4 Star Review because our river was dirty!

San Antonio, Texas
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4 Star Review because our river was dirty!

Mike Kirby
Rental Property Investor · New Braunfels, TX · Member since 2021 · 289 posts · 256 votes

We just got a 4 star review because our guests complained in there review that the river was dirty so they couldn't swim in it. They also complained that the kayak launch area at the river edge was dirty and had "stuff" around it. 

Our place is on the Guadalupe River outside of New Braunfels. The Guadalupe just had the worst flood in almost 40 years! We only saw water rising 4 or 5 feet from where it was before the flood but that completely submerged the kayak launch and it caught a lot of debris and dirt in it. 

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Greg ScottPro Member
Rental Property Investor · SE Michigan · Member since 2014 · 4k+ posts · 6k+ votes
1y

We always expect our hosts to get the river cleaned before we arrive.  How hard is that, really?

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  • Greg ScottPro Member
    Rental Property Investor · SE Michigan · Member since 2014 · 4k+ posts · 6k+ votes
    1y

    We always expect our hosts to get the river cleaned before we arrive.  How hard is that, really?

    27Reply
    • Mike Kirby
      OP
      Rental Property Investor · New Braunfels, TX · Member since 2021 · 289 posts · 256 votes
      1y
      Quote from @Greg Scott:

      We always expect our hosts to get the river cleaned before we arrive.  How hard is that, really?

       Ha Ha

      0Reply
    • Melissa Adams
      Columbus, OH · Member since 2025 · 25 posts · 30 votes
      1y

      @Greg Scott 🤣

      0Reply
  • Mike GrudzienPro Member
    Lender · Eugene, OR · Member since 2019 · 2k+ posts · 1k+ votes
    1y

    You missed a minnow over there.....

    5Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    1y

    I imagine that future guests who read this review will realize that the river is out of your control.

    Also a 4 star review is considered a good review. A few non 5 star reviews will show your real.

    5Reply
    • Mike Kirby
      OP
      Rental Property Investor · New Braunfels, TX · Member since 2021 · 289 posts · 256 votes
      1y
      Quote from @John Underwood:

      I imagine that future guests who read this review will realize that the river is out of your control.

      Also a 4 star review is considered a good review. A few non 5 star reviews will show your real.

      I guess after 24 5 star reviews this year the 4 star just stings a little:)
      3Reply
    • JD MartinBusiness Member
      Moderator
      Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 16k+ votes
      1y
      Quote from @Mike Kirby:
      Quote from @John Underwood:

      I imagine that future guests who read this review will realize that the river is out of your control.

      Also a 4 star review is considered a good review. A few non 5 star reviews will show your real.

      I guess after 24 5 star reviews this year the 4 star just stings a little:)

       The first non 5-star definitely gets under your skin. After that you don't really think about it too much. I just had a guest that was unhappy because in central Florida a lizard got in the house, probably during one of the twenty million times they went in and out the front door. They were also unhappy that their DirecTv stream didn't give them local channels (their subscription). So you know that's just part of it all. 

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    • Mike Kirby
      OP
      Rental Property Investor · New Braunfels, TX · Member since 2021 · 289 posts · 256 votes
      1y
      Quote from @JD Martin:
      Quote from @Mike Kirby:
      Quote from @John Underwood:

      I imagine that future guests who read this review will realize that the river is out of your control.

      Also a 4 star review is considered a good review. A few non 5 star reviews will show your real.

      I guess after 24 5 star reviews this year the 4 star just stings a little:)

       The first non 5-star definitely gets under your skin. After that you don't really think about it too much. I just had a guest that was unhappy because in central Florida a lizard got in the house, probably during one of the twenty million times they went in and out the front door. They were also unhappy that their DirecTv stream didn't give them local channels (their subscription). So you know that's just part of it all. 

      I hear ya, can’t please them all. 
      1Reply
  • Mark Miles
    Rental Property Investor · Philadelphia, PA · Member since 2016 · 543 posts · 716 votes
    1y
    Quote from @Mike Kirby:

    We just got a 4 star review because our guests complained in there review that the river was dirty so they couldn't swim in it. They also complained that the kayak launch area at the river edge was dirty and had "stuff" around it. 

