Thanks for the video. I've had a couple lunatic liars lately and it's helpful to hear the rational perspective.
@imrichardfertig
7 жыл бұрын
You're welcome. We all go through it. Typically happens in bunches haha.
@helenezonana
7 жыл бұрын
I had the same bad experience with a father and daughter from Turkey. She booked 1 single room for her and her father (she was approximately 24 years old) and wanted two rooms for the price of one. Then the father suggested he found accommodation for one month for $500 dollars. I simply told them I could not accommodate them, they expected a discount without even seeing the place. I tried to be flexible and offered $4 dollars off of two rooms, but they didn't think it was a good enough discount. They were supposed to stay for 5 days but decided my place was too expensive. I was thinking :why would any one bother booking a place they cannot afford to begin with?
@englishlovers7261
5 жыл бұрын
I have a theory about this. I think they used your place as an address to get a visa. Then they couldn’t get out of paying, so they tried to trump up a complaint. They had another place to stay all along. They just couldn’t use that address at that time.
@alexaschannel7659
7 жыл бұрын
ahhh, that was so crazy..., this week i had a couple, who was really rude, they complained about the bedroom not being super clean, even tho i am super careful about that, and they said there was dust in one bookshelf, and i was like.. okay come one??, seriously ,you are giving a bad review because of that?, his comments made me feel like my place was disgusting.. i believe guests need to be more comprehensive about the fact they are staying at someone else's place NOT hotel. Plus, i kept message him, on their whole stay, and he never responded all my inquires if everything was ok. I am the best Airbnb location in the Area.. and still, this guy with the wife gives me a bad review. and he even complained about things, that were actually listed on the profile listing... guests need to read the listings before booking. :(
@imrichardfertig
7 жыл бұрын
I hear ya Alexa. Here's two tips: 1) Try to emphasize with the guests about the dust (not saying you didn't) but you never know maybe it affects their sinus more than normal. Let them know that you agree with them and get it dusted. 2) and MORE IMPORTANTLY don't let guest reviews beat you up. You're a good host and you know that. I'm a firm believer that you can't please everyone and I know it's easy to take it personally. I've done it myself. Keep your head up and you're on to the next one!
@diegogarza7384
7 жыл бұрын
Hi Alexa! I just had the same issue last week. A family of five were staying at my place, and the lady who booked the room was very rude and disrespectful the whole time!, i really tried to keep her happy with more amenities than they paid for, but was absolutely worthless. At the end she gave me a 3 star review, and another guest staying at the same time in another room also gave me another 3 star review complaining about this lady and her family!. So, don´t feel your place is disgusting, as Richard says... another guests will find it great! and those are the people we need to focus on!. :) Let´s learn from these experiences and do our best to improve our hosting.
@TheSilvergwarf
6 жыл бұрын
Nice I feel you....I got simulair issues. A woman needed to move and she booked 22 days months before....then the last moment she found a friend that she could stay for free. So she wanted to change the length of stay to 1 day instead of 22...so I called aibnb and they told me i not need to refund If I not want...but due to my soft nature I agreed pay 50% back.... since basically she stayed 1 day and felt she was economically screwed...., not having any empathy to understand that you book the dates and those days are blocked ...so you might loose business if you got cancellations all the time and not using a strict refund policy..although I got a strict policy....,.....beside of my generous decision....I gave her 5 star for her because I usually do for most guests... but the next thing she does is giving 1 star for everything....That woman is a sour-plum and I regretted giving her back even 1 cent and regretted I felt sorry about her moving and helping her out....even I helped carry her luggage and let her check in at a unusual times.......on the contrary of this experience I got also 50% of the ratings to be 5 stars, because I am helpful and provide most things if guest ask me. As a start up things are developing but it will be fine eventually
@tessslakimmo7750
3 жыл бұрын
That’s why it’s very important by host to write them a bad review also as soon they start complains u bet they will write a bad for you so to protect yourself u have to write them also that they complain about every little bit so other host see it and they will be careful with such guest
@tessslakimmo7750
3 жыл бұрын
@@TheSilvergwarf that’s why always be honest with ur reviews about guest . Give them bad review also before they give u bad one . Peo who complain before hand u bet they will review u bad
@diltonqleao
6 жыл бұрын
