I've found most guest to be respectful, but there's always a bad apple who makes us hosts fear future "dirty" guests. I had one couple with two kids who left tomato sauce stains on white upholstery, grubby hand prints all over the house, a spilled box of baking soda in the middle of the kitchen floor, indoor tables left out on the porch and on and on and on. All this after they requested a mid-stay cleaning, then complained about the cleaning crew's charges.
8
A star rating is for a moment in time, a snapshot of one event. It's not your value as a person. That said, everything fell apart because of the lack of a "bottle of Lysol"? It's hard to imagine there wasn't any laundry detergent or dish soap, even shampoo, that might have come to the rescue. Even hot water and a toilet brush can work, maybe better than anything. Leaving a dirty toilet is definitely a deal breaker.
1
I am frequent customer of Aibnb. Things have worked great, since I save a lot of money. But I have to note that the last time I rented an apartment in Bondi Beach, NSW, Australia, my comments about the place were never published. I took my time to be helpful for the host. I wonder why.
You complained about ants being... outside? Really?
8
Ronda,
Please teach your husband and child that they, too, can clean.
21
I've used AirBnB for several years now. I do think in it's early days the people that hosted were on the more relaxed end--you had to be to share your home with a stranger! Four years later I still meet up with my first time AirBnb hosts from Argentina when they visit the US, it became a true friendship and cross-cultural experience. I tend to book shared spaces in order to meet people where I'm traveling. I'm with the guest--cleaning supplies would have helped! Plus, what is that cleaning fee for?
12
I've been host and guest. I'm sitting in an Airbnb right now. I'm a female who often travels alone, so have my own pet peeves. I've more then once asked myself: do Airbnb hosts not recognize that on some level hotels are their competition? Some basics I've found lacking in Airbnbs are curtains that completely cover windows, locks on all doors and the notion that excessive rules start to sound unwelcoming. My Airbnb searches use "entire place" filter. With the in-law I'm in at the moment, I discovered that what I thought was a locked closet (no problem) I quickly realized was a door to the hosts' basement laundry facilities (problem). This creeped me out because it means they, strangers to me, could at anytime unlock door from their side and come into the in-law side where I'm renting because there is no lock for me on my side. I wish hosts would consider gleaning hotel fundamentals into the Airbnb experience they offer. I give 5 star reviews, usually, because I view shortcomings like this as oversight. I sometimes privately message hosts regarding such issues but never in a public review. I like Airbnb because I can stay in neighborhoods that feel intimate in a way that doesn't seem to exist near large hotels located on the edge of town. I do certainly stay in hotels if I can't find an Airbnb that offers what I want at a price I want. When I stay in hotels I've come to appreciate the reasonably priced, clean hotels that will have, sight unseen, locks and adequate drapes.
12
This is helpful, the locked door to the laundry you mention, not something I would have thought of.
6
I travel extensively for work and only use Airbnb. I rent “entire house” so rarely see the host, but they tend to be close by. Usually I make a video of the place and txt it to my sister, who is interested in that sort of thing. She is often horrified that I’d stay in a place with mold in the shower or whatever. I wouldn’t have noticed the mold. People have different tastes and standards. There’s room for both hotels and Airbnb in this world. Even if Airbnb cost more, which is never does, I’d prefer to over a hotel.
5
People tout home-sharing for, in part, the ability to cook in a real kitchen.
As a frequent traveler, I must ask, isn't trying new restaurants away from home part of the travel experience?
11
Given that there is frequently a cleaning fee charged to AirBnb and Homeaway guests, it seems small-minded of the host to complain. If they are asking for money to clean the place after you leave, as long as it is decently clean, tidy and respectful, and you can see how the $50 - $100 cleaning fee will get it the rest of the way there, hosts should not be complaining.
33
I left a bad BnB review of an apartment in Manhattan. the bedroom I got was tiny, dark, airless with slippery polyester sheets, no TV. There was no place to hang clothing or hang out in the living room or kitchen. Previous guests had been charmed by the patio outside which admittedly was charming but it rained the whole time during my stay. The host even asked me to stay out of the place one day so he could do a massage on a client. He was livid about my review and countered with a bad one about me. I protested his review of me with AirBn but I think both of them appeared. That said I just made another Air BnB reservation for the end of next month in Phoenix. Like childbirth you forget a bad Air BnB stay because it's just too convenient and cheap compared to staying at a hotel.
7
What does the rain have to do with the host?
3
Airbnb reviews are "double blinded", meaning the host and guests can't see each other's reviews until both reviews are written and posted, so there is no possibility of a "revenge review" in retaliation for a bad review.
9
For those claiming to only want and use "five star hotels", that's fine if you only travel once a year. But for those of us who are adventurers and frequently travel to far-flung locales, Airbnb is a godsend that allows us to travel at low cost and live like a local. I've stayed in Airbnbs on four continents and have never had a bad experience. How else could I have stayed for $35 a night in an expensive city like Tokyo or some of the high-priced European capitals? Only on Airbnb.
17
I don't need to stay in a "five star hotel," Michael. I just prefer to have some privacy and not to have to put up with unwritten and ridiculous rules or spend my vacation time (limited as it is) worrying about whether I've cleaned up after myself sufficiently. Even with the limitations on my vacation time, and my not being interested in using Air B&B, I've somehow managed to make it to 6 continents.
And please stop making it seem that only "adventurers" use Air B&B. It's about as fair as me saying "only cheapskates who don't care how they impact the local housing market would ever use Air B&B."
14
This is exactly why I've mostly stayed away from AirBnB-type arrangements - at the end of the day it all becomes a bit of an immature social media popularity contest. In the absence of clear 'rules' (or different perceptions of 'clean' and 'dirty'), the owner can criticize you for pretty much anything. I shouldn't have to spend my vacation worrying about what grade I'll get at the end of it.
I've already quit Facebook - I don't need to subject myself to more social media 'ratings' insanity. It's hotels all the way for me.
21
In this ratings-driven age why aren't more people educated about what stars really mean? So few things in this life that are rated 4-5 stars are really that exceptional, which is why we have three stars. Unless it's the Lawrence of Arabia of hotel rooms, or Airbnbs, or ceiling fans, or whatever we rate with stars, don't give it five stars.
8
I suspect that what stars "really mean" has been affected to the same thinking about grade inflation that has produced an entire generation of people who think that getting a B+ is as good as failing. What was "grade inflation" when they were in school is "star inflation" when they rate things.
6
A house in my neighborhood was listed on Airbnb for a while. My kids and I laughed at the listing because none of the exterior photos showed the actual house. Instead, they showed the much larger, gracious house across the street. The listing also included a photo of another neighbor's yard, in which you could see chairs overlooking a lovely body of water. And the listing suggested that water toys were available if you wanted to go for a swim or whatnot, never mentioning that access to water would require getting in your car to go to a local beach.... If I had rented the house, I would have been very surprised and disappointed to learn upon arrival that it was a nondescript, landbound ranch. The rent was expensive too, rivaling posh hotels a few minutes away.
Still, people occasionally rented the place and left glowing reviews. This taught me that listings and reviews in the Airbnb marketplace don't necessarily match reality.
27
The Cleanliness rating on Airbnb creates a vicious cycle for hosts, who live in fear of having their space dinged for not being pristine. The more attention devoted to cleanliness, the more hosts live in fear of guests' standards... and the more guests, in turn, become self-appointed room inspectors. The Cleanliness rating drives many hosts to ever greater degrees of compulsiveness. We invested in a heavy duty steam cleaner, use lint rollers everywhere to catch the single stray hair, sanitize doorknobs and light switches, rewash the dishes guests washed, work hours on researching and treating common and mystery stains... the result of which is invisible, or so we hope. Hosts take it personally when guests treat their space and, most especially their towels and linens, poorly in visible ways, ways in which they would not treat their own things. Worse, hosts form opinions on the personal hygiene of guests who leave crumbs and gobs of hair behind and have less than perfect aim. Hotels take these issues as a matter of course. But person-to-person exchanges are different. The escalating standards of hosts and guests are endemic to Airbnb's culture of public shaming. That won't change, I fear. But the next time you are in a hotel room ask yourself when was the last time that ugly bedspread was cleaned.
14
I’ve tried to be attracted to airBnB, but just can’t make the leap. Mostly because of the photos people offer of their messy, ugly places. And definitely because of the ‘cleaning fee’ - and now you tell me on top of the fee I have to clean, too?! No thank you.
24
A greasy table, a dirty stove, a few spilled Cheerios, this is what the usually rather steep cleaning fee is supposed to cover. The host should not have complained if she charged a cleaning fee. This hypercritical host should be avoided.