    Our place is on the Guadalupe River outside of New Braunfels. The Guadalupe just had the worst flood in almost 40 years! We only saw water rising 4 or 5 feet from where it was before the flood but that completely submerged the kayak launch and it caught a lot of debris and dirt in it. 


     I would use ChatGPT to help you write a witty and disarming response to the review that will make anyone looking at your page laugh

    5Reply
    • Mike Kirby
      OP
      Rental Property Investor · New Braunfels, TX · Member since 2021 · 289 posts · 256 votes
      1y
      Quote from @Mark Miles:
      Quote from @Mike Kirby:

      We just got a 4 star review because our guests complained in there review that the river was dirty so they couldn't swim in it. They also complained that the kayak launch area at the river edge was dirty and had "stuff" around it. 

      Our place is on the Guadalupe River outside of New Braunfels. The Guadalupe just had the worst flood in almost 40 years! We only saw water rising 4 or 5 feet from where it was before the flood but that completely submerged the kayak launch and it caught a lot of debris and dirt in it. 


       I would use ChatGPT to help you write a witty and disarming response to the review that will make anyone looking at your page laugh

      I should but I already replied with my own thoughts and I'm sure like John said that everyone reading it will just be shaking their head like I did...
      0Reply
  • Dan H.Pro Member
    Investor · Poway, CA · Member since 2015 · 7k+ posts · 8k+ votes
    1y

    I think anyone that has had STRs for a while have got what seems like crazy complaints.   It happens.   I think crazy complaints need less addressing than less crazy complaints.

    I have had complaints for 

    Blackout curtains letting in too much light

    Guest getting a ticket for parking hanging over the sidewalk

    A room with a bunk bed even though it is both in the description and photos

    Seating only holding 5 when stated unit max occupancy is 5.

    Airplane noise where listing explicitly states unit has airplane noise.

    Too much seaweed (our beaches are cleaned often but just before the next cleaning there can be significant seaweed).

    Tight parking when listing provides exact measurements of the garage.

    I suspect I have got more nit complains or complaints on things that were in the listing than legit complaints.   I also believe the nit complaints have gotten more regular.   I used to get few nit complaints.  I would say I get one every 10 or so reviews now.

    Do not worry about it too much.  I would respond to the guest comment basically stating that there was an extreme weather condition that affected the quality of the river.  do not get defensive or disparage the guest. Anyone who reads that review will recognize that the guest comment was not well thought out (bordering on inconsiderate).

    Good luck.  

    5Reply
    • Joanne Fagan
      Property Manager · Charleston, SC · Member since 2025 · 7 posts · 7 votes
      1y
      Quote from @Dan H.:

      I think anyone that has had STRs for a while have got what seems like crazy complaints.   It happens.   I think crazy complaints need less addressing than less crazy complaints.

      I have had complaints for 

      Blackout curtains letting in too much light

      Guest getting a ticket for parking hanging over the sidewalk

      A room with a bunk bed even though it is both in the description and photos

      Seating only holding 5 when stated unit max occupancy is 5.

      Airplane noise where listing explicitly states unit has airplane noise.

      Too much seaweed (our beaches are cleaned often but just before the next cleaning there can be significant seaweed).

      Tight parking when listing provides exact measurements of the garage.

      I suspect I have got more nit complains or complaints on things that were in the listing than legit complaints.   I also believe the nit complaints have gotten more regular.   I used to get few nit complaints.  I would say I get one every 10 or so reviews now.

      Do not worry about it too much.  I would respond to the guest comment basically stating that there was an extreme weather condition that affected the quality of the river.  do not get defensive or disparage the guest. Anyone who reads that review will recognize that the guest comment was not well thought out (bordering on inconsiderate).

      Good luck.  


