Airbnb reviews often paint a misleadingly rosy picture because guests face this real fear. Why Airbnb’s system pressures travelers into silence or subtly hinting at problems rather than speaking the full truth.
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Airbnb reviews often paint a misleadingly rosy picture because guests face this real fear. Why Airbnb’s system pressures travelers into silence or subtly hinting at problems rather than speaking the full truth.
Get Breaking Hawaii Travel News
i find your experience at a French Polynesia airbnb to be irrelevent to Hawaii. i am both guest and host. i think guests can trust the reviews if there are enough of them. as a guest, i have had to leave only 2 negative reviews in 15 years. one was removed, which made me angry at airbnb. i wanted to warn people. as a host, i have received nearly all 5 star reviews without ever asking. People appreciate they can all stay together as an extended family in a pretty swanky place and make wonderful memories.
Katf: You Nailed It.
Airbnb Reviews are absolutely not fair or honest. I am a host. I have had a 5 star review from my guest. The guest was not a 5 star guest. I Reviewed that guest honestly. As a 4 star. That guest was able to pull their review. And I lost a 5 star review because of that. So now all my guests get a 5 star review.
I also got a 1 star review after not agreeing to be blackmailed on ridiculous accusements from.a guest of how my property was sub par after a 3 day stay. Not the first day…. after a 3 day stay. Airbnb did not have my back super disappointed.
Airbnb although it does provide an income. Is not fair or legit on their review system. Unfortunately they seem to have no interest in caring in an honest review system. They just care about a outdated set of rules that don’t apply to real life circumstances.
Many comments, but if you’re still reading…. In the past I was afraid of retaliation from a host. I appreciate learning that retaliation is not possible!! That helps me in the future. For hosts, I don’t expect perfection, but I do expect very clean, well maintained and totally reasonably updated. Additionally I do not like living “on top” of the host’s private belongings. One bathroom in a unit we stayed in had one empty drawer in the vanity. The other drawers and cupboard were full of their personal belongings. The other rooms were similar. The dressers in another unit were stinky. We lived out of our suitcases that week. I agree that guests’ reviews should give details. If I choose a unit like problems, I’d like to do it knowingly. Where Positives outweigh negatives.
Ratings are meaningless, unless detailed comments are provided. One person’s 3 star is another persons 5 star. It all depends on your expectations before you arrive. If you use a standard bell curve, 80% of all stays would be 2, 3, and 4 stars, with the largest share of those being 3 star.
Quite the nonsensical article. Owners and guests using airbnb are asked to provide honest reviews, and are prohibited from viewing the other parties reviews until both reviews are in the hands of airbnb. Parties are prohibited from changing a review once it is posted. Great hosts are dependent upon great reviews. Guests are advised to look for the most recent reviews. Spoken by a huge airbnb fan, both as an owner and as a guest…
BOH Editor Rob is very smart – go for the savings. That’s what we do when we travel. We are also AirBNB Hosts (mainland) and we’ve never had any of the issues you laid out here, but I can plainly see how they could come about. We work hard to keep our guests happy and it starts the moment they book. We introduce ourselves (online, of course) and offer to make ourselves easily available for whatever they might need, be it recommendations or help with something at the rental. The level of contact is up to them. We’ve Never had a bad review, and if I don’t appreciate if they mistreat the place (rare), I just don’t review them. Having said all that, when We rent an AirBNB for our holiday we make sure we have the same kind of back-and-forth communication available with the Host before we book. We ask questions, sometimes lots of them. The engaged host will respond thoughtfully. That’s your edge. Rob probably knows this.
Ooh! How about restaurant reviews?
My first filter: are there more reviews than members of an extended family?
Is it a review or a paid spot (sorry some YouTubers (who just happened to know the owners of the shave ice, boba, mochi, jerky… shops)) and smiley TV people)?
Have you led me astray (cat cafe) in the past?