32
The guest herself was alert for ants at the front door, but then left food litter? Please.
1
Now see, Judy, it's inconceivable to me that someone would leave a stove dirty. You can't wipe down a spill after you cooked? Or a table greasy. Really? You can't wipe the salad dressing you spilled? Do you leave it that way in your own home?
"A few spilled Cheerio"s? What are you, a seventh grader? Or do you have a seventh grader? I used to make my twelve-year-olds pick up after recess. My words and tone were as follows: the maintenance men are not your personal maids. You'd be surprised how fast most of them got down on their knees to pick up the stuff they let fall -- Cheerios, cheese doodles, chips. Good kids.
5
Why didn't the author state in the first paragraph whether or not a cleaning fee was included in the rental? IF so, it's cost? And what condition the host stated that guests were to leave the house upon their departure? Who needs irrelevant comments about how she keeps her own home? I learned nothing from this.
8
Similar experience last year in DC. We had numerous problems that should have been taken care of before we entered the apartment. First day a stopped up shower drain, a running toilet, lack of extra toilet paper, and I can't recall what else. These problems were all fixed, not immediately but soon enough during our stay. We even vacuumed. We are in our 60's and neatniks. When we left I gave a good positive review because I've had a lifetime of landlording and know how a bad review can wreck your income. Next thing you know, his review of us was scathing. We were "dirty," he'd not rent to us again. This apartment had a minimum $200 cleaning fee although we left it clean. I complained to airbnb, to no avail. My husband cancelled his account and would never do airbnb again.
26
"Yet, in the end, my misdeeds were what brought us down. Would anyone ever rent to me again?"
Are you kidding me???
Everyone is so busy wringing their hands over bad reviews and yet no one seems horrified that, apparently, if a household of 4 or 5 people leaves a messy home behind, it's the mother's "misdeed"?
Her 10 year old son should have picked up a broom, along with the rest of the family, if he was so concerned about bad reviews.
Her misdeeds indeed!
15
I really like staying in an AIRBNB, and have actually made some nice friends doing this. I stayed in several in a small town in France and am glad I gave good reviews because I ended up living there.
The worst one was a walk up in Brooklyn. My room was clean but the rest of the house was dirty, and coming out of the bathroom one morning I ran into a man dressed only in a towel. Still I did not leave a bad review, as the hosts were kids and I thought they were doing the best they knew how. It is hard to be crtical after you have stayed with nice people.
We stayed in a so-so one in Paris and got a bad review because we put the used towels in a small pile on the floor instead of hanging then on the rod. Ironically, the clean towels were on the floor when we first arrived.
We are very clean and tidy people, so that review hurt and made us angry.
7
Why linger in self-doubt? Each of us is an individual, separate standards, values, likes, dislikes -- and nobody wants to be a copy of anybody else.
Celebrate your family and their work to 'live lightly' on the property owned by another; your best is always good enough -- others may simply have different standards (all un-expressed, so how would you know?)
2
The whole concept creeps me out. Give me a 5star, with 24/7 room service, that will make sure my food is perfectly prepared, with the freshest ingredients.
I want a room key that has just been coded for me and me alone.
19
Why cry about that, the author asked for it.I could not sleep in a strangers bed nor would I let a stranger sleep in my house.
I have a hard time looking at real estate ads of houses for sale, I can look at a room and tell you what that house smells like.
Stay in hotels or stay home.
7
You won't sleep in a stranger's bed but you recommend staying in hotels? Do you know all the people who slept in that hotel's beds before you? I'll bet there were a lot more than slept in that airbnb bed.
6
You sleep in a stranger’s bed every time you stay in a hotel. In fact, a bed that many strangers have slept in!
2
Do you ever stay at friends' or family's houses? The spirit of AirBnB is the same, make up the room and space like it's your aunt or uncle or old high school friend coming to stay with you. It's really not all that scary.
3
There is no way that I'd use Airbnb. Give me a hotel. I can come and go as I please at all hours , they clean up after me, I don't get reviewed. Not to mention those little bottles of shampoo. Now all we need are little tubes of toothpaste to go with the little bottles of shampoo.
17
Ask at the front desk. You will probably get a toothbrush, too!
2
All true. But you are likely to pay much more for much less with a hotel. I use both hotels and rentals and they both have their uses depending on the traveler and destination.
2
If you rent the entire home on AirBnb or Homeaway, you can come and go as you please. Many hosts provide shampoo in cute little bottles. My last rental was $86 per night, and the homeowner left us home-made cookies, butter and milk in the fridge, and plenty of firewood for the wood-burning stove. No hotel will do that for you. And you get to cook your own food and not have to go to endless restaurants of dubious quality or high price.
2
Having once been a victim of the "Gig," economy, as an out of work IT Engineer, I did piece meal 1099 work for several years during the great recession (which if defined by the same standards as 1929, was actually a depression). It was always a crap shoot. In some cases, I actually made less than minimum wage, when the smoke cleared, for work that currently pays me six figures. I have never used AirBnB nor Uber, Lyft or any similar "service." Creating an app, and calling it a business model has resulted in inferior service, and wage theft to those actually prividing the service. I have met a few former Uber drivers. They eventually threw in the towel, as most do, when it just isn't sustainable.
8
I am both a guest and a host at Airbnb. And I've experienced stellar and terrible outcomes. I can say the same about staying in hotels. I charge only $30 and spend more than that cleaning up after generally tidy guests. The guests from hell cost me triple ir more than that. I give reviews and receive reviews from guests, some of whom seem to think my house should be a J W Marriott. People need to remember that they are staying in someone's house, and sometimes they are essentially co-habiting with that person, couple, or family and need to adjust accordingly. Most of the time, all goes well if guests treat the place and the host with respect. Most hosts do a good job making guests feel welcome. Sometimes not, so reporting reviews in a reasonable and honest way, even when ugly, is necessary to make the system work.
10
Even when we leave motel rooms, never mind nice rooms in inns and B&Bs, we leave them as clean as we found them, and sometimes cleaner. That said, we wouldn't want to go into a room in a motel or inn or B&B that hadn't been professionally cleaned.
I don't like people's turning their residences into commercial zones. Lots of people wouldn't want to live next door to a busy motel, and would prefer that a neighborhood of private homes or apartment buildings remain just that: private and residential.
But if someone decides to turn his home into a motel, then he needs to be prepared to clean up after his guests. You know, toilets and all.
(And to beware of his hedges the next time he gardens. My neighbor's Airbnb guests turned the backyard into a pissoir when there weren't enough bathrooms indoors to accommodate all of them.)
12
I like to stay in apartments, cheaper and usually more space than a hotel. And, oh, yeah, a kitchen, so we can cook sometimes, or at least put together breakfast.
We always get really good reviews, but once, after a stay in Paris, we got a scathing review. Things that just weren't true, really. We worried, like you did, but we've had no problems going forward.
Joan Heymont
5
With AirBnB you pays yer money and you takes yer chances.AirBnB attracts the low end of the traveling public, the same kind of travelers(?) who when flying want to be served first class service for greyhound prices, and then there are the hosts(?)lots of fine folks, and then some who are on the low end of customer service
Some hosts skirt the fine line of local ordinances, and others who truly do a great thing by offering a welcome service. I would never belong to a group thing wherein I would be judged by an absent judge
So as I said,"you take yer chances"
6
I work as an Airbnb educator (not affiliated or sponsored by Airbnb) and reviews are a big issue for hosts and guests. As hosts, we feel hostage by a review but also want to be honest on reviewing a guest.
Something we have to learn.. including when to answer a negative review.
https://www.thehostingjourney.com/how-to-master-your-guests-reviews/
4
I clicked on your link and read the article. Good information. Thank you!
Yet another reminder of why I never have and never will partake of this nonsense called the gig economy. No Airbnb, certainly no Uber, none of their ilk.
Airbnb is destroying neighborhoods and communities, driving up rents and turning safe communities into unsafe places. In our super-sized downtown apartment building we have banned owners from misusing our collective space in this way. My only regret is that the fine for sneaking around and doing so is not higher. I think $1000/day should be enough disincentive. Cities need to demand, and get, hotel-rate taxes from these shenanigans. You want to run a hotel? Fine - insure it as such and pay the taxes.
As for Uber, let's add a $5 surcharge to every ride to offset the staggering inconvenience to all of us as hesitant, lost drivers creep along city streets incessantly braking and swiveling their heads (looking anywhere but at the road) before stopping abruptly mid-block for a meet-n-greet before their fare lumbers into the vehicle. And, since the city has decided to allow de facto taxis, it has a moral obligation to refund whatever any buyer paid for a taxi medallion. That's the first use of the Uber-ride tax.