Hi Richard, congratulations for helping so many hosts/guests! I rent my own house since 2005, around 3 or 4 times per year. In many websites. I have a lot of experience, never had a accident, or got stolen, or any serious damage. . I have only 2 reviews on Airbnb, both positive and 5 stars. I alwasy keep my house very clean, organized, with every thing working perfectly What hapened is that I hosted a family, they looked polite, reliable people. The booking went all right, but they demanded to EARLY check in, they demandes EARLY check out I atended everything they asked, they broke a chair. I did not complain, I didnt charge them anything Because I really wanted, I expected a 5 stars review After check out I gave them VERY VERY positive review, 5 stars. And some days later I asked for a positive review for me. They BETRAYED me in a so horrible and unbelievable way, that let me in to TEARS! Their review was all 1 star, They said everything was old, dirty, stinking, that the location was dengerous etc etc Everything LIES, just pure LIES. I called Airbnb many times prooved that it was not fair, etc asked them to remove their review etc They simply said they coudn´t remove and I should public reply and defend myself I delisted my house imediatly. And Im decided to RE LIST my house again, I would loose my 2 positives reviews but I get rid of this unfair false review. Is it possible?? Will Airbnb alow me to do that, or can it block me? Can I use the same pictures?? Same adress, same email? Or shall I change the adress a little bit, change the text, do I have to change pictures? etc Thanks a lot
@cathylydyorke2347
3 жыл бұрын
Yes, it can be so disheartening when someone complains about something. We had a couple and their son last year, in between lockdown. The woman complained of a smell, she said it was gas. We reassured them there was no gas, but they wouldn't drop it. She was literally hysterical, talking about the non existent gas. Then one of the smoke alarms beeped, because there were new batteries, they complained that it was driving them nuts. We offered them a full refund and they went. Anyway, they wrote to airbnb to complain about our property, by mistake they sent their message to my daughter who does all the admin and hosting, the message was full of lies. It was so distressing, they said that there was an oil or gas leak (which we apparently told them about!) said that they had to switch off the alarms because they didn't feel safe with one beeping. Then said their throats were agitated with the smell of the oil or gas. Airbnb shut us down immediately saying that they take safety very seriously. Fortunately the next day, we got an electrician and plumber over to do safety checks (airbnb covered the costs) they stated that everything was safe and in accordance with EU safety standards, no leaks, no smell and that we didn't have gas to the property and that the oil tank outside was new and in perfect working order. The whole affair made me very anxious, the next people who came, I was literally out of mind with making sure everything was perfect for them. Anyway, just that there will always be one bad apple. As hosts, we can only do our very best for our guests and experience shows that most people are really nice.
@rezatashakori2
6 жыл бұрын
I have 18 2bedroom airbnbs for 2 years and costumers complain no matter what you do. its human nature and the some people are a pain no matter what you do. I had guest stealing my fob keys and yelling at me that they left the key. they stole it only because they wanted to use the pool and gym and one they they got caught !!
@imrichardfertig
6 жыл бұрын
Oh man that's not good
@shaoqinglihu696
7 жыл бұрын
I've watched this video before, and here I came again cuz it's so meaningful. I've been analyzing other listings in my area, one of them is doing a great job replying with every one of the reviews, but I also noticed they are taking negative reviews too personally, sarcastically attacking back like saying next time you should go to Hilton......that is really bad in my opinion.
@TomsBackyardWorkshop
6 жыл бұрын
I think they just wanted to stay for free.
@zetametallic
5 жыл бұрын
Yes I thought exactly the same thing. My husband (used) to have a friend like this who complained at everything in order to get it free and laughed about it- I watched the staff panic at one venue as his screaming son caused havoc and then he complained about the food. I apologised to the staff and paid our share. Disgusting.
@AnemosFPV
2 жыл бұрын
Yeah...that’s what they wanted.
@kimlassiter1603
Жыл бұрын
So many people are trying to do this now. They book what they cannot afford, and then set out on a mission find something about which to complain, thinking that this is the way to get you, the host, to offer them a free stay. I agree if they start out asking for a discount, then an early check in, then when you meet them with what I call the welcome wagon and grand tour, and they make a sour face, or start complaint process before they even enter your pristine property, they are planning to extort and blackmail you with a bad review if you don’t give them everything they want, and then a full refund. Of course you are going to offer an extremely clean, bright, well maintained, well appointed property with all of the amenities your market and price point demand. Of course you have your property description accurate down to the last detail. As hosts, this is our job and if we don’t feel we can do the best job, we get out of the business. That’s a given. 1) Have a very strict no refund policy in writing- explain that the property is in excellent condition and any valid concerns will be addressed immediately, and there there will be no refunds for minor complaints. Also state as part of the policy, that guest who constantly complain will be asked to leave with no refund for any days they have blocked out. (This policy commences once the guest arrives, and doesn’t apply to cancelations 1 month prior, at which I give a full refund, or two weeks prior, at which time I give a fifty percent refund.) 2) if guests refuse to honor your policy, and continue to complain, demanding a free stay and full refund, tell them you are being forced to cancel their reservation. A canceled reservation precludes them from leaving a bad review, which is what they are planning to do if you don’t give them all that they want.
