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Does anyone else ever have review remorse? Is it normal?
Just for background, we are in Hawaii and we never meet our guests, unless there is an issue we need to take care of while they are there.
The guest that left yesterday, in my review I mentioned that “communication was spotty, but we got what we needed”. And otherwise, it was my typical review about “it was a pleasure to host so and so” and “they followed the house rules” etc.
They just reviewed us and left a GLOWING 5* review. With all the compliments such as “sparkling clean”, “outstanding hospitality”, etc.
Should I feel bad that I mentioned the communication? I know that the review is really for my fellow hosts, but was it really necessary that I brought it up? Otherwise, they were good guests.
Nothing wrong with your review. Guests need to know what makes things frustrating and difficult for hosts and poor communication is one of those. Maybe they’ll be more mindful to answer messages more promptly next time.
Reviews are meant to be honest, not some mutual admiration society. Otherwise there’s no point to them at all. You got a glowing review because you deserved it, they got the review that reflected your experience with them. As it should be.
Thanks for posting this. I haven’t written the review for our most recent guests, but I’d describe her communication skills the same way. I was struggling with how to describe it and your version is perfect.
Yes, I do sometimes have remorse but it’s usually that I gave the guest a good review and they didn’t review or I felt “damned by faint praise.”
This is the key thing, did you get what you needed? One of the biggest differences between Airbnb and hotels is the need for communication. With a hotel there is little to zero. Some have a box where you can tell them any special preferences which they make no promise to be able to accommodate.
With air hosts, many need or want a lot of communication. Some of it, like “what brings you to my city?” can seem downright intrusive to a guest who isn’t used to Airbnb. So in considering how much or little a guest messages me telling me their plans, I simply consider whether the lack of communication impacted anything but my headspace.
For communication, I figure if I got everything I needed from the guest in time for the reservation to go smoothly, they get 5-stars. If I needed some info and didn’t get it and it put me at in inconvenience, then I would definitely rate lower. However, I also did my best to to eliminate unnecessary communications to the point where if a guest used instant-book, I didn’t actually need any communication from them at all unless there was a problem.
We have even more intrusive requests than that, but they are necessary to conduct business here and the final piece of info we need, the guest won’t receive until they have been processed at our airport. We cannot send them their door passcode until they send us the necessary travel documents stating they have been screened and are exempt from quarantine. So, when a guest is not responding to the earliest messages about these requirements, it gets a little annoying come check-in day.
But in this guys case, he booked without even saying “hey, I’m booking your place”.
Funny thing, he’s not new to Airbnb - he has nothing but 5* reviews, so the bad communication must have been a one time thing.
I tend to review guests soon after they leave. Often after just a fairly quick inspection, rather than after a full clean, since with Covid-19 we try to leave the places untouched for at least 24 hours. Unless the place is a disaster area, or they have been problem guests, or have broken our house rules during their stay (we live on the property and can generally tell) then I tend to leave positive reviews - I don’t expect people to be angels, so if they have made an effort then I am generally happy.
But when I later find things missing, broken and then hidden or discarded, or damaged in ways that are not apparent until a later guest complains about them, then I am remorseful! Not only because the guests have gotten away with something they shouldn’t have, but also because other hosts may rely on my review, and may be misled.
I think about the purpose of reviews. We don’t want other hosts to have inconveniences or issues with a guest that we have. Consequently I only give negative reviews if people are dreadful and then I check the wouldn’t host again box. Otherwise I mention the issue in a private comment to the guest as a suggestion for an improved experience and avoidance of getting a negative review in the future. I admit it’s not very bold, but I think it is constructive. Granted, some will never take my advice.
The plus and minus about Airbnb’s are they are all different. Some hosts are more of a company that handles many places, so they aren’t expecting lots of social interaction. Other host only have a few lovingly watched over places, so they want some indication their guest are nice folks that will treat their property well. Other hosts are looking to host only those they are hoping to be friends with. So there is quite a range of social interaction expected.
Then we move on to legally what is expected. Some locations legally require more information from the hosts, who have to get that from the guests. And guests don’t always know, especially in these changing times, how much information to throw out there.
As a host I’m happy with number of people showing up and what time, but if they have preferences I can handle that. As a guest I tend to over share on the booking on my reasons for travel and find that makes even new hosts less likely to send lots of follow up vetting questions.
When traveling internationally I like to have all my travel information printed out in front of me before I leave, and I can message hosts before I leave home. Note: that can be 20 hours before I arrive. Hosts that need a heads up within 2 hours of my arrival are a pain. I have to ensure my phone is switched to expensive international data charges or find WiFi in an area I’m not familiar with to log onto a flaky app to be able to checkin. Not my favorite thing.
I agree. Even if a host isn’t meeting guests personally (masked and distanced) it’s should still be possible for guests to check into the property without hassles.
Definitely. Search the forum and you’ll find that many hosts don’t want guests who don’t communicate so it’s important for those to know.
Others are driven nuts by over-communicative guests (me ) so they’ll simply ignore that part of the review. Yet @muddy is correct - reviews need to be honest and are for the benefit of future hosts. It’s just a part of hosting and I suggest that it’s a good idea to write the review immediately after the rental has been checked after departure and while it’s still freshly in mind.
I can’t be the only host who has an Airbnb message saying ‘review Ann and Tom’ and thought 'which ones were Ann and Tom?"
But, it’s very different here in Hawaii these days.
You can read up on nightmare scenarios during COVID travel to Hawaii. You’ll see that if things are not done properly, even to the point that you need to take your COVID test from a “travel partner”, you will be subject to either enduring the 10 day quarantine in an official quarantine hotel or be sent back to the mainland on the next flight out. This has happened to guests of mine. They refused to believe that their test was not done at the correct facility. They arrived and were sent back to NJ on the next flight. You try to warn people.
Owners of vacation rental condos here can be subject to large fines if they are housing someone who didn’t jump through the proper hoops. The condo associations have asked that the owners/property managers require proof from their guests prior to their arrival at the condo, and as I had said, the most important piece of info that everyone on the island is looking for is the page from the Safe Travels app that states that the visitor has been screened and is exempt from quarantine. You don’t receive this document until you are either at the airport of your final leg or at the airport in Hawaii.
This is not only a pain for the guest, it’s no picnic for the host. Cannot wait for things to get back to normal as this is very stressful for all involved.
I’m with Christine on this point. Think about it, we aren’t always perfect yet we hope guests will not mention that ONE thing publicly but maybe privately. I also separate what I say about guests – minor stuff is a private message; major issues such as broken house rules, are public.
One way I solicit the distinction is to let guests know we WELCOME their feedback, “either publicly or privately” through the direct message…we get a lot of first-timers so that also serves as a slice of education on how Airbnb works after checkout. Your guest wasn’t a newbie, but I mentioned that in case it helps others.
) so they’ll simply ignore that part of the review. Yet