17
Uber and Lyft drivers are required to use the GPS, or else they will be fired.
1
The common thread through both the article and the comments here is the huge misunderstanding that exists between hosts and guests about the amount of cleaning that guests should do before leaving. I'm not talking about outright physical damage or egregious filth (old food left out on counters, trash strewn around the unit, beer bottles and cigarette butts everywhere, bathrooms that require hazmat suits, etc.) Any rational person would recognize those conditions as out of bounds. The gray zone seems to consist of towels and linens, emptying of waste baskets and recycling, washing dishes, etc. Again, reasonable guests will do those things to be courteous and respectful, but clear directions from hosts upfront help set the boundaries. Sure, not all guests turn out to be reasonable, so I can understand attaching cleaning fees. But with that, some home-sharing rentals begin to approach what a hotel room--which includes cleaning--would cost.) While I understand that cleaning fees reimburse hosts for their time and labor between guests, don't charge $50-$150 in cleaning fees and then tell guests they should have stayed in a hotel.
14
One of the dirtiest AirBnB's I ever stayed in, complete with nasty smelling shredded blanket, charged the highest cleaning fee! In that case she was just using the fee to beef up her earnings as cleaning clearly wasn't on her "to do" list! Nice person but still.......
Another, in Italy, didn't clean at all. They didn't live there and rented all the rooms out to various guests. Other than his mother coming over with clean sheets and towels, that was it for cleaning. I ended up hauling bags of rotted food to the trash bins outside as well as lots of recycle shortly after my arrival. Washed a sink-full of dishes etc. Alas, the other "guests" then decided I was the maid or mom or something and they continued to just dump their dishes in the sink etc. for me to deal with. Great location at a reasonable price so I stayed but still.......
3
I like serviced 5 star hotels the cost be da--med. Who needs this Airbnb stuff. I do review on Tripadvisor though.
7
I don't want strangers staying in my house and I don't want to stay in theirs. Creepy.
16
Totally agree. Just the thought of a stranger sleeping in my bed gives me the willies. And don't even get me started on bedbugs!
2
A bad review is a big deal. As an Airbnb host I have used the back channel message board to hash out any issues I have with guests before I post that monumental review. 9 times out of 10 there is just a misunderstanding that doesn't amount to much, we work it out, and it never makes it into our review. I wish this feature was a little more front and center through Airbnb.
3
Perhaps so far I have just been lucky?
I only rent full apartments. I only rent if there are a large number of reviews so I can pick among them for those who sound sane and make judgments.
I never rent places with niknacks. I am toward the spartan.
I always clean up well so there is little sign we were there, other than the pile of sheets and towels left on a single bed.
So far, it has worked out. But maybe I am just lucky.
5
There appear to be at least three people in Ronda's family who stayed at the rental, including another adult. So I find it remarkable that in 2018 it's the female adult who apparently bears all responsibility for cleaning. Especially while on vacation. Can we please stop doing this? Among other things, it teaches sons to believe in the "have uterus, will do all housework" myth.
25
I co-own an AirBnB with my son. We worked hard to find and hire an exceptional cleaning crew to clean thoroughly between each guest. I have always assumed that it’s like the hotel business: how the guests leave things is how they leave things, as long as they don’t do permanent damage or take items away in their bags. (We still don’t know who took a liking to the $100 bluetooth clock/radio/phone charger.) some people get every towel dirty, and we have a closet piled with fluffy, white towels. We’ve had bachelorette party leave the house strewn with glitter, as if Tinkerbell had lived there. We say nothing. Our reviews are all five stars, and we never give a guest a negative review, either. Oddly, dirty dishes have not been a problem.
As a guest, it would never occur to me to clean a property after staying there. Why am I paying a cleaning fee? Maybe the hotel business won’t end up endangered, after all. I don’t go on vacation to clean, and room service is pretty nice.
18
I have stayed at numerous Airbnb properties over the past year. I never leave a bad review for a host because that would give future hosts pause. For me, the worst hosts are the lonely ones who talk to me every chance they get, even barging into my room.
Beyond reviews, what I have come to learn is that, more often than not, Airbnb is going to side with the host, because they are trying to safeguard their "supply." That's how they maximize revenue. I had a host cancel a lengthy reservation the day before I arrived and she was not penalized at all. I had another host running the TV all day and all night, but I could only get my money back if and when the host agreed. That said, when there is a problem, if you get a good customer service rep, they will make it right. If you get a bad representative, it's in your interest to get a new one as soon as possible, because, well, you can't fix stupid. I had a bad one who was set to make me lose $200 over 4 mistakes. The next rep fixed everything.
6
I've used airbnb's a fair amount and have had wonderful and meh experiences. The meh experiences were all ones that I should not have been surprised at or that I could have avoided with some additional questioning before signing up. Over time, I've learned that for me and my husband certain situations are more likely to work out than others. We (a pretty quiet but sociable older couple) prefer a separate place dedicated to guests that is on or attached to the owner's live-in property. We like having more space than you get for the same price in a hotel. We also like being able to make our own breakfasts and, if we are in an expensive place, be able to do some cooking or make some lunches. Neither of us is interested in someone's guest room or in housesitting in someone's residence while they are elsewhere. Location is important and we are willing to pay more for a good location. Any reviews that suggest that the place is noisy or dirty are no goes. We do pay attention to reviews and we keep in mind that most people are very cautious about giving bad reviews. And when we have a meh experience, we remember that we have also had plenty of meh experiences in hotels and motels in the US and abroad.
6
We stayed in an AirBnB only once. The apartment was beautiful and even came with secure parking. However, the list of "rules" given to us when we arrived was daunting--including such requirements as not using more than one towel per person or pay extra. We didn't dare cook there other than to heat water for instant coffee or tea as the threats if the kitchen didn't look the same when we left as when we arrived made it too much effort. After that, we canceled our other AirBnB reservations and switched to B&B's and hotels. Perhaps the property owners need to charge a more realistic amount for rent so the cleaning fee covers the actual cost of cleaning.
24
One of the things we realized this summer after staying in a meh place in Berlin (clean but not at all decorated like the pictures) is that airbnbs have become the choice of bachelor parties (way more beds than you would expect) and, in our college town, football weekends. Thus, the "rules" a mostly futile exercise in trying to avoid serious damage and the need for massive clean-ups. One place that relatives rented in Berlin had an extra security deposit to be paid in cash. When they got there, the host took one look at them (a 70ish couple) and said "No need for the extra deposit." They were from the UK and UK bachelor parties have notorious reputations.
4
This is why I am wary of Airbnb. It sounds like owners want to make money but don't want to lay out money. When I go on vacation, I don't want to clean someone else's house - no matter how good a deal it is.
23
Have never and will never stay in an Airbnb . If I am arriving at a
totally unfamiliar area , I prefer a large Hotel / Motel sign guiding
me not looking for a small home address . If there are any problems-
tv reception , amenities missing , the hallway being used as a playground etc , I pick up the phone and expect them to remedy it.
When we leave , husband and myself , the room looks used but not
abused in any way. Trip Advisor takes care of any comments we wish to leave. There is no public review of how we acted during our stay
or left the premises. When I go online to reserve a room , the only questions are price and availability. We do not have to be 'accepted'
by the owner. Life is too short for all of this nonsense.
36
I love AirBnB and have used it all over the world with no negative experiences. I only rent from hosts who have at least 50 reviews and I carefully read those reviews for hidden clues. And I never rent an apartment that is the host's primary residence because I find that really creepy. We just rented a beautiful spacious 2 bedroom 2 bathroom apartment centrally located in Madrid for the same price as one small hotel room in a four star hotel. Plus with AirBnB you get the benefit of a local's advice about where to eat and what to do. I love it!
8
We’ve stayed in Airbnb’s several times and they have been wonderful. its much better than the usually-corporate feel of a hotel. We typically go as a family group and we can cook together, do puzzles, play games, etc. Where else can you hang out on a deck overlooking a lake? Several hosts have left us wine and goodies. We do clean up despite the cleaning fee, and I do worry about ratings. When we leave, we usually clean the kitchen, start the dishwasher, take out trash, quick-wipe bathrooms, sweep obvious dirt, put linens in the washing machine, and move furniture back. None of this takes long and the place still needs a deeper clean, but I feel it’s being respectful to the hosts. There was once a case where the cleaning requirements were ridiculous (vacuum all rooms, squeegee showersJ, and I left a private comment for the hosts since it seriously impacted our enjoyment of the last morning. So far, we’ve received good ratings, although I’m now a bit worried about getting publically dinged for minor infractions.
