Airbnb reviews
July 30, 2018 9:47 AM Subscribe
I'm not sure how to review a place that had several problems. Help me sort it out?
I've AirBnB'd before and had positive, straightforward experiences. Recently I rented an Airbnb apartment for 10 days and had a less than great experience. I'm not sure of what to say, and where to say it.
There were three classes of things that were problematic:
a) Minor but should be noted: the bathroom wasn't clean (flecks in toilet, hairs, grime). The advertised TV wasn't present. There was no instruction for things like where to take trash out.
b) Major: the unit is owned by A, "managed" by B, and C and D were my only contacts. It was a four-ring circus where no one took responsibility for, for instance, getting the keys to me. I contacted B as I was instructed, heard no response, and then had a long unproductive email thread with C who repeated, only, "B is out of town", and eventually wanted me to detour in a nearby city to get keys from him. C and D made it clear they weren't happy to have to deal with me ("I'm here to check you out out early, I have a lot to do today"). This was unsettling, and even two days before check-in I wasn't sure whether we'd be able to access the place at all. These are "verified super hosts", so I was expecting more professionalism (am I expecting too much here?)
c) Huge: there was loud, all-day-long major construction of the development going on for our entire our stay -- they were building three new buildings just outside our windows. This made it impossible to work there, which we needed to do, during the day on the "great for working table". The owners knew this, but it's not mentioned in the ad at all.
I feel like the first set is one I might mention in private feedback because it's a simple fix, but the other two are conditions that other guests should be aware of, and are more pervasive.
But I am worried that leaving a negative review will impede me from renting other places in the future.
Should I leave this feedback? Can you help me tone it down, if that's what's needed?
I've AirBnB'd before and had positive, straightforward experiences. Recently I rented an Airbnb apartment for 10 days and had a less than great experience. I'm not sure of what to say, and where to say it.
There were three classes of things that were problematic:
a) Minor but should be noted: the bathroom wasn't clean (flecks in toilet, hairs, grime). The advertised TV wasn't present. There was no instruction for things like where to take trash out.
b) Major: the unit is owned by A, "managed" by B, and C and D were my only contacts. It was a four-ring circus where no one took responsibility for, for instance, getting the keys to me. I contacted B as I was instructed, heard no response, and then had a long unproductive email thread with C who repeated, only, "B is out of town", and eventually wanted me to detour in a nearby city to get keys from him. C and D made it clear they weren't happy to have to deal with me ("I'm here to check you out out early, I have a lot to do today"). This was unsettling, and even two days before check-in I wasn't sure whether we'd be able to access the place at all. These are "verified super hosts", so I was expecting more professionalism (am I expecting too much here?)
c) Huge: there was loud, all-day-long major construction of the development going on for our entire our stay -- they were building three new buildings just outside our windows. This made it impossible to work there, which we needed to do, during the day on the "great for working table". The owners knew this, but it's not mentioned in the ad at all.
I feel like the first set is one I might mention in private feedback because it's a simple fix, but the other two are conditions that other guests should be aware of, and are more pervasive.
But I am worried that leaving a negative review will impede me from renting other places in the future.
Should I leave this feedback? Can you help me tone it down, if that's what's needed?
Best answer: I both host and stay in AirBnBs and I feel that a not-positive review, stated undramatically, by someone who has a history of generally positive reviews will be seen as okay. Here are tips:
- Did you try to contact the management about the bathroom/TV? I am not saying you should or should not have, but that is always what I am wondering when I read a bad review about stuff that was maybe fixable. I could understand your hesitance, but maybe think about how to phrase that.
- As far as the four ring circus I'd keep it neutral-but-negative. "Getting access to the keys to the unit was difficult and I was asked to retrieve keys in a neighboring city which was not acceptable." That said if you knew two days before what the key plan was, that isn't totally unreasonable though I can see it would be unsettling.
- MENTION THE NOISE - that is a huge issue, does not make you look like a surly guest and you can put a positive spin on it "People planning to use this place for work should know that during my stay there was blabity bla super noise from X to Y o'clock and I was unable to use the apartment for getting work done" That just seems like a friendly/'helpful comment even though yeah it's super not cool that they knew and didn't let you know.
posted by jessamyn at 9:55 AM on July 30, 2018 [17 favorites]
- Did you try to contact the management about the bathroom/TV? I am not saying you should or should not have, but that is always what I am wondering when I read a bad review about stuff that was maybe fixable. I could understand your hesitance, but maybe think about how to phrase that.
