This is my first post. I am feeling a bit bruised by my first overall rating of 4 after 29 ratings of 5 stars. The guest was granted early check in even though we had to rush the turn-around to make it in time. We made up an additional full single bed with matching cotton linen when they asked for the floor mattress. We wash the dishes for our guests, provide bread, jam, two types of cereal, plunger and pod coffee, three types of leaf tea, a half acre garden, exclusive use of a small enclosed garden and large fire pit area. Within 15 minutes of a message asking for an additional fan because we had a highly unusually hot day, we delivered one to the property so it was waiting for them upon their return. They rated us 5 for cleanliness, check in, value, accuracy with only a 4 for location (but they were given the precise address weeks ago) and we say we are in “an ordinary neighbourhood” 2km from the town centre. When they didn’t follow our advice to turn on the outside light, we lit tiki torches so they arrived home to gentle fire light. We only charge $150 AUD and we accept single night bookings. We are well below the rates charged by local hotels and most other local listings.
Up until this review we had a perfect 5 score so I reached out to the guest after the review with a message Airbnb says was perfectly reasonable so that I could find out what might have lowered our rating. Everything that had been written as feedback was extremely positive, even the provision of an additional fan was noted as helpful. The guest threatened to report me to Airbnb for coercion, threat and harassment! I explained Airbnb had assessed my message as polite and reasonable and that it was simply an attempt to understand what hadn’t met their expectations as we hadn’t experienced that before. She was curt and did not respond further.
I am left believing that our 5 star rating was ruined because a guest booked a listing that does not have air con in a region that is normally quite cool and we had a hot day the night she stayed and there goes our consistent 5 star streak.
My questions are:
How do you let go of the insult?
How do you make sure that lowered ratings are explained so you can take action?
What can be done to discourage people booking cheaper stays and then comparing them to expensive hotels?
How do I let other hosts know about this guest now that we gave our positive rating (we ignored the tyre marks they left all over the lawn!)?
How many 5 stars do we need to get before we average back up to 5?
TIA for your advice and support.