6
I have absolutely no experience with air bnb, either as a host or a guest, but if I were a host and had a list of requirements guests had to fulfill, I would either post that on the air bnb website or send it to a prospective guest before he or she booked. It sounds like these rules are being hidden from guests until they arrive, which doesn't seem particularly fair or transparent to me.
The "host" of the place where the author of this article stayed sounds like a total neurotic, and I suspect that would have been obvious to any prospective booker if she had been required by air bnb to make her "requirements" public in advance.
4
I use AirBnB a fair amount both in the US and overseas. The whole review issue is so fraught with problems. I tend to just not say anything if the place had issues. This does make me wonder though as to how reliable reviews are. I'm always trying to read between the lines and figure it out.
I had a terrible AirBnB experience recently that made me decide to change my tune. This was so bad I'd had to leave and had sought help from AirBnB. They removed my review though as they deemed it to not fit AirBnB's guidelines! My attempts to warn off others totally failed and they gave me no chance to "fix" anything they deemed inappropriate; this place was so bad that AirBnB required my host to refund my payment to him so it's not like I was making a fuss over nothing.
Sometimes I end up wondering if I'm staying at the same place as the reviews seem so far out of synch from what the place/host is like. Other times it's really accurate; the place is lovely as is the host. I have seen several where the host responds with anger if the guest says anything bad; those concern me as their display of temper is worrisome.
I've never had a bad review myself yet although not every host leaves a review. I know I try to be a good guest and if I got a bad review I'd feel terrible.
As I usually stay at lower priced places I know I have to be reasonable in my expectations. If at all possible now I'm trying to find "superhosts" as they have been at it for a while and have a good track record.
10
Just out of curiousity, since I have no air bnb experience, can you refuse to review a host or a guest? Or is that a requirement of air bnb, that you have to write reviews?
1
In 2004, I bought a Brand new Ocean Front Condo on the Penthouse Floor on the Westside ( aka quite side of Panama City Beach, Florida). I decorated it to the on-site management company, aka Resort Quests “Platinum Level” ( I am a registered interior designer so I made sure that this would equal any 5 star hotel”. You were suppose to be guaranteed first bookings in the booking que, for having gone above and beyond in decorating your unit. The on-site management company would get 40% of the rentals. This would be fine if the would keep you booked at the high rate they had advertised. They claimed only one other unit was at the Platinum level with mine. So many owners merely bought “Rooms to go Packages” and kept white walls. I would never sleep in a Rooms to go bed or sleeper sofa. They didn’t even try, they didn’t want to staff up the maids to keep the units flipped, so they left them empty. They rented them for three days and left them empty for days. It was not income maximizing for owners
I was one of the first to rent my unit on VRBO. You cull the rental policies from your market. In the NW Florida Market people are expected to provide their own toilet paper, paper towels, kitchen stuff, they are expected to only have a weekly end of stay clean. I send with the rental agreement a detailed list of what you need to bring. And that the dirty towels go in the tub, don’t strip beds, etc. Some are great. Some take hrs to clean.
2
I'm an AirBNB host that tries to go above and beyond my guests' expectations, and gets uniformly good reviews. We charge a reasonable cleaning fee - $30 for a two room apartment. Even with that fee, even for a one-night stay, we are much cheaper than any comparable hotel room. And for that modest fee, we don't expect our guests to wipe down the table or strip the sheets. Most guests are very tidy, but a few have left a week's worth of dirty dishes in the piled in the sink. On those rare occasions, we leave a private message of disappointment for the guest, but never anything in the public review. I am required by AirBNB to leave reviews of my guests, but it's not a practice that I find particularly useful. The host in this article sounds petty and vindictive, and her negative reviews of guests should give pause to other potential guests.
15
@Brian - Where does it state that you are required to leave reviews of your guests? We're superhosts, and rent out two very different kinds of properties. One is timeshare, where we never get to meet the guests. I leave a review only when the guest has written one, and by its very nature, it has to be a generic review. The other is rental of a guest room in our home; we're present at all times. I initiate a review only when we've had such a good time with our guests that I really want to do it. Other times, it's only when the guest has reviewed us first. But it's NEVER because we're required by Airbnb to write a review, though they hound us incessantly to do so!
6
' a private message to the guest ' if they were messy ? Why are you
running an Airbnb ? Is the aggravation or potential consequences
If the guest does not 'appreciate ' your review worth it ?
2
Every air BnB I've stayed in has tacked on a cleaning fee (in addition to the crazy service fee for booking). I leave the places very clean, but it is just me staying without family members. Even so, I would expect that part of the cost of doing this business is to clean up after guests leave. Since there were problems with the rental (the ants et al), there should have been some understanding on the host's part. After all, it sounds like she had to use a cloth and pick up some "o's". It's called give and take. She sounds like she shouldn't be in the renting-out-her-place business.
15
Next time, stay somewhere that doesn't depend on reviews. The last time I stayed in Los Angeles, I rented an apartment for much less than the cost of a hotel. No Airbnb. Not going to depend on someone's whim for whether I get to stay somewhere for vacation.
6
I have never stayed at an airbnb where I wasn’t charged a pretty hefty cleaning fee up front. If I’m paying $100-$250 for a cleaning fee, I assume I can leave it fairly untidy and still be a good guest if I’ve obeyed all the states rules. If that’s not the case and I’ve been breaking some unwritten rule about leaving the place immaculate, I won’t be staying in an Airbnb. The point of vacation is to take it easy, and hotels have cleaning service built into the price already
32
"I assume I can leave it fairly untidy."
Everyone has his own notion of what constitutes "untidy." Does it mean leaving damp towels everywhere instead of piling them up on the rim of the tub so that whoever cleans can just swoop them up? Does it mean leaving hair around the bathroom floor and sink? (At home, one cleans one's comb over a wastepaper basket; doesn't one do the same in a motel?)
Does it mean that after having taken a bowel movement, you've made no attempt at all to see that it's all gone down?
What does it mean, that you feel you can leave a place untidy?
To me, it means having very little respect for the chambermaid.
In the general cosmic order of things this issue would seem to rank in importance with the problem of undo belly button lint.
2
You rarely if ever see negative reviews on ABnB. Mostly they're all glowing.
I stayed at a place in France once, (close to Hell) and I seriously wondered from the previous guest's reviews if we'd even stayed at the same property.
Can you imagine if hotels/inns left reviews of all of their guests?
I don't stay in ABnBs anymore. I occasionally may leave a towel on the floor of the bathroom or some cereal O's somewhere. How can one relax if you're so worried about your 'review'? and spend the last day of your holiday vacation scrubbing toilets and shower stalls.
33
in my last airbnb stay the host had posted a note of the fridge warning of hidden CCTV cameras - freaked us out a bit - trust - none ?
then on the table there was a list of items that would be charged if you used any of the items in the cupboards or fridge - kinda rocked me - like a minibar you wanna charge me if I have a cup of instant coffee from the half-full jar you provided ?
so my review mentioned that we felt that a bit creepy - the host's (blind) review said 'lovely - no problems' - then when they read mine, they went ballistic with threats and pleadings for me to change it - a little crazy sounding, so I left it as is.
30
This is (sadly) a reflection of this generation's predilection for cyber-bullying.
Melania?
22
Here’s a crazy idea: just stay in a hotel.
37
Right? I don't have a lot of money so I don't go away a lot, but when I do I do it right and don't have to worry about this weird nonsense. Or I stay with friends and family who know how I am.
16
Who could be bothered with such foolishness? Stay at a hotel next time and you won’t have all that stress.
24
Watch Black Mirror, "Nosedive" episode S03E01 for the dark potential of this kind of rating obsession!
7
I guess I have misunderstood AirBnB policies. I have been using it for over 7 years all over the world and have never had a bad experience. I know it impacts the rental market but I cannot find a room in a hotel in London for $75. When I leave the flat, I do the dishes by hand. That's all. I don't strip the bed. I don't even take out the garbage. I assumed the cleaning bill meant someone came in to clean and never thought about doing anything more than cleaning up after myself, usually in the kitchen. I didn't even know that giving a bad review or getting one would impact my future booking. I have glowing reviews and am invited immediately to book. Now I'm worried.
12
Don't like Airbnb or Homeaway. Hotels are much better, prefer the services they provide as opposed to me having to do a bunch of cleaning and house rules or get a bad review. Also these drive up home values and rents as they tighten the markets in expensive cities. I hope they are gone in 10 years.
29
And this is why I prefer hotels, cottages and legal rental vacation homes.