- As far as the four ring circus I'd keep it neutral-but-negative. "Getting access to the keys to the unit was difficult and I was asked to retrieve keys in a neighboring city which was not acceptable." That said if you knew two days before what the key plan was, that isn't totally unreasonable though I can see it would be unsettling.
- MENTION THE NOISE - that is a huge issue, does not make you look like a surly guest and you can put a positive spin on it "People planning to use this place for work should know that during my stay there was blabity bla super noise from X to Y o'clock and I was unable to use the apartment for getting work done" That just seems like a friendly/'helpful comment even though yeah it's super not cool that they knew and didn't let you know.
posted by jessamyn at 9:55 AM on July 30, 2018 [17 favorites]
Normally, I'd contact the person listing the unit, lay out all the problems, and ask for compensation. You might have trouble getting satisfaction this way, given there are four people dealing with the rental and none of them seem to be taking responsibility.
As for leaving a negative review, it shouldn't hurt your chances of renting on Air BnB in the future if you keep the review very factual and calm.
posted by wryly at 9:56 AM on July 30, 2018
As for leaving a negative review, it shouldn't hurt your chances of renting on Air BnB in the future if you keep the review very factual and calm.
posted by wryly at 9:56 AM on July 30, 2018
I also rent and host on AirBnb; have been a super host a few years running. I don't think there's any "right" way to do this, but the biggest thing that has irked me is if a renter is having issues with the place, and instead of contacting me they just mention it after the fact either in a public or private review.
Where guests have had issues, either my fault or otherwise, I've tried to make it right for them, either addressing the issue, offering a partial refund, or both. And due to that sort of intervention, I've received a number of reviews along the lines of "We did run into one issue halfway through the trip but Craven resolved it to our satisfaction." Which is way better for me, and hopefully, for the guest.
So I would consider following wryly's advice and messaging host to say what you've said here, and asking host what they can do to make it right. Maybe that will be refunding a significant chunk of your cost, but who knows.
If they give you the cold shoulder, I think it's fair to include the negatives in your review. Though I'd note that if the owners aren't actually at the property much, they may not have known how noisy the construction is. For what it's worth, I'd be more angry about the communication from the various hosts, since that's something they have complete control over.
posted by craven_morhead at 10:04 AM on July 30, 2018
Where guests have had issues, either my fault or otherwise, I've tried to make it right for them, either addressing the issue, offering a partial refund, or both. And due to that sort of intervention, I've received a number of reviews along the lines of "We did run into one issue halfway through the trip but Craven resolved it to our satisfaction." Which is way better for me, and hopefully, for the guest.
So I would consider following wryly's advice and messaging host to say what you've said here, and asking host what they can do to make it right. Maybe that will be refunding a significant chunk of your cost, but who knows.
If they give you the cold shoulder, I think it's fair to include the negatives in your review. Though I'd note that if the owners aren't actually at the property much, they may not have known how noisy the construction is. For what it's worth, I'd be more angry about the communication from the various hosts, since that's something they have complete control over.
posted by craven_morhead at 10:04 AM on July 30, 2018
I think you have a responsibility to factually report your experience. I've used Airbnb occasionally but regularly, both domestically and internationally. My rule of thumb is what you see is what you get, and what you don't see won't be there. So your comments are invaluable -- some people may not care about construction noise (I live across from construction), and some people may care a lot about the things you didn't (I hate nothing more than a dirty Airbnb).
