Airbnb New Review Policy for Terrible guests!

[Michael5047]

Hear this out...

If a host leaves a 1-star review for a guest and has proper proof to support that 1-star review, that review will be posted immediately on the guest's profile before waiting for the guest to post a review for the host or the 14-day period ends. 

Let's say you decide to host a new guest on the platform and they turn out to be difficult, they stole things,  make damages, etc.  Then you leave a review on their check-out date as usual. If they don't leave a review for you, there is a 14-day period where anybody can host them without any heads-up.

So now, how do we recommend Airbnb add this policy?? 

It just happened to me:

I accepted a last-minute reservation from a new verified profile (without reviews) saying they were looking for temp housing until their long-term rental was ready to move in. I don't want to bore you with the whole story, but this is the review I just left for them:

''Within 2 hours of check in, the police and paramedics had to come because somebody almost overdosed inside the unit. I found out from another tenant in the building what have happened because when I called her for an explanation she just said ''it was a family argument but everything was taken care of''
Upon check out, they stained several towels and sheets, broke a brand new TV, and stole pillows and towels. 

On the 3rd day of their stay, I received an Airbnb message from her asking if there was a washer and dryer in the unit. Kind of crazy because my apt is super small and it's impossible to miss. That's when I realized the people staying in this unit weren't the ones making the reservation
Stay away from her and her group''

10 days later, when I submitted an AirCover request, I realized that there was a new review on their profile from the host who previously hosted this group. I'm posting a screenshot of that review...

After reading this experience, do you think this new policy will make sense? 

[Amber685]

Yes I would highly suggest that recommendation from Micheal especially if a host leaves a 1 star 

[Helen3]

sorry I don't  agree @Michael5047 

but  I think what should have happened is that Airbnb should have cancelled any future bookings from the guest following that review.

can I ask you what vetting procedures you put in place to ensure the person books is the one who stays and to check guests are a good fit?

personally I don't accept last minute bookings from new guests and would have gone to the property once you were aware of the issue not let the guests continue to stay without investigating the situation

@Michael5047 

[Sudsrung0]

I thought it was against Airbnb rules 3rd party bookings?

[Anonymous]

@Michael5047  In my experience, last-minute bookings on Airbnb are usually guests whose previous accommodation has just been abruptly terminated. It's one of the reddest of flags, so hosts who even consider these bookings should apply a lot more scrutiny to them both in the request process and at check-in. You can't really blame the review delay when they blow up in your face.

But I agree with @Helen3  that a different process should be triggered when a guest gets reported for misconduct or receives a 1-star review. What could be set to automatically happen is that the guest's ability to book new listings is blocked pending investigation (this is already the default action for flagged accounts), and  if the guest has any upcoming bookings, the hosts are automatically sent a warning with the option to instantly process a penalty-free cancellation. 

[Huma0]

@Michael5047 

While I can see that your suggested system would have been useful in your particular situation, i.e. you would not have accepted the booking, overall, I think it's a terrible idea! Sorry.

The review system is blind for a reason. What do you think that guest is likely to do when they see the 1* review the host has left them BEFORE they write their review? Of course they are going to leave the host 1* across the board too, and a terrible review. Will the host be able to get the review and ratings removed? Unlikely. So, the host's ratings are absolutely tanked as a result. Goodby Superhost status, hello suspension.

I agree with @Anonymous and @Helen3 that a better system to have in place is to suspend the guest pending further investigation. Airbnb seems to have no hesitation suspending host accounts if a guest reports a 'travel issue', and will do so before asking any questions. So, the host should report the guest asap, not just leave a bad review, and Airbnb should act on that. Also, I have no idea if your guest still has an active profile, but after 2 x 1* reviews in a row, saying the same thing, the guest should definitely be suspended, if not removed from the platform. That's not to say they won't just create a new profile, but they would probably do that anyway just because of the bad reviews.

I would not rely on reviews alone as a vetting process. I've hosted lots of great first time guests, but I've also hosted guests with lots of positive reviews who have been a nightmare. 

I've never hosted a third party booking. Not once, out of hundreds of stays. I've certainly had plenty of people TRYING to make a third party booking though. They just haven't slipped through the net because I have a pretty thorough vetting process.

[David8879]

I put in the house rules that IDs for all guests in the booking shall be provided immediately after booking is accepted - by the way it is a LAW in many countries as tourists must be registered with immigration authorities to avoid illegal immigration and human trafficking  (NOT before booking - this will open you up to legal issues), IDs will be checked upon check in, no guests not in the booking will be allowed into property.

I also make it clear (multiple times) that common areas such as hallways and outside areas are under 24 hour video observation/recording by on site personal and periodically reviewed by hired security firm. 

Reviews alone, especially when property management companies are involved worth very little, the only thing management co. will communicate with you are major damages. That, BTW, is a problem on its own as next guests will be displeased with broken/non-functioning things.