22
We've stayed in about 7 Airbnbs all over the world. I never write a bad review but if I have some helpful feedback I give it privately. I tend to stay in cheaper Airbnbs (expensive cities demand drastic action!) as I actually love hotels. I have to admit I've been freaked out about my reputation but so far so good. We never use the kitchen (generally) and I follow instructions to the letter. I also read every single review about a place and if there is a negative review I pay attention to how the host responded. And since I pay a cleaning fee why the heck should I clean? I strip the beds, leave it empty and and take out the trash, etc. but I'm often paying $100 cleaning fee. Anyway, my family likes the homeyness and I do like living in a the city I am visiting not just being a hotel tourist.
3
How, exactly, does spending 7 days in a house instead of a hotel make you less of a tourist? Are you going to work with the owners? Does making your own coffee and gulping down a bowl of cereal in your pjs instead of in a restaurant confer some special connection with the local population? Does a paid-for relationship with one person/family make for a more "authentic" experience than more chance encounters in other venues? How something as fake as invading a stranger's home got repackaged as being more authentic is a triumph of marketing and an appeal to the low cost, save-a-buck mentality Americans love. How many strangers have you welcomed into your home?
12
OOOps, sounds like poor Donna inadvertently triggered someone in the hotel biz.....
Sometimes you are not permitted to write a review. For months I had reserved, and paid for a week's stay in what appeared to be a charming place in Charlestown, Mass. With less than six weeks until my visit, I got an email from VRBO saying my money was refunded, huh? A little sleuthing and I found that she delisted and relisted the same place with the same pictures with the same cute dog, for more money. Could I leave a review warning others? No, because I hadn't stayed there. Would corporate help me out, maybe drop their fee or help with added cost? No. Because nonrefundable plane reservations were made, I had to find a new place. The selection was limited and the cost much higher. Had I cancelled, I would have had to pay a penalty. It would have been nice if she paid a penalty to me to offset the additional cost and inconvenience. I couldn't even leave her a bad review because I just had a reservation, I hadn't stayed there. I won't even consider renting a place without a zillion reviews now. Courtesy works both ways.
52
Horrid behavior, a terrible thing to do.
18
The host gave you a bad review simply because you inadvertently criticized her by saying something about the ants. It's a terrible change in interpersonal relationships.
9
With the amount of cleaning some Air BNB hosts require, they should pay Guests the cleaning fee.
Seriously the cleaning fees on air BNB have gotten ridiculous.
38
What I think I would do, if I were an Air BnB host, would bet o charge a clearning fee substantial enough to have a cleaner come clean after each guest.
1
Also you can be charged for damages that you did not even do.
And some rentals require deposits that are supposed to be refundable,
which can easily be held for some reason so small or not done by you at all or entirely fabricated.
Try getting your refundable deposit back from say um, Cuba. Good luck!
5
Cleaning fees tend to be high because Airbnb takes a percentage of the rent but does not take any percentage of the cleaning fee.
3
The overwhelming majority of airbnb reviews are nearly worthless, filled with over the top compliments from both host and guest, regardless of reality. For my stays at airbnbs, I give compliments where merited and critiques when justified. I've mentioned minor items such as price per nite fees being somewhat excessive given the accommodations and rooms that were deemed too noisy due to inadequate sound proofing. In both instances, I received feedback back from the hosts that essentially agreed with me. Where, in the first instance, the host ended up reducing his rates moving forward post comment. I think if one can give critical comments in a respectful manner, they're taken positively.
For this article, the author needs to man up. Hey, you left the place in sub par condition, own up to it and do better next time.
3
When I take a vacation, I rent a hotel. If I cannot afford it, I stay home. Bed & Breakfast, AirBnB and the likes, no thanks for me!
20
That might work ok for adults, but an Airbnb is great for families with little kids. Everyone can sleep in their own bedroom and not wake up the others, and you’re all in the same unit instead of being in separate hotel rooms.
1
A bed and breakfast establishment is like a motel, but often pleasanter. One doesn't have to socialize -- it's just that the ambience is less sterile. And b&bs tend to be located in town instead of on the outskirts, so you can walk to shops and restaurants. That said, depending on one's needs, each fills a niche.
The one thing that jumps out to me here is a parent raising a child under the spectre of "getting a bad review."
54
I’ve found that receiving no review from a host can also be extremely disappointing.
You wonder if they just didn’t have time, forgot, or it’s a passive-aggressive “you and I know what you did, so let’s just leave it at that” kind of situation. I can deal with the first two. The third one... not so much.
As this article points out, the guest may not know they’ve done something that irritated their host. I understand that hosts may not want to confront people - whom they don’t actually know - directly, OR trash them online. However, when you stay someplace, are polite, respectful of the property, clean every dish and hunt down every last crumb on your way out, and then hear... nothing... afterwards it makes you wonder if there was some huge faux pas that went right over your head. Or maybe they just forgot to write that review?
If you’re a host and find yourself on the other side of this equation, please give feedback.
If it’s positive, a perfunctory review is enough.
If it’s negative but you don’t feel it’s worthy of a full-on negative review and warning to future generations of hosts, drop your guest a note. Skip the public drama, and just let them know how they could’ve done better. If they’re decent people they’ll appreciate it.
4
In a previous reply, I explained that I almost never initiate reviews, and I'll be happy to tell you why. Part of our Airbnb "business" is renting a guest room in our home. We love it when the guests want to interact with us. But we also understand that not everyone wants to be "part of the family," and we respect that.
Our guests who are private people are very hard to read, and we superhosts are terrified of negative reviews. So when a guest comes in, say, at 7 p.m. after being out for the day, says hello, and goes straight up to his room for the rest of the night, there is the foreboding sense that they're not happy with the accommodations. In that case, I wouldn't want to initiate a review, even a rather generic one, and then be blasted when the guest, who wants to see what I've written, comes back with all kinds of complaints and gives us a terrible review.
Actually, it has never happened; our most recent guest seemed very unhappy. I dreaded writing a review for her simply so that I could read what she had written. What I wrote was positive, but I said as little as possible. Hers turned out to be glowing! But now I hope you can see it a bit more clearly from the other side.
3
@ Times Rita
Perhaps your guest is just tired from a long day and that's why they headed straight to their room? Or, they don't want to be in your way as you're living there so they try to make themselves scarce? I know I tend to do that unless the host gives a clear signal that company is welcome. It's really hard as we are talking about strangers thrown together in a house or apartment. None of us know the others habits, moods or how to "read" each other.
5
Of course, Greenie, and that's why I said that it's hard to read those guests. We always offer them coffee or tea, or even a drink when they come in after being out for the day, and do everything we can to give clear signals that company is welcome. But for whatever reason they're keeping to themselves, it's hard to review them beyond stating that they were neat and clean.
And what about the hefty fee they charge for housekeeping?? I just paid $50 for a one night stay. That should entitle me to not have to scrub the toilet (hate the word entitled)
28
I had one bedroom condos at the beach, the cost ten years ago of what I paid the maid service was $75 per cleaning. During the off season I would rent for a minimum of 3 days at $75/night plus tax including cleaning with a three night stay. That would be $225. That would leave me with $150 x4 which would be $600. Then people would decide they were at the beach and they wanted to ignore the signs that said Please keep the sliding class doors closed. They wanted to hear the ocean. Then they would call me in Atlanta because a.) it is not getting cool enough, B, it is not getting warm enough, c, the fire alarm is going off, d.) the fire alarm went off and someone from the office came up and yelled at me for taking the batteries out. Then my electric Bill was still $300 in the off season because they thought it was so nice outside to keep those doors open, since it was 75. Then my condo fee was $400 plus, we haven’t even gotten to my $2,000 plus Mortgage.
So for that $75 cleaning fee even if you only stay for one day of my minimum three night, my maid service has to change out the sheets and take them to the laundry. I don’t lander mine in the unit, I have them professionally done. The towels are all washed and dried. The floors and bathrooms, showers, toilets and sinks, kitchen, living dining is all cleaned. It takes approx 4 hrs.
How bad was this bad review? The article doesn't seem to specify, so it's impossible to tell whether this dreadful earth shattering condemnation was "four stars, mostly ok but a bit messy, food was left in the kitchen and the cooker was grubby" or "one star, now I have to burn the carpets, replace the windows and compensate the neighbours" or somewhere in between.
Without that information it's impossible to tell whether the writer or the host is the one overreacting. Like most of these things, it's probably just mismatched expectations and provided the review isn't of the "burn the carpets" variety no-one else will ever take any notice of it.
(I used to religiously check out hotels on TripAdvisor until I realised that I was wasting a great deal of time reading comments about slightly shabby decor, marks on the shower basins and minor disagreements about the contents of the breakfast when there were only four things that I really cared about- does the heating work, does the window open, is it above a bar that goes on till 3am and are the staff actively hostile?)
8
The attraction I fail to see
Of the phenom called Airbnb
My host was a ghost
When a problem arose't
And he could complain about me?
