Airbnb Removing a Guest Review for a Host Given a 1-Star Rating **

[Stacye3]

I am reaching out to the Community because I provided a review of a Host stay, entitled, "The Good, The Bad & The Ugly" which gave the host a 1-Star Rating, yet AirBnB removed the review so none of the information any potential guest needs to know was posted on the Host's page.  Yet, Airbnb allowed the host to inaccurately & inappropriately post a negative review of the Renter, without having any factual/reliable proof of the Host's falsified claim.  Below is the information, containing "The Good" & "The Bad", that potential guests needs to be aware of regarding the property itself.  I am also going to post "The Ugly" Information regarding  the inaccurate, offensive & degrading statements the Host was allowed to post against the Renter.

The Good:

*The property shows very well on the web page & is very attractive & appealing. 

*The house is decorated EXACTLY as shown in the photos.

*The Host/Co-Hosts provide the majority of the amenities guests/visitors need.

*The Host/Co-Hosts are very responsive to inquiries/requests & put forth the effort to try to accommodate your group.  Our group consisted mostly of Senior Citizens, in which the majority are handicapped/disabled with health issues.  The Hosts made a effort to be more accommodating, regarding the bunk bed upstairs.  The day we checked in was a very stormy day, so the Hosts also allowed us to check in early, when the weather was expected to be clear.

* The neighbor to the left (when facing the property) was very friendly.  She held long conversations with a few of the Guest of Honor’s sisters.

The Bad:

*The Front Yard is overgrown and definitely needs a huge improvement on curb appeal (See attached Photos).

*The Front entrance is really dark at night.  The colorful lights along the walkway are cute, but this area needs to be better illuminated for easier and safer access.

*The front of this property is located right by the sewer drainage system.  Therefore, when you park directly in front of the house at night, the area where you step out of your vehicle and onto the curb, near the drains, is FULL of disgusting bugs.  So this was a huge inconvenience, especially for an elderly person stepping out of the vehicle using a cane/walker.

*There is no where to sit in the front yard nor the front porch.  Having a sitting area on both sides of the walkway and a 2-seater bench or cater-corner outdoor chair on the front porch would be nice.  The only place you can possibly sit is on the concrete top of the steps.

*Guests/Visitors have to remember to close the gate upon entering/exiting.  It would be nice if this was a gate that self-closed.

*The main level of the home DOES NOT have a water closet (toilet/sink).  Therefore ALL guests/visitors have to either go up many steps to the 2nd level to use the hallway bath, or go down many steps to the basement level of the Master Suite.  So, when your guest is staying in the Master Suite, you are not going to want your visitors going into your bedroom to use the bathroom.  Therefore, they are forced to go upstairs to the hallway bath where the other guest rooms are located.

*There was an issue with the Floor Lamp near the dining room area that kept shutting off, apparently due to a short circuit. Both Floor lamp cords were a tripping hazard.  This room should have more lighting in the ceiling and the floor lamps should be removed to free up more space.

*The router was also placed on the floor and should be installed on the wall or hidden in a closet, so this also frees up more floor space.

*There was an ice-maker in the Freezer, but it was not generating any ice.  There was no bucket in the freezer to catch the ice, so maybe this is something the hosts are aware.

*The TV in the Living Room should have the cable hidden inside the wall.

*The Art on the walls are just vinyl art that are just attached to the wall.  The photos online are VERY DECEPTIVE, particularly for the Marilyn Monroe Bubble Gum art.  It looks like it covers an entire wall because of the angle of the photo.  However, there is only enough space for 1 (maybe 2) person to stand in front & take a photo.  The are NO WALL ART MURALS on any of the walls!!!  They are just hanging Vinyl wall art!!!

*There is only 1 TV in the entire house.  There is NO TV in the Master Suite downstairs, nor in the 2 Guest Rooms Upstairs.  So we brought our own.

*There is no seating in the Queen guest room, besides the bed.

*The Back Yard is desperately in need of a huge improvement on appeal and allowance for easier and brighter access to the home!  The so-called walkway was very soggy & not fit for anyone to safely & smoothly walk. There should be a clear, easily defined and more convenient walkway from the fence to the back steps, as well as to the Master Suite.    It is not a place I would want to sit back, relax & enjoy a meal and/or a drink, nor walk through.  There should also be seating on your back porch as well (as recommended for the front porch).