We had an issue with NO HOT WATER in an apartment in London over New Years. It was mentioned in previous reviews, the hosts stated it had been resolved (with a replacement hot water heater). Yet when I rented the unit, no hot water despite contacting the host during our stay. However, because multiple prior renters had mentioned the issue, I took a gamble and decided that no hot water was worth it because of the price and location. Were the cold showers truly awful? Yes, but the location in Soho absolutely made up for it. So I made sure to note all the positives about the Airbnb while also reporting that the lack of hot water was an ongoing issue.
posted by DoubleLune at 10:25 AM on July 30, 2018 [7 favorites]
We had an issue with NO HOT WATER in an apartment in London over New Years. It was mentioned in previous reviews, the hosts stated it had been resolved (with a replacement hot water heater). Yet when I rented the unit, no hot water despite contacting the host during our stay. However, because multiple prior renters had mentioned the issue, I took a gamble and decided that no hot water was worth it because of the price and location. Were the cold showers truly awful? Yes, but the location in Soho absolutely made up for it. So I made sure to note all the positives about the Airbnb while also reporting that the lack of hot water was an ongoing issue.
posted by DoubleLune at 10:25 AM on July 30, 2018 [7 favorites]
You can request a refund instead of leaving a negative review but you can't necessarily do both. There is a reason why the reviews from either side are not revealed to the other party until both reviews are posted: to prevent retaliation. If you write to the host and complain before the reviews are posted, they may retaliate with a negative review about you, which may prevent you from renting in the future. And if you complain after the reviews are posted, I am not sure what incentive they have to give you a refund, at that point your relationship is 100% over.
(I rely on AirBNB for reviews and I hope you leave a detailed review stating the facts, just as you've done here. I don't think a bad review is an awful thing to do because the host can always lower their price temporarily to get back on track, update the description accordingly, and raise the prices after they get good reviews.)
posted by rada at 10:27 AM on July 30, 2018 [7 favorites]
(I rely on AirBNB for reviews and I hope you leave a detailed review stating the facts, just as you've done here. I don't think a bad review is an awful thing to do because the host can always lower their price temporarily to get back on track, update the description accordingly, and raise the prices after they get good reviews.)
posted by rada at 10:27 AM on July 30, 2018 [7 favorites]
I'd ask for the refund, maybe get the refund, then leave an honest review which mentions whatever remedy (including refund) the host offered.
posted by amtho at 10:33 AM on July 30, 2018 [1 favorite]
posted by amtho at 10:33 AM on July 30, 2018 [1 favorite]
I also once stayed in an AirBnB that had problems; the communication about how to get access to the place was not the best, nor was the communication about how to work the lightswitches, access various amenities, etc. There was also a loud group of people one flight up from me, and the window blew in in the kitchen during a blizzard at 12:30 am and smashed all over the floor.
But I was in contact with the host a lot to ask questons, and she was trying to help; she told me how to work the lightswitches, and when she heard that the wifi instructions weren't there, she realized the cleaning lady had thrown that note out. She also came over at 2 am to try to board up the smashed-in window, and when she heard the noise from the space one flight up, she mentioned it was another one of her properties and said she'd speak to them (I was actually just dealing with it, but that was good).
I mentioned some of this in the review, but also mentioned her being willing to jump in and help. At the time of my stay, the review process also let you send private messages to the host and to AirBnB; I mentioned a couple other things to the host that I'd seen, but tried to make it constructive-criticism kind of stuff ("I figured it out, but I had a thought about the lightswitches that would have been useful to know" or "I saw something else you may want to speak to the cleaner about..."); nothing accusatory or "you suck as a host", more like "Hey, just letting you know stuff". I also used that private-message-to-AirBnB to reiterate that she had tried to jump in to help as soon as I alerted her to the problems, and added that she managed several proerties and maybe was a little overwhelmed, but was trying her damndest so maybe take that into account.
posted by EmpressCallipygos at 10:34 AM on July 30, 2018 [1 favorite]
But I was in contact with the host a lot to ask questons, and she was trying to help; she told me how to work the lightswitches, and when she heard that the wifi instructions weren't there, she realized the cleaning lady had thrown that note out. She also came over at 2 am to try to board up the smashed-in window, and when she heard the noise from the space one flight up, she mentioned it was another one of her properties and said she'd speak to them (I was actually just dealing with it, but that was good).