After bad stays through Airbnb
Including a host who would not leave
Gave me many good reasons
To stick with Four Seasons
And even Motel Six if you please.
23
I always look for family-owned hotels that are regulated and private.
7
I rented a house for my daughter's wedding weekend. The house was charming but cluttered, the kitchen grimy and the fridge and freezer filled with food. Worse still, the septic tank alarm went off, indicating a potential problem. We informed the owner who wrote back cheery notes that everything would be fine but to take short showers. Excuse me? We're here on vacation and you want us to take 3-minute showers because you're too cheap to pay the weekend rate for solving the issue? In addition, her clothes were in the drawers and closets because she lived in the house and rented it out for her income. I wrote what I thought was a balanced review, highlighting the positives of the property but also being truthful of our experience, giving her three stars, which was generous. She blasted me back with a response on the site, saying I didn't know quality furnishings and should stay in a hotel next time. The funny thing is that I stay in fine hotels all over the world--Four Seasons, Amans, Mandarin Orientals, so I do know what high-quality hospitality looks like. It all comes down to different perspectives. The owner thought her house was perfect. No one could tell her differently. If she had responded with an apology, I would have removed my review. But since she responded by insulting me, I decided to let the review stay up forever. Now when I book a house, I only rent fulltime rental properties, never Owner Occupied. They can't be objective about their own house.
12
You are going to a complete stranger's home, their primary residence, and you are living in their place for 2 weeks. They are not professional hoteliers or realtors. Of course there is the possibility they will take any scant action personally and/or irrationally.
11
st air BNB hosts are not the casual renter who decamps for two weeks
But they are renting out their homes, professional hoteliers or no. You're not staying in a stranger's home for free.
1
So why are we all paying those cleaning fees that get tacked on to your airbnb bill? that part is a scam if the renter then gets hit up for leaving a "greasy table". Owner should't get it both ways
26
I agree. The host should charge a high enough clearning fee to cover routine cleaning. Maybe not repainting if somebody threw up on the wall, but the normal clearning you would expect.
2
We rented in NYC. The apartment was abysmal. It was filthy. I took several pictures. We left early and lost 600 dollars. When I directed my concerns to the owner he said he would give us terrible reviews. At that time I could not post my pictures and Airbnb would not respond to my repeated phone calls. Still scarred we have not tried again.
18
Many Airbnbs are not someone's home. They are being used solely for Airbnb. In other words, they are a hotel masquerading as a house.
I appreciate getting clear instructions about expectations. But I think owners should face the fact they are really hoteliers.
I stayed in someone's actual home that was filthy. I will never do that again. Superhosts who are running a business are a much better bet.
8
I've stayed in several airbnbs and with one exception the experience has been stellar. Beautiful accommodations in beautiful locations for the most part, without the noise of a crowded hotel room. The big plus is the ability to cook in a proper kitchen, and often the presence of a congenial host.
The one bad experience we had was when we rented a traditional adobe guest house in Pojoaque, New Mexico. The water was so full of minerals that it actually stank and it left a film of filth on your skin. We left after only one night and did not receive a full refund as requested. The stingy host even kept the cleaning fee.
4
All too often people think they want that atmospheric place, ie the traditional adobe, but what they really want is a modern place that looks old. Earth to earth: rural places in New Mexico have issues like that as a matter of course. If you want something with all the mod cons there's always the Hilton.
3
The premise of this article is wrong. After normal use by a guest it’s the owner’s job to clean his property. That’s what the rent is for.
I’m not cleaning. I’m on vacation.
I’ve stayed in many vacation rentals, I keep the place tidy. But cleaning, no.
64
I was an AIrBnB super host in Philadelphia for many years and hosted primarily European and Australian guests, who were invariably warm and friendly. I took the hosting job very seriously and worked hard to make sure my apartment was spotless and that my guests felt welcomed and comfortable -- offered information brochures, carry out menus and brief walking tours around some of the more historic sites. Even used my art museum memberships to get them reserved entry tickets. In the evening I would offer them a glass of wine and we'd have fascinating conversations about world events. (I only had two bad experiences, which I dealt with in person -- one young woman ruined my towels with hair dye and a Chinese businesswomen who insisted on rearranging all my furniture). Upon checkout, I bade them all adieu with a packet of homemade chocolate chip cookies. Obviously, AirBnB is not for everyone but for those who enjoy the "comforts of home," it's belonging to a wonderful community of like-minded world travelers.
13
Welcome to my world. As an innkeeper and an AirBnB host I constantly dread the unearned bad review. My business has to live with them forever and it directly impacts my livelihood as a small innkeeper. A host also has the opportunity to respond to a review and I do when it's warranted.
On the other hand I truly appreciate a review that points out where the Inn may have fallen short of our guests' needs ... we try hard but sometimes there is an oversight. A face-to-face conversation is best but in this day of social media it's easier to be critical and often unnecessary.
As a host it's my responsibility to meet your needs; it's not your responsibility to meet my unexpressed expectations. Good luck on your next stay.
23
Just looked at you website and FB page - I want to visit! That little town looks charming and your B&B is beautiful!
1
I still do not get the Airbnb hype and have never stayed in one. Staying in some stranger's home is not that appealing to me. And most people's definition of "clean" differs considerably from mine so I'd much rather stay in a hotel than in someone's home, even if the home stay is free. True, some hotels are not as clean but if you have an issue, you can address it with the hotel staff and they will either move you or clean the room. Honestly, the stress of receiving a negative review makes choosing a hotel a no-brainer. Plus, I really don't want to contribute to the negative impact Airbnb has had on the local community. We were in Coimbra, Portugal in October 2017 and saw a graffiti message scrawled on a wall right outside the old university stating that tourists who favor Airbnb have priced out housing options for university students. Not this tourist!
60
Isn't a house owner who is willing to rent their house on Airbnb already pretty suspect? I mean, they are letting strangers live in their house for money. Why can't they get a real job? Hotels are professionalized, and they don't take guests' idiosyncrasies personally. They typically don't show bias against guests. Why not stay at a hotel where the guests are not dealing with strong personalities of weird house owners who need money so badly that they rent out their houses but aren't finding jobs?
13
Pluses and minuses. The advantage of an Airbnb is that you usually get a kitchen and a common area where 3-4 people (or more) can gather.
The downside is that there are always weird little things (like the ants in the article) as with any home, but that are usually avoided with a hotel.
I make sure when I communicate with the host about an issue that I tell them how great the house is, and present the issue in as non critical a way as possible. I will also make sure I communicate that I am concerned about maintaining their home.
No bad reviews yet, knock on wood.
5
I see your point, Cynthia. You think there's something odd about people renting their house rather than getting a job. But isn't that THEIR choice? You then have the choice of a particular kind of housing. For those who enjoy the service, it's win-win. But to call out people as suspect for wanting to do it and intimating they need money so badly is rather suspect to me.
8
I hope this is intended as satire.
7
I have stayed in a few VRBO/ Airbnb rentals and have been disappointed about half the time. Now, I stay in hotels and am always happy with that arrangement. In general, hotels are cleaner, more private and handle any problems immediately. Also, there is a huge range of price points to choose from.
29
I am a VR owner. This problem goes both ways. Up until recently, owners were the only ones subjected reviews, and they do work to keep us on our feet. But reviews cannot account for the multitude of personalities out there. My first four-star review (as oppose to five) devastated me, mostly because I work very, very hard to make my home comfortable, clean, fun, and worth the money people are spending to have a vacation, and I genuinely care that my guests are happy. Then a couple of friends told me to not worry, that when they are reading reviews in search of a rental property, they look for patterns within the reviews, not any any one particular review. That struck me as smart. Having said that, AirBnb and HomeAway/VRBO have done enormous damage to the private home vacation rental industry. It's a minefield, and I can assure travelers that, we owners are treated like bad employees, the punishment of which is to have our properties hidden and even delisted, so travelers are not seeing A LOT of inventory available to them, usually with the best owners because we fighting the depersonalization these two companies bring.
4
Damage to the private home vacation rental industry?
You mean damage to the year round rental availability.
Cape Cod is a rental desert today due to second (and third) home ownership.
Teachers, EMTs, firefighters, town administrators, medical personnel and head librarians all can't find rental housing thanks to this vacation rental greed.
55
I've always cleaned before we leave, despite paying for cleaning services with every booking. All of my reviews have been positive, with the exception of the one that we booked in Florida. Upon arriving we noticed cameras everywhere, inside and out, even by the pool. It was a short and last minute trip so we could not leave and find alternative accommodations. Upon returning home, I left a very honest review, stating that the home was lovely but that anyone seeking privacy should stay away. The host blasted me in his review. I then contacted AirBNB and they gave me a full refund (not asked for) and banned the host. It is against their policies to have cameras. They have already been sued for this in the past.