This article seems to be very one sided. As a host for the last 3 years, many local Airbnb’s on Maui do have instant bookings (including us). Unless you have never been an Airbnb guest before. I believe our reviews are fair…and only one time have I received pressure to give a partial refund for the review. Which we denied. They told us the day before they loved our place and would like to come back. When they asked for a partial refund, and were denied…they came up with lots of reasons and pics, essentially threatening to leave a lower review.
This behavior is not an isolated event and it happens to many hosts.
It would be nice to share both sides of the story in your article.
I don’t think Airbnb or a host can force a guest to leave a review. IMO there is a percent of people that follow the phrase ” If you can’t say something nice then you shouldn’t say anything at all.” Does Airbnb have the option to screen and remove nasty terrible reviews? Beauty is in the eye of the beholder so what one individual sees as a big deal might not be so much for another. If a business or establishment has been in business for 10 years and only has 5 great reviews. 10 years and only 5 reviews. What does that really say also? I know lots of people who never leave reviews.
Humans. Not surprised there are people who have no integrity or morals. If you are extorted into a positive review, those who attempt to do so should be exposed as unworthy of a spot on any STE site. I love Hawaii, but if I am being subject to extortion to feel like I need to hopefully go back to a place, I won’t. Humans generally help one another and these ratings and comments help make informed decisions. If a host/owner gets in the way of that, they need to be banned from advertising their rentals. Period.
In California to protect landlords etc. they have some law that states a hotel can sue a guest for deflamation of character in that the review affects future sales or bookings. Guests from California to Hawaii probably are aware of this tactic and only feel they have no choice but to leave a positive review. IMO don’t know the sources of all the Airbnb reviews also anybody can post a positive review and negative review so it’s really hard to know if a review is fake. It might help if the photo’s are required to be date stamped so the guest knows of the current property condition before booking.
I own 5 airbnb’s.
Reviews are not fake they are realistic and hard-earned by the host.
The house has to be perfectly setup, maintained ,cleaned and consistent.
Hard work communication and organization will assist you in gaining strong reviews.
You can’t fake it-
“Fake” reviews on airbnb are pretty impossible – the guest has to stay (and pay) in order to review. And a host can’t review someone who never stayed. In Hawaii, it is fairly common for hosts to require a week’s stay. So the reviewers have plenty of time to get to know a place, and leave a detailed opinion. We all want the same thing – clean, safe, comfy and in a good location. 🙂
The only problem I can ascertain from this article is the author themselves. They point out the possibilities that a guest may not give a negative review because they may want to come back., And then go onto describe two instances that they are doing that very same thing. First the spot in Europe and now this spot in Polynesia. The writer is doing a disservice to both the owners and other possible renters by not leaving a proper review. The very fact that you want to return to the other properties you deem less than appropriate is both confusing and contradictory.. I have been a host and a traveler on Airbnb for 25 years. Yes I have rented places that don’t seem to match up to their description and photos., And I have either left the accommodations or written a factual review.. How can you possibly complain about reviews that aren’t accurate when you aren’t willing to leave your own??
i have 2 places in Hawaii that are hosted by a large real estate co.. for me this article is much ado about nothing. funnily enuf most complaints are due to renters not contacting hosts, “i couldn’t get the tv in the bedroom to work” in a review. ya, we have kinda resolved these types of issues, the hosts do periodic check-ins on renters.
Here is my experience as a past property manager of 70 STRs in West Maui. Host reviews generate a request to the guest to leave a review. Neither party can view the review until they leave one. Over the years I had guests hold me hostage for reviews asking for a discount for them to leave me a good review. I had negative reviews that were unwarranted. Reviews are important for status and placement on these marketing platforms. Hosts jump through hoops for reviews and many times will receive undeserved ones. Reviews should require photos. Airbnb also typically sides with guests no matter the case. Ask for recent photos of rental.