I mentioned some of this in the review, but also mentioned her being willing to jump in and help. At the time of my stay, the review process also let you send private messages to the host and to AirBnB; I mentioned a couple other things to the host that I'd seen, but tried to make it constructive-criticism kind of stuff ("I figured it out, but I had a thought about the lightswitches that would have been useful to know" or "I saw something else you may want to speak to the cleaner about..."); nothing accusatory or "you suck as a host", more like "Hey, just letting you know stuff". I also used that private-message-to-AirBnB to reiterate that she had tried to jump in to help as soon as I alerted her to the problems, and added that she managed several proerties and maybe was a little overwhelmed, but was trying her damndest so maybe take that into account.
posted by EmpressCallipygos at 10:34 AM on July 30, 2018 [1 favorite]
I would absolutely leave this review, written as others say in a factual tone. This is the kind of review I look for when considering renting an AirBnB, and you would be doing a favor to everyone else considering the unit.
posted by crazy with stars at 10:40 AM on July 30, 2018 [6 favorites]
posted by crazy with stars at 10:40 AM on July 30, 2018 [6 favorites]
As a person who uses Airbnb, I beg you to leave this review. I want to know exactly this stuff when I'm considering renting a place.
posted by BlahLaLa at 10:47 AM on July 30, 2018 [15 favorites]
posted by BlahLaLa at 10:47 AM on July 30, 2018 [15 favorites]
Best answer: Write a review!
I'd try to make explicit what was their responsibility and what was not. But keep language neutral and not accusatory as possible, focusing on other potential guests.
Open with the positives about the place first.
But then go into the negatives.
For example,
"For future possible guests, despite the TV in the photos, in July 2018, there was no TV."
"For guests hoping to work from the apartment, in July 2018, there was a ton of nearby construction, which is obviously out of control of the hosts, but made it difficult for us to work there. You may want to ask the hosts about the current state of construction if this matters to you."
"Communication was a bit difficult. There were a lot of people involved in this airbnb - the listed host, a manager, and 2 assistants. As such, there was confusion about key transfer. This could have been unique to my stay, as it seemed as if some of these people were out of town, but it was less than smooth. The biggest issue is that, at one point, we were asked to go to a location X miles from the airbnb location to get the keys. We don't know this city well and being asked to go that far with all of our luggage was a big surprise. In my experience, it much more common for the host to meet the guest at the location to get the key. Or maybe at a nearby Cafe. We eventually got it resolved, but I wanted to let other people know about this in case it would be a problem for you. Again, it is possible that this was specific to our visit."
posted by k8t at 11:25 AM on July 30, 2018 [4 favorites]
I'd try to make explicit what was their responsibility and what was not. But keep language neutral and not accusatory as possible, focusing on other potential guests.
Open with the positives about the place first.
But then go into the negatives.
For example,
"For future possible guests, despite the TV in the photos, in July 2018, there was no TV."
"For guests hoping to work from the apartment, in July 2018, there was a ton of nearby construction, which is obviously out of control of the hosts, but made it difficult for us to work there. You may want to ask the hosts about the current state of construction if this matters to you."
"Communication was a bit difficult. There were a lot of people involved in this airbnb - the listed host, a manager, and 2 assistants. As such, there was confusion about key transfer. This could have been unique to my stay, as it seemed as if some of these people were out of town, but it was less than smooth. The biggest issue is that, at one point, we were asked to go to a location X miles from the airbnb location to get the keys. We don't know this city well and being asked to go that far with all of our luggage was a big surprise. In my experience, it much more common for the host to meet the guest at the location to get the key. Or maybe at a nearby Cafe. We eventually got it resolved, but I wanted to let other people know about this in case it would be a problem for you. Again, it is possible that this was specific to our visit."
posted by k8t at 11:25 AM on July 30, 2018 [4 favorites]
Write the review. I agree with others that you should do so as factually and non-dramatically as possible, if only because that will encourage other people to take it more seriously and make you look like less of a risk to other hosts. But that sounds like a really bad renting experience and others deserve to know.
the biggest thing that has irked me is if a renter is having issues with the place, and instead of contacting me they just mention it after the fact either in a public or private review.
I get why this would be annoying to a host, but things like it being unclear who to get the keys from or a promised TV not being there are things it seems like the host should be aware of and it doesn't really seem like it's the guest's responsibility to alert them. The dirty bathroom seems more in the category of "good things to tell a host about DURING a visit."
