The Airbnb traveller is the short-term rental customer. And of course, as a customer, he is king, as the saying goes. But does it still have the power of life and death over the reputation of its host? Like any service provider, the latter is subject to the bipartite evaluation system, which is dear to Americans. “I'm evaluating you, you're evaluating me in return for fairness.” A system that is also based on a zest of citizenship, a certain impartiality and pragmatism. But in reality, what is the situation?
At Oiqia, our future owners often tell us about their various setbacks with travelers who are really not afraid of anything (comment?). Blackmail to the right note, free criticism, search for a microscopic speck of dust at the top of the 2-meter-high fridge... These travelers yet seemed “so nice upon arrival.” Yes, but there is often a difference between being and appearing. Hence the amazement at the end of the hosts' stay when the charming puppy turns into a pit bull. And yet, the owner went out of his way to give in to all his whims, despite the disrespect of the imposed schedules, etc. So yet so much ingratitude?
Clearly, blackmail and free criticism plunge you into a negotiation model with which we are not necessarily familiar. Leaving a bitter taste of loss of trust, misunderstanding and a desire to abandon short-term rentals. Criticism is not always easy to digest, especially when it is perceived as unfair. So what is the solution? Oiqia explains to you what are the challenges of these comments and evaluations, the importance for you to think about the strategy you want to put in place. And of course, how best to respond to these negative comments that can jeopardize the attractiveness of your ad. Follow Oiqia, adopt the precepts of Community Management !
If you realize right now that you will have neither the time nor the energy to take care of your short-term rental property, OIQIA offers you to manage it from A to Z, for you.
From the writing of your announcement to the autonomous entry of your guests to cleaning your home, we take care of everything!
To find out more or to contact us simply click here: I discover OIQIA
There are multiple groups on Facebook talking about bad travelers. However, the term “difficult traveller” seems happier to us. And in particular, those whose behavior leaves something to be desired for multiple reasons. As a reminder, in this article, we are going to focus on comments and not on behaviors.
For decades, without the digitization of reviews, the reputation of a service provider could only really suffer from negative word-of-mouth. The written press of the time only reported judgments (in order to avoid the pitfall of slander) concerning traders convicted in the course of their activity. Same for radio. We talked about it for a while and then we forgot.
The threat consisted mainly, quite simply, in the promise of conveying negative word-of-mouth (talking about it to everyone around you, calling for a boycott, etc.). Orality leaves few traces over time. So any reputational blackmail actually only concerned the customer's circle of reference. In other words, in the majority of cases, a very relative impact. But things are going to change with the advent of the Internet.
It is noteworthy that social networks and the development of online communication have changed the rules of the game. And the consequences of actions aimed at “punishing” a service provider, responsible for the dissatisfaction of its customer. Indeed, any dissatisfied customer can turn into a vindictive Internet user. He can relate his misadventure on a number of platforms at his disposal, sometimes specialized in collecting opinions and comments. And that, without getting into the controversy of fake or paid reviews.
Faced with this situation, service providers rebelled because the power was more than unbalanced. The client king became emperor and dictated his law, without being otherwise accountable. Who was behind the negative comments? How to track them? Respond to it when communication is not your first job? We started talking about e-reputation and the Community Management has developed. The solution to this insurgency? Verified reviews and, as indicated, community management, in order to restore a certain balance of forces. This will make it possible, among other things, to moderate comments, to protect the reputation of the service provider and to respond appropriately to the evaluations left. Because today, a review left can go viral.
The main difficulty of platforms is to assess the relevance of the comment left. In the event of a conflict between the guest and the host, she will have to accept or not the comment left. Unfortunately, sometimes the comment is the expression of emotions, of value judgments, leaving the facts aside. For a review to be useful and relevant for other travelers, it is necessary to relate the facts and explain the impact that this had on the experience. From a host's perspective, receiving negative feedback shouldn't make them feel like they're in a bad mood. On the contrary, it should be considered as a way to prove good faith, professionalism and management of interpersonal relationships. Because in addition to writing the answer, a strong message is sent: the host does not give in to blackmail and takes responsibility for the situation. Indeed, a host who has only very good grades also communicates a certain signal: this is very important to him and therefore, he will certainly be very sensitive to maintaining his result. In other words, the traveller can deduce that this type of host will be more likely to respond positively to any blackmail to maintain their rating or even their status as a Superhost.
