05/11/2023
I recently got a 1 star review from a spiteful guest who was damaged our sink and got snotty when we had to charge for damages. I appreciate as a platform because even if she hadn’t paid, they would have covered the damages under the Host Guarantee. Not the same on other platforms, where I have experienced having to take the loss when people used fake credit cards, as well as for unpaid damages.
On top of that, I requested they remove the review - pointing to our messages where she was perfectly pleased with the unit until I notified her of damages. As long as you can prove your case, they work with you. Review was removed, and my most recent guest had this to say….
I feel vindicated and validated. I work hard to ensure a very clean apartment for my guests, and I love seeing things like “impeccably clean”. When I noticed my reviews were great, but sometimes I was getting 4s in communication - I started utilizing automated messages to send check in instructions the day before, a check in message a couple hours after check in, and a well wishing message with check out instruction reminders. This boosted my ratings instantly. You have to check in with guests! Sometimes they won’t ask and they’ll leave a bad review for something they thought wasn’t there but they also didn’t ask.
Reviews like this are proof that my hard work and attention to feedback is recognized!
Airbnb is a great platform with the best tools, and they have your back as a host. I’ve talked with people with rentals who don’t want to give airbnb any cuts. I don’t mind paying fees at ALL when they do most of the heavy lifting and they bring me vetted guests and handle all the BS. I need more of my businesses to run like this. Tight structure with dope tools and ease of use? Worth it every day of the week.
