Negative Airbnb Reviews

[Scott F.]

After 25 4-5 star reviews I've had two consecutive three star reviews.  We rent out a basement unit in Virginia and it is moderately loud downstairs due to thin floor boards.  The most recent dings were for cleaning.  We normally do a good job, but must have slipped up recently.  Should I shut down the listing, start charging a cleaning fee and having a professional clean,  or do some other activity to push these reviews down?  

Trying my best not to be angry, but the amount of snark and turdishness in these reviews have me on tilt.  Also do you find it is advisable to not rent to people who don't have a history of using the Airbnb platform?  I'm wondering if the most recent people had outsized expectations due to minimal use on the platform.  For instance one negative section was our host was gone for three days how could we have figured out anything if something went wrong.  To me this is classic renters thoughts somehow when people rent they lose all problem solving abilities with lodging.  I've never stayed at an airbnb the host was at maybe my expectations are different then others.......

Whewwwwwwww  

[Myka Artis]

@Scott F. You are asking yourself the same questions that I asked when I started getting a few reviews that weren't 5 stars. I'll say this. Correct everything you can and just take the bad reviews as a learning lesson. You truly can't please everyone in the hospitality business. You are going to have easy going guests and guests that just can't be satisfied. I've had 1star, 4star and 5 star reviews. I'm still a superhost and my business is booming. My 1 star reviews came from guests who didn't read the listing and didn't want to follow rules. Just keep grinding and improving your Airbnb whenever you get the chance.

If you're getting negative cleaning feedback on your cleaning I would definitely consider a professional cleaner. I wouldn't charge a cleaning fee because it detours guests from your listing. Charge your cleaning fee in your rate. 

Renting to people that have never used the platform are easy 5 star reviews especially if you have laid everything out in your listing. When someone tells me they have never used the platform I treat them well because I know they will never get this service at a hotel.  Is it written in your listing that you will be gone at times?