Really?! That’s new to me!
Huh?? How could they miss the check out time? I always find it humorous that guests seem to be able to arrive at the correct location, yet they just couldn’t understand the max occupancy or check in/check out times. It always seems the guest understands what they choose to understand.
And how many people say they don’t understand English and therefore couldn’t read rules, yet they managed to show up for hours earlier than allowed and try to barge their way inside…Sigh…
fugeddaboutit and move on.
I wouldn’t waste two nano-seconds after giving my review and they giving theirs on these fools. I would chalk it up as having had two insecure, ignorant a******s (the world is full of them) and moved on.
I would have however, immediately made it a point to include in the House Rules explicitly that the books are not to be removed, and that check out is at 11:00 (most common check out time in my experience) and NOT 12 Noon (also somewhat common), so there is no confusion in the future.
Next guests.
As you say, looked at individually, these were not terrible misdemeanours … it’s just possible that they were too relaxed to think about checkout, forgot they had broken the bowl and one of them had packed the books thinking they belonged to their partner … just possible! I’m an absent-minded baby Boomer myself …
However, their reaction to you reasonably fair review (though I’d have left out your last sentence - I find the words respect and disrespect overused nowadays) was quite over the top, mean-spirited and to me smacks of a guilt that they don’t want to admit and so they’re lashing out at you. After all, the best form of defence is attack! I have to admit that, in their place I’d have made a grovelling apology to you and asked if you’d consider changing the review … but instead they’ve replied with upsetting personal insults and sarcasm and I see no reason why you should make any attempt to “smooth things over”.
In some ways you should ignore it but if you do I’m afraid it might keep gnawing at you. @Forestsprite’s message is perfect - it’s always good to claim the moral high ground! .
I think you already wasted to much of your time on these guests.
Ignore them, and move on.
So do I. Sounds like one is wearing their feelings on their sleeves and perhaps taking things personally.
In this case, that was not the case. They said they knew the checkout was 11 am but were hoping to stay longer anyway.
This is a great approach and response, thank you!
Great point! Both of those things were already explicitly stated in the House Rules and in the printed Guide Book that I leave out for guests while they’re there.
Their tone with you is horrendous. “Stuff happens?” As a response to your broken belongings? That tells you all you need to know. Don’t answer or acknowledge them in any way. This review was good considering the gravity of what they did. Obviously clueless idiots who will not get to rent another Airbnb ever. I would certainly decline if I read a review like that.
Thank you everyone for the great advice!
I am going to ignore this message so I don’t waste a single minute more on them, because right now I feel confident that the message thread already makes me look good.
If they, for some reason, want to take it further and reply to me again, or involve AirBnB in the future, I’m ready to have that conversation but I don’t think it’s going to happen.
And this will be my strategy going forward for future nastygrams received in response to bad reviews: make sure my back is covered in the message thread. If it is, let it be. If it’s not, then document my side of the story with a response. Spend the time reporting to AirBnB only if they persist.