I have experienced the same issue with AirBnB. I had issues some of which were resolved but it just got to be “why don’t things work”? The final straw was already being in the “jetted tub” only find it did not work and it was 1 hour until our dinner reservations. Before I posted my review, I sent the owner an email about my disappointments. He did not respond but posted a bad review of me. He kept saying everything needs to be 5 star. His bad review of me could not be edited nor removed. I have not tried to rent another AirBnB unit and I am not sure I will.
As an Airbnb host it is important to know as a traveler that guests and host reviews cannot be read until after both have been published. So I cannot see a bad review and leave one of my own. I have to review the guest and they cannot see it until they have also published theirs. There has been a few times I have left a good review for a guest and they skewer me for things they had not mentioned during their stay. So tit for tat really isn’t true.
Exactly. Many times a guest will not notify us about any issues until they are departing or in a review. This does not allow the host to make it right. Our success is dependent on guest satisfaction and reviews. There are many more undeserved negative reviews than fake positive reviews. I have never heard of a guest being penalized for leaving negative reviews.
I’ve been a frequent visitor to Honolulu since 1966. Most beautiful place on earth. Unfortunately, I’ve watched it change. It has gone from “Aloha” to “Welcome Chumps.”
Sadly, I’ve probably made my last trip
As both an airbnb host and an airbnb renter, this is an interesting perspective.
Guests sometimes ask us what we would like them to say but we just tell them, just share your actual experience so that future guests know what to expect. That keeps things on the up and up and sets reasonable expectations for future guests. Guests come from a long way away and they are owed an escape as that is what they expect.
As an airbnb guest, I am disappointed typically at something. On our last rental, if any food was left out, thousands of ants would show up. Host didn’t respond so we went out and bought a non toxic ant spray. The location was perfect so we’ll probably stay there again and we did give them a 5* review, possibly because we might go back. With airbnb a 4* review is in the eyes of airbnb is an abject failure on the part of a host. That is why hosts goose the system I believe. Their scoring system needs to be reworked in this regard.
Short term rentals have led to over crowding at the beaches and have overwhelmed our resources.
Come on Mike. Say something nice. STVR’s make it possible for you full time residents to have beaches, power, water and roads. With no tourists, you would be in deep do-do.
yeah, as if hotels do not contribute to beach overcrowding and consumption of resources.
Not true. I have 4 Airbnb listings and the guest comments are not fake. Guests can leave a comment that the hosts do not see until after the host leaves a comment for the guest (So the host cannot be influenced by the guest comment). Also the guest does not see the host comments until they post their own comment (So as to also not be influenced by theirs). Guests are very descriptive and accurate to very fine details
In some cases, hosts leave information in their properties explaining that anything less than a 5* rating means the host failed and that 4* is a failure. It’s more work to earn the 5*’s, but guests come from a long way away and this could be the trip of a lifetime, so they deserve to have an epic adventure.
You are absolutely right
Other than Airbnb, what are the popular rental platforms used in Hawaii? E.g., Vrbo?
VRBO & Trip Advisor. There are a number of realtor-run STVR sites for Maui as well.
Let’s hear perspectives from some Airbnb owners, I’m curious. With hotels and restaurants people are more likely to leave a review if their experience is negative. Positive, less of an urge.
I’ve never had a really bad Airbnb experience. A few minor glitches, sure. If there is a problem, I write privately to the host rather than adding a permanent review about an issue easily remedied. If a real disappointment, I would say so in a review, but minor issues get a pass.
Renters: scrutinize photos carefully. No photo of the bathroom? Ask to see one. It could be a tipoff that the bath is, shall we say, minimal. If the beds look rumpled, that suggests possible inadequate cleaning standards. If the photos are dark or out of focus, no go. Windows? Views? Be sure you know which photos are of the property, and which are nearby attractions. True, out of date photos can be a problem. Read all details and all reviews, not just first page. Check street views on Google to scope out the area.
On the flip side of this discussion is the property owners view.
