Ridiculous reviews

We just got our first 4 star review for our Prahran airbnb (despite getting 5 stars in every category!) I realise 4 stars is still pretty decent but airbnb does slap you on the wrist (and can even cancel your listing) if you average 4 stars- so we are keen to get as many 5 stars as we can. For that reason, we always write to guests who give us less than 5 star reviews to seek any feedback so we can improve our listing- especially as we are in a different city, it's a way for us to identify issues we might otherwise miss as we don't see the property very often.

So anyway, our guest wrote back to our (friendly inquiring) message with the following reason:

... we ended up buying baking paper, glad wrap and olive oil from Coles. I think some foil and maybe a dish rack would’ve been helpful as well" (FYI, we have a dish rack)

Would you mark someone down for not having baking paper and glad wrap (i've personally never stayed in a hotel or SC apartment that has any of these)... and do any other fellow hosts have funny reasons guests have given for not giving 5 stars?

 

You probably got off lightly, Jodes. Anybody that would mark you down for not having those things would have really slapped you if there had been anything really amiss.
I can confirm my two places do not (and will not) have baking paper and may not have glad wrap.

 

I have noticed that quite a number of places now provide glad wrap, baking paper and aluminium foil I think it’s nice but not a reason for marking down. I left a place today that didn’t have a potato peeler (and none of the above) the peeler annoyed me and I left a friendly note for the owner but wouldn’t mark down for that.

 

It will self-right... if there are no bookings coming through, owners will drop their prices or stop short term letting altogether. But while the bookings are coming through, there is no need to discount the rates. But you need good reviews to attract the guests, hence good reviews are all important.

 

Nope.

Like every industry though - there are just some people that can never be pleased.

It's frustrating - but don't let it get to you. Onto the next guest!

Cheers

Jamie

 

@Depreciator a very good point! She was also the only one (out of 10+ guests who couldn’t follow our very comprehensive check in instructions) so lucky she didn’t mark us down for that!
@wylie we charge $95- $130ish a night for a 1 bedroom apartment in Prahran that can sleep up to 4 and $130-$160ish a night for a 2 bedroom apartment in St Kilda that can sleep up to 6- both have full size kitchens, renovations etc and at those prices are probably cheaper than a backpackers!

 

We used Air BnB in Hawaii. There was no kettle! I found that annoying. There wasn't any other 'goodies' provided either, which I don't really care about. I just looked at it as a "USA thing".

When we've stayed in Australia, I don't really recall there being baking paper, foil, or any other items like that. There's usually coffee, tea & biscuits. Sometimes some lollies. I wish there wasn't biscuits & lollies!

 

Hi Skater, now this is odd. Did you ask the host for one (a kettle)? I would think most hosts would oblige and happily provide one if asked, unless it was against the law.

 

I think there are guests who are not familiar with Airbnb's system and thinks 4 star is a good rating (but in fact it is not.)
Our very second guest, left me 5 stars in every single category but an overall 4 star. I don't think she wasn't happy about anything, as she left me a long private message thanking me. I think she is just not the type of person who gives 5 stars.
I once stayed in a four star hotel in Italy that doesn't have a kettle (and charges me 3 euros for a cup of hot water), and a three star hotel in Switzerland that doesn't have a kettle. Maybe it is an European thing? People who don't normally drink tea doesn't think a kettle is a necessity?

 

Bizarre that someone would give 5 stars in every category but 4 stars overall. Maybe they want to bring the property down?

 

I highly doubt it, it is her first Airbnb experience. She probably just think 4 star is good enough.

 

This is exactly what we had in this instance, and the worst one was our first guest for our St Kilda airbnb- 5 stars in every category and THREE stars overall !! (There was a party on one of the nights they were there and they weren't happy... not much we could do about that..)

 

@jodes @Gockie What do you think is the best way to proactively manage this risk of guests who are not familiar with the system and give less than 5 stars? (rather than guests who are genuinely not happy) Do you screen your guests?

 

@Ouchmyknees I've read about people who write in their welcome book or tell guests when they are checking in about how the airbnb rating system works but I don't want to be that "forward" and we don't meet most of our guests in person anyway. I don't think there is much you can do other than try and offer your guests the best possible experience and not dwell too much when you have someone that gives you a lower score for something out of your control (don't get me started on the "location" rating....

 

I'm not sure there is a way... I'd ideally get in touch with the guests after their first night to check if they are happy or have any questions (most of the time I get "oh, love your place" type comments). Not sure how to control star ratings people give but reach out and ask them if there is anything you can do to make their stay more comfortable so then you have a chance to fix them upfront.
Also if I do the clean and find everything is good, I'd tell them words along the lines via Airbnb, "Everything is great and thank you for staying and taking such good care of the place!" Then write a review. Hopefully they will reciprocate with kind words and a good review on their end too.

 

I wouldn't do that either, I don't want to give my guests the impression that I'm "begging" for a 5 star.