Unfair Review

[Abdulla138]

I have had a guest who didn't read any of the check-in instructions. parked on a different property than I had to go to direct them. offered them free bikes for their stay, fruits, water, and a Nespresso machine along with the fastest internet you can have. they checked out a night earlier, and I confirmed with them if everything was ok. and they replied yes. the next day I received a 3-star rating and the person replied by saying I was planning for 1 night stay, but since I couldn't do so I say that I would punish you with a 3-star (my minimum stay is 2 nights) I have all that proofed in whatsapp messages. but super host customer service would not listen to me, neither they asked for my evidence. I feel that I have been put in a very bad position as I used to be a 5.0 superhost. I wish that an admin could provide assistance with this as this completely unfair from Airbnb.

[Pat271]

@Abdulla138  I would keep calling them and showing your proof. You may get a more accommodating CS rep at some point.  

However, please note that once you go off the Airbnb platform to use a different chat mechanism, proving your case will be much more difficult.

Next time, make sure you abide by Airbnb guidelines, and restrict communications with your guests to the Airbnb website or app.

[Abdulla138]

Thank you so much for your reply, Pat. I agree with you on the matter to let Airbnb be visual towards the whole communication process. but let's not forget that Airbnb is also allowing us to communicate with them through phone calls when needed which opens the communication choice to different means.

I have a list of check-in and tutorial links that I send using Whatsapp, and that's the reason why I use it. there is no option in Airbnb that lets me either upload video tutorials or links to YouTube. Capturing photos or text isn't sufficient in my case.

[Pat271]

@Abdulla138  Why can’t you type links in the Airbnb chat? Links are typically allowed after bookings are confirmed; it’s only pre-booking that they are removed.

I’m primarily talking about guest conversations - for host-to-guest instructions, directions, keycodes, etc. I use the Airbnb guest email alias.

[Abdulla138]

Lol! It’s good to know hhhhhhhh can’t stop laughing 😂 

[Helen3]

Is this the guest you left this review for 'Mohammed is a very respectful and humble person. He is definitely recommended as he is very communicative and super clean and tidy.'

[Abdulla138]

yes 😥 I have never felt so stupid in my life. I never expected that from him but I guess I should have known better. because of this I am reviewing my stay policy to 3 nights minimum. so much hassle with 1 and 2 night stays.

[Trude0]

Keep trying with CS, it sounds like this is a review that ir should be possible to have removed, under Airbnb’s new rules of the Winter Release, I think. You just need to get in contact with a CS representative who actually know what they are doing. Which may be a challenge. 

[Abdulla138]

I am and the case has been escalated. hopefully for the best.

[Jenny]

Hi @Abdulla138 

Please do pop back let us know how you get on with your case.

Jenny

[Trude0]

Also, in this case, I suggest you make a public comment to the review, explaining why the guest gave you the 3. Remember, the guest will probably never read your comment, but all potential guests will, you write it for them. So keep it short and factual. E.g ”Mr x was a nice guest who left the place nice and tidy, and expressed he was happy with his stay. My minimum stay is 2 nights and he only wanted to stay 1 night. Unfortunately, instead of booking somewhere else, he decided to book here anyway, leave after 1 night, and give me a 3 for not changing my rules for him. I wish him well, and suggest that next time he books somewhere that actually matches his needs. ”

[Abdulla138]

OMG you're absolutely spot on! I am gonna do that now!

[Abdulla138 · Accepted solution]

So after respectfully talking to my guest, he added some recommendations that I have already implemented for guests from his type which is 1:30 but it is still good to be able to take notes and implement. the guest then requested to remove his review and the case is over.

[Jenny]

Hi @Abdulla138 

Thanks for coming back to update us.

Jenny