In the “I knew it had to happen some day” category. Frequent reader, first time poster to this forum. I just wanting to vent and check in with you all before I post a reply to my latest guest’s review. We have a room in our house that we use for Air. We’ve been hosting for over 2 years and mostly get guests here in Silicon Valley for 2-4 day conferences or conventions. We have 73 reviews and a 4.9* rating. Reading what people say about us and our listing makes me proud. This guest wasn’t at all interactive but I did ask both her and her husband at least once a day if there was anything they needed help with. She seemed like kind of a sour person, but I just gave her space. They left this morning…and she gave me a 1* overall review, with 3-5*s on the break-down reviews (???). Here is what she said: “Possibly good for 1 person visiting university campus, not suitable for a couple re sleeping arrangements, bed quite comfortable otherwise. No tv, street parking only. Tiny shower stall, bathroom shared.”
Here is what I plan writing on my response to her review (thank you all for your consistent advice on keeping to the facts). I’m mostly not sure if I should leave that last sentence in (please…mother may I?): "Our listing clearly states that the bed is a full size bed, that the bathroom is shared and that parking is on the street. Our shower is a standard size shower stall & a TV is not listed as an amenity. Perhaps a standard hotel room would be more suitable for these guests.
UPDATE (Nov. 9): GOOD NEWS! Taking mrichman’s advice, and in the “it’s worth a try” category, I decided to call Air to see if they would be willing to delete the review. The agent on the Superhost line was very responsive and after reviewing the nasty review, my listing and my rating & review history she told me she would escalate my request to one of their Case Managers. Only an hour later, I received an email from the Case Manager telling me they were taking down that review. I checked, and it’s gone…Score one for the team! Thanks to mrichman for the great advice and Thank You Airbnb!