How to deal with deceptive guests.

[Sunder8]

We had a guest and as soon as she came in she complained about some bread is there in oven and said everything else is fine. I offered that we will send in the cleaning staff and address the issue as I knew they were not at home. There was no response and after a while she said sorry she did not see. Then she informed airbnb support that there was an issue. I thought since we offered to clean and she did not respond to it issue is closed. However, she gave a 2 star review and saying everything was bad and it was a terrible experience. We had 7 other 5 star reviews. I tried to ask airbnb to remove the review but they did not. 

I showed them she said everything was perfect except bread and that also we offered to clean. When airbnb support reached her she wanted money back, knowing the review cannot be removed. Now I am actually questioning if that bread was ever there and she placed it there before complaining. I learned a lesson now that I need to have pictures. , but also how practical is it to have pictures of every corner before a rental. Especially here when you are booked back to back.  

[Patricia2526]

Hi @Sunder8 

Oh, I’m sorry to hear about your bad experience. It really helps to always have before-and-after photos for documentation. Sometimes cleaners can overlook areas like the microwave or oven this has happened to me a couple of times as well. Thankfully, I double-check the unit before guest arrival. After those incidents, I provided my cleaner with a detailed cleaning checklist to make sure nothing gets missed moving forward.

For now, I suggest replying to the review calmly and professionally. Keep your response factual, brief, and non-defensive, and mention the steps you’ve taken to prevent it from happening again. Remember, your reply is mainly for future potential guests, so focus on accountability and improvement rather than emotion.

[Sunder8]

Thank you.

[Helen3]

some guests are scammers sadly @Sunder8 

Presumably you would know if you or your cleaners had cleaned the oven before the stay . If you have then no need to refund or offer to reclean the oven. 

did she share photos/videos? 

[Sunder8]

She did share a picture of bread in the oven and her words were "Everything is perfect except there is a rotten smelling bread in the oven and the oven is dirty". As soon as I saw that message I apologized and offered to send someone when they are away for dinner (as I know they were away from the door lock status and the external camera had no vehicles). The idea was I would just go and clean it before they come back as I did not want to cause any discomfort to the guests.

She did not reply for hours and late in the night she replied sorry I did not check the message. I had no reason to not believe her. This is the first time I am dealing with this sort of a situation, after an hour or so (around 1 AM) she reports an issue to airbnb support. They contact me over the email and went through the resolution process. The next day (as it was a one day rental) , she gives a horrible 2 star review saying everything was dirty and it made her uncomfortable to walk in itself . This was after she asked for an early checkin and late checkout (both of which I honored) .

I called cleaners and they swear they did not leave the oven unattended, I have no reason to not believe them as they are quite professional and my property is not the only one they service. 

The support calls next day and saying the guest wants more money, I said the damage is already done and she already gave a horrible lying review, what point is there to give her money? 

I replied to the review apologizing and explaining we did offer to come and clean. I did not expect much from her but it was rather for the future customers who would see that review. 

My take, I believe my cleaners and it was a scammer and I did not recognize it. 

What would have done in this situation, just trying to arm myself with knowledge for next time. 

Thank you Helen. 

[Helen3]

Your reply is rather contrary @Sunder8  on one hand you say 'I had no reason not to believe her ' ie the guest 

then you say 'I have no reason not to believe the cleaners'

BOTH can't be true .

if a guest complains the listing is not as described ask  them to  show you photo/video evidence. 

I trust my cleaners so would always wonder if guests are telling the truth about cleanliness issues  particularly when they won't let me fix the issue they claim  of.

i would never have apologised to a guest like this but would have left an honest review calling them out for their behaviour.

I certainly wouldn't have given them a late check out after they behaved so badly . 

[Sunder8]

Yes, at that given point of the time, I did not think she was wrong or a scammer. As I gave her the benefit of doubt. 

As time passed and she contacted the support, i realized this was rather a ploy to get back some of the money. 

Once I spoke to the cleaners (this was a day later) , I feel I was scammed.