13/04/2022
Going where angels fear to tread... let's talk reviews! A thorny subject at times, but they can have such an impact on a business, especially a small, independent one such as this.
You may have seen I've recently achieved Airbnb Superhost status. This is rightly based on guest reviews, as it reflects their experiences staying in a property. Reviews are intended to relate to the property itself and how a host handles communication from guests, whether that be recommendations for a good local restaurant, or help with something not working properly.
I failed to achieve Superhost previously because in some instances, the review system wasn't used for its' intended purpose. For example, a family stayed last autumn and called me to say they were unable to gain access. I jumped in the car, set off to help and received another call en route - they had been attempting to gain entry to the wrong house, in the wrong road! They admitted they had read the joining instructions, which specifically warns against this and explains how to identify the correct property (there are two roads with very similar names, but the properties look very different), yet had not taken note. They then marked the property down on check in experience!
Reviews such as this are disheartening, to say the least. Our job as hosts is to provide clear check in instructions, make our properties comfortable, inviting, clean and well-equipped and be available to provide information or other assistance during your stay. Receiving low-star reviews for issues beyond our control or indeed, in this case, based on a mistake made by the guests themselves, is so disappointing and has a knock-on effect on cumulative review star ratings, delaying Superhost status and making properties look less attractive to anyone seeking to book.
Please, when reviewing a stay in any holiday let, whoever you book through, bear in mind what it is you're reviewing and the effect on the owner when straying off-piste 😘
Many thanks to all my guests - past, present and future! It's been an amazing ride so far and I wouldn't be here without you all 💞