But in this case, it seems like the "host" (whoever it actually was) made it so hard to actually communicate with them that you don't really have any responsibility to give them feedback 1-1.
posted by lunasol at 11:56 AM on July 30, 2018 [6 favorites]
the biggest thing that has irked me is if a renter is having issues with the place, and instead of contacting me they just mention it after the fact either in a public or private review.
I get why this would be annoying to a host, but things like it being unclear who to get the keys from or a promised TV not being there are things it seems like the host should be aware of and it doesn't really seem like it's the guest's responsibility to alert them. The dirty bathroom seems more in the category of "good things to tell a host about DURING a visit."
But in this case, it seems like the "host" (whoever it actually was) made it so hard to actually communicate with them that you don't really have any responsibility to give them feedback 1-1.
posted by lunasol at 11:56 AM on July 30, 2018 [6 favorites]
On that note, hosts that are irritated about guests not alerting them during their stay of issues maybe make sure that you’re explicit that they can and should contact you, even reaching out after they’ve been there one night to check in. But when I’m staying somewhere, usually I’m there to meet with friends, sightsee, go to an event or relax, not be in an endless text exchange about problem-solving dirty toilets. We stayed somewhere where the coffee maker stopped working. I alerted the owner and suggested we just pick up a new maker at the local Ace, as that seemed likely where they had gotten their current coffee maker. It wasn’t a big deal to us because it was a podunk town where we just bumming around being outdoorsy and drinking beer. But then the owner wanted to come by and give us a check and wanted the receipt and...it kind of took a little of the trip out of us.
Guests understand that you aren’t a hotel and that “calling the front desk” often requires much more of them if they want an issue resolved. It’s just too bad that anything less than a stellar rating can really harm the business.
posted by amanda at 12:58 PM on July 30, 2018 [8 favorites]
Guests understand that you aren’t a hotel and that “calling the front desk” often requires much more of them if they want an issue resolved. It’s just too bad that anything less than a stellar rating can really harm the business.
posted by amanda at 12:58 PM on July 30, 2018 [8 favorites]
This sounds very much like an experience I had with an AirBnB once. Poor communication, no access to the keys (working it out by text while standing in the falling snow), generalized dirt, sticky counters, TV and internet not working despite being advertised, damp towels, etc., etc.
Then only thing I held back in the review was that there was urine in the unflushed toilet when we arrived. That was at my gentle daughters request, since she said I was already excoriating him enough, “Don’t humiliate him.”
I also messaged AirBnB privately about it.
When I checked back a month later, the place was not on the site anymore.
This in no way stops me from renting several other places from the website over the years.
Be honest. But don’t humiliate someone.
posted by SLC Mom at 12:59 PM on July 30, 2018
Then only thing I held back in the review was that there was urine in the unflushed toilet when we arrived. That was at my gentle daughters request, since she said I was already excoriating him enough, “Don’t humiliate him.”
I also messaged AirBnB privately about it.
When I checked back a month later, the place was not on the site anymore.
This in no way stops me from renting several other places from the website over the years.
Be honest. But don’t humiliate someone.
posted by SLC Mom at 12:59 PM on July 30, 2018
Absolutely write that review. This is what reviews are for. If you keep it factual instead of emotional, it will serve others well and won't come across as being vindictive.
As for the hosts that want people to contact them first, a missing TV is not a minor problem like a quirky light switch or making sure the guest knows where the fuse box is. A surly contact that tries to make you travel to another city at their convenience for the damn keys to the place is not a minor problem.
I understand that things happen but these are negative aspects of this particular property that others might not want to deal with. And who knows, maybe this will inspire the owner "A" to get rid of B, C, and D and buy a TV.
posted by dozo at 1:40 PM on July 30, 2018 [5 favorites]
As for the hosts that want people to contact them first, a missing TV is not a minor problem like a quirky light switch or making sure the guest knows where the fuse box is. A surly contact that tries to make you travel to another city at their convenience for the damn keys to the place is not a minor problem.