**[Title updated] 

[Stacye3]

@Mark116  

Thanks for your detailed response.  As previously noted I tried calling and messaging Airbnb several times and asked the exact question you've recommended.  However, my attempts to obtain specific details in order to get a better understanding of how my review violated their policy, only resulted in general responses, like  "I apologize for what happen why review was removed.  Based on what I can see here, it was removed due to some violations according to Airbnb's Content Policy which I cannot really enumerate and divulge as some violations remained internally."  

My response was noted as follows:  "I’m very confused & don’t understand the violations…particularly as noted that “some violations remained internally."  I am an honest guest who wants to ensure that an honest review is posted, that is not in violation of your policies!  I gave specific examples & used direct quotes from the hosts/co-hosts that were noted in the chat. So, if you can provide specific details of the violations that remain internal, I’ll be more than happy to remove those from the review. As long as those issues are being addressed internally, it’s fine with me!" 

Airbnb noted the following:   "your review and experience on your stay during your reservation is valid and acceptable. However, in the eyes of the company, we wanted to make sure that the review is in line with policy...I apologize for any inconvenient this may have cause. This may not make sense to you, and how I wish I can divulge all the information on how and when we're going to remove a certain review for better understanding."

Note, I asked specifically about why my review was removed and what information I included that violated their policy, not "how and when we're going to remove a certain review."  So, help me to understand how is this process fair to a Guest.  Why is a Host allowed to post absurd negative comments about a guest, that are not supported by any factual evidence, but the Guest's negative review of the Hosts is removed?  As previously noted, this process seems to be in favor of the Hosts and the Guests have "no recourse" when trying to resolve and obtain a better understanding of the situation!

I appreciate your recommendation to "let it go and consider it a lesson learned."  Unfortunately, I am not the type of person that is going to allow ANYONE to publicly tarnish, defame and degrade my name, nor my family's name for something I (we) didn't do and have never done!  I'm not going to allow this type of unfair & impractical treatment to happen without letting it be known and obtain some type of amicable resolution for both parties involved and not just in favor of the Host!

I respect your input about the review and how other future Hosts may view this.  You mentioned my review included minor things such as the router being on the floor (along with the lamb cables being stretched across the floor).  However, anyone that has any experience in taking care of handicap, disabled, elderly Senior-Citizens knows this is a serious recommendation for Hosts to consider to be a tripping/falling hazard, when informed there will be disabled Seniors Citizens staying in your property with walkers/canes.  Plus, you don’t want the router to be in any position for anyone to mistakenly step on!

Also, let's be honest, ANY GUEST who is taking their elderly mother to a place to surprise her to meet up with her sisters for her 85th Birthday, would be DEVASTED if the 1st thing their mother sees (when she gets ready to step out of the vehicle) are bugs EVERYWHERE! Even though there was parking available directly in front of the home, I had to move the vehicle to an area away from the drain, so she wouldn’t have to step into an infested bug situation!

When my mother tells her story about her birthday weekend, that is the first thing she starts with, because that was the first thing she experienced! So, it's only right and fair for any Guests to be aware that parking near the drain may be a bit of an issue, particularly after rainy or stormy weather.  Note, I did ask the Hosts about the parking situation, prior to booking, but that was not mentioned.  That was the opportunity for the Hosts to mention that issue and recommend that we park away from the drain.  Then, I would have at least been aware & prepared to let my handicapped, disabled elderly mother off in a different area, so she wouldn’t have that horrible experience! That would have been the considerable thing to do and should be something the Hosts share with future Guests.

My review included all FACTS, that are substantiated!  Nothing I posted was based on any "Assumptions" nor “Fictitious” claims.  There are many witnesses to account for these facts!  If the Hosts didn't get "Ugly" and attempted to extort an extra $500 from us; and if Airbnb resolved this matter internally that’s suitable for both parties involved; some things noted would have been handled differently and this conversation on this forum would not exist!!!  As noticed in my profile, this was only my 2nd stay through Airbnb and my last stay has been a while ago.  Anyone can clearly see (from my last review of the previous host) that I am detailed, honest, factual & fair!

Regarding your response to “not knowing if anyone smoked marijuana”, what you're overlooking is the Hosts were specifically stating that the people who smoked are the people that stayed in the home when they stated the entire house (including upstairs where the 2 guest rooms & a bath are located & downstairs where the Master Suite is located) was filled with the smell and it was "embedded" in the linen (sheets & towels).  That is a DIRECT fabricated insult to the ONLY people who stayed in the home…who slept in/on the sheets & used the towels…were the handicapped, disabled Senior Citizens with various health issues. So, this (in fact), is an unequivocal LIE!!!

