CS sees violation in review but claims that review has to stay up

[Michael915]

Hello community,

I just got a review today and went to CS to dispute it.

CS acknowledged that there is a violation of the AIRBNB guidelines, but its not enough, even though she stated that most what she writes is about the one violation. Yet the review, by the guidelines, can not be taken down.

Later on she elaborated that they have a "point system" for violations and this review, even though having a violation, doesnt violate enough to be taken down...

I mean WTF, what does it need nowadays to be removed.

Asked for escalation and so she said she will send it to her superior but superior wont be in for a while.

I should go, right  ? Close shop and leave AIRBNB

[Sarah977]

@Michael915  It isn't that we didn't "get" your question, it's that it's a question no one here can answer- there's no magic number of irrelevancies or violations that is written somewhere that Airbnb follows. It's up to the CS rep you happen to be dealing with as to their interpretation of the review. I've read of reviews being removed by one rep, then reinstated by another, then removed again.

And as Helen mentioned, the reviews you have left for other hosts are rather interesting considering your post here. I wouldn't want to rent to someone who left those type of reviews- half of what you wrote is irrelevant to reviewing the listings and hosts and you don't seem to have read the listing info for what you booked. Why did you write complaints about no outside lock on the bedroom door in the home share you rented? You have to trust them? Of course you do in a home share. And do you really think a home share host wouldn't have a key of their own to a bedroom door? That would be a safety and fire hazard. A host will always have keys to any lock in their home. 

Yeah, I know, this isn't what you were asking about, but you want to have a review removed, when in fact the reviews you left for 2 of your past hosts were probably ones they would have liked to have removed as well.

[Michael915]

Well, if noone can contribute to my question, why answering with another topic? I accept if noone answers because its seems to be the first ever that this has happened.

Now I am being lectured of what I have to write or what kind of reviews I have to give....in case of the missing lock, this was a place where multiple rooms were rented out to multiple people. I would have wanted to lock my room in my absence. Of course I accept that the host has a key and I of course have to trust the host, but do I have to trust all the other people that were at the same time there? I doubt that.

Any other problem you want to discuss publicly in a thread that has nothing to do with what you are writing?

[Michael915]

@Sarah977and the fact that the review is still there, someone must have found it relevant to know / state that the room cant be closed and all the other issues  - I provide my guests eith house and room keys, even though they are renting the entire villa for themselves. SMH

[Kate867]

@Michael915  To be honest, I struggle to see where your guests review violation has occurred and where your objection is as you have not clearly explained it?  Your guest has given their opinion as have you in your much more lengthy response to them.  Airbnb expect people to be honest in their reviews and are not arbitrators in who is lying and who is not.  I was not, and am still not, aware of any points system?  It could well be that the customer service person you were speaking to was not well trained, came up with an excuse and passed your complaint further up the line and yet it was still declined.  I agree that some negative reviews may well be ‘borderline violations’ but you have many good reviews as well which should show potential guests that despite that one bad review yours is still a nice place to stay.  You have had a lot of good advice on dealing with bad reviews, answering them and yet have still taken your property off Airbnb.  I can only see one loser here.

[Michael915]

@Kate867on the contrary, I am the winner by not having to deal with a company anylonger ( except some upcoming bookings) that is unfairly favouring the guest side, isnt that a fact? Just read across most of the topics here and most of the hosts will confirm that in one way or the other.

Its not that you need to see the wrong and false statements,  CS saw it already but still does not act.

Thats the situation I am dealing with....and thats all I like to discuss, maybe with someone who had the same situation. I know what she wrote and its just a false description or you can also can call it a lie. I you struggle to see where the violation has occured, I accept that as you dont know the circumstances etc.

I think I have made it clear in my response but again, thats not the point I like to discuss. And i am getting tired of explaining it over and over again...Can we leave it at that now? Wait for someone who can contribute to  the screenshot I have added....? Thank you

[Kate867]

@Michael915  All I can say, is we tried!  There is no real answer to your question, only answers really to help you in a way forward.  I wish you luck and success in your new advertising on different platforms, but sadly I suspect you will struggle with the same issues there.