone without affect on our rankings. They changed this policy without telling anyone first.
We tried to appeal, they don't even have a way of doing this. I understand that they want to have as few staff employed as possible, but cost to benefit ratio is, I am sure in favor of having an option of appeal.
Airbnb is in this matter like Kafka's Process. It's a machine.
And since they are trying to build a community, it shouldn't be like this. Up until they have this option they will be(come) just another rental platform.
The image they have as a sharing economy's poster child is priceless for marketing, if they lose that, they are just like any other business.
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David
Davida year ago
Yes I absolutely agree with you. I was actually chatting with CX and they explained so much of their time is spent appeasing guests. Guests with issue of payment decline, who are furious their deposit has not been returned, and the whole verification process, which apparently causes untold issues. The Airbnb representative was great, a senior member and very honest and forthcoming. She said when enough people complain, it gets flagged and passed on up to the powers that be! So hopefully some of the main issues we see repeatedly addressed on these forums will eventually be actioned... Lets hope anyway. Thank you for your time in responding to this thread, really great points you make.
Deborah
www.airbnb.com/groups/content/content-123878
Retaliating against the retaliators.
Guest messaged: 'enjoyed stay, thanks for hosting us' ; then followed up 'trust everything was smooth with our check out?' This kind of got me worried, and on checking property there was damage and lots of mess.
So filed claim and of course guest was now pre warned and left a scathing, malicious and retaliatory review. Galled by this, as host slated me personally, but happily drank all my beers! (of course there for guests to drink, but wish I had labelled them 'decent guests only' .
Airbnb took 2 weeks, but awarded in my favour and deducted from guest's security deposit. But they would not remove the retaliatory review.
To be honest, not very happy with that. I have stopped using Airbnb to travel (making a small stand to not give them all my $$). Just warn down by their policies and the corporate machine mentality and the host / guest imbalance.
So after a year of loyalty and 100% commitment, now listing on other platforms and actively trying to make them work. 24 hrs after receiving the 'cannot remove review' from Airbnb just received an 18 day booking from another platform. Of course it can still get cancelled, and I am not conceited enough to believe my actions will make even a miniscule jot of difference to Airbnb
As if they need to care, with how many hosts there are in London now, lol. But it made me feel good... but also sad, as until recently, I was such an advocate of Airbnb . Have other hosts received retaliatory reviews? If so does it deter you from claiming for incidental damage? Or change how you handle reviews yourself?
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Chantelle & Lance
Chantelle & Lancea year ago
Just read the review, which by now has other GREAT reviews to hide it. It sounds more like he's being vengeful and sulking and as a traveller myself I wouldn't think much of his review. UUMM of COURSE one should turn off the heater when leaving for the day and it's common courtesy to not wear shoes in the house.
What a weirdo haha.
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David
Davida year ago
thank you very much for the reassurance. the review shook me up to be honest , thinking am I totally unreasonable and over demanding. Am I turning into a 'diva host' ha, ha. But thinking rationally I would never take issue being asked to turn heater off, if going out for the day... 'Some you win' and all that.... But thank you, good to see it from another host/guest's perspective.
Maxine
Maxinea year ago
Its not too bad David & I think shows him in bad light more than you. Sounds like he disrespected your place & at least with the review in place other hosts can be wary. The rest of your excellent reviews make his pale into insignificance.
On the matter of Airbnb poor treatment of Hosts , sadly its a growing group of once great advocates & ambassadors turning away.
When will Airbnb realise that without hosts they don't have a business!
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David
Davida year ago
Many thanks Maxine, have been following your thoughts on many threads and totally agree with you. I received the standard cookie cutter reply email, cut and paste, advising me to leave a response to the review; happy clappy rubbish about my amazing hosting. Proof they had not even looked at my case, as I left a response to the guest review immediately. It is a shame, but Airbnb are just so large now, they have many, many other hosts to take our place. who toe the cult-like party line.
Leigh
Leigha year ago
Tina and Peter
Tina and Petera year ago
It hasn't happened to me jet. But airbnb is too guest oriented. I think their logic is that since they are the ones that spend $ they should make them happy first. And hosts are collateral damage. By doing this they are maximizing profit on the short term, but also losing their best hosts. It could mean they will be surpassed by other platforms because other platforms will have better accomodation and hosts in the long run. By the time airbnb realizes this it could be too late.
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Leigh
Leigha year ago
Yep totally agree - hosts are not taken care of but treated like the fools who are stupid enough to own property.