If we get even a 4-4.5 star review because people think the highway is too winding or they couldn’t find a parking space when they went into town or their favorite restaurant was closed that day or the weather was too cool for a picnic which all have nothing to do with the host site. This less than 5star rating will affect our visibility and overall rating. Online public reviews tend to give folks a platform that they can feel important. As hosts we absolutely want our customers feedback but I much much prefer the old fashioned way of writing us a note or calling us during their stay so we
Can immediately address an issue. We can then send a gracious thank you and we address the problem IF it is something within our control.
Online platforms tend to be the doom of human civility.
It’s a quandary for sure. If the Airbnb platform creates a doom spiral for anything other than a 5-star…it is essentially useless. There could be a review process and if guests complain about things that are not relevant to the accommodation itself then that rating could be removed.
There’s no perfect rating system so I like the comments around doing the diligence to ask questions and really examine info on the site before booking.
You clearly don’t know how Airbnb reviews work. Neither party can see the review until both reviews are completed. After that, neither party can change the review. So, if you leave a negative review, the host can’t retaliate and change it. Also, hosts cannot see your review of other hosts only other host’s review of you. Last, a host can set up auto booking for everyone except people that have bad reviews and/or people who haven’t verified their identity, which is good so people that have trashed other host’s homes are prevented from booking automatically. Your article makes no sense.
I became aware of this problem a few years ago. At that point I could wait to do my review until after the host did theirs. That doesn’t seem to work now. I never give less than a three, but I try to imply problems, not giving “gory” details. One thing I see and say a lot is “this place needs TLC. “ Another example, one unit I pointed out that one should be prepared for more stairs than they might have thought. We’ve used VRBO for many years. In the beginning people gave accurate reviews that really helped in closing a place. Sadly, it’s changed!
Going to check out booking.com based on the recommendation. Always disliked AirBnB reviews, as many obviously disregard or conceal problems at rentals for precisely the reasons identified above.
I have left only one bad review for a Lahaina Airbnb. The host advertised pet-friendly accommodations. When we arrived, it was not. We were threatened by management and when I informed the host he said to just message them that they were service animals and everything would be good. He also asked for an additional cleaning fee outside the Airbnb platform which is prohibited by Airbnb. He told me parking is free and to tell the front desk. Not so. I had to pay parking in addition to everything else. Because of Airbnb’s guarantee, I asked for a refund. They did not refund me nor did they find me a comparable place. I finally had to take them to small claims to get my money back. Airbnb’s are not cheap in Hawaii. I paid $4500+ for two weeks. Because the host was less than honest and Airbnb did not honor their guarantee, I will not use Airbnb ever again.
It is no secret that many travel sites suppress negative reviews!
Also fake reviews on websites are endemic.
You can actually get paid to post fake reviews.
That’s why when we go to Kauai, we always use a local rental agency.
They are much easier to reach, much more responsive and able to fix problems.
You should write an article from an owner or property manager perspective where you could write about the massive amount of fraud, damage and blackmailing the guests do. It is 1000 times worse than you opinion of what the owners/managers do especially professional companies that truly work on quality experiences for the guests.
I have not used Airbnb much, but I have not had the issues this article mentioned. I prefer to use redweek.com when possible. You can see exactly what you are getting as it will be in a resort, not a private apartment. The reviews are unbiased and open for all to see.
Most airbnb hosts use instant book because they are penalized with a lower search ranking if they choose not to use instant book. And as I mentioned earlier, hosts cannot read a guest’s review until they write and submit a review for the guest. These two factors eliminate retaliatory reviews. If a host chooses to research a guest prior to allowing a booking, they can’t read reviews left by the guest, so they can’t deny a booking if a guest has left previous negative reviews. Hosts are also strongly discouraged from denying bookings, and are required to justify their reason for denying a booking before the system will allow it. Finally, and most importantly, if a guest feels strongly enough to leave a bad review, do they really want to return to a place? Anytime we have left a negative review, we had no intention of returning because we were disappointed with our experience.
