Retaliatory Review Removal

[Lala89]

Unfortunately, I am a frustrated Airbnb host.  In that last 2 weeks, I have gotten three guests that have trashed my property to various degrees. For the last guest, Airbnb cancelled the reservation after seeing that the guest did the following:

1. Showed up with 8+ people on a reservation for 4 people
2. Took a piss in the backyard
3. Attempted to cover the disclosed security cameras.
4. Smoked weed in a non-smoking house

Upon entering the property after the guest checkout, we noticed that the guest smoked weed inside the house and burnt the mattress cover and bedsheet in the process. They also broke the TV for which we have submitted an aircover claim.

The guest has since left me a retaliatory review and Airbnb is not willing to remove it despite the fact that the policy says retaliatory reviews will be removed if the guest breaks house rules. In this case, Airbnb cancelled the reservation after seeing video evidence of the guest breaking not only the house rules but also Airbnb's rules.

Who can help with this?

[Fred13]

Airbnb or no Airbnb, your first problem may be the fact you are consistently drawing too many guests to your very nice place. And also at $366 - $486, divided by 10 is 'a $36-$48 a night' wrong type of clientele no matter which way you slice it. Allowing 10 people signals a possible party locale to many.

Perhaps allowing a maximum of 6, with some case-by-case exceptions (like a family) will help. Charging $350 for the first (2) and $50 for extra persons; which may amount up to 4 additional persons after first 2 (a plus $200) and you will be ahead, without a hard-to-control crowd and their stupid reviews.

[Lala89]

Thank you Fred!

[Mark116]

@Lala89   If you've had three very bad guests in only a matter of a couple of weeks you might want to look at what you are doing to vet your guests and how you could increase vetting to hopefully prevent this in the future.  You could do this by adding more rules, engage in more communication before/during booking or as Fred suggests also raising the price.  Your properties are lovely, but definitely I can see the attraction to people who are looking for a party.

[Jenny]

Hi @Lala89 

Has the review been removed since you posted this?

We can pass your concerns over to the team, but when I checked your reviews, they were all five star so I'm really hoping it's been removed.

Please let me know!

Jenny

[Lala89 · Accepted solution]

Thanks Jenny. It has been removed. 

[Jenny]

Thanks for letting me know @Lala89 - please pop back if you need anything else.

Jenny

[Lala89]

Hi Jenny, please I need your help. I have a claim from a reservation where the guest smoked and caused other damage to my property. I have provided evidence of the smoking and now the claims agent is asking me for an incident report. i have asked for a call back but have not been able to hear anything back. Is this something you can help me with? 

[Bhumika]

Hi @Lala89, How are you?

Were you able to get in touch with Customer Support regarding this later?

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[Andre298]

removal notice
I received an email saying my listing was going to be removed. I applied for the 7-year partnership and everything was automated.
We are hostage to the reviews.
1. A woman wanted to check in early and leave her bags. She said she was in a residential condominium and couldn't, so I gave her a low rating.

Another one was a guest who put 2 guests in, so as not to pay extra, there were 4. I asked for a change. In the review itself, it said this was retaliation. I gave her a 1 rating.

Another one was a guest who left because of the hammock on the balcony. Airbnb itself didn't accept it and said it wouldn't be a problem. The guest asked me for money on the platform, and I gave her a low rating.

Your statement
Good afternoon, I have been a partner for 7 years, it wouldn't be fair, high tuning-over comes from everything in the brazil region. (I experience early check in, they get angry below, I experience a girl who says she didn't fit in the shower, another who says the balcony doesn't have a screen, she leaves below, in 7 years. I've had bad luck with the reservations below, I sincerely ask that you reconsider!!! (I made improvements, I put in blinds, the rest of the apartment is well-liked). - Reservation Ludiane HMHA8DFJQ, she complained about the balcony and left, retaliation, Airbnb itself didn't accept the issue, Airbnb ITSELF didn't accept what she sent, she asked me for money on the platform itself. - Reservation Hellen Keuren HMNMMX9DJW, came from booking as retaliation, didn't want to pay the deposit. - RESERVATION HM3SESPE34 > The stay was good, I only had one small unforeseen event. I made a reservation for 4 people and it said it was for 2, he tried to cheat me to pay less, he says so himself, I charged and got angry. -Reservation HM38MMJAF "Yes, I saw that it's 1pm, but can't you authorize us to arrive earlier to drop off our bags? Are we going to have to wait until 1pm at the door of the building?" She arrived early, didn't follow the rules, and was still angry, focusing on the evaluation.

sad about all this, so many other recent 5 ratings, and these 3 blackmail ones, we are at risk of being banned.