Hello Airbnb hosting community,
I would like to hear your input on this situation:
Even though I have been a superhost since 2021, I received a warning from Airbnb about "listing issues": "Hosts must follow our ground rules. Your listing may be suspended or removed if additional issues are reported." They list 3 reviews from earlier this year where according to them I breached the following ground rules:
1. check in: hard to locate
2. communication: slow to respond
3. overall rating: slow to respond
*note: 2 and 3 are from the same customer
I will share more context on each situation:
The issue in the first one was that the taxi driver overcharged the customer in the drive from the airport. That is unfortunately something out of my control. Upon booking, I send all my customers details of the check-in as well as detailed explanation on how to find the apartment, since it is slightly tucked in from the main road. I also send two videos, one of the drive to my place, and second on how to enter the building. The customer actually gave me a positive written review, and so I had missed the "2 stars" rating she gave me for location being inaccessible.
Poor communication:
- this customer was upset as someone broke his car windshield, case of vandalism that is unfortunate but also out of my control. The customer requested that my cohost and I call the police and deal with them for him. We politely refused to do so, after which he wrote an angry and vengeful review. I addressed this in a public reply to his review on Airbnb.
Now my question is, do you think I can do something else to address these issues as soon as they happen? Is there something I can do to point out the shortfalls of this ground rules policy to Airbnb? I think that I am being unfairly reprimanded. If Airbnb is considering penalizing hosts should there not be more of an audit into the listing?
Appreciate your thoughts on this.