Finally, a negative comment remains the expression of an opinion that is more or less in good faith. Attention, we must accept that some remarks, even derogatory ones, can also be justified. And in this case, it is also relevant to recognize your mistakes and to accept criticism. Don't take it personally! This does not entirely call into question the quality of your service or your accommodation. A comment is just... a comment. You have to detach yourself from it, gain perspective and respond to it, according to the strategy put in place. And stay on a professional level, so as not to take it personally.
Airbnb makes it clear: their policies are evolving to “ensure honest reviews that reflect the real experiences of hosts and guests.” According to the platform, a comment should therefore:
It therefore seems necessary to demonstrate impartiality. It is also forbidden to attempt to extort money from the person in front. In other words, no blackmail to reimburse your stay in exchange for a positive review. Airbnb then speaks of “misuse of the use of reviews.” The comment should therefore reflect a personal opinion, a lived experience and be useful by providing essential information. In other words, it is very subjective. The examples cited by the platform also leave one with doubts. Is it relevant to refer in particular to the main job of the host?
Airbnb has probably forgotten that in case of disagreement, the reviews will be mostly biased, emotional and not very factual. In conclusion, this system is based on a virtuous value but difficult to enforce and on total subjectivity. So, as a host, you only have two choices left; try to have the comment deleted or responded to it appropriately. Remember that responding to criticism is often more important than the criticism itself!
Booking recalls the cases in which a negative comment can be removed (cases of error, lack of authenticity and cancellation of the reservation). Obviously, the platform recalls the ban on discriminatory, violent and abusive comments. On the other hand, unlike Airbnb, in one of the above contexts, all the review will be removed, not only part of it.
Finally, Booking also recalls that in such a situation, the comment being deleted, it will survive the evaluation. So the strategy is simple: the platform eliminates subjective elements (the explanation given to the note to avoid overflows) but keeps the numerical evaluation. And the latter does not reflect a mathematical average but the grade left by the traveller. Last interesting point to highlight: anonymity is allowed by the platform, under compliance with editorial instructions. So be it.
A policy different from that of Airbnb but which, in essence, is the same: a negative comment will require management on the part of the host. If in both cases, blackmail at the right grade is prohibited by the platform, it will be up to the platform to provide written evidence. Thus, we cannot repeat it enough: when faced with a difficult traveller, encourage him to write to you and not to call you.
The famous “SuperStatus” created by Airbnb is the result of a well-established strategy. Indeed, how can you encourage hosts to give up comfort cancellations? How to get them to want to surpass themselves so that the platform's business model survives? By encouraging them to look for the right grade. The status of ultimate recognition. The need to be part of an elite, in this case the elite of the platform's hosts.
You like to be Superhost? No problem, if you manage it with serenity. In other words, it doesn't rule your life. If you take advantage of it, great. If you lose it, too bad. It won't radically change your occupancy rate. Be careful, however, if its importance affects your serenity. Because it is a point that your difficult traveller will use. Blackmail only works if you have something to lose in return. So the Superhost is a prime target.
So, the “SSuperStatus“shouldn't be something to look for at all costs. If you get it, it's positive, but if you lose it, practice detachment. Remember to put the real issue back at the center of the debates: you are not there for the recognition of your travelers but to offer a quality service in order to make your investment profitable.
One of the advantages of concierge services, such as OIQIA, is the emotional detachment that it will have with housing. A concierge service will remain in a professional direction. A concierge must master the fundamentals of Community Management and know how to respond appropriately to negative comments.
Indeed, one of the problems of short-term rentals is that it is a professional activity, requiring the skills of manager, community manager, negotiator when it will be practiced by individuals. Often new to these areas. If this activity amuses you, you like it, leaves you zen, continue!
Yes, it is important to think about a strategy. We remind you that short-term rental is an activity that requires, as such, to think in advance about the objectives pursued. And what you are ready to give up in order to reach them.
This strategy is about maintaining “SuperStatus” at all costs. Of its high average. Of his reputation, in a way. The thought is as follows: the higher the score, the more appealing the accommodation will be in the eyes of travelers. In order to maintain it, sooner or later a choice will have to be made: faced with the blackmail of a difficult traveller, what to do? Because if you don't give in, your average will drop slightly, your status may be lost. If you agree with this, as long as you keep your grade absolutely good, the only solution will be to negotiate to repay as little as possible. Will that give you a positive review? Nothing is less certain.
So, in order to maintain the success of your reputation strategy above all, you will have no choice but to negotiate as best as possible when the case arises. If you are pursuing this strategy, it is because you think that it is linked to the success of your occupancy rate. Thus, in order to make your investment profitable, follow your figures carefully in order to analyze whether this maintenance at all costs does not ultimately have the opposite effect on your long-term profitability.
