Escalating Concerns

[Sharon1450]

I had an unstable and scary person stay at my property.  She arrived 3 days late and I think she expected me to provide a refund.  But, she said that it was because of airlines, so, I recommended nicely that she might want to ask the airline.  She was very rude during the introduction to the property, and I had to leave the apartment because she became very odd and angry.  It was frightening.  However, because I had my partner next door, I felt safer, and I did not complain - her stay was shortened so I just wanted it to end and go away.  I felt sorry for this guest because she seemed so unbalanced.  After 6 years of being a Superhost and having all five-star reviews, this person posted several lies about her experience and gave me 3 stars based on lies.  I had never asked Airbnb to take down a review and they refused to remove this.  Her review is not helpful because it's based on lies.  However, my business and credibility is impacted by this review.  Airbnb has acted like my commitment as a host and history of providing great service don't matter and that it's somehow important to honor this disturbed person.  It is so sad.  The reviewers on Airbnb did not provide me with any service or compassion. I would like to escalate this further so that Airbnb becomes a better place for Superhosts, but, I am told that there is no one higher than the anonymous Review team.

[Helen3]

Sorry to hear that @Sharon1450  what was in her review that you think goes against Airbnbs review policy.

presumably you left an honest review about this guest to warn future guests - so her review will be seen in context ? 

[Sharon1450]

The policy is that reviews should be based on facts.  However, the reviewer made up 3 things.  She said she could not use the patio half the time, which is a lie.  She said that she could not access our washing machine (that it was locked), which is lie.  And, she said that there is an issue with electric car charging, however, we got her car charged.  We picked her up from the airport, which is a gratuitous service, when she could not fit her luggage for the next property, we delivered it to her hotel for her and we revised our schedule because she missed her flight three times.   She left a 3 star review, when we have never had less than 5.  It was retaliatory, because I refused to credit her when a supervisor found (through auditing communication) that she lied about not being able to use our pation (we simply asked her when she would be out so we come on the patio.  She used this to try to get money from Airbnb.  It's been exhausting and after 80 reviews and 6 years consistently as superhost, I think that Airbnb could have removed one review that does nothing to help the community.  

[Helen3]

So all the more surprising you didn't leave her an honest review to warn future hosts considering this guest @Sharon1450 

wouldn't you have wanted to be warned about this guest 

her reviews are all really positive so no host considering her would know about the issues you mention

keep pushing Airbnb to remove her review .

[Sharon1450]

Yes.  Not reviewing has become a problem.  I am a Performance Management person and file negative reports until I see a pattern (people are not the sum total of their worst deed/day) - however, if the behavior repeats (like 3 times), then, there should be action.  I think Airbnb, as the corporation, must do their due diligence to protect us and support the platform's function, it's incumbent upon them to perform this PM function.   This is why I called in when she left and told them about my bad experience - I put it to Airbnb to monitor.  Then, if it happens again, they have record, i.e., there would be a precedence warranting action.  Perhaps it was wishful thinking that they would act in this manner  I didn't want to have a lot of negativity on my otherwise positive review page.  Perhaps this is my own conceit.  Thanks for allowing me to vent here and actually listening - I do not feel like the "Superhost" Airbnb staff did much other than offer a party line and a weak defense of their non-Action. I will keep pushing.  We should all push for positive change.