As anyone knows (who has noticed anyone who smokes), and as the Host stated in her review; ANY smoke scent does travel with the person that smokes.  So, if someone smokes before coming into the presence of a person who DOES NOT smoke and is sensitive or allergic to smoke scents, that person that DOES NOT smoke will INSTANTLY notice the smell.  I'm that person, along with the other guests and certain individuals who were there to help pack the morning we checked out! 

The person who delivered & set up the Edible Arrangement in the home was there and talked to 3 of the 5 house guests the morning we checked out! 

The person who brought the Big Buns came into the house and sat them on the dining room table was there the morning we checked out!

The friendly neighbor, who was in the presence of several house guests engaging in long conversations was there the morning we checked out! 

I'm sure SOMEONE would have also noticed the smell of marijuana!  Also, consider the fact that Checkout is in the morning at 11am!  We were there to help the disabled Seniors pack, clean up and get ready to leave on time!  So how was anyone possibly "getting high" during this time, without someone noticing it???  Any sensible & honest person reading this knows this unsupported claim is (in fact) a "fabricated" accusation!!!

Your statement that I took offense to the host asking me about the games is not an accurate statement at all.  If you read the details, which included the quotes from the chat with the Hosts, it clearly notes that I actually reached out to them about the game bag!  They did not reach out to me to ask me ANYTHING about the game bag!  So please explain how did I take offense to something I told them!!!  I wasn’t offended by this AT ALL!  I immediately notified the Hosts when I noticed what happened & one of the visitors confirmed she put it in my car because it was right by the front door, so she thought it was mine, apologized for the inconvenience & returned the item!  That was it!!! 

When the Co-Host brought to my attention that the deck of cards was missing, I told them I would check to see if anyone mistakenly took the cards!  When I discovered the deck of cards, while clearing out the Gift Box, I informed the Hosts, apologized for the inconvenience which was likely done by a young visitor, and returned the cards...so again how is that me taking offense???  The only thing I took offense and am still HIGHLY OFFENDED to is the FABRICATED claim that our group smoked marijuana in her home!!!

It's very interesting that you didn't refer to the Host contradicting herself about what she said she was going to do regarding the cards and even though the Hosts said they were only going to file the claim for violating their rule of no smoking in the house, they filed a claim that included two other things…one which was completely false because the cards were not missing…they were returned.  You didn't bring attention to the fact that in spite of what she said; when I found the cards, I returned them.  I didn't have to do that!  I didn't have to tell the Hosts I found the cards!  I didn't have to tell the Hosts I noticed the big black game bag was mistakenly packed in my vehicle by someone that was helping us pack!  That's something a dishonest person would do!  That's NOT ME!!!

Regarding the lessons learned, Yes, I did learn a few lessons as to what to ask and look for when renting a property.  There are MANY lessons for a Host & Airbnb to learn from as well.  All parties involved have something to learn!  It’s totally impractical and unfair to completely disregard, discredit and not even consider the Guest’s experience, evidence & facts!  The lessons I’ve learned, may be helpful for other Guests to know what to ask and look for, as well.  Those are things I would appreciate if another Guest noted them, during their experience! 

It was very surprising that there was no water closet on the main level.  That is something I surely didn't think to look nor ask for; but will certainly do that in the future.  I was very surprised there are homes that exists as such, especially in a prominent area!  But it is Old Town Alexandria, so I understand there may be a lot of historic things that still exists. 

Another thing I would look for are TVs in the Bedrooms.  In my experience, it is very common for most places to have this (that I have discovered), during my searches and other stays. But again, I now know to look for that in the future.  However, this was not a major issue for me and my group.  But it is worthy of noting! 

I also noticed, in my experience, Hosts don't give you the exact location of the home until it is booked. I tried asking for this during my search, prior to booking, so I can lay eyes on the property, if I'm in that particular area. 

Again, I appreciate your response and am only providing feedback because you are at least attempting to consider both sides and also really trying to provide helpful information; as opposed to some responses that are just one-sided & not deserving of my time, attention nor energy.   

Thanks again for taking the time to provide a sensible response that considers all parties involved!

