Extra charges for poorly behaved guests vs bad review consequences

[Sandra7192]

Hi everyone,

My boyfriend and I are new hosts in Airbnb and based in Oslo Norway.

We are looking for advice

from you more experienced host on a extra charges and as a consequence a bad review.

Background:

We recently had two guests who did not follow the rules, damaged a table ( generating a bad review from the next guests) left the apartment in terrible

conditions, showing close to cero respect for the property.

We sent an extra cleaning fee to the first and this guest gave us a terrible review bringing our rating from a clean 5 to a 4.6 with one review. 

We are now afraid to give bad guests a bad review or an extra charges because we are fearful of more bad reviews. 

Any advice on how to handle these cases?

[Joan2709]

@Sandra7192 

Handling these scenarios is all about timing of your Air Cover claim and review.

3 important dates to remember:

- 14 days to file the Aircover claim 

- 14 days to write/submit a review (Host & Guest)

- 30 days to submit any addl proof if asked (video/photos/receipts)

Timing of Aircover Claim & Review

I suggest Hosts not let on to a guest they will be filing an Aircover claim until the guest writes their review, or the 14day window is about to close. I suggest to my Host clients they wait for the guest involved to post their review first. Gather all your proof (video/photos/receipts/Police Report, etc.). Do not leave your Host review and file your claim until the guest posts their review. If the guest doesn't post a review, wait unit just before the 14day cutoff and post your honest review and file your claim. Give yourself enough time to enter the information on Airbnb just before the cutoff. If Airbnb asks for more information, you have 30days to provide it, so don't miss that deadline either.

If the guest writes their review, then no need to wait until the 14-day deadline. Post your honest review, file the Airbnb claim and some Hosts also message the guest that damages were discovered after their stay and can they shed some light on that? Guests cannot change their review once it is posted...they only thing they can do is ask Airbnb to remove their review. This usually prevents "revenge" reviews from guests. 

You can try and get Airbnb to remove the review as retaliatory, but lately we have heard from Hosts that even if it clearly is a revenge review for a damage claim, Airbnb is not removing the review. Hopefully you have proof on the platform messages to the guest and proof of the damages.

Airbnb Reviews Policy

https://www.airbnb.com/help/article/2673

Maybe one of the moderators can move this post to Host Circle? It would probably get more views that way? Just a thought..

@Quincy, 

@Bhumika, 

@Emilie, 

@Rebecca,

@Elisa,

@Alex 

[Rebecca]

Hello @Joan2709 & @Sandra7192 👋

I just wanted to let you know I've moved this post to the 'Support with Bookings' section instead. Hopefully it'll get some more visibility and some more experienced hosts will pop by soon!

Welcome to the Community Center and to Airbnb btw @Sandra7192 - are you finding your way around okay? 

Looking forward to hearing from you! 😊