Have you ever had another host in your same neighborhood stay at your place and give you backhanded compliments in the review?
We are new to AirBnb, and need good reviews. Our third guest made me nervous. A couple with a home in Manoa (our town) with a rental on AirBnb! They said their unit was rented and had friends unexpectedly come stay for a visit. We are in Hawaii – so they came on a plane on a whim?
Anyway, we took the rental (we need the business right now), and the first morning we get a pm making some incorrect assumptions about us “you should try staying in your rental” (thank you I did) and our house “has no insulation” etc, and being awoken by all kinds of noise in the morning, including “refrigerator doors slamming” etc. They complained about being awoken at 6am when everyone gets up at 7am. The patronizing tone did really irritate me, and I honestly don’t beleive we are noisy people, our two previous guests left glowing reviews and did not complain at all.
We were very nervous the whole rest of the time they were here. When they left, they didn’t mention the noise but they gave us a backhanded compliment in their review sounding like we have a heat problem.
Their review –
“Clean private space with beautifully redone bathroom. No ac but two fans and blackout curtain helped battle the heat comfortably. Would definitely recommend.” 4 stars
How to respond? It is always cool and breezy in Manoa except for about 3 weeks a year, which THEY KNOW since they have a house here too. They also know that there was a mini heat-wave on the days they stayed with us, which is unusual, and that we DO NOT list AC in our description. They also know that $79/night in new construction (with a separate entrance) is very cheap in Honolulu and they could easily stay in Waikiki or any number of local hotels with AC for more money.
Is this too snippy? :
"Glad you enjoyed your stay in our new house. We try very hard provide for our guests’ comfort. It is cool in Manoa year-round except for a few weeks each summer, sorry you caught the tail end of that. We don’t believe it’s being good stewards of our ‘Aina to have AC for a few weeks of warm weather, so we provided an extra large floor fan in the unit to supplement the ceiling fan. Our listing is accurate, we don’t advertise AC. But as you know, being locals (and hosts), you can stay in any number of hotels in Waikiki or at the Pagoda if that is an important consideration, albeit it will cost you more. "
I should also say that we furnished the place with granite countertops, travertine shower, 500 thread count egyptian cotton sheets, a new Tuft and Needle bed, extra plush towels, etc. in a highly desirable Honolulu neighborhood for $79/night. Theirs is $135/night.
Anyway, I know I’m irritated, so I’d appreciate any advice on how to handle this situation – but I don’t want folks to think that they’re renting a room where they’d “battle heat” and these folks are behaving in a way that seems like it might be a little fishy.
Thank you for your thoughts!