37
Do you have friends in any of the places you travel? If yes, have you ever considered exchanging homes, they come to yours while you stay in theirs? My point being that friends know (and more often accept) each other's imperfections. Pete C. has a good point about hotels, and in certain cities like Amsterdam, good deals can be found by staying out of town near the airport. Transport can be just as convenient as staying in the city center but costing 30-40% less. Vicki Calls mentions home rental services (les gîtes). We live in Europe and use such services, which have proven perfect for our family and extremely comfortable.
2
I have used Airbnb several times in the U.S. and abroad. All were reasonably good experiences in the sense that the places were as advertised and there were no problems with the accommodations. However, I stayed in one home in Florida where the home was really lovely and the hosts went out of their way to make sure I was comfortable. On the last evening, however, they made a racist comment about some neighbors. I packed up before I went to bed and ran out of there at first light, opting to spend hours in the airport rather than having to converse with them again. I didn't say anything in the review for fear of retaliation but I regret that I didn't mention it.
12
Same type of experience in southwest Virginia a couple of years ago. A B&B that had advertised a special price on a discount travel site. Nice place, beautiful surroundings, but the "bed" experience came with a "breakfast" discussion by the host and two other guests about how Muslims are terrorists, and Obama was a tyrant and not really American. I was horrified, and declined the invitation to a repeat experience the next morning. You just never know what you're walking into when you stay with strangers. Give me a professional front desk clerk anytime.
17
Our family travels a lot, and we used airbnb pretty steadily for about 3 or 4 years, probably spending a good few thousand dollars on the service. Then we had a very bad experience in an airbnb outside of the USA - we wound up leaving the residence almost immediately, and went to considerable expense to find a decent place for our vacation. When I wrote my review, I roasted the host and did not hold back on my criticisms; the host in turn called me authoritarian and rude; and we both tried to get money from one another. Airbnb did not give either one of us a refund but I soured on the whole experience after that. For recent travel to London we used Plum (excellent) and then on a trip to Amsterdam and Brugges, went with regular hotels (and were pleased to get upgrades for both stays). Now I'm thinking I will probably not use airbnb again as the expectations with a hotel are clear and the business will knock itself out trying to make your experience better if something goes wrong. Whereas with airbnb it all gets too personal.
39
Yes, I totally get it. I had a bad AirBnB experience and they were very unhelpful. It took a lot of time and effort to finally get my money back. I would have thought that as I'd never had bad reviews or needed their assistance they would have treated me better but not so.
Partly I stay in AirBnB's as hotels in some places are way beyond my means. I also enjoy staying in a residential area and meeting locals. It's a real mixed bag I find though. And yes, it being personal can go either way; really good when it works or really bad when it doesn't!
4
I'm a host of two whole houses on Airbnb. I rely on honest reviews to decide who to let stay in my places. Negative reviews are rare and most hosts I know from a Facebook group we're part of are very reluctant to write anything negative. I urge them to be honest so hosts know what they're getting, but to use non inflammatory language, describing what they found when the guests checked out. I appreciate the double blind platform for reviews because it prevents reacting to a bad review. FYI, you can, as a guest or host, request that a review be removed if you can convince Airbnb that it is not accurate. I have probably hosted 500 guests and given other than a glowing review 3 or 4 times, at most. In my community, no one enjoys finding their place in poor condition and likewise having to say so. Like I said, it's rare, but, in my opinion, appropriate.
9
My only experience with Airbnb (not in the US) was awful. I couldn’t move to a hotel fast enough! Since I hadn’t been the one making the reservation I didn’t write a review. Also I didn’t want to harm the future options of the person who did make it.
Not sure what I’ll do in the future but so far hotels have my vote.
15
Airbnb has a mix of good and bad hosts. The reason some of these sites like Airbnb have such a huge amount of bad hosts, is because anyone can list their place for free and open their doors for business. It used to not be like that in the old days. Nobody needs to subject themselves to hosts reviewing you publicly online. There are plenty of owners of vacation rentals who have their own websites with a long track record of five star reviews. And why pay these sites Homeaway, VRBO, and Airbnb hundreds of dollars in booking fees just for using the site? A lot of their "guarantees" are completely useless as your credit card already protects your purchases.
Next time you find a house you like - google the pics, the listing description, or the name of the property to see if you can find the same place on a site that doesn't charge booking fees, and also doesn't force you to be reviewed. Many serious owners have their own websites and you can book directly with them. No nasty reviews, and no booking fees.
6
Before Airbnb there where other home rental services. They didn't invent it. I have been using homeaway and few other services for years to rent apartments in various places in Europe. It has always worked out really well.
The apartment/houses can be reviewed by the renters, there is no provision for reviewing the rentees.
I had been thinking of using Airbnb for the first time, maybe not. It sounds like a horror show.
5
Typically it works quite well. We've only had one really bad experience in dozens of stays. The up side of convenience and amenities is great. So nice to be able to cook and, in some cases, do laundry in the unit. And, despite our most recent bad experience in Paris, we've had two WONDERFUL experiences with other Parisian hosts. The father of one of our hosts walked us around the neighborhood and introduced us to all the best shops and shopkeepers, who took wonderful care of us. We return to that neighborhood every visit now (even though that unit is no longer available) just to drop in on our favorite spots.
10
Vicki,
This is no longer the case. Almost all owners on homeaway have been converted to the new business model of copying Airbnb. Owners can now give start ratings of the guests, and they also now charge the booking fees too. But many of those owners have their own websites or list on other sites where there are no reviews or booking fees. So you can google search them out to find them directly.
3
We have used Airbnb many times on domestic and international trips and never had anything but good reviews until we stayed in an apartment in Paris this summer. When the owner checked me into the apartment, I asked if there were any rules or if there was anything she wanted us to do before we departed. She indicated there was nothing. There were no cleaning supplies in the apartment, not even a broom. So, we did what we always do absent instructions - we stripped the bed and left the linens and towels on a stool in the bathroom. Imagine our surprise to receive a review saying how disappointed she was that we had left the apartment "dirty." We had only slept and had a few meals in the apartment, and the apartment had acquired a minimal amount of dirt over the few days we were there. We posted a reply saying that if she expected her guests to clean the apartment, a clear set of instructions laying out her expectations, and cleaning supplies, would be necessary to make that a reality. (And yes, she charged a cleaning fee.)
There were only a few prior reviews on her place, so my guess is that she was a new host who expected to be able to turn over the apartment between guests with minimal effort.
We haven't used Airbnb since then, but I'm guessing the double digit number of positive reviews we've had from hosts will prevent us from being blocked out of bookings in the future.
35
My first AirBnb stay earned a rather poor review from the host. After I described the fantastic location, the nice decor, and the responsive host, I discovered that although I was personable, my grave had been pre-dug by mentioning (in a private text, not on the AirBnb website) that construction next door had woken me up at 7am one day, something that hadn't been mentioned in the listing. My fate was sealed when I didn't empty the kitchen trash can before departing, which was summarized by the host as "heavy cleaning required after his departure." In addition to paying a $50 cleaning fee as part of the rental (what that covered I still don't really know), there were no outside trash or recycling cans to be seen anywhere, no discussion of it during the check-in, and no instructions provided on where to empty the trash. Luckily, I survived the negative review and stayed in another AirBnb recently (this time with a positive review), a choice dictated more by the outrageous hotel prices that time of year than a real desire to do AirBnb again. Was it everything the pictures and reviews led one to believe? No, but it saved me money, and I realize not all hotels are what they seem from a distance either. Bottom line: with AirBnb, you're renting a place to crash from a private person/landlord, with all the caveats and surprises that can come along with that. Two AirBnb stays have convinced me to use it as a backup in the future, not as a first choice.
52
Most airbnb rentals charge a hefty cleaning fee. Why should the renter have to clean the apartment? Put dishes in the dishwasher--yes. Don't leave used towels on the floor--yes. Cut cleaning? That's for the owner to handle.
96
Agree 100%. THe cleaning fees I’ve paid have been huge. I run the dishwasher and make sure all the rubbish is in there trash cans. I’m not paying a $200+ cleaning fee and then doing a move out clean myself.
19
The foundation of airbnb are the reviews. Yet, it's all a bit of a sham. When my host, whom I didn't particularly feel was a good one, asked ME to check in her new tenant before I left because she was out of town(not offering any money), I was appalled and let her know it. She then begged me not to put that in my review, which I didn't as there were many other things to criticize about the host and they were far more important, like advertising AC, when there wasn't even a real window in my room, and the AC was actually in the living room, and when I turned it on one day she balked and had me turn it off.
