We got a negative review from a guest because of the description of our property/space. AirBNB acknowledged we described it correctly according to the drop down menu, which we checked before we listed. Guest complained because it was inaccurate and gave a 1* for accuracy and tanked our stellar reviews. Airbnb said the guest was wrong but will not remove the review. WE spoke to 2 people at AirBNB via phone and text and now they will not talk to us any further. I want the review removed and the ratings restored. AirBnB created the negative review because they will not allow us to describe the listing outside their drop down menu. Despite the fact that we describe several times in our listing that the space is a secured 3bed, 1 bath, lower level walkout and it is our residence, many people donât read beyond the title. Any idea what we can do?
Not sure what you mean by that. What drop-down menu are you referring to?
Your description seems pretty clear and comprehensive to me, but you donât say anywhere that the host occupies the upstairs, which is important to do when it isnât an entire house listing. So while you do make it clear that itâs the basement level, you also should make the shared house situation clear.
And I would remove the photo of the outside showing the entire structure. It confuses the issue.
If you canât get the review removed, leave a brief response. Something like âWe are happy to hear the guest enjoyed our place and the amenities. Itâs unfortunate that she didnât notice the clear listing wording that indicates the rental is the full basement level only.â
Itâs listed as an entire home. This is a common complaint. Airbnb gives three choices in the type of place category:
It makes perfect sense to list as entire place but then guests think they are getting a stand alone home, or in my case, one person thought they got an entire apartment with kitchen. This was despite no kitchen being pictured or listed.
The listing is categorized as âentire placeâ because AIRBNB only gives three classifications. Entire place, single room, or shared room. Weâve had discussions with them and they advised us to list this as an entire place because those were our only options. As stated by AIRBNB this is the criteria for an entire place: âGuests will have the whole place to themselves, including a private entrance and no shared spaces. An entire place usually includes a bedroom, a bathroom, and a kitchen.â All of those and more are included and it is secured from the top level.
You may want to consider what I do. I own a (legal) duplex. I list mine as an entire home, but add the word âduplexâ in there a few times so people get the idea that itâs a part of a larger building, yet self-contained.
Now that Iâve looked at it⌠Iâve never been a fan of new construction, but wow your place is BEAUTIFUL!!!
For this case, move on. Maybe the review where she states thatâs the only issue will help you avoid this in the future.
In your description change the first paragraph. Instead of âLooking for peace & tranquility or corporate meeting space? You found the right place!â put something like âBasement walkout with views. We live on the first floor.â I canât imagine a corporate meeting space as a home with mom and dad upstairs either.
I see. Yes, Airbnb needs to do better with the choices. This is a common guest misunderstanding when only one level, self-contained, is the listing.
Making it clear that the host lives upstairs serves another useful purpose as well- it wards away partier types and those who intend to sneak in extra guests or pets, who are looking for entire homes where they assume they can get away with it.
This is my first experience with this forum - all great recommendations. Thank you!
Most folks donât understand what a walk out is. Instead of saying âwalkoutâ on your title, perhaps it should say âbasement apartment in our home with private entrance.â I donât see anywhere any indication that you live upstairs. I would mention it a couple of times throughout your house rules and description of the space. Something like âIf you need anything, please let us know. Weâre available 24/7 since we live upstairs.â Perhaps a better category would be âentire rental unitâ instead of âentire home.â
Here we call them âdaylight basementâ if itâs built into a hill. Iâm trying to think of anything that sounds better than âbasementâ Maybe something like âSpacious daylight basement with view, cozy farmhouse vibe, private patio for entertaining and large windows.â I wouldnât mention that you live upstairs, but thatâs just me.
Yes, âWalkoutâ is a term I am totally unfamiliar with.
Thank you very much! We appreciate that!
Agreed. Taking all the comments in to adjust the description - if people actually read!
We were as well, but a lot of properties in E TN have walkouts because they are basement built into a hill. Step out the front door and you are on a private deck facing the lake.
Could you accurately call it âGround floor full suiteâ? It doesnât really look like what I would call a basement. When most people think âbasementâ, it usually would be with those small windows high up on the wall that are just above ground level. At least I do.
Maybe thatâs what you should write âstep out the front door of our walkout basement apartment and youâre on your own private deck facing the lake.â I agree with others, the space is gorgeous!
Agreed. I has a basement in the MW and itâs not at all a typical basement. I like where you are going though!
Thank you so much! Much appreciated!
yes, iâve no clue, but Iâm not American.
I have a listing that is half of my house, and it doesnât say âentire homeâ, rather âguest suiteâ
Perhaps this will work better?