@andrewfromtexas8732
6 жыл бұрын
I just started hosting one month ago, so far it’s been great, 9 five star reviews back to back. I have been dreading unhappy guests. I am so happy to have found this video. I do strive to provide guests with the same kind of place that I would stay at, thank you for your input.
@cuiu23
2 жыл бұрын
Airbnb doesn’t care about you as a host. I have a situation now with a guest trying to extort me or else they will write a bad review , when I contacted airbnb they said is nothing they can do about it , this is crazy
@sean4060
2 жыл бұрын
As a 20 listing host with 5 years of experience, I can tell you very clearly how to avoid nit picky guests and who are the ones who typically leave bad reviews. 1) other HOSTS. For whatever reason, hosts are the most critical when they come as guests. I’ve always wondered why since they are in your shoes. I’ve come to the conclusion that it’s sort of how women hate other women. They see you as competition and think you should have the same or better amenities than them. 2) guests over 60 years of age. There is nothing pleasing them and they will always find an issue even when there is none. I just had one argue with me claiming that the title of my listing should be changed because I have the word “mansion”. The house is 5,500 square feet and is a mansion by most people’s standards. My description also clearly states the square footage. Yet he gave me 3 star for accuracy based on semantics. He also said I don’t have enough seating for 8 guests. I have 3 sofas in the house. He suggested I have another tv in one of the houses many living rooms. The house has a total of 5 tv’s. Unreal right ? 3) guests that ask too many questions or ask for amenities you don’t provide. E.g can you set up a kiddie pool , can you put up a Christmas tree for my stay? Etc
@cihancimen1445
6 жыл бұрын
Hey Richard , Firstly I found your videos quite amazing , thanks for all the tips , as I guy who plans to invest Air BnB , these tips are gold.Well I am from Turkey and I've been working in a tourism area, mostly customer relations and believe me its imposssible to please our people unfortunately.Those type of people will never be satisfied.It is something that makes them feel happy , weird right ! Keep on posting Richard , you are doing an amazing job , thanks for everything.
@imrichardfertig
6 жыл бұрын
Thank you Cihan!
@tnfatbelly
6 жыл бұрын
Cihan Çimen Cihan, Thank you so much for telling the truth! I have experience with hosting Turks, too. And I def won’t be doing it again. People from the Middle East are, in my own experience, impossible to please. It felt like the few Indian & Middle Eastern men I’ve rented to were unnecessarily picky, and just flat out rude. But unlike the hosts posting on here, I wouldn’t have refunded a red cent!!! I can’t understand why any host would if you described the place accurately, took steps to resolve the issue(s), held up your end of the deal. There was no legitimate reason they couldn’t stay there; so there is no reason to give a refund if the property is clean, resembles the profile and works right. We Hosts should not reward Guests basically blackmailing us & threatening to sabotage our business.
@aidizhang750
3 жыл бұрын
Hey yes, I feel your pain about 15% of the people you get are literally bad guests, we were almost super hosts then 3 bad people in a row, One night was totally a nightmare all the bad ones at the same time. To tell you the truth Airbnb will be on the side of the bad guests not you. Me and my wife are beside ourselves. Airbnb closed our rooms for what we did nothing wrong. To be honest black people will use the race card against you. We have friends of many nationalities. We are going to try another app, Thank you 🙏. Peace Out. ✌️
@rmw090
5 жыл бұрын
I love this story! One simple rule of not just being a host but of life - you simply cannot please everyone! But you can do your absolutely best and be the upmost professional and caring host you can be!
@mrarfarf
6 жыл бұрын
How did you handle the review? Did you leave a positive comment or any at all on their negative review? thanks!
@patriciamamani4139
5 жыл бұрын
I always had a great hosts and I make sure I am a good guest. I like my place clean and I make sure I leave the way I found.