David
Davida year ago
Excellent point. that sums up exactly how I feel: 'collateral damage'
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Leigh
Leigha year ago
Rick
Ricka year ago
That was a "scathing", "malicious " review?? Hardly. Retaliatory, perhaps-- but already buried under more recent glowing reviews. What I took away from it was that he was miffed about having to remove his shoes & probably did do some minor damage (50 pounds for scuffed floors??-- I'm sure there was more to it than that!). But you left no response to his review?? Why is that?? I know some hosts think that draws more attention to the negative review, but I feel that it also adds some context & perspective ("guest obviously upset about having to cover damage he caused to flat"-- would have been sufficient )
And all this about using other sites, etc-- in my mind, there aren't any (or very few indeed) that do anything like the overall job, service & platform that airbnb provides ( admittedly, I'm fairly satisfied & don't look around much). It looks like you have many listings & I'm sure earn a pretty penny thru airbnb. Does this experience really color your opinion that much??!! Because they won't remove a less than perfect review??
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David
Davida year ago
Rick, You may be looking on the app or something, but I left a response to his review immediately? And in my initial direct review I mentioned the claim for damaged floors.
I think it is good Rick that you have great experiences with Airbnb. I have not, and so my views may be shaped by that. I have been hosting for a year and with 3 properties / 7 rooms, perhaps have a proportionally higher ratio of guests than some hosts? And unfortunately had more issues. Especially as we have a lot of 2 night stays. So I have had to deal with CX on numerous occasions. My views are not based on one incident.
My issue is not to remove a less than perfect review, it is that it makes putting claims in problematic, as a guest in retaliation - once they know a claim has been submitted - can totally alter their review. I am not necessarily bothered by the review, I am bothered by the hit my rankings took.
As regards the money I make via Airbnb, yep agree, BUT I offer a 100% committed service and try to go out of my way to meet the needs of guests. Reflected in only 2 negative reviews out of 120+. And Airbnb earns a few £s out of my efforts, so it is not a 2 way street? * Plus bonus for them, no toilets to scrub. But i'm under no illusions as I have stated, there are thousands of hosts offering great service in London. If I move on, no big deal, many more will take my place.
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Rick
Ricka year ago
quite right, David, I was on the app & your response didn't show up...I see it now....more lengthy & in more detail than I would have provided...but I think most people will see that the problem was HIS & not yours... I too have multiple listings & am only now moving towards a 3 night minimum (from a current 2 night minimum)....I've been hosting for almost 5 years now &, honestly, have only had to use CX a handful of times...I'm sorry your experience has been a bit "contentious" it seems with the folks at Airbnb...& while they aren't the only game in town, they seem to be (at least to me)...the best run of the lot....If you have suggestions of a BETTER site that provides excellent service at a cost of 3%...please enlighten us... I really don't obsess too much about my rankings or superhost (email hidden) long as the reservations keep rolling in...
Rick
Ricka year ago
Oh...also, I see the guest was from the US....we aren't used to turning off the heat whenever we leave a place...so I'm sure reminders are needed for Americans...----like a sign posted over the entry---"TURN OFF THE HEAT WHEN LEAVING"---honestly, I'd forget to do it otherwise..
David
Davida year ago
Good points Rick. Learning curve every day doing this. Finding some nice guests coming off FlipKey same 3% - lots of US guests, & had very good experiences with visitors from US, also started using HolidayLettings, again 3% and they are both part of TripAdvisor. I was the most huge fan of Airbnb, the reason all my listings are with them, but I feel it is prudent to not rely on them for all my bookings now.... we will see how it goes..
Christina
Christinaa year ago
I am American and ask the guest to turn off/down the heat when leaving, but few do and most of my guests are European and Asian.
Christina
Christinaa year ago
That review was NOT terrible. He had good things to say and mentioned what he had issue with. It's a balanced review, but i know personally it is hard to hear anything negative especially when most reviews are glowing.
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Deborah
Deboraha year ago
I would agree with Rick and Christina, I see the review as critical but not malicious, and at least he didn't lie or exaggerate. I believe that people reading this review will see him as someone who didn't like being told to take off his shoes or turn off the heat,( and the fact that he scuffed the floor indicates both that he didn't remove his shoes AND demonstrates why the no-shoes rule exists!) and I think he will be perceived by those reading this review as a disrespectful clod. Sometimes guests do themselves in by their own reviews. Decent guests have an understanding of why there are rules, and why shoes should be removed or heat not left on all day, and you want decent guests, so in a way it's good to broadcast, as the review and your response do, that the bad ones will be called out.
