Draft Review

[Leda Billock]

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I've never written a critical review about a guest but our current guest may be my first time. I have set out below my draft so far. I've never written such a detailed review either. Normally my reviews are along the lines of "X stayed with us for Y nights. X was pleasant, friendly and tidy and I would happily recommend them to other hosts" perhaps with an additional line about something specific we chatted about.

Am I overthinking this? I may not see her in the morning before she leave as I'll be out on the school run but it seems unlikely her attitude (rude and dismissive like it's all my fault) is going to change.

"X stayed with us for one night. It was her first experience with Airbnb and she experienced some difficulties with the verification process which prevented her for being able to book initially. As there were no restrictions our end preventing the booking, I contacted the help centre on X's behalf as she told me she was unable to make contact. They were able to resolve the issue and X completed her booking. Upon check in the following day X was clearly rather cross about the difficulties she had faced in booking. I did the usual check in tour and explained the breakfast routine. This is clearly stated on the listing as self-service of cereal/toast but I explained that X was also welcome to help herself to freshly laid eggs from our hens. X expressed disappointment that she would be required to cook her own breakfast."

Assuming she leaves the room ok, I will add "X left the room in a clean and tidy condition" but I am struggling to finish the review. I'm not sure I can bring myself to say that I would recommend her to other hosts because she has been so dismissive and unpleasant and in over 50 hosted trips so far, I haven't yet had a guest like this who I actually don't want in my house again and genuinely wouldn't want to inflict on anyone else. I know it is not against Airbnb rules for guests to be miserable and not everyone is going to be friendly and want to stand around and chat but then again, do I want to share my home with people like her and do I want anyone else to? She was so snotty about breakfast too, it's not my fault she didn't read what is offered in terms of breakfast!

I think the review is a little too personal. I like to keep reviews short and professional and not to include specifics/air dirty laundry. In a different post, on the same topic, someone recommended something like this...

I'm sure hosts have differing opinions about this but we look at it from a business standpoint. It would be very easy to give specifics about all of the obnoxious, awful, gross and rude things guests have done. But I don't think it helps future hosts anymore than saying, "We would not recommend this guest".

Thank you for replying. I agree that it is too detailed. I have done a search on the community under 'bad reviews' and I like the wording "this guest would be more suited to staying in a hotel". She said she's never going to use Airbnb again anyway as she was so irritated so perhaps it doesn't matter much.

I once left a very detailed review because it was the second time a guest had stayed with me and there were problems. (His first visit was great.) Mostly it boiled down to his leaving early and leaving two friends in charge of my place. They didn't trash it, but it was untidy and they left with the key. I mentioned these things because I thought it would help the booking guest understand some things about trust and Airbnb. (Don't leave irresponsible friends in charge.) For me, it allowed me to state what my expectations were--no muddy footprints, wet towels on down duvets and return the key, please.

I would state that this guest didn't seem to understand the Airbnb process very well and that maybe on her second time out she could improve by doing (you fill in the blank). Maybe she could try being more adaptive to her environment since she was, after all, sharing space with others.

I've used the "better suited to a hotel" and I think it's helpful in some ways. But it doesn't provide much useful information to the guest or future hosts. I've written the hotel thing and been contacted by other hosts who asked for an explanation, which I then had to write out, annoying me all over again. These were newish hosts who weren't getting a lot of bookings and so were willing to take a chance on those "hotel" guests. So I don't think an abbreviated list of concrete things is wrong.

I've been hosting for 5 years, renting my home and individual rooms within it (500+ reviews). I don't agree with the replies that reviews should be vague and cleansed of any details. We are inviting visitors into our homes, and we really owe it to each other to provide enough detail that other hosts can decide, for themselves, whether the guest's behavior is acceptable to them or not. "Different values" is completely unhelpful in deciding whether the guest would be a good fit for another host's Airbnb. The cult of professionalism is a little too sterile for the sharing economy, which is about human-to-human interactions. That said, being petty and mean isn't appropriate, either. I recommend being factual and straightforward without blaming or shaming. I think the draft review you posted here does exactly that: states the facts without blaming or shaming. I, for one, would want to steer clear of a guest who treats hosts rudely. Without the details, how would I know that this would be a possibility. Consider this my personal request to other hosts to post reviews with relevant details.

@Amy4 I agree Amy. The thing is, when I was contacted by other hosts I ended up having to write out a detailed explanation in response to their questions. That said, I know that I didn't have to do this--I was under no obligation--but thought, "I'd want to know too," so I did it.

However, in the process of writing about my experiences, my annoyance with these guests resurfaced and I thought, "What the hell, the next time I'm just going to give a few more details in the review and leave it at that." The point being that I have enough on my plate as it is and, if I provide enough details the first time around, the next host can make a decision without feeling the need to contact me.

I think that stating the facts in an abbreviated way (and not aiming for character assassination is fine). I've rewritten a few hard reviews (several times). Luckily, Airbnb creators had the foresight to realize that hosts can and do calm down after a day or so, hence the 48 hour editing window.

I use the "In my view, xxx would be much better suited to a hotel or a traditional guest house than a homesharing structure like Airbnb where less is presented to you on a plate." This actually helps the guest understand that there are different solutions for different people. And it puts new hosts off someone who isn't really in our system.

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