I understand that things happen but these are negative aspects of this particular property that others might not want to deal with. And who knows, maybe this will inspire the owner "A" to get rid of B, C, and D and buy a TV.
posted by dozo at 1:40 PM on July 30, 2018 [5 favorites]
Please write an honest review! I’d skip everything from category A (it might be worth noting in a generally positive review, but you have bigger issues to deal address). I’d be brief, factual, and unemotional. Jessamyn’s suggested language is great, because you’re just laying out the facts without passing judgment. That makes you seem more reasonable and is actually more helpful to other potential guests than just complaining. For example, helpful comments: “there was construction noise between 9am and 5pm” or “the street noise outside was really loud until 4am.” Not helpful: “too noisy, it ruined my vacation.”
posted by insectosaurus at 3:23 PM on July 30, 2018 [2 favorites]
posted by insectosaurus at 3:23 PM on July 30, 2018 [2 favorites]
In the past few weeks we had two AirBnB stays -- one in Wales and another one in Iceland. Both places were very nice, but one thing bugged me. There was no soap or shampoo of any kind in either places. I left 5* public reviews, but in both cases I did give private feedback that having soap benefits them more than me. I have a place in Vermont that I occasionally rent in AirBnB and would generally want visitors to wash themselves after hiking or skiing and before lounging around at my place.
While in Europe a guest staying at our place in Vermont lost the keys and ended-up kicking down the door. It sucked to deal with that when outside of the country, but in the end he called me and told what happened. He paid substantial amount of money for the damage and left me a good review. I chose not to review him, basically because I think he righted the wrong, but at the same time I didn't want to endorse him to others.
I think factual, non-emotional reviews are always ok. However , sometimes I don't do as I preach.
posted by zeikka at 5:44 PM on July 30, 2018
While in Europe a guest staying at our place in Vermont lost the keys and ended-up kicking down the door. It sucked to deal with that when outside of the country, but in the end he called me and told what happened. He paid substantial amount of money for the damage and left me a good review. I chose not to review him, basically because I think he righted the wrong, but at the same time I didn't want to endorse him to others.
I think factual, non-emotional reviews are always ok. However , sometimes I don't do as I preach.
posted by zeikka at 5:44 PM on July 30, 2018
Absolutely leave a negative review. The noise is the only thing that I might not include in my review, if it's not a permanent fixture of the place. But everything else sounds relatively awful, and deserves a no-drama factual account in your review.
posted by so fucking future at 5:44 PM on July 30, 2018
posted by so fucking future at 5:44 PM on July 30, 2018
Please leave a factual review, essentially what you've said here. I use Airbnb primarily for business travel (cheaper than hotels in most places) and would want to know all of the things you've said here, including the construction noise.
Also, if the host refuses a refund request, you can appeal to Airbnb. I recently stayed at a place that was in terrible shape (dangling sockets and exposed wiring in the bath), did not match the ad at all (reserved a 2 room suite, were given a single room with 4 twins). Offsite host was unresponsive during the stay, and refused refund request; Airbnb gave us 50% back. Having to detour to another city to get the keys from a third party sounds like "host failed to provide reasonable access to the booked listing."
posted by basalganglia at 5:53 PM on July 30, 2018 [1 favorite]
Also, if the host refuses a refund request, you can appeal to Airbnb. I recently stayed at a place that was in terrible shape (dangling sockets and exposed wiring in the bath), did not match the ad at all (reserved a 2 room suite, were given a single room with 4 twins). Offsite host was unresponsive during the stay, and refused refund request; Airbnb gave us 50% back. Having to detour to another city to get the keys from a third party sounds like "host failed to provide reasonable access to the booked listing."
posted by basalganglia at 5:53 PM on July 30, 2018 [1 favorite]
Just as a data point - We recently stayed at a VRBO in Paris where there was massive construction next door. The owner emailed to tell us about a week in advance and offered a 10% discount. Very proactive and he got an amazing review.
posted by dripdripdrop at 9:52 AM on July 31, 2018 [2 favorites]
posted by dripdripdrop at 9:52 AM on July 31, 2018 [2 favorites]
Ugh! I would absolutely leave a bad review (keeping the tone of the review professional of course). Everything in this thread reminds me of why I will never airbandb. Dirty toilets, extreme noise, driving to another city to pick up keys? What?!!!
posted by WalkerWestridge at 4:09 PM on July 31, 2018
posted by WalkerWestridge at 4:09 PM on July 31, 2018
This thread is closed to new comments.
posted by randomkeystrike at 9:53 AM on July 30, 2018 [9 favorites]