Guest breaking house rules

[Abigail326]

Recently I had a guest who bought in party tables and chairs (we got it on video) and had multiple people coming and going and even though we documented all of this to Airbnb, there was no positive resolution for us (the host). The guests left a 1 star review claiming we harrassed them because we told them there was a no party rule and we asked them to comply, which they didn’t. Airbnb refused to have the review removed as we requested because the review was a retaliation 1 star review. Has anyone else experienced this? What could I have done differently? 

[Rebecca]

Hello @Abigail326 👋

That's very frustrating especially as you were enforcing the no parties rule. I'd like to tag some experienced hosts here that may be able to support or offer advice for next time: @Marcin65, @Amrita8 and @Brian2659 - what do you think? 

[Tiffany587]

@Rebecca It's unfortunate that there are some guests that just simply don't care. It's more unfortunate that Air BNB has changed some of their policies which allow these unfortunate experiences to happen and not remove these reviews, or simply not support us as they have done in the past. 

Here are some tips I can think of that has helped us:

Keep everything documented in the messages in the app-conversations with the guests and pictures and damages.

Reply back to the review with the facts of what really happened.

I'm not sure if you have instant book on but we do not- we screen all guests before approving them. We also make them confirm their age, check out time, and amount of guests on reservation and no extra guests allowed before we accept their reservation. 

You can put in your listing you charge for extra guests as a deterrent. We have also made our house rules seems a bit scary but guests who get it understand why and they appreciate in knowing they have a host who is serious and a well maintained home. 

Lastly trust the vibes. Everytime I had a feeling and still accepted guest it wasn't a good experience. Hope this helps!

I wish I had more advice for air BNB support but it's become very robotic/scripted and impossible to talk and have situations handled correctly.

[Abigail326]

Thanks so much for taking the time to respond to me. I will try some of your suggestions 

[Marie8425]

@Abigail326 

I couldn't find the review?  Did tou remove that listing?  The 4.69 overall rating and a Guest can't see anything but 5 stars  some potential Guests will be uncomfortable because they can't decide if stupid.

[Abigail326]

Thanks for responding. It’s there.

[Marcin65]

Hello @Abigail326  . Your listings are wonderful and have so many top ratings! Don't worry about this one, it won't hurt you. The situation you're in is strange to say the least. The guest is clearly breaking your house rules, you have proof of this, and support won't remove the retaliatory review? To me, this is unacceptable neglect and disrespect for a member of our community. I ask the admins, managers, and best contributors to look into this matter. @Rebecca please tag more active people.

Here is the link

Lux Penthouse Apartment - Flats for Rent in Georgetown, Demerara-Mahaica, Guyana - Airbnb

You can easily find a one-star review there

Sad...

[Abigail326]

Thank you so much for the support. I too cannot understand how a guest gets away with this type of review when there is video evidence of them carting in 4 large party folding tables (the 9ft ones) and several folding chairs and dozens of people in and out all day. Airbnb support said that the review did not violate their terms