Airbnb actively encourages and is pretty persistent in reminding you to leave reviews after a stay. Every reminder from them says “help the host improve.” I generally discuss any concerns I have prior to a review to be fair to the host. ALL previous hosts have been incredibly appreciative of this approach, they have genuinely listened and been attentive to my concerns and they’ve welcomed and acted on fair and constructive feedback. With this host, my attempt to provide feedback was met with an accusation of “threatening behavior.”
This unit was not clean at check in. Dirty dishes in the dishwasher. Stale and stagnant water in the Keurig. Dried toothpaste on the side of the bathroom sink. Floors with dust bunnies. One bed had the appearance of being slept in. Refrigerator shelves not clean. And there was a prior guest’s leftover food in the unit. We always perform our own cleaning and sanitizing protocol and corrected some of the things found in the unit. We tried to make the best of it because the reason for renting this unit was a limited supply of rentals in this location and we were within a half a block of family.
I attempted to provide some feedback to the host post stay. I did not ask for, hint at nor expect any compensation of any kind. I was simply trying to be helpful. The host completely ignored me, did not acknowledge my concerns or that I had sent a message. After waiting a few days, I sent a second request stating that I would like to go over these things and if I continue to be ignored, my review would be less than favorable, and I’d need to escalate my concerns to Airbnb (especially in the COVID world). The host sends the following message “You never once complained during your stay. I feel threatened by your message. There is nothing I can do to assist you or accommodate you at this point in time.”
Reality check - it is the fundamental right of all Airbnb guests worldwide to leave a potentially unfavorable review and escalate concerns to Airbnb especially when a guest’s concerns are ignored, even if these concerns are post stay. Concerns do not disappear simply because you are no longer in the unit. Stating and doing this is not “threatening behavior,” it is simply a guest exercising their Airbnb rights. Of course, I made Airbnb aware of this accusation and they see no threatening behavior. The host was more interested in the timing of my concerns vs the actual concerns. The timing of my concerns is irrelevant – the unit was dirty at check in, period.
Be careful with this rental/host. A general lack of professionalism. A sour attitude. It appears this host cleans her own unit and may struggle to do so otherwise why not just say I will discuss your concerns with my cleaning service? Hire a professional cleaning service. Questionable adherence to Airbnb’s 5-step enhanced cleaning process. Unresponsive to inquiries. Needs a thicker skin. Takes offense to feedback even though Airbnb relentlessly encourages it. Does not understand that writing a potentially unfavorable review and escalating an issue of concern to Airbnb is a fundamental right afforded to ALL guests and is not threatening. Uncertain commitment to improve or show concern for a guest’s experience even though again Airbnb relentlessly encourages it. There are other units in the Washington Park area that are much better. Two years ago, we rented 6 Airbnb units in the area for a wedding and each host/unit was spectacular.
I for the first time rented from someone other than a superhost and I learned my lesson. Superhosts are professional, they care about their Airbnb brand, they are true small business owners, they are responsive to guest’s messages, they genuinely listen, they are attentive to guest concerns, they welcome and act on constructive feedback, they do not attack their guests and make allegations against them, they understand guest rights and they are always looking to provide you with the best Airbnb experience possible.
For additional perspective, consider reading a review left by Rosalie, a former guest in April 2019 and her experience, comments and what she thought of this host.