Mark Simpson shares what he learned handling negative reviews as an Airbnb host. Early bad reviews sting more than five-star ones feel good, but experience builds thicker skin. When you scale, having team members to manage difficult guests becomes essential.
For me, personally, I got much, much, much better at dealing with that. And I can. It's funny, I can think back now to say, the first few guests we ever had for Airbnb, and I can still remember some of their names, like seeing them pop up. And I can remember their names because they were people that probably left a negative view. Unfortunately, it's the negative ones which stick in your mind. And all the five stars you get, you can't recall those. So I personally, I'm much, much better at dealing with that now. You get a thicker skin for it and you just get used to it. I mean, once you've been doing it a few times, like the phrase you use, it's not your first rodeo, and you can tell when somebody's just never going to be happy no matter what you do. But definitely having people to help you handle that is something that you can look forward to. So if you're looking to hire your first member of staff and to start growing your team, that's a massive point.
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