A profitability strategy
As for this strategy, it is about maintaining your profitability at all costs. Is the difficult traveller blackmailing you to the right note? You don't give in. There is no question of reimbursing a cent: your payment is clear, communicated in due form to the traveller. So there is a good chance that you have, this bad comment. Is it a bad strategy? No, of course not. Because you know it, the answer you are going to give will be as important as the opinion left.
And the fact of communicating an appropriate, factual response will send a strong message: at home, no blackmail possible! Your reputation will be underlined by your grade, you agree to be in a good average without striving for excellence and perfection, and your answers are asked and professional. A good reputation but a whole lot of refunds and blackmail? Very little for you! And this strategy is far from being bad, provided, of course, that you don't have too many bad comments. In this case, a small questioning of your practices or your housing will be necessary.
Of course, the famous “win win” will always be the best possible answer. Do not stay too fixed in your strategy but adapt according to the situations. And stay zen, gain perspective in the face of the situation. Like salespeople, always be aware of the amount of your expenses and therefore of your margin of maneuver. Accepting to repay a small amount, while maintaining a fair margin for you, will allow both to maintain your reputation but also your profitability. Of course, nothing says that you won't end up with bad comments... but you will have tried to find a win-win solution, by showing professionalism.
This is a prerequisite. Indeed, when faced with the threat of a negative comment, the first attitude to adopt is to gather evidence. And for that, nothing better than the written formulation of blackmail. It is with this proof that you will then be able to have the negative comment deleted. This is part of the rules of platforms so this is the first strategy to adopt.
How do I get a piece of writing? It's simple, you refuse to deal by phone. If you don't respond and your picky traveller is blackmailing you, they'll have no choice but to send you a message. Often, when we are angry or dissatisfied, we tend to be impulsive. So, the best thing is to take advantage of it by taking advantage of this emotion to obtain the famous piece of writing. Because deleting the comment prejudicial to you, and that in addition, without reimbursement, is still the best success.
As we have seen, just because you have given in to blackmail does not mean you are guaranteed not to receive negative feedback. If this is the case, and you do not have sufficient evidence to have it deleted by the platform, then you will have to write a response.
The first recommendation is not to respond in a hot way. Writing a response requires methodism and composure. Pragmatism. The first thing to ask yourself is: what are the objective elements of criticism? To be separated from those who are subjective. If you are at fault, simply admit it. To make a mistake is human. Apologize for the consequences and state what you plan to do to deal with the situation. If the criticism is subjective and in bad faith, identify the elements in your defense. In other words, how to prove that it is wrong. Look for facts, unquestionable items. If the events reported are erroneous, indicate point by point what is false and dispute by providing your elements.
Then, reread yourself. Remove anything that relates to emotions (“I am disappointed”, “scandalized”), criticism (“you are a... “). Indicate dates, times if necessary (without overdoing it either): keep the elements that help to understand.
Finally, reiterate the importance of caring and factual communication. That you do your best and are sorry that the traveller did not perceive it as such. You should try to keep the answer within a reasonable length so as not to give the impression that you are trying to justify yourself either. You're clarifying an unfair comment and that's it. Then, detach yourself! A little advice from OIQIA: don't take it personal! It is an opinion expressed and that is just that.
In service jobs, it is essential to know how to let go. Don't try hard to prove your point, even if you're right. Distance yourself from unwarranted criticism and learn from justified criticism. Once the response has been sent, don't worry about it anymore. You did what you needed to do: move on. And if this exercise undermines you and affects your enjoyment of short-term rentals, think OIQIA! It is our job to manage interpersonal relationships. And nothing beats your peace of mind!
Short-term rentals are the promise of a great, profitable and serene investment. But it also remains a service profession, involving interpersonal relationships. In other words, dealing with difficult travelers, blackmail. Critics.
The bipartite evaluation system established today by the majority of individual providers of professional services (Bla Bla Car, Airbnb, etc.) is based on an American model. However, Americans have been used to using this system from a young age, with very specific rules of impartiality and benevolence. But culturally, in France, this is not the case. And again, culturally, we have a particular mentality towards excellence. So we tend to rate harder than in other European or North American countries.
OIQIA has shared with you some little secrets for creating the answers to do in case of a difficult traveller. Giving in to blackmail is never the solution. So, do not hesitate to use our concierge service if you want to regain your lost serenity. We take care of everything so that you can reach your main objective: profitability without affecting your peace of mind!
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