Unfortunately, I don't see a way that Airbnb as a company can entirely prevent "retaliatory reviews" by guests or retaliatory ratings. Having the blind review system helps at least in that the guest can't then retaliate against your review of them, but they can easily retaliate against anything else -- - your rules, which they agreed to in advance, then violated, and felt irked that you told them not to violate the rules -- your limits, if you articulated them in advance and yet they expected they could demand more of you, more of your time or energy or favors or whatever -- and even your location or your city, if they have a bad experience across town and want to blame it on you in their review. Guests can be irrational and vindictive may not have much investment, as they may not use Airbnb much and don't have a reputation to have to protect. I don't necessarily see that as a fault of Airbnb but rather a fact of life, that we just have to work around to the best of our ability.
I do think busy hosts like yourself have a great advantage in that any negative or critical reviews will quickly get buried among the good ones, and also appear the tiny minority, compared to all the good ones. Compare that to the situation of a guest who may only have one review, and that a negative one. I had to do a critical review of a guest recently, the first ever critical review I had to do,and he only has 2 reviews total. So mine is going to weigh heavily on his chances of being able to use Airbnb ever again in the future. And that's a power that hosts have far more than guests do.
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Deborah
Deboraha year ago
ANd I had a guest inquire yesterday, about staying in my place, and her only existing review was a negative one. I declined her request based on that review. And I am sure other hosts will also decline her based on that review and her inappropriate response to it.
David
Davida year ago
Interesting goin
Rick
Ricka year ago
Interesting point, Deborah---we do have some power as hosts with our reviews unlikely to be "buried" by positive ones for a guest
David
Davida year ago
sorry, tried to respond earlier by phone, hence the odd words above. Interesting points Deborah , to be honest had not thought of reviews in that way.
Nic and Rach
Nic and Racha year ago
David, You have 9 listings, 121 or so reviews, a Super Host, what more do you need ? you are a busy man one " not so good review" is not going to hurt your listings what matters most is how you are enjoying hosting and meeting different people from all over the world not unless you are just burned out and stress... Take a break if you will and I am sure if your goal is to earn income from hosting then I think you are doing a great job! Just let it go and focus more on the positive side and I am sure it out numbers the negative side. Just have fun ! and smile like how I see you in your picture profile ! : )
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David
Davida year ago
No longer hold superhost status, so yes retaliatory reviews most certainly do have an impact... Trying to see the positives of that, after a year of hard slog... No, sorry there is NOTHING making me smile about Airbnb at the moment. Majority of my guests, lovely people. Just had breakfast chatting away with one now. My issue is not with them. And money is nice, but never been a major motivator for me... If your airbnb experience is different, i am genuinely happy for you, but please accept that some hosts may have faced issue with this company that shape their views differently.
Ernie
Ernie a year ago
Firstly I'd like to urge you not to abandon hosting your spaces on Airbnb. We need strong, experienced and considerate hosts such as yourself representing the platform. I believe strongly that this type of host serves as and ambassador not only to home-sharing generally, but for Airbnb specifically which in turn benefits all of us. After all, when a first time user comes to one of your listings or to my listings and has an exceptional experience, they are far more likely to use Airbnb in the future and all hosts and guests can benefit from this.
I agree with some of the other comments left by other contributors to this forum in that it seems to me (although I have not read the review in question) that any negative reviews are quickly buried by the numerous positive reviews and tend to cast a negative light on the reviewer rather than the host. You just cannot please everyone. I also believe that Airbnb has a policy problem that deters hosts from making legitimate claims for fear of retaliatory reviews. This is more likely to deter a claim for a smaller amount of money than a larger claim. This is problematic and and an imperfect policy. I believe that Airbnb can rectify this problem by making the following change to the current policy. For those situations in which a host has made a claim for damage against a security deposit and is awarded that damage by Airbnb (as was the case here), neither party should be able to leave a review. As this happens so infrequently, this will not serve to lessen the effectiveness of the review system. Alternatively, Airbnb can still require that claims are made within 48 hours, but can delay informing the guest of the claim until after the 14 day review period has lapsed such that the claim does not taint the guests review.
Any thoughts?
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Ernie
Ernie a year ago
One further comment: As I have now hosted well over 600 bookings in the past 18 months, I have learned something that has helped to keep my blood pressure low and to maintain a positive relationship with guests who may not be ideal or may be downright problematic guests. Rather than confronting a guest with a reminder of the house rule that he or she may be breaking or ignoring, as the case may be (unless it is so severely egregious that something absolutely must be said), I now tend to say nothing but leave a factually detailed review for the guest. I will say in the review, our house rule states: "state the house rule here." This guest violated this rule when he/she... This way, the guest will see what it was they did or did not do in the review, as will other hosts, but he or she will be much more likely to leave a positive or neutral review (or leave no review, as the case may be) yet, I will retain the upper hand in the situation by having the power to warn other hosts that this guest may not be as an attentive or considerate a guest as may be desired by another host in the future. Also, this will give the guest an opportunity to learn how to be a better guest should another host choose to host them in the future. Sometimes I get an apology note from the guest afterward.
