Hello,
Needing some advice on a review from a guest.
The guest notified us on the evening of their second day that the freezer wasn’t cooling. The next day we had a new fridge/freezer delivered to put in the garage. The main house fridge was operating properly and maintained temperature throughout their entire stay. (We have documented photos, videos and notes of this) The “electrical” issue she is referring to was a GFI plug that tripped. We had an electrician out to confirm and he said everything was in working order and everything was working properly. We reimbursed them $50 for lost ice cream as that was the only item she said they had to disregard.
After the guest departed, she then demanded another refund in exchange to “highly recommend our home to others” and stated she wanted to stay with us again and even thanked us for a great stay. This is the message she sent us:
“We completely understand that this was an unpredictable situation and we truly appreciate how quickly you responded. Because we plan to highly recommend your place to others, we were hoping we could agree on an additional partial refund to cover the rest of the lost groceries and the significant disruption to our time.
Thank you again for having us, and we hope to stay with you again in the future”.
After a few days and no refund she wrote this retaliatory review/private note comment:
“It is very unfortunate that you ended up ghosting us after our stay. We really loved a lot of things about our stay but your run around regarding your insurance was petty and very off-putting to want to return to your property”.
We also have a video from our Ring doorbell where the guest said "If they don't refund us we will leave a bad review - If they give us a refund we will leave them a 5 star review"
We could not submit the actually video to Airbnb Support but we had a transcript of what she said. Airbnb denied the review removal. Airbnb is denying a review removal the is clearly in violation of their review policy.
