My problem is with the way airbnb actually directly encourages people (guests mainly) to write negative reviews for hosts. How? I’ll try to explain my point of view on this from my recent personal experience.
I have three last reviews from guests who write about my broken shower door that is hard to open. It does close and open eventually, but it’s true, you do need to use a little force to operate it. I admit it’s broken, and I have a repairman ordered for next week andI have always told about this issue to all of my guests, mentioning that the repair is due soon, and apologized.
Yet, those guests (pretty cool, down-to-earht and friendly people) still write in reviews about this minor issue they would normally dismiss or overlook. because otherwise my apartment is impeccably clean, I am a Super host for a 3rd quarter now and the experience with me is 4,9 star on average! Thank you!
So why is that people do mention this small issue that they’ve been told about in advance and were given a personal apology for? Well, because Airbnb is ENCOURAGING guests to write negative reviews by the unfortunate wording in their notification emails and messages that reads: “Tell what you liked about XY’s listing and what they could do better”!
The “TELL WHAT THEY COULD DO BETTER” part, in my opinion, is actually encouraging people to think of the small negatives and blunders and actually put it in the review even though it is many times not necessary to mention those at all and it would never occurred to those guests to actually write about it or even think about it when writing a feedback. I personally think it is a bad choice of words.
Why? Well, I think everybody knows what it means to write a review online. And everybody who is deeply dissatisfied with one thing or another about their stay knows they have a great opportunity to voice that if they feel like it.
The thing is many people tend to remember just the good stuff and dismiss the tiny imperfections or negatives that didn’t bother them that much in otherwise overall great experience. By telling guests directly to “tell what the host could’ve done better” airbnb makes them think and dig in their recent memory about small insignificant negative stuff to put into review. And they will always find something! And vast majoruty WILL actually put it oin the review. They have been asked by airbnb, after all, haven’t they?! That’s how the human subconscious mind works.
People tend to write positive review even if not everything was five star hotel experience like. And we are just airbnb hosts trying to do our best, not a five start hoteliers. And those bad hosts will get bashed by negative reviews regardless whether airbnb tells the guests to write what the “host could’ve done better”!
I know that the intention on airbnb’s side is good, but it’s very suggestive and brings people to write negative stuff that harms many good hosts in the long run.
Please, airbnb consider removing the “Tell the host/guest what they could do better” wording from your emails and messages you send out to people. A simple “Please review your recent stay with XY” would suffice, Don’t you think? Thank you.