I’ve rented out a small room in the city center since a couple of years and I’ve received positive feedback from guests. However, recently I had some guests who had obviously hadn’t read the listing description at all.
Although the listing says check in from 3 pm they arrived at 7 am in the morning without notifying me in advance . I was quite surprised to see they were three people instead of two people. They were very surprised they couldn’t use the kitchen, despite the fact it’s clearly stated in the listing description there is no access to kitchen.
I explained them in a friendly way they needed to read the listing description properly before booking and to be nice I gave them an extra mattress and access to my private kitchen. Still, they awarded me with a 2 star review (!!) after check out and wrote the room was small and uncomfortable and they didn’t like the fact that one person had to sleep on a matress. Of course it get’s small and uncomfortable when you want to squeeze another person into a room for maximum two people!
I contacted Airbnb regarding this issue, but they say they don’t alter or remove any reviews.
This is an extreme case, but I experience far too often that people don’t read the listing description properly before booking and when they arrive they expect a lot of things which I cannot provide
Any advice on how to make people read the listing description?