Airbnb Host and Investors Forum General Advice « Previous 1 2 3 4 5 6 … 9 Next » A Short Term Rental (STR) Forum Community

[nancy3370]

We just had a guest leave us an unexpected 3 star review because we heard nothing really negative from them during their stay. In their review they list a couple things that are false that have to do with the location and that the place “looks old” (we are reasonably priced and the photos are very accurate and nowhere are we trying to portray ourselves as a luxury resort). I'm wondering if it's possible to get the review removed based on that alone if I contact Airbnb and state that problems in the review should be covered in the listing?

[timapple]

I really don't get the "location" rating. The places are exactly where I say they are, guests can see a small circle on a map on the listing that shows them the approximate location of the property. With a couple of clicks they can be on street view looking around the area.

I’m not sure this is a case to have Airbnb remove based on the info you provided. Instead, I would reply back with a nice and gracious response along the lines of “thank you for the feedback, while we are not a luxury new property we strive in providing our guests with a value-minded stay”.

[baccaratking]

Respond professionally and tactfully to the review. Point out the callouts that you disagree with or are covered in your listing. On the rare occasion I’ve had a review like the one you’ve described, I start my review response with, “Thank you for your stay with us - As stated in our listing _______”. If someone books a hotel, they understand what they are getting if they book at Motel 6 vs Ritz Carlton. There’s no excuse not to give the listing at least a cursory reading or look at the pictures. All the best to you.

[ChrisFromTheOC]

While I understand anyone can and should pull up the address on Google maps to understand the location, to me the location rating is "was it accurately described". As in, if the unit described as within easy walking distance of X, is it a pleasant 10 minute walk, or a half hour trek on a busy road with no sidewalk? If it's described as on a quiet street and then you have the sound of street takeovers every night or sirens because you have a hospital nearby, that doesn’t seem very accurate. In my listing, I notate that I am minutes away from shopping, restaurants, but I’m also very clear that it’s not walkable. Also, remember that before a guest books your property they don't have the exact address to verify on google maps so it's important to describe as accurately as possible.

[MojaveFlyer]

In my opinion people are spending way too much effort and sleep trying to clean up the reviews. It will all average out over time if your property is truly a "5 star" property...

[JohnL]

Just reply with nice comments back to all your reviews thanking them for their stay and feedback, etc etc. I always read through the reviews and replies when I book and it's always clear when there are the "outlier" Karen comments and I just look past it. Like others have said, the reviews will average out overtime.

[mayojohn]

We successfully got one removed in January but the guest clearly had retaliation in the review and accompanying messages on the platform so I made it easy for us. We also documented rule and safety violations to Airbnb in real time. Your situation is harder.