Renters are afraid to write bad reviews for fear of receiving one, so if you read carefully, you'll see most are glowing. You have to read between the lines of individual reviews to have some hope of getting a full understanding of what you can expect.
Airbnb offers favorable pricing to hotels, and as usual you get what you pay for.
25
The Airbnb "review" system is a total sham -poor reviews can penalize guests for future bookings, and guests are often reluctant to review badly after they have personally meet an owner, or as Papertiger below states: "if I don't like it as much I chose not to say anything". If reviews only ever talk about the neighborhood or the location, then they are NOT saying something about the actual apartment. There are some very good places on Airbnb run by adults who take it seriously and with pride; but most places need a REAL and DEEP cleaning, (not just a change of sheets and towels) and hosts need to empty out or put away all their personal clutter.
20
I had the same experience. I had stayed in one Airbnb that was fine and we both left positive reviews. When I tried to rent again about a year later elsewhere, a vast majority of hosts wouldn't rent to me, or said their place was "full." (Even though their calendar said it wasn't. A few friends told me that it was because I only had one review and that was why no one would rent to me. I eventually did stay at another place and it was less-than-optimal; there was a cleaning fee yet when I arrived, the bathroom obviously hadn't been cleaned. And there were other issues. However I didn't leave a negative review because I didn't want to get a negative one myself. I kept getting pinged to leave a review by Airbnb and when I finally did, I left something very vague and vapid. I don't like anonymous reviews, but it was hard to leave an honest one because I didn't want to get dinged if I wanted to rent through Airbnb again.
9
There is no TripAdvisor like panel to oversee negative reviews? Did the poster not pay a cleaning fee? Was there substantive damage that could not be covered by a cleaning fee? Leftover Cheerios were an oversight and the greasy stove is part of normal cleaning afterwards covered by the fee? So this seemed minor on the summary, just a grumpy host.
48
Another reason I would never use an Airbnb rental! Hotel transactions are so much more clearly defined; I'm not left wondering if the maid is mad that she had to clean my room after I checked out. (And I always leave a tip for the maid, b/c cleaning rooms is not a fun activity.)
88
Yes. A hotel for me too. I don't even like to stay in a friend's home. I value my privacy and I assume they value theirs.
65
An Airbnb can be a real delight, but you have to spend a lot of time reading reviews and looking at the photos. It used to be a lot easier to do this, but now that Airbnb is so much more well-known, there's been a flood of people who seem to think they can just put their room up on the site and watch the money roll in (i.e., Craigslist, which used to be a real resource but is now bordering on a hot mess.
I stayed in one a few years ago here in San Francisco (where I also live) where the host left excellent instructions, was always available, and the apartment was as much like staying in a hotel as a converted apartment could be. If you "read between the lines," and book far enough in advance so you have the time to do the research, you can have some really nice stays. I'd say don't rule it out!
16
I rent my house out using Airbnb. I am a "super host" and have "instant booking" which means that people can make a booking without asking for my approval. I have rarely had a poor experience. The few times that has happened I just didn't leave a review. Most guests are very respectful and appreciative, which makes me happy.
41
We are "super hosts" with Airbnb and, yes, we have had the occasional problem tenant. In one case it was someone new to Airbnb and did not seem to understand the rules. We gave them private feedback but not a bad private review.
Unless the behavior or messiness is egregious, we just give private feedback.
66
We have just completed our 11th trips with Airbnb, and I always pay extra attention on what to say in the review. Airbnb gives you the space for "public" review, which if I liked the place I gave it a good review, and if I don't like it as much I chose not to say anything. Airbnb also gives me the option for leaving a private review for the host, and for those I rated highly, I air a few concerns I have, just for the host to see. When I write a review I keep in mind of how receptive I would be if I was the host.
So, my policy on leaving review is, if you have nothing good to say, or anything makes you feel only 75% good, don't bother to leave one. However you have only minor issue like cleaning supplies, I talked about those in the "private" review for the host, and only leave glowing review for the "public" section.
While it is true that cleaning fee is already applied in the payment, and host would be expecting some uncleanness after a stay, reviews for these houses influences one's ego more than anything else.
12
That happened to us, too. Then I sent the owner our bill for cleaning supplies and she paid us. Maybe her cleaning lady was jealous because she had nothing to do?
14
The host of an Airbnb told me that her bad guest review caused employment problems for her guest. He begged her to retract it because it was detrimental to his job search. She could not retract it once posted.
17
Why would anyone subject themselves to this kind of nonsense?
You can keep your "sharing" economy. I'm happy to pay to stay in a nice, anonymous hotel, and not have to worry about whether I was sufficiently friendly, neat, etc. If I'm in a bad mood, or don't rinse the shower out sufficiently after shaving my legs, it's no one's business but mine and the housekeeper (for whom I always leave a tip).
208
Because when done right, and with the right people, it can be a really fun and memorable thing to do. I stayed in an Airbnb about five years ago in Sonoma, CA, and paid probably two-thirds less than I would have in a hotel anywhere in Sonoma.
I got to meet the owner's dogs, her family, and the owner herself when she got back from her trip, and stayed in her two-room unit (bedroom and separate living room) that was fully equipped with everything from extra blankets to her son's DVD and book collection (he had the same taste as me! so much fun).
It reminded me exactly of staying in bed-and-breakfasts (the "bnb" part of Airbnb's name) in England and Scotland. Which is what Airbnb was originally about! Just because you don't want to buy into the label doesn't mean you have to write off the entire company/industry.
6
You and me, both, JM.
4
I am sick and tired of Ebay continuously soliciting me for 5 star feedback. If I were to be honest, most purchases deserve a neutral rating, certainly not 5 stars. But Ebay will not allow you to post a neutral or negative review for 7 days and then keeps demanding "do you really want to do this?" For the cheats who sell on Ebay, once your money is refunded (after a brawl with the seller), you are not allowed to warn future clients that the seller will take your money and not send your purchase or insist that a 2x3 rug is really a 4x6. Recently I paid a Toyota dealership $8900 in repairs. They knew I was ill and in and out of the hospital. My first day back while resting comfortably from sedation, I got a call from them waking me up wanting "feedback". I told them that my feedback consisted of not stopping payment on the check. When I see consistent 1 star reviews mixed with one 5 star review, I know the owner's mom is posting.
27
@Eli: Sounds like you need to stay off ebay! I've made hundreds of purchases on ebay over the years, and in perhaps 6 cases there was an issue that would have made me leave less than 5-star ratings. If the item I buy is as described/advertised, and it arrives in good order, having been reasonably carefully packaged, and is delivered as quickly as promised, why WOULDN'T I leave 5-star rating on that?
Do you check a seller's feedback percentage on ebay before you buy? Because I do, and I will not buy from anyone with a positive feedback below 99%.
But having read your comment, I will now view "neutral" ebay reviews in a new light - with the knowledge that some people don't have a clue about the system! What would it take for you to willingly give a 5-star rating? Would the seller have to hand-deliver your purchase on a silver platter?
3
I'm, because 5 star implies going above and beyond expectations. Ordering something online and expecting it to arrive is 3 stars. So I don't review purchases.
3
What exactly is the cleaning fee that is added to the cost if not for cleaning the rental after you use it. I understand tidying up before you leave but a total scrub. Confused in NC
131
There's a wide chasm between a "total scrub" and leaving the place a total mess. An Airnbnb rental isn't a hotel. It's someone's home. Even if a cleaning fee applies, guests shouldn't expect hosts to pick up wet towels from the floor, toss old food from the fridge, collect empty beer bottles from the bushes (and cigarette butts from the patio), and move furniture back from one room to another.
13
We're AirBnB hosts. We have done all of the things you mention to clean up after guests. Most people are very neat and clean but a few behave badly. We don't take revenge with a bad review, we just clean up for the next guest. The only line we draw is smoking in the unit. We are adamant about no smoking and we have had only one guest smoke (and we complained about it).
15
@Mark: As you’ve probably guessed, I’m an Airnbnb host, too. Despite what I wrote, we’ve never posted a negative public review. We move on after each set of less-than-ideal guests. But guests should understand that reviews cut both ways. These are homes. Not Marriott or Motel 6 accommodations. They are priced accordingly and should be treated accordingly.
7
This is why hotels were invented. Not mention the impact of AirBnB on neighbors! In my apartment I don't want strangers constantly coming and going, and inviting their friends. In private homes, many BnB operators are happy to take anyone with money leading to parties and strange practices annoying the homes next door.
104
While I have stayed in some charming Airbnb's, I prefer the consistency of trusted hotels and not playing these ratings games. I have felt my own internal pressure to give decent ratings to places I would never stay a second time.
98