M, Oct 26, 09:41:
My name is m from Airbnb.
I contact you about the stay of Alan in your accommodation. He received a negative review and I would like to clarify what happened to
solve the misunderstanding to improve your the experience in our community who believes in trust and honest conversations.
Airbnb has gone to a whole new level now. They say they are into promoting trust and honesty, but when I have now started to write honest reviews, I have been pulled up by Airbnb. Obviously the guest complained, they didn’t like the review clearly, but we had a bad time waiting out until they left. My review simply said the guest wasn’t a great fit for our home. We felt that we were treated like hotel staff rather than hosts. Rude remarks, clearly an older guy that felt we should be cheaper (in his value comments he remarks that they had been booked into a local hotel for around the same amount but canceled - yes, because it is on the edge of a swamp, moldering near the ugly mall area rather than the beautiful historic part, and has horrific reviews, not to mention with tax is still much more expensive). Moving on, the guest while I was trying to make suggestions to help him find a good breakfast place to meet with his group of friends made quite a pointedly insulting remark on our breakfast (warm croissants/jam/fruit/coffee). When I asked what kind of breakfast they would enjoy, he scoffed, and said ‘definitely not just croissants’.
After his stay he wrote to let me know of his quibbles. One was that he ‘would have preferred a conventional washcloth’. But he won’t share these issues in the review (the other was helpful in that the shower curtain had lost its weights, but he wrote it in a nasty way ‘have you ever used ‘that’ bathroom?’ (Yes I have by the way, it’s a lovely ensuite with a huge Art Deco basin. Stunning).
The unconventional washcloths (lol) are wonderful for makeup removal, and it would appear his wife didn’t enjoy it either (thankfully almost 100% of my female guests rave about them- hand crocheted organic cotton, soft but awesome for removal and also makeup washes out wonderfully). She left a full face of make up on one of my beautiful pillowcases. I didn’t mention this or take anything for damages, even though I specify I do for makeup stains as it is totally unnecessary, and I highly doubt women do this at home, especially 60+ year old well turned out women.
What do other hosts here think about Airbnb pulling us up about leaving honest reviews for guests? Just because they might not like it, is that grounds for complaint? I am about had it with Airbnb right now. I really just can’t get a good balance with my NYC guests. They are too self consumed to make enjoyable guests to host for us, and the lack of support from the company causes me despair.