      I have to agree with the increase in complaints. I’ve observed the same. Over recent years, I’ve read various articles about growing consumer resentment at feeling ripped off by rental platform fees, etc. This, along with an overall sense of reduced financial security could be fueling the negativity. We maintain a 3-night minimum but guests have been booking shorter stays in high season, for the past couple of years. I’ve also noticed that they’ll book 5 weekday nights for a longer rez (avoiding weekend rates) and book shorter 3-night stays over the weekends.
      0Reply
  • Andrew SteffensBusiness Member
    Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
    1y

    I got a 2 star review because it rained, in Florida, in summer.

    [email protected]813-563-0877
    Vacation Rentals of Florida53 Reviews
    WebsiteView Page
    6Reply
    • JD MartinBusiness Member
      Moderator
      Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 16k+ votes
      1y
      Quote from @Andrew Steffens:

      I got a 2 star review because it rained, in Florida, in summer.


      🤣 I got a complaint from the last guests (also in Florida) that an insect got into the pool. We have a screened enclosure so I guess they assume that means no insects ever can get in, despite the fact there's 2 exit doors to the backyard 🙄
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    • Andrew SteffensBusiness Member
      Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
      1y
      Quote from @JD Martin:
      Quote from @Andrew Steffens:

      I got a 2 star review because it rained, in Florida, in summer.


      🤣 I got a complaint from the last guests (also in Florida) that an insect got into the pool. We have a screened enclosure so I guess they assume that means no insects ever can get in, despite the fact there's 2 exit doors to the backyard 🙄

       lol not surprised! The problem is Airbnb caters to these people and fosters this refund/review culture

      [email protected]813-563-0877
      Vacation Rentals of Florida53 Reviews
      WebsiteView Page
      6Reply
    • JD MartinBusiness Member
      Moderator
      Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 16k+ votes
      1y
      Quote from @Andrew Steffens:
      Quote from @JD Martin:
      Quote from @Andrew Steffens:

      I got a 2 star review because it rained, in Florida, in summer.


      🤣 I got a complaint from the last guests (also in Florida) that an insect got into the pool. We have a screened enclosure so I guess they assume that means no insects ever can get in, despite the fact there's 2 exit doors to the backyard 🙄

       lol not surprised! The problem is Airbnb caters to these people and fosters this refund/review culture


       I'll say it's made me more serious about getting my direct bookings back into shape again. The last couple of years they've withered as I was just really busy and neglected that end of things because ABV (Airbnb, Booking.com, VRBO) was just easy for me. But I'm really getting to the point of fed up with the one-sidedness of the model. The only thing I get out of the big 3 is the visibility of the platform; I've already got my own insurance model, payment portal, booking calendar etc. I need to really ramp my promotion & advertising efforts back up again. 

      Podcast Guest on Show #243
      Skyline Properties
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      2Reply
    • Andrew SteffensBusiness Member
      Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
      1y
      Quote from @JD Martin:
      Quote from @Andrew Steffens:
      Quote from @JD Martin:
      Quote from @Andrew Steffens:

      I got a 2 star review because it rained, in Florida, in summer.


      🤣 I got a complaint from the last guests (also in Florida) that an insect got into the pool. We have a screened enclosure so I guess they assume that means no insects ever can get in, despite the fact there's 2 exit doors to the backyard 🙄

       lol not surprised! The problem is Airbnb caters to these people and fosters this refund/review culture


       I'll say it's made me more serious about getting my direct bookings back into shape again. The last couple of years they've withered as I was just really busy and neglected that end of things because ABV (Airbnb, Booking.com, VRBO) was just easy for me. But I'm really getting to the point of fed up with the one-sidedness of the model. The only thing I get out of the big 3 is the visibility of the platform; I've already got my own insurance model, payment portal, booking calendar etc. I need to really ramp my promotion & advertising efforts back up again. 


       Its tough I've never gotten above 10-15% direct.  The OTA apps are too convenient and protect the guest too much.  I just got back from Europe and I used Abnb there because I was booking on the fly and had odd hours check in times and knew Abnb would have my back if needed.  I guess Im a hypocrite but the peace of mind was better than the extra time and hassle to save a few bucks.