David
Davida year ago
Many thanks for the supportive comments Ernest, it means a lot. I do host a very large proportion of 1st time users of Airbnb as I accept IB and do not require verification. And as have stated many times, it is the well reviewed guests who cause me the most issue. This guest was fully reviewed with 7 or so very good reviews. So yes, I try to offer all guests a great experience, perhaps in private feedback offer them a few tips on how they could perhaps be slightly more conscientious, etc. So I do feel I (in a small way) am contributing to the Airbnb greater cause. Personally believe that a guest who has caused damage with a claim in process, should not have the same 'rights' as the great guest who leaves a listing in perfect order. That is my issue. I am trying out other platforms as just not feeling so positive about Airbnb these days. Still remain here as have bookings into the summer, but it is a feeling that has been building and compounded by several problematic encounters with CX. Thank you once again Ernest.
Stan & Maggie
Stan & Maggiea year ago
Oh David I hear you! Much the same feeling for somewhat different reasons!
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David
Davida year ago
Thank you. The final kick in the teeth for me was official conformation email I received this morning, informing me that I have lost Superhost status. So yes these retaliatory reviews do have an impact...
Julia
Juliaa year ago
David, sorry to hear this. Please keep in touch via these forums, your input has been valuable and informative. The recent changes by Airbnb certainly seem to show the absolute bias towards guests, and I feel, the guest base has altered tremendously to the point that the original ethos of airbnb has all but disappeared. It was new and exciting with guests and hosts all "in the same boat", now guests seem more entitled and hosts much less respected. Just wish airbnb would take on the mantra "No Hosts = No Guests". If there was another decent site for Hands on Hosts like myself, I would most certainly give it a try. It's a shame.
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David
Davida year ago
Thank you very much Julia, I appreciate your kind words. Will still be around for sure, as learn a great deal from these forums.
Tina and Peter
Tina and Petera year ago
David, try no to take it personally. I know it's hard because your place is a part of you, probably designed & decorated by you etc. Try looking at it as a business. Not in your attitude towards guests, you should still be open, but in regards to bad things that can and will happen. You know how they say... First cut is the deepest. :-) Hope things work out for you with insurance.
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David
Davida year ago
No Tina & Peter, that is honestly not it, I was a traditional landlord for years and had to evict tenants using a court order and bailiffs. I could wright a book on bad things that have happened. I do not dwell on them. To me it is a business. It is only one property in particular that is causing particular issue, we have dropped to 4 stars, all the other listings are 5. the main problem is location and value. And just lost Superhost status because of this. My issue is with Airbnb. I think it is ok to have issue with them, other hosts are having a totally positive experience and that is great, but I am not. But as stated I am taking control of situation, and receiving bookings from other platforms.
David
Davida year ago
*write.
Tina and Peter
Tina and Petera year ago
Thank you for explaining.
The biggest problem with airbnb. And the biggest problem airbnb has is not having a way of reviewing cases, they don't offer any way to appeal.
They treat everybody the same, with a sledge hammer. :-)
We had a russian lady, who wanted to go outside airbnb for longer period of time. And it is all documented in our airbnb inbox.
We declined her / did not answer and airbnb penalized us for it. And up until lately their staff told us we could decline anyone without affect on our rankings. They changed this policy without telling anyone first.
We tried to appeal, they don't even have a way of doing this. I understand that they want to have as few staff employed as possible, but cost to benefit ratio is, I am sure in favor of having an option of appeal.
Airbnb is in this matter like Kafka's Process. It's a machine.
And since they are trying to build a community, it shouldn't be like this. Up until they have this option they will be(come) just another rental platform.
The image they have as a sharing economy's poster child is priceless for marketing, if they lose that, they are just like any other business.
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David
Davida year ago
Yes I absolutely agree with you. I was actually chatting with CX and they explained so much of their time is spent appeasing guests. Guests with issue of payment decline, who are furious their deposit has not been returned, and the whole verification process, which apparently causes untold issues. The Airbnb representative was great, a senior member and very honest and forthcoming. She said when enough people complain, it gets flagged and passed on up to the powers that be! So hopefully some of the main issues we see repeatedly addressed on these forums will eventually be actioned... Lets hope anyway. Thank you for your time in responding to this thread, really great points you make.
Deborah