Hello there! I’m a fairly new host (6 months in) with 3 spare bedrooms that I rent in my house, 143 completed trips and an 86% positive review rating so far. So far, so good.
I had to leave my first critical review of a guest a little while ago and they just sent me a retaliatory message back. I’d love some advice on what to do about this from here. Frankly, I’d like to spend as little time on this as possible, but am wondering if I should just ignore it, report it to AirBnB, or something else?
Here is the review I left the guests, which I think is pretty matter-of-fact and explains the experience pretty well:
“D & A were a lot of fun to talk to, and they left the room in great shape, but we had 3 small problems come up during their reservation: they overstayed the checkout time, broke a bowl without offering to replace it, and took books and magazines from the library (which they partially returned later). Taken alone, I would’ve overlooked any of these things, but taken together, it left me with an odd feeling of general disrespect.”
I’ll add a little bit of color on two of the topics:
They clearly had no intention of checking out on time. When I went downstairs at 11:15 (check-out is at 11), they were lounging around. I reminded them of check-out time and began cleaning and they said they had been hoping to stay an extra night… I replied that the room was booked that night and I only had 3 hours to clean, and they started packing and left at probably 11:45 or so. If there are no guests coming that night or not much cleaning to do, then I can be somewhat lenient about check-out time but on this particular day I had 3 hours to clean and switch over all 3 bedrooms, so I didn’t have time to spare.
I have a shelf in the common area with books and magazines about the local area for enjoying while there. Nobody has ever taken one before, although until this incident I didn’t put an explicit sign about it on the bookshelf. When I went downstairs at 11:15, I saw several of the publications on their bed along with their other belongings, and after they left while I was cleaning, I realized they hadn’t put them back. I messaged them via AirBnB and asked for them back. No response in 24 hours, so I messaged them again and said due to AirB’s 48 hour policy, I was going to go to the resolution center if I didn’t hear back but that I really just wanted my books and magazines returned. She replied pretty quickly that time and said she would drop them off, and later that day she dropped off some of them, but not one particular book I had specifically asked about because I had specifically seen it on the bed. When I asked her about that book she said she didn’t have it. I wrote it off as a loss.
So today I got this message from them via AirBnb:
“I just saw the pretty bad review that you left. I’m really shocked and would never recommend staying with you. We did not “steal” anything, and I want that revoked. Also, we never had such a strict check out policy. 15 minutes late and you said we overstayed!?
I cleaned up, stripped the bed etc to make up for it - but I guess you are quite ocd about these things. You would be happier if you relax a bit. Life is not to be wasted on trivial little things. And telling about breaking a dish ? Stuff happens - didn’t know it was a priceless piece.
These are things you don’t NEED to point out. Again - to be clear - we didn’t take anything from you, and you need to remove that slander.
So, what do you think - ignore, report, or other?
Thanks, I’ve really appreciated the wisdom on this forum!