      [email protected]813-563-0877
      Vacation Rentals of Florida53 Reviews
      WebsiteView Page
      1Reply
  • Collin HaysBusiness Member
    Property Manager · Gatlinburg, TN · Member since 2020 · 3k+ posts · 4k+ votes
    1y

    I've had low ratings because the fishing wasn't good, or there were too many flies.

    [email protected]806-672-7102
    SMOKY MOUNTAIN FALLS INC.51 Review
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    2Reply
    • Dan H.Pro Member
      Investor · Poway, CA · Member since 2015 · 7k+ posts · 8k+ votes
      1y
      Quote from @Collin Hays:

      I've had low ratings because the fishing wasn't good, or there were too many flies.


       Was the fishing not good or the fishermen not good?   Fishing can be bad for example after storms or heat spells, but poor fishermen always blame the fishing.   What they really mean is the fishing for them was not good.  

      Interpretation: I cannot catch any fish so it is the host’s fault.

      Reality: I have no clue how to catch fish in this area and that is the host’s fault.

      1Reply
  • Kate Sanchez
    Member since 2025 · 248 posts · 101 votes
    1y

    @Mike Kirby That’s frustrating! Nature’s impact is totally out of our control, especially after a major flood. I always try to add a quick “river conditions may vary” note in the listing after similar experiences - helps manage expectations. Sorry you had to take a hit over something like that.

    0Reply
  • Andrew Street
    Member since 2019 · 1k+ posts · 292 votes
    1y

    Ah, the joys of hosting, where you can do everything right and still get dinged for not taming a river. 

    Unfortunately, nature doesn't always cooperate, and it sounds like the guest may not have realized the circumstances. You did what you could, and most people will understand that weather-related issues are out of your control. You’re doing great!

    1Reply
  • Henry T.
    Member since 2022 · 1k+ posts · 1k+ votes
    1y

    Don't let it bother you. It says more about the reviewer than you. Retort with a  "we're so glad you had a good time doing (list all features - - -) then say we hope to see you again.

    0Reply
  • Sameul Ahsan
    Real Estate Agent · Worcester, MA · Member since 2024 · 107 posts · 45 votes
    1y

    Dispute it- Check if it violates the "irrelevant content" policy

    0Reply
  • Christina B.
    Boulder, CO · Member since 2023 · 174 posts · 97 votes
    1y

    Thank you @Mike Kirby for sharing and @Greg Scott for the laughter! I do wish we could reply to reviews with pictures because this one says it all. And I would absolutely rent your place if I saw you reply with humor and good grace. (I'm guessing your reply, Mike, was via Airbnb because VRBO is definitely not making those replies public for who knows how long...!)

    0Reply
  • Arthur StemplePro Member
    Member since 2018 · 4 posts · 0 votes
    1y
    Quote from @Mike Kirby:

    We just got a 4 star review because our guests complained in there review that the river was dirty so they couldn't swim in it. They also complained that the kayak launch area at the river edge was dirty and had "stuff" around it. 

    Our place is on the Guadalupe River outside of New Braunfels. The Guadalupe just had the worst flood in almost 40 years! We only saw water rising 4 or 5 feet from where it was before the flood but that completely submerged the kayak launch and it caught a lot of debris and dirt in it. 


    0Reply
  • Arthur StemplePro Member
    Member since 2018 · 4 posts · 0 votes
    1y

    I got a three star review on my ranch because all 10 acres were not weedeated and edged.  I got a 3 star review from one guest because their mother saw a fingerprint on the glass of the stove front, which they sent us over to wipe off the fingerprint but still gave a bad review.  Here is the scam.  They want you to give them some kind of refund amount to make their stay less cost and dangle the threat of a bad review over you to extort you for money.

    0Reply
  • Arthur StemplePro Member
    Member since 2018 · 4 posts · 0 votes
    1y

    Another thing.  If AirCover does not cover the outside/lawn of the living space, then no review about the outside space away from the rented space should be accepted.  

    0Reply
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