@kevdogcle9955
4 жыл бұрын
I been airbnb hosting and the airbnb company doesn't care about its host. I had several guest that fail to read my manual and ad. Where I clearly say. Smoking is allowed in my place. But I live in my space with my pet. And my ad clearly says this. But every guest I had complain cause smoke and say it smells like smoke. I have a airpurifer and clean my plac daily. Mummy place doesn't smell like smoke or smoky. But guest complain about dumb things. Like in the morring if I shaved they find a little hair in the sink.Or a little dust on the floor. I have hardwood floors and forced air heat and air conditioning. Hard wood floors hard hard to keep clean. Airbnb guest are the worst guest I have had in my home. None of the airbnb guest if they find something say anything. They wait until the review to bash me . But during the stay they all nice and say what a nice place and how clean it is. Then in the review say it was dirty or not clean. I'm sorry my place is spotless but its lived in clean. Airbnb guest want cheap prices and expect 5 4 star hotel stays. You cant have 4 5 star service at 25 a night for a room that harms everything new. And clean. I found in my 4 years of hosting that Airbnb even though in a review they say do not post things that are not true or remarks telling guest not to book with someone. Even though a add is detailed and clearly say lived in and smoking allowed. Your company refused to remove a slandering review a guest I had eventhough what they said was against the terms.
@victorlorenzo7083
2 жыл бұрын
I just had a terrible experience with a guest. Late check in and requested a full refund cause they saw a bug.
@kimlassiter1603
Жыл бұрын
It happens all the time. I had one see a tiny lizard we have in this beach area. They chased it under the house to catch it for evidence, and they broke a pipe in the process. They demanded a full refund and I said no way, so they said they were leaving anyway, and said they were afraid to stay as there may be bigger lizards somewhere. They were going to take up a refund with their credit card company, file for a charge back. I went to inspect the next day and heard the water running, and I found the broken pipe right at the crawl space. I have found that when guest break something major in a property, they make up a reason to leave and ask for a full refund.
@AnemosFPV
2 жыл бұрын
We iron all our sheets, I had a guest from Turkey who gave me all 1 stars while my place all review or 5 stars and my average is 4,9 after 5 years of hosting.
@shaoqinglihu696
7 жыл бұрын
I'm wondering if guests are able to leave a review for cancellations after check-in, say they book 3 nights and only stayed for 1 night. Thank you.
@imrichardfertig
7 жыл бұрын
Indeed they can.
@ValleyMusicStore
7 жыл бұрын
your story is almost identical to mine, it just happened to me and the next guest is coming tomorrow. I was all worried that the new guest wasn't going to like it either, but this video is encouraging the way it turned out for you! He finally left a 3 star review but the next guests a day later loved it.
@jaelenrandolph2030
3 жыл бұрын
That beat at the end!!
@tessslakimmo7750
3 жыл бұрын
U know why living in turkey and India myself it’s very common thing we 3rd world peo do to fraud the foreigners lol
@SteveDodsonatDodsonOrchards
3 жыл бұрын
But what do you do when they write it up on your review?
@parul3028
3 жыл бұрын
M facing issue as a guest n got very pathetic review even she was very rude....how can I give her response review kindly help me as m not getting the options to give her response
@wowworldantiques
6 жыл бұрын
I would see if the Turkish couple actually went to another airbnb or stayed at a friend's place and tried to get a full refund via false complaints.
@blonduYo
5 жыл бұрын
you cannot make everyone happy....I have an Airbnb in Transylvania (Romania) ...I have all 5 star reviews... but some of the guests...OMG ... i had 3 spanish guys...they trashed the apartment ... no respect at all .... even the toilet seat was totally dirty with fecal matter even though i have a toilet brush right next to it... these are people.
@C.F1975
2 жыл бұрын
Airbnb is Robbers and they are all in favor with the guest and them tell quit alot of lies when they can't have them own way and Airbnb post them lies that they give as review I don't recommend Airbnb
@hamid33soccer
5 жыл бұрын
I am sure some customers have a very good reason to be unhappy, where are those videos? this is lopsided video. Your comments are all about you and your place, what about legitimate complains from customers? you guys hire professional photographers to take pictures and post them on the website, when people get there its nothing like the photos. I just recently stayed in a place that looked like Taj Mahal, first off Taxi wouldnt go there because it was so hard to get to, then there was mold on the walls, ants in beds, showers were honestly filthy, when i opened my window i was looking at trash in side yard, the super market that was suppose to be few steps away was a Ma and Pa STORE THAT HAD 20 ITEMS AT THE MMOST, etc, etc, when we tried calling, texting, emailing the host HE NEVER REPLIED. i LIKE TO KNOW WHAT TO DO, HOW TO WRITE A REVIEW SO NEXT PERSON DOESNT HAVE TO GO THRU THE SAMETHING WE DID.
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