Do AirBnB hosts write attacking reviews of guests if they expect bad reviews from them?

[DoggerelBank]

Just trying to work out why our hosts' review is so horrid, and wondering if there's any benefit for them if they give us a bad review. Also wondering if this means we'll find it difficult to use AirBnB again in future. I've had probably more than 20 trips without any problems, so I really hope not!

I've just received a horrible review after staying on an island recently. The trip was pretty bad as ferries to the island were up the spout. We had to arrive a day late and leave a day late, spend most of our last day queuing for a ferry that might or might not leave, and spend hours on the phone trying to work out how to get there. When we arrived, the first thing the host said was that we wouldn't be able to get off again on the day we had planned, which after all the hassle getting there was a bit demoralising. But we were polite and made the best of it. None of this was the hosts' fault.

The heating was broken down on the morning after our arrival. They spent some time trying to fix it and eventually had to get a man in to sort it out. We weren't rude or angry about any of this - all fine, these things happen.

We hoovered before we left, emptied rubbish, and left everything spick and span, as we always do.

Anyway, got home, wrote a nice review, because they were helpful and friendly (almost too friendly), and the cottage was great. Mentioned the ferries in a 'this probably won't affect future visitors, but worth checking ferries are working OK now' sort of way.

Two weeks later, have got an awful, awful review from them. I haven't even read to the end, because I closed it when I read that my husband has horrible facial expressions and that we 'made a complaint within hours of getting there'. Well yes, wouldn't most people if there was no heating and very cold, snow-on-the-hills kind of weather?

It was a tricky holiday but we made the best of it and have some good memories. I think this will really really taint the memories though. Why would a host do this?

I can't make sense of your title. You posted your review before theirs?

Yes. That's how it always seems to work on Airbnb. You post your review, and only then see what the other person has said about you. In this case, there was a two week delay before they wrote theirs.

I wrote a kind review for a villa but mentioned the neighbours were very noisy and had parties until the early hours. I then got a nasty, scathing review back saying we were dirty and left it a state. We didn't, I cleaned but we did also pay a cleaning fee so didn't scour the place from top to bottom. She sounded unhinged. It put me off using the platform but I have only had more positive experiences other than that.

Glad it's not stopped you having positive experiences afterwards. It's mortifying to think of future hosts being primed to take offence at my husband's face before we even arrive.

This particular island has had an awful time recently with ferries, so it's understandable that business owners of all sorts are at the end of their tether. But goodness, this has upset me.

Don’t be upset. Most people read the reviews of the property, not the reviews of the guests; why bother unless you think they are a bit bonkers in which case it can be a bit of a laugh.

I very much doubt whether any host is going to turn down a booking because some other host got the hump in this economic climate!

I don’t think it’s common but I can see that the system would encourage that - to undermine the other’s review. Can you challenge with the platform itself? Suggest they’re both removed perhaps?

@Allthegoodnamesarechosen Thanks. You're probably right people won't turn us down. I just need to grow a thicker skin - and make sure husband doesn't read it.

The stupid thing is, I'm such a doormat that I'd still want to leave my nice review for them if they're struggling, which I assume they are. I feel sorry for anyone trying to run a business there at the mo.

Why on earth would a host make such personal remarks, how rude. I absolutely hate sites where hosts can review guests. I don't use airbnb for that reason, but I booked with vrbo not realising the same applied there. It's awful feeling you're going to be judged, it's meant to be a holiday fgs. Can you change your review to be more honest/ less nice? You are a paying customer not someone they are doing a favour for. It really is cheeky to insult your customers.

Honestly, don't use Airbnb because guest should not be reviewed, guests should leave a place reasonably tidy but not be responsible for cleaning. It's a ridiculous model.

If you're a shitty guest, it's good for other hosts to know that in advance.

I’d take that up with AirBnb @DoggerelBank, stating the facts about your stay and pointing out you wrote a nice review so you’re a bit perplexed by the review left about you by your hosts. Especially pointing out any factually incorrect bits. I think it is valid to be concerned future hosts may be put off by a negative review of you, which is why I would challenge it.

Thanks, @Denim4ever and @Rachelshair. Yes, they got a lot of money from us for what ended up as three nights, since we couldn't use the first or last nights that we'd booked (realised my OP says in error we had to leave late, but we had to leave early to ensure we were back at work on the right day.) They said the ferry company would refund us for one of the nights, but that isn't the case. All very disheartening.

Thanks, @KolaBear. I'll look into whether Airbnb can take down the nasty comments.

I’m pretty sure you can report the review to air bnb, and since they’ve made personal comments about your husband I imagine it would be taken down.

Apart from the fact that the OP clearly wasn't a 'shitty guest' the Airbnb model encourages lazy owners to provide below par service and no cleaning and also judge guests. Reviews should be about the service a customer receives. Reviews of customer performance is something Airbnb and a few other things like Uber invented.

Bloody hell @DoggerelBank I’ve just read your op again, I thought the bit about your husband was his expression when he read the review, not what they’d said about him in the review. That’s shocking. Defo complain.

But your title still makes no sense.
You gave your review first, it had no bearing on how they later reviewed you.
Was there more to their review than stating that you made a complaint (which seems factually correct)?

Hosts cannot see a guest's review until the host publishers their own review. Same as it is for guests. That way no one can write a 'pay back' review.

They may have done it because they predicted that you were going to leave a bad review.

I’ve had this with uber - I had to ask a driver to stop speeding and also stop using his phone. He scored me a 1, I assume in anticipation of my score. I imagine the host has done similar and you should definitely reach out to Airbnb.

If they wrote it after receiving your review, it's probably because the never-ending trouble with the ferries is threatening to ruin their business, as well as making life on the islands difficult in general. They'll worry that you pointing out the ferry problem in your review will mean that people won't book with them. It's not your fault, but it's a very sore point for islanders.

I didn't say OP was a shitty guest. You've inferred that.

I agree that the cleaning fee is outrageous but reviews can be used by either side to unfairly criticise the other. I've seen posters on here who own AirBnBs upset about a poor and, in their opinion, unwarranted review from a customer, who coincidentally wanted a refund but was not entitled. Which can affect business and have a much greater impact than it would on a guest receiving a poor review.

I think you're being a bit precious about the review system.

I am glad I don't help to deny local people a family home by using Air BnB. What is described here makes me even more content in my decision. The only comment from someone reading a review of their property should be if facts are missing or there are downright lies.

Both parties have to submit a review before the comments can be seen, or the review window has to expire, so that if one side has submitted a review then, on expiry of the window, the other can see it but not submit anything themselves.

I have seen comments from hosts in reply to a review that a guest has left. Not sure if that works the other way around