Removing Content Review

[Pete-And-Andrea0]

We are having a hard time believing that someone can come and stay at your place and then leave a review that we feel is fraudulent and we have no recourse to correct it.  That they can take your place from the top 1% and trash it because they feel like it.   I do not think that is right and am asking how others have been able to successfully reach out to Airbnb on this issue.

We had a guest this past weekend who left this review:

The good. place was extremely clean and cottage was secluded. The not so great was the rules and sticky notes for everything. We did not even want to use shower or towels for fear of somehow getting a stain and being charged additional money. Also when we rent we really prefer not to be greeted by host when we arrive. I think for the right clientele this place would be great. For adults that have respect and don't need extensive instruction, not so much. The place is secluded. Quiet a little small and to close to hosts. Just my opinion. A solution for the towel issue would be to get a different set to use and a set for display. The hosts seemed very nice just maybe a little to much Type A.

Detailed feedback

Check-in.     3

• “link Google map directions took us to wrong house”

Cleanliness   5

• Spotless furniture & linens
• Squeaky-clean bathroom
• Pristine kitchen

Accuracy. 5

• Looked like the photos

Communication  3

• “excessive rules for every little detail.”

Location 5

• Peaceful
• Beautiful surroundings

Value. 4

They gave us a 3 on check in because I was outside and greeted him when they drove up.  I live here so it is not uncommon that I am outside.  They also stated that their GPS sent them to the wrong address.  He states that "

• “link Google map directions took us to wrong house”   
  
  I am not sure what link he is talking about, or how that should reflect my review.

They also gave us a 3 on communication because we put 2 sticky notes in our cottage.  Which I guess offended him.

He stated that:

The not so great was the rules and sticky notes for everything. We did not even want to use shower or towels for fear of somehow getting a stain and being charged additional money.

If the rules were excessive for him, why did he stay with us. They are online and he read them.  He obviously did not have a problem before he got here.  He did and decided to give us a lower review because of it.
That should not be allowed.

When he first requested he told us he and his wife were disabled vets.  So we sent back a message to describe our place further to make sure it was a good fit for him.  Here is the message he sent and our response.  

Hi Pete and Andrea. We already Cheyenne and Christy. we are both disabled veterans who are taking our trip to celebrate Christmas with family in the area. your location is close, convenient and appears to be nice and quiet when time comes to return to the space and relax.  

Good morning ☀️,
Thank you for requesting the Rose Cottage. It is a very quiet neighborhood.
I do want to let you know before you decide that the space is 400 square feet and the shower is a standard small shower. And the pictures are accurate.
Also there are two steps into the cottage as pictured.
I will be waiting for you to let me know if this is acceptable to you. Then I will accept the request if it is agreeable with you!!!
Pete and Andrea

He did not respond to the message, so I accepted him as a guest and then called him to let him know the size of the place and the size of the shower.

(We accepted them on the advice from Airbnb, "To accept to get their phone number and then be able to call them.")

He said all that was great.

But then in his review he states the place is too small for him.  

When he checked out, we noticed the towels looked like they were never used.  Didn't think anything more of it until he left a review and said they did not take a shower in fear we would charge them extra for the towels.  We have never experienced that before nor had someone blamed us for not showering.  On our rules online it states that if towels are damaged we would charge a fee. It states in the rules: • Please Do not stain the towels – a $10 fine per towel will be charged for any stains found on the towels.  We have yet to charge anyone that fee.

I am putting our response to him below as well as our response to Airbnb to get his review removed.

Our response to him:   

Good Morning Cheyenne, Again, thank you for you service. Although I have not served in the military I did grow up in a military family and have worked with the children of those who served in the military for 40 years until I retired. I am so sorry that you did not have the experience we strive for and have always gotten, 5 star. I will address each dissatisfaction. We have two sticky notes in the Rose Cottage. One was for ice chests to be placed on the tile and not on the wood floor. The second sticky note was only on the beach towels there for your to use at our hot tub. That note states, The towels are for use at our pool only. This note is there because guests have taken them to the river and water parks. There are several bath towels in the bathroom and no sticky notes there. Completely different room from the sticky notes with the beach towels. We do have rules on the Airbnb site found in two places and guests are free to read them before making a reservation. To see if we are a good fit for them. In addition, the pictures on Airbnb site are taken to clearly show potential guests where we live in relation to where they Rose Cottage is located. The Airbnb site also states we live in the house on the property. If we are in the yard we will say hello and thank you for visiting. It was nice to meet you, Cheyenne, and that was the only time I saw you on your visit. So since we live here, guests may see us. If you would have let us know you did not want to see us, we may have suggested an Airbnb where the owners do not live on the property. As far as the space being small, it states on the Airbnb site that Rose Cottage is 400 sq ft. You mentioned you had trouble finding our location on Google. I am sorry you had trouble finding the Rose Cottage on Google. No one has ever had a problem before. Lastly we do not have towels for display. They are for use by guests. And have been used by all the other guests. Including and extra towels in the bathroom cabinet. I do hope you find an Airbnb that better suits your fit on your next visit to the area. Rose Cottage Pete and Andrea

Our response to Airbnb to try and get it removed

I am challenging the review I received from Cheyenne because it contains untruths. And I am very insulted by this. Here are the examples: Cheyenne states that the rules are not great. The rules are listed on the Airbnb site and could have been read before reserving the Rose Cottage. This review is not a place to discuss things he stated in our introductory messaging that he agreed with. Cheyenne states, there were sticky notes for everything. There are two sticky notes in the Rose Cottage. One stating, please place ice chests on the tile and not on the wood flooring. And another sticky note located in the cabinet by the bed on the pool towels stating, These pool towels are for use on this property only. Towels should not leave the property. There are instructions for how to use the TV and How to use the Hot Tub. Both of those are in frames and in the cabinet and can be out of sight by keeping the cabinet closed. So two sticky notes are there. Cheyenne states, sticky notes for everything. There are plenty of towels In the bathroom and the racks as well as in the cabinet. Cheyenne did not like being greeted by my husband. We live here and have no idea when guests will arrive. We are always going to greet them if we see them. Cheyenne agreed to the renting of the Rose Cottage knowing we live on the property as well Cheyenne had access to the pictures on the Airbnb site showing the location of the cottage in relation to our residence. Cheyenne's commented about the size of the Cottage. It is clearly stated on the Airbnb site with the pictures that it is 400 sq ft. We also stated it in our introduction messaging with Cheyenne and we told him on the phone. So this is not an item for the review. It is a decision Cheyenne made before he booked the cottage. Again Cheyenne mentions the towel issue. All towels are for the use of our guests! If Cheyenne thinks the towels look like they are for display he is wrong. Lastly I am very threatened by the harassing, demeaning, insulting comment that Cheyenne made about my personality. He does not know me. No individual should be allowed to violently attack Airbnb ratings with untruthfulness. There is not one thing I can change. All criticisms from Cheyenne are caused by him not reading the Airbnb listing or messaging. And this is a threat to my Airbnb!!! And Lastly Cheyenne insulted me with the comment about being type A personality. He should not be aloud to attack my character .

[Ephraim21]

I totally agree. Negative review on quality and quantity declared at the time of booking should notbe acceptable. Attack on personailty is total unacceptable. That should be left to the accreditated specialist like psychotherapist.  Marry christmass everyone.