I saw a bad review ….

You may see a bad review or two about us and we want to explain that. Maybe that poor review is from a guest that stayed in one of our properties and the described amenity wasn’t available (things like air conditioners can fail or pool heaters can breakdown). While we do our best to ensure every home we manage is in tiptop shape, things do break over time and unfortunately that can even happen during a reservation. Murphys Law suggests that it will happen when its occupied by a guest (vs an owner using their own property). Those things leave guests feeling they didn’t get what they paid for and they’re right. When that happens no matter how much we do to try and remedy the issue during the reservation it can leave someone feeling upset and frustrated and for sure will result in a bad review. We do everything we can to avoid those but it happens from time to time. When youve hosted over 50,000 guests across hundreds of properties, this falls under the law of averages. It happens, we dont like when it does, but some things are unavoidable. We work 24/7/365 to avoid them, but they do happen. We learn when we can but often times things that cause poor guest reviews come down to things out of our personal control and often times the home owners as well. But we accept that downside when we list the home on our profile.

There’s also instances of homeowners that have hired us who feel that the home they got back after making it available for short term rentals was different than the home they started with and that’s true too. Turning your home into a hotel of sorts with things like higher cost of utilities and wear and tear around the home. Those things we try our best to set expectations ahead of time but for some people it’s overwhelming and leaves them with a bad taste in their mouth. Others don't realize the costs of running a short term rental as a hospitality business is just that, a business. That requires capital and operational expenses.

To be sure, this is one of the the most demanding and difficult jobs in the world with regards to ensuring I) guess are happy, ii) owners are happy, iii) properties are well-maintained and iv) we are also respecting neighbors as well as city ordinances.A hiccup in any one of those can mean a bad review from a guest or owner. In the grand scope we are very proud of over 9000 reviews and Superhost status on Airbnb — we feel that is the best indicator of how us see our homes and our company.