Get the feeling airbnb doesn’t support their hosts!

[Sedric2]

I have had pretty bad experiences with Airbnb customer service lately. I’ve been a host for about three years and have always had pretty great reviews. I recently had a guest leave a very bad review which I had asked airbnb to remove as it was full of lies and misleading statements. The guest was upset that I wouldn’t provide him transportation of bottled water as is stated in the listing. The guest became argumentative and the remainder of his stay he remained contentious until the very end. When I asked airbnb to remove the review they as first did but a few weeks later they put it back on there. I fought with airbnb about it but they have refused to remove it. Although I pointed out the guest had similar issues in other properties he had stayed at. Feeling as if lately airbnb doesn’t appreciate their hosts who are the foundation of yheir business?!?!

[Brian2036]

You’re right.

They don’t, and they won’t until we insist on it.

Airbnb supports the Airbnb bottom line, which is currently dripping red ink. When that changes, which I hope will be soon, maybe they will be more responsive.

[M199]

@Sedric2 

I'm unsure of your comment about "transportation of bottled water as is stated in the listing".  Do you not supply water and it is listed as such in your listing or does your listing say you provide water, but weren't able to deliver?

[Sedric2]

*It’s states in the listing that we don’t provide bottled water or transportation. 

[Sedric2]

Or the transportation of bottled water  for that matter. 

[M199]

@Sedric2 

Thank you for clarifying.  If it's not an amenity and not included and specifically noted in your listing, IMO, I would argue the issue with Airbnb and at minimum have them remove the non relevant water issue.  I, personally would then post a public  review stating that the guest posted a retaliatory unfounded review.  That is oblique enough to give hosts an idea that there may be concerns hosting this guest and raise red flags.  Eventually the bad review on your account will disappear or be discredited emotionally by future guests, assuming you maintain  a high guest rating.  JMO

[Sedric2]

The listing was taken down during the pandemic and was newer. I had decided to rent the room out privately during that time. This guest was the first person to book the room after it was relisted. So there aren’t many reviews to counter his negative review and it dropped the rating considerably. My point though is that airbnb doesn’t seem to concerned about their relationships with their hosts. I under they want to be able to weed out the bad hosts but when you’ve had a pretty great history with your guests and one guests comes along and tells lies about you. Lies that can be proven. Airbnb is nowhere to back you up. I know about six other hosts personally as friends and they have told me similar stories where airbnb hasn’t been for them. It seems Airbnb has a history of this behavior as there are many postings on the web with many hosts complaining about such behavior. We as hosts are the foundation of Airbnbs business. Without our willingness to open our homes Airbnbs business model falls apart and airbnb should recognize that. 

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[Helen3]

Can I ask why you accepted this guest when you say you knew the guest has similar problems (I presume through reviews) at other places he stayed at? @Sedric2 

[Sedric2]

I have automatic booking on my listing. Also The previous host said that he had taken a few bottles of water without permission but didn’t go into a bunch of detail about it. So I assumed it was a minor issue. His response was a bit of a redflag though he said “oh excuse me, $4 dollars worth of water, I thought they were for the guests.” No real apology on his part. I’ve had issues before with guest and you just try to take things in stride and smooth things over as best as possible. I later found out the guy is a government conspiracy theorist and believes he being sought after by the government. If I had known then what I know now I would have canceled his reservation. This airbnb isn’t just a place for temporary lodging but it’s also my home so I have to cohabitate with these people.99% of guests have been great but every once in a while you get a bad apple. 

[Sedric2]

Most of these issues didn’t arise until the end of his stay when we got tired of him bumming rides to the store and drinking up all of the bottled water. He was just a very neurotic individual. But to my point when it came down to the review and his misrepresentation of the events Airbnb refused to listen to my side of the story and help me take action in removing his long diatribe of a complaint. His review is the first people see. I was able to respond to it but most people probably won’t scroll down long enough to pass his complaint to see it. 

[Branka-and-Silvia0]

@Sedric2  bad guests and retaliation reviews are common on Airbnb. The question is not IF the host will get one but WHEN will it be. It happened to us a few weeks ago as well. The second time in 4 years of hosting, but it seems it happens more often lately. Guests know they can do whatever they want and ruin some host's business and the only source of income just because they want to.

If you don't have a lot of reviews under this listing I would advise you to delete it and make a new one. The review will stay under your profile and will still affect your rating, but guests don't investigate so deep, the most important is it does not show under your new listing.

[Sedric2]

Here’s yet another issue where airbnb hasn’t supported me as a host. I was off property yesterday when a guest checked. My sister was here and when the guest checked in he saw that we had a dog. It states clearly in our listings that there is a medium sized dog on property and there is even a picture of the dog in the listing photos. Immediately the guest starts calling, telling me how uncomfortable he is with the dog. I told him the dog has never harmed anybody, and is very friendly and love able. We hang up and I get an approval request that he wants to shorten his stay. So I accepted it. Then he calls me and tells me that he wants to leave and that the dog is outside the bedroom door and wants me to have it removed. Then he tells me he had a bad experience as a child where he was attacked by a dog. I asked him why he would make a reservation in a property where it clearly states there is a dog on property. He tells me that thats not in the listing. I i formed him that not only is it listed but that there’s a photo of the dog in the listing. So I call my sister and she tells me the dog has been in her room the entire time. Then I get a notice that he canceled his reservation. I soon get an email from Airbnb safety team stated there was a dangerous animal reported on property and want me to wait until the following evening to for their team to call me in regards to this and if I have a question to respond to them by email. And they didn’t provide a phone to get in contact with the “safety ambassador”. Meanwhile they have suspended my listings. The guest claimed the dog chased him up stairs which never happened. This dog gets better reviews than I do. And people have raved at what a loveable and well behaved dog he is. In the meantime Im waiting around all day for airbnb to call me so I can respond to the incident.  I called Airbnb to see if they can do anything but they told me only a safety ambassador can resolve it. I asked if they can transfer to this person, they tell me they cannot and I just have to wait. I have sent her three emails since last night and still no response. Ridiculously poor customer service yet again. 

[Stacy304]

Airbnb deposit and guarantee is a joke. I submitted receipts and the renter admitted their wrong doing in our conversations but Airbnb won’t refund me!!!