Guest Violated House Rules & Leave a Negative Review

[Camilo216]

Hi all, I would appreciate your advice on an unpleasant experience with one of my guests.
My guest and his family did an instant booking, 10 hours before the check-in time (3:00 PM), and texted me if they can do the check-in at 11:00 AM because he was checking out from another Airbnb. I complied with his request, but I didn't know that he and his