Got my first bad review, on lucky number 80. I’ve been a Superhost since the badge was launched. Here’s the story:
I hosted a couple from Turkey two weeks ago. They were too busy to read any of the listing or do any research on the destination, so in my opinion did not come with the right expectations. I live in Israel and on Saturday a lot of things are closed for Shabbat. They flew in at midnight on Saturday and I told them that trains didn’t run on Saturday’s, they seemed irritated that they would have to spend $35 on a taxi to the city, this is when I knew it was not going to go well.
They showed up at my place at 2am, they didn’t read the self check in instructions that I sent in a google doc and then again directly in the messages. They called to wake me up to get in, I pretended I wasn’t even sleeping, greeted them with a smile, showed them around and then went to bed.
In the morning they said they were uncomfortable and wanted to leave. They said that the bed was too small (double bed/obviously that was in the listing), and that the room was damp. The wall in the room a little messed up from a leak a few months ago, the landlord is waiting until the wall dries completely to fix it but that is also in the listing. Also, I hosted a guest right before and right after who gave five star reviews. I even asked them if they thought the room was damp and they said definitely not. Anyway, I let them leave without any penalty, I proactively refunded them half the money for that night stay and sent them a note apologizing for the inconvenience and that I never want guests to feel uncomfortable. They never responded.
Side note: I don’t like to generalize but out of the hundred times I’ve hosted, the only two times I had a bad experience was with guests from Turkey. Curious whether people have had the same experience.
I’ve done a lot of research on how to respond to a bad review but wanted to get your take on my draft response. Everyone says to keep it short but it’s so hard to! A lot of people on this forum also say to just let it go, don’t write a response and let it get buried, I’m considering that as well.
Guests review: Nir was very friendly and helpful. However the room is definitely much worse than the photos. It is damp and uncomfortable.
Draft response: Thanks XXXX. As mentioned in the listing, there was a leak a month ago that was fixed (buildings in Israel are not so good at handling rain, unfortunately). Once the wall dries completely this will be fixed although I’ve hosted so many guests, also directly before you and directly after you, and no one has ever mentioned any dampness. Checking in at 2am probably didn’t help you see the room for how it is in the day…bright with light, birds chirping. It’s important when booking an Airbnb that you also read the listing carefully, not just look at photos, that way there will be less surprises. I happily let you adjust the reservation with no penalty and even refunded half the payment for that night…hopefully you enjoyed the rest of your stay in Tel Aviv. After eight years of super hosting and 79 five star reviews, I finally reached my hosting right of passage but I am determined to continue improving.