How would you review this airbnb guest

[Ihadashittyairbnbguest]

We rent a room in our home on airbnb. Over the last 6 years we've had some lovely guests, some ok guests and everything in between. But we've just had a guest who was so rude, antisocial, uncommunicative, surly and abrupt, it’s really taken us by surprise.
Anyway, we would like some advice on how to review her. In the past she has been both a host (not at the moment though) and a guest - before she booked we could only see her guest reviews which were positive and once she finalised her booking we could then read her host reviews which were varied to say the least, ie mostly ok but one or two very harsh about her behaviour as a host.
Her behaviour and attitude to my family while staying here was chilly, surly, mildly unpleasant, anti social; she had her own room and facilities and a key to the front door so we had no need to interact daily, plus covid precautions meant we mostly kept to separate parts of the house.
Our reviews are really good and we've been a super host for ages. This guest even came to see the room before booking so she knew what she was getting and our photos and listing tell it exactly like it is. No nasty surprises when you get here.
Throughout her stay she left quite a mess to clear up, didn’t keep her food prep area clean, lots of rubbish to throw out and food left to clear away; she cleared out one of our cupboards and left the contents on the floor even though there was loads of other shelf space she could have used, left dirty dishes on the floor for us to pick up and made various demands which we were unable to meet. After 5 days she threw her bedding into the hall as an unspoken message that she wanted clean linen (I offer fresh linen and towels every 7 days). There are loads of other things, these are just a few examples.
We could give her no review, but feel we want to let future hosts know that this lady was an unsatisfactory guest. How can I word a review that makes it clear this wasn't a good hosting experience without listing the unpleasant behaviours – as I’ve done here. She didn’t really break any ‘house rules’, but she was hard work, unpleasant and we wouldn’t have her back.
I was thinking something like this ... “the lady stayed with us for several weeks; she was quiet; she might have been happier with a sole occupancy arrangement”
I don’t know …. I’m stuck.
BTW we work very hard to look after our guests and make them comfortable and welcome, we need the money we make on airbnb, and we've never had any guest treat us like this lady did.
Any suggestions welcome. Thank you.

Are you able to see what her reviews left for other hosts are like?

Last time I stayed in an Air B&B we each write each other reviews and we were only showed then after both had been written, is that not right?

I would say something like "Several aspects of this guest's stay with us were not in accordance with our X years of experience of guests renting a room in our home. We strongly advise that this guest would be better suited to a hotel in future."

I have no advice in regards to passive aggressive reviews, sorry. You've convinced me to never stay in an Air B&B, though; it sounds like fucking hard work.

@Thenose

I have no advice in regards to passive aggressive reviews, sorry. You've convinced me to never stay in an Air B&B, though; it sounds like fucking hard work.

Good decision.

@H1Drangea

We’re super hosts too , and I’m on a Facebook group of U.K. hosts The code for bad guest is Whatever Her Name would be better suited to a hotel

Mark her down for not following house rules and leaving the place clean and tidy
Say that you wouldn’t welcome her back

Yes, we hist and this is what to look out for. Don't detail things. I know plenty where the guest has then retaliated in a serious manner making all sorts of things up, complaining to Airbnb, tax, local authority, neighbors, stalking on FB etc etc. It really is not worth the risk. Just the hotel review and we will get the message.

I'm going to put something together and will definitely use the hotel code, which I hadn't heard about before. Are there any other codes that hosts or guests use? Wouldn't a glossary be useful🙄

I'm a super host too. But we rent a whole property out.

Id just say "we would not host this guest again."

And leave it at that. You should leave a longer private review for Airbnb so that they know why.

@Thenose

I have no advice in regards to passive aggressive reviews, sorry. You've convinced me to never stay in an Air B&B, though; it sounds like fucking hard work.

Ditto.

I am actually in a state of disbelief reading the post if I'm honest

I am slightly concerned at the "emptying cupboards" but it sounds like the OP wanted the guest to fit into her family and join in.. and that's just weird.

