I need some help here from the Community. I am a super host. I have 630 reviews. With a 4.9 average. We have all had our share of crazy guests that use the Airbnb system to their advantage. But it seems like guests have figured out the trick and are using it more often.
We had a guest check out of our cabin that broke several of our house rules.
1. He smoked inside the cabin.
2. He brought and unauthorized dog.
3. He broke one of our windows.
I placed the claim with Airbnb and we won on all of three of the issues.
The guest calls me and tells me that If I don't remove the request for damages he's going to write a review "so scathing no one will ever rent our cabin again." (uh isn't that extortion??)
Airbnb requires we file the claim prior to the next guest checking in. We are booked solid (we have really nice ski cabins). So our requests for damages have to be same day. As soon as the guest finds out we are seeking damages they pull the were going to write a bad review card.
Now here's where I get irritated. Airbnb has a major flaw in their review process. Guests are allowed to damage our cabin, attempt to extort money from us with threat of bad review. Airbnb finds in our favor for all accounts but allows the guest to leave the horrible obviously untrue review. How can this be? How can Airbnb allow this to happen?
I have reviewed Airbnb's content policy and it seems as though a fabricated story that we as guests can prove should be enough to get the review removed. And certainly extortion should be enough to get the review removed? shouldn't it??
Overall I'm happy. We are making excellent money with Airbnb but they really need to protect the hosts here better.