Great article and excellent points presented. We have been lucky with our Airbnb rentals thus far and I have always wondered about the review system.
I really do like Airbnb and I’ve also heard about some horror stories related to reservations being canceled by the hosts with very short notice prior to a stay commencing. Have you all heard or experienced that?
Good points. It is what it is and will probably not get better. I’d also look carefully at the dates of the last few reviews. If they are more than a few months old… beware. Another approach is once you’ve booked and can call the owner or manager, take the time to do that. You can always cancel if you don’t feel comfortable. Ask when the picture of the xyz was taken. Etc. It looks like you found a very bad unit.
Dear BOH and readers,
Just for some balance on this AirBNB reviews issue, I am a Kaua’i resident who is a host for my family summer cottage on the mainland booking through AirBNB. As a host, I’ve had the reverse issue. A guest caused $1,000 in damage, and when I reported it to AIrbnb for their insurance, the guest wrote a bogus 1-star review and counter-claimed $1,500 claiming my rental was unclean. Total BS, and after I provided video evidence from my ring doorbell camera where the guests bragged they were scamming me, Airbnb took down the 1-star retaliatory review and the guest was forced to pay the damage.
This guest booked by instant-book, and I could have been in the lurch had I not had video evidence. Unscrupulous guests can game the hosts by retaliatory reviews and blackmail hosts to give them a full refund so as to take down their bogus reviews. Bad actors (and good actors) are on both sides of this issue. Thanks for reading.
Airbnb actually has a built in system to protect both guests and hosts from backlash if either choose to leave a negative review. Neither review can be viewed or published until both sides have submitted reviews. In other words, hosts cannot punish guests for leaving bad reviews because hosts must first write and submit a review before they are able to read the guest’s review, and vice-versa.
This has to be the most disgusting guest-slanted article I have ever read. Your article is so very misleading to anyone reading it. The reason why is because you lied to the reader about how the review process works. The host cannot “retaliate” against your review.
Upon checkout both the host and the guest are given 14 days to leave a review. Neither person can retaliate against each other because neither person knows what the other person wrote. I’ve had guests who have left me a 5-star review only to discover they received a 1-star review from me. Just leave your honest review. There is no retaliation.
With that said, as a 20 year veteran in this industry, guests expectations have evolved into the most unrealistic ever. The review culture have given guests this sensation that they are somehow the expert on a mission of critiquing their accommodations rather than just enjoying their vacation. You’re clearly the nit-picker that us hosts seek to expose and avoid.
The author is mistaken. AirBnB (and Vrbo) do not allow the host/owner to see the review left by a guest before they review the guest. So they can’t leave a retaliatory review if a guest gives them a poor review.
Hosts/owners also cannot see the reviews left by a potential guest for prior stays.
There are guests that will threaten to leave a bad review if not given big discounts for things they perceive as shortcomings. I have had them demand a $1,000 discount because they saw a few bugs and there was a gecko on the ceiling at night. In Hawaii no less!! Never mind that they had the patio door open (with the A/C on of course) when I went to check on the complaint.
There are a significant number of guests who cannot be made happy no matter what and looking at past reviews makes it possible to identify these “victim mentalities”. Then there are the extortionists like the one detailed above.
Longtime Airbnb/Vrbo host here. Both platforms use a double blind review system, meaning the host cannot see the review a guest left them until they have reviewed the guest (and vice versa.) Hosts also cannot change their reviews after submission. Your argument that guests are leaving untrue favorable reviews out of fear of host retaliation makes no sense. It just doesn’t work that way.
Would you say AirBNB is the same as VRBO? I’ve used VRBO and yes I do rely on the reviews and pictures, and I haven’t had any problems and most “owners” fix any problems. I primarily use VRBO for travel to Hawaii and only condos in Waikiki.
Also I use Booking.com often to travel locally within California. I like Booking.com for the convenience of reserving and free cancelations (within a time frame).