‍

The unpredictable world of Airbnb reviews

As an Airbnb host, you strive to create a pleasant experience for your guests, yet sometimes you might still receive a bad review for seemingly absurd reasons. Managing guest expectations is a challenging but crucial task to maintain high ratings and repeat bookings. Here are some unexpected reasons why you might lose a star, along with advice on how to avoid these situations.

1. Unclear house rules

Explicit communication of house rules is essential. If guests don't understand your expectations, it can lead to misunderstandings and negative reviews.

• Example situation: You list your property as a no-smoking zone. While you mean both inside and outside, a guest assumes it’s only indoors. When asked to stop smoking outside, they leave a bad review claiming unclear rules.
• Solution: Clearly outline house rules covering all scenarios, such as no smoking inside or outside, no extra guests, emptying bins, and washing dishes. This prevents misunderstanding and sets clear boundaries.

2. Allergy triggers

Air fresheners, old rugs, or certain plants can trigger allergies in sensitive guests, leading to discomfort and poor reviews.

• Example situation: A guest with allergies reacts to the air fresheners or dust mites from the old pillows and furniture.
• Solution: Consider hypoallergenic cleaning products and keep the property free of strong scents. Regularly clean and replace old carpets, upholstery, and bedding to minimise dust and allergens.

3. Slow response to queries

Prompt and efficient communication is key to guest satisfaction. Delayed responses can frustrate guests and lead to negative reviews.

• Guest expectation: Modern guests expect almost immediate responses to their queries, typically within an hour. If you are not responsive, especially in urgent situations, guests may feel neglected and leave poor reviews.
• Solution: Ensure constant availability through Airbnb management service if you can’t be available 24/7. Automated messaging tools can also help in acknowledging guest queries promptly.

4. Unusual complaints

Sometimes, guests will leave bad reviews for reasons beyond your control, such as claiming your house is haunted or complaining about the noise from a nearby river or cafe.

• Example situations: Guests have demanded refunds because they complained about environmental noise that was out of your control.
• Solution: While you can’t always predict or control such complaints, ensure your listing is honest about potential anomalies. Transparency can prevent future complaints.

5. Listing misunderstandings

Despite providing detailed descriptions, some guests may not thoroughly read your listing, leading to misplaced expectations. This can be particularly frustrating when the information they complain about is clearly stated.

• Example Situation: Guests complain about the distance to public transport despite it being clearly mentioned in the listing.
• Solution: Highlight key information using bullet points and summaries at the beginning of your listing. Ensure important details are communicated clearly in pre-arrival messages.

Quick tips for managing guest expectations

• Communicate clearly: Always provide clear, concise, and timely communication.
• Be honest: Never overpromise on your listings.
• Set house rules: Clearly define and communicate your house rules.
• Maintain cleanliness: Ensure your property is always clean and well-maintained.
• Offer local tips: Provide guests with local recommendations and insights.
• Handle issues promptly: Address any issues or complaints quickly and professionally.
• Seek feedback: Encourage guests to leave reviews and provide feedback.

Conclusion

Managing guest expectations can be challenging, especially when dealing with absurd complaints. By being clear, responsive, and proactive, you can minimise the chances of receiving bad reviews for absurd reasons. Always aim for transparency and attentiveness to create a positive experience that encourages glowing reviews and repeat bookings.

One of the best ways to keep demanding guests happy is to leave it to the experts. Often, as an Airbnb host, you can become emotionally involved in issues – and that can add to the potential for bad reviews. Smarthost is a highly experienced Airbnb management company that can liaise with guests on your behalf, ensuring that their expectations are well-managed.

Get in touch today to find out more about our services and how we can help.

‍