I just received a very unfair review. The guests arrived 3 hours early and started working 1 hour before the booked time, I confronted them about it, they didn’t pay for the extra hour and now wrote me a damaging review about it.
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I definitely feel your pain with circumstances like that. Hopefully you also left him a truthful review on their actions while in your space.
Yes it would be nice to be review the review.
KD
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As a marketplace, we see a lot of value with a simple peer-to-peer review system, where unbiased and constructive reviews can help grow business for hosts. Ultimately however, to limit potential bias, we can only intervene in rare situations where a review clearly violates our content guidelines.
That said, we understand the limitations of this type of review system. We do have a process to dispute and evaluate reviews as needed, once they are published on Peerspace. Reviews are only shared once both sides have submitted theirs.
If you believe any of the content in a guest’s review is dishonest or violates our content guidelines, please reach out to us at help@peerspace.com and provide the guest’s name. Our team will work with you to collect what context and evidence we can to evaluate if we are able to remove or allow a response to the review, based on our content guidelines. We don’t have a feature for this built into the platform quite yet, so any review changes for now would need to go through our team. Let us know if you have any questions.
Sean
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Kool.
Thanks for this piece of information
KD
True, Sean, but as hosts we are compelled to submit a review prior to being able to accept any other bookings. So we’re seemingly required to expose ourselves to the potential of an unfair review moreso than a guest who could theoretically simply ignore two reminder emails and go on their way.
We’ve been lucky enough to have excellent reviews, and we’re always pleased with the support we’ve received, so I imagine if something in a guest review was really out of bounds, the help desk would have our backs. Hopefully so.
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I would ssy that people/guests reading the reviews notice if a review is unfair
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I don’t accept them in before the booked time but all the cimmunication has to be calm and with a smile, so that they don’t feel unwelcome
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I did reach out and explained that the review clearly violated the Peerspace Content Guideline against “posting undeserved or disproportionate reviews.” I received no accommodation or acknowledgment my issue was valid – I was essentially blown off, despite being an experienced host with an otherwise flawless record of 5-star reviews.
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I had the same bad experience last summer with a disgruntled guest. I complained but the review stayed, and the guest got a refund! The review was so embarrassing that I went off the website for a month, accumulated enough 5-stars from previously booked gigs to push the bad one down the list, then went back on the air.
Another deranged review popped up last month, and I complained again. This one was so weird (and obviously corrupt) that the peerspace gurus agreed, and it disappeared overnight. Yay! Maybe their attitude has shifted?
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wow sounds like a minefield out there!! Warren I am glad your last unfair review got wiped. I am just starting out and looking for advice…I had 4 bookings and four 5* reviews so far, but seems it is all on knife edge…as a newbie I fee like the communication has been positive, but my bookings are really scattered. Weeks with nothing then 4 inquiries inn a day???
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Tracey, I’m constantly trying to come up with rational explanations for fluctuations like you are experiencing. I am pretty sure there aren’t any. It’s just the nature of things, especially lately.
Actually my loft’s inquiries are fairly steady, I guess because the space is fairly popular. By contrast, I also have a retail store nearby in Berkeley that is completely, unpredictably whacky. No sales for weeks then it will do a few thousand $ in a day.
You might try checking out the stock market lately. Similar behavior. Let me know if you can figure that one out…
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I agree. I just had a similar situation as a result of a client deciding they were going to overstay (without talking to me about it), and left a damaging review as well. Having the option to reply would be helpful so that future prospects can see both sides. An unfair, damaging review also hurts Peerspace’s future prospects if it’s not a fair representation of your space and service. 
Do contact Peerspace support if anything in the review is false or prompted by the guest’s improper behavior. Include any documented communications you have like emails, texts, etc. Good luck!
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Thank you! Yes, I proceeded that route and outlined the communications and expectations laid out. After being declined twice, they’re now reaching out to the guest. I’ve had 5 stars and this 1 star review significantly brought down the overall rating. The guest simply was unhappy about the overstaying fee. And they didn’t type out any context. Just selected one star. If anything, I’d like to be able to reply to the review so future prospects can see.
I’m listed on Splacer as well as Peerspace and others. Splacer allows hosts one response per review. This is incredibly helpful.
I had an older, seemingly respectable woman book, agree to all of my rules, but then send a group of young 20-somethings on the morning of to set up. The woman who booked didn’t show up until 3 hours into the booking. Meanwhile, I found the setup crew painting a wall without asking, sticking thumbtacks into things, dragging furniture around, and violating just about every other rule I have. My assistant and I had to stand outside my office and watch over them the whole time. We stopped them from accruing hundreds of dollars in damages.
She gave me 2 stars and said we “watched them like they were thieves.” Fortunately, I was able to respond with my end of the story.
Peerspace should allow responses and then police both sides to make sure they’re fair and balanced. I check reviews of potential guests, but it’s almost always pointless for people booking events. They almost always have zero reviews so you have to go purely off of instinct. And if a guest does get a bad review, they can just create a new account with a different email. Why? Because Peerspace doesn’t collect any form of ID.
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Geoffrey, I agree that hosts should be able to leave one rebuttal message, if only to say we have tried our best to provide good service. Wouldn’t this only make Peerspace look better?
I also agree that guests DON’T READ! And then get upset when they feel entitled to do whatever the f**k they want and violate our house rules. There definitely should be a better review process by Peerspace.
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