[Helen744]

@Stacye3 A big black game bag?Hmmmm ? a bit more than a pack of cards I imagine ,which you here on this forum said was in your mums'gift box'.Which is it Stacye. the whole group stayed and did not vacate at the sight of the drain . First bad situation ?also the extra guests chatting etcetera would have been at least three people , helpers and neighbours but that is not allowed at Airbnbs for various reasons .for the longest times even the plumber had to check in and hosts until very recently here always wore masks and distanced from all guests . Parties are and were banned .It seems that all is not clear here . H

[Helen744]

Oh and Stacye a review can be asked to be removed by the host if part of it is simply an attack on the host and 'he said ,she said ' is not relevant ever unless it is written in your communications on the platform with the host.Maybe you were disappointed that ' mum ' did not enjoy the surprise that you planned but surely there were pictures. If your mum is 85 a house with stairs was always going to be a problem .H

[Rmd1]

Apparently, AirBnB seems to be protecting their business model, so they are not going to post anything that might negatively affect their bottom line.  Meaning if a consumer gets falsely accused & is part of some fake shake down, so be it!!!

The elderly occupants & locally health care companions can vouch the Hosts claims regarding smoking in the home & leaving a “melted” toilet seat were all lies!!!

The Guest review is factual & valid!  I know because I helped with checking in & checking out & made sure my elderly Aunts had everything they needed in celebration of the Eldest of twelve 85th Birthday weekend!

Note, unlike the Host stated, wrongfully accusing the Guest in her review, there was NO PARTY in the house!  We toured DC, and celebrated with dinner at the Waterfront & etc.  We only rented the house for the Elderly Sisters to have a place to stay together, in an area close to where our events (outside of the home) were taking place!

As the Guest noted, the Seniors were the ONLY Guests who occupied the home!  So to directly, falsely accuse them of being the ones to smoke marijuana in the home, since the Hosts falsely claimed the smell was “embedded in the linen”, is VERY UPSETTING!!!

I too am someone who has a Secret Clearance & DOES NOT smoke nor NEVER HAVE SMOKED anything in my life!  So, I too have a keen sense for any smoke smell, particularly cannabis!  Furthermore, I am a survivor of a serious life-threatening illness that comprises my health!  So I too CANNOT be in the presence of ANY atmosphere or environment where ANY type of smoking exists!  I WILL NEVER put myself in ANY compromising situation that would affect my life, yet alone my career!

I celebrated with my elderly Aunts the entire weekend & was shockingly surprised & very furious the Hosts would fabricate such a ridiculous, fictitious claims!

For those Hosts who are in the community that want to devalue this post,  I just want to laugh.  Unfortunately it’s really no laughing matter AT ALL, when you know the accusations are utter lies!  As a matter of fact, this is out right demeaning, degrading & highly offensive!!!

The Guest review is just as important as the Host review!  So for Airbnb to allow the Host to post such a falsified review (without requiring any valid proof to support the claim), but removed the Guest review that provided several references that conflict what the Hosts communicated in the chat & has several professional witnesses, in addition to the neighbor & other witnesses that can vouch the Host undeniably submitted a false claim, regarding the smell of marijuana, is COMPLETELY BIAS!!!

Having knowledge of this particular incident first hand, it’s hard for me not to get angry about the whole situation!!!  My only conclusion as to why the Hosts would do this is that they are opportunist!!!

As it relates to Airbnb removing reviews, it’s all about not hurting their business model!  It’s very clear to me!  As far as having ANY evidence to support their case, the Hosts have none…they are fictitious, fabricated LIES!!!

Every handicapped, disabled elder occupant had an Assistant/Caregiver that stayed close by that can also vouch these claims are falsified & are willing to sign an affidavit stating the Hosts information was not TRUE!  Every one of the occupants are willing to do the same!!!

It’s ashamed AirBnB will allow one side & not the other.  It appears they favor posting one-sided reviews advantageous only to the Hosts!!!  Again this is ALL ABOUT protecting their bottom line.  Consumers BE AWARE!!!

[Kia272]

**[Inappropriate content removed in line with the Community Center Guidelines]

[Anonymous]

@Stacye3   Your review response asserts many times that it's absurd to accuse "senior citizens" of smoking weed. But everyone who went to Woodstock is a Senior Citizen now...

I don't really see a point in trying to re-litigate your dispute with this host on a message board. You might consider having your public response removed, as the rambling angry tirade will scare off future hosts more than the review itself. But the only real consequence here for you is that you might not be able to rent an Airbnb anymore...and based on your commentary, it sounds like you'd be happier in other types of accommodation anyway.

[Branka-and-Silvia0]

everyone who went to Woodstock is a Senior Citizen now

LOL @Anonymous  I love your comments 😄 😄

The only difference is - back then they were smoking for fun and now they are smoking for medical reasons 😉

[Anonymous]

@Branka-and-Silvia0   Fun is the best medicine of all!