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Help! Cancel a guest because she posts terrible reviews?

It’s been updated at least twice in the past year.

I have a question, how do you know how many stars a guest left for the last place? I’ve read reviews but have never seen the star rating. My last guest reviews were great for other hosts, mine she just tore apart, not my place just everything surrounding it, location too natural, smell too natural, lighting outside too natural, There was no indication of this from prior reviews and it lowered my rating significantly

Message that particular host and ask.
I recently had a request from a 3.5 review guest. Her previous host had 1 starred her, yet the one before was 5 .
Asked the guest and messaged the host.
The stories had some common threads, but the host came across as a control freak.
Hosted the guest and family and all 5 stars from me.

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Too natural??? Never heard that one before. Maybe she should have booked somewhere artificial, like some tacky Las Vegas place.

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I was curious.

Using my phone, I tried to do this for a person doing inquiry only & a guest with a booking.

Using Airbnb.com I could view prior hosts’ reviews of guest & guest’s review of hosts.

Using the App, only hosts’ reviews of guest were viewable.

I’ve never used the app. But I know the desktop version has functionalities the app doesn’t.

@patti I don’t recall the timing but please keep us in the loop when the guest checks-in.
.
Fingers crossed that it will be a good experience for all.

OK she checked out yesterday. Whew! And she leaves a review right away! Oh yikes!!

At check-in I did talk to her about her previous stay and her 1 star review. She stuck to her story that the place was terrible. I sympathised but also gently let her know that 1 start reviews can be very damaging to a host, she didn’t seem too concerned. She did seem pleased with my place at check in and I explained how I wanted to give her the best Airbnb experience ever.

I went above and beyond with my hospitality. She had early check in and late check out ( I offered, it was no skin off my back and actually easier for me). I offered to pick up groceries for her since she had a really bad cold and no car (she declined the offer).
She replied to my usual first morning message asking if everything is ok with another question, politely, but she never said "everything is great, thanks! " like most people do. Hmmmm. But maybe I’m overthinking it.
She left without a thank you or anything, again, a bit unusual but not a crime. No damage or extra cleaning. All in all her stay was fine and if I didn’t know her history I wouldn’t think twice about it.

My husband is convinced she left us a five star review. I’m not so sure. Anyway I’m glad its over. Will post again when I read her review.

4 Likes

Hey there @patti ! I was thinking about making a bad guest list across all bnb platforms to prevent this type of thing from happing. Yes, it can be done in a way that doesn’t violate privacy. Does anyone want to provide me input on the project before I start? No gimmicks. Just really want to build something we all can use and would like feedback from a few folks so that I’m not just building for myself here. :slight_smile:

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