@Ihadashittyairbnbguest

I think the bit I wrote originally about her being 'quiet' was misleading because she was actively avoiding seeing us, ie she would sneak in and out of the house, which is fine when you don't want to make a noise and disturb people, but it was absolutely obvious she was avoiding having to meet us. on more than one occasion she would be coming out of her room as I passed and she'd quickly nip back in and wait till I'd gone downstairs then come back out. That's not a problem in itself, I'm quite happy with people not wanting to talk, I just want to make sure they're comfortable and have what they need, I don't need to have long conversations. But it was part of a pattern of anti-social behaviour which coupled with her rudeness, untidiness, dropping food on the floor, etc etc made iit difficult for us. There's other stuff - but my aim here is to get some help with writing a review that gets the message across to hosts without going into all the shitty details.

As someone mentioned on a previous post, and I agreed, I think she could have MH issues which causes this unpleasant rude behaviour and I wouldn't want to put any other host through it. Or she may just be born that way. who knows?

In any event, she would be better off in a hotel or sole occupancy place to reduce contact with hosts in their houses.

There's been some good suggestions on here. Thank you.

I think it's weird how much you were monitoring her behaviour and actions so much. Maybe she wanted to go to the bathroom and thought you was on your way and she didn't want to feel awkward so just stepped back.

Even if she's socially awkward or whatever she doesn't really owe you an explanation. She just wanted to be left alone.

Perhaps you'd be more suited to a hotel 🤔

You couldn't be further from the truth about wanting her to fit in with our family. On the contrary, she was someone we preferred not to be around.

And we never do expect guests to fit in with us, we leave them to their business (as we did in this case) and we get on with ours and reviews we get reflect guests appreciation of that.

We considered some of her actions quite provocative and attention seeking , ie contents of the cupboard on the floor, dirty dishes on the floor etc. We decided not to respond having already decided she may have MH problems.

It was a tricky few weeks.

Just be very factual. Describe her behavior/ actions eg leaving the bed linen outside her door and let people decide for themselves if this is the kind of behavior they would put up with.

You could do a funny poem revealing all.

Although Op, it's not always what you say, it's what you don't say that will leave people wondering.

I wouldn’t bother to post a review of her. I think she is the type to try to make things difficult and I wouldn’t be drawn into it. Most of your experiences have been positive, this one wasn’t, it’s swings and roundabouts.

I am also an Airbnb host. Like you I have had all kinds of people staying with me.

I change their towels every 2 or 3 days. Linen stays on for a week, although I do offer them a refresh if it’s very hot.

I don’t allow kitchen use with one recent exception who wanted to stay for a long while. I cleared space in a cupboard for her, and let her have a couple of shelves in the fridge for food. I negotiated kitchen use times with her to fit in with both our schedules - it worked fine.

When you write the review you are able to leave star ratings. These are not public, only hosts can see them in aggregate form. Unless a guest uses airbnb a lot a few low ratings will pull an overall rating down. If she was dirty mark her down.

By the way you shouldn’t let a guest view a room before their stay - Airbnb do say that.

Future hosts will appreciate a heads up about this woman, so leave her a review. I would want to know.

@Frannyhy

I am also an Airbnb host. Like you I have had all kinds of people staying with me.

I change their towels every 2 or 3 days. Linen stays on for a week, although I do offer them a refresh if it’s very hot.

I don’t allow kitchen use with one recent exception who wanted to stay for a long while. I cleared space in a cupboard for her, and let her have a couple of shelves in the fridge for food. I negotiated kitchen use times with her to fit in with both our schedules - it worked fine.

When you write the review you are able to leave star ratings. These are not public, only hosts can see them in aggregate form. Unless a guest uses airbnb a lot a few low ratings will pull an overall rating down. If she was dirty mark her down.

By the way you shouldn’t let a guest view a room before their stay - Airbnb do say that.

Good comments, thanks.

But why is showing a room before the guest books not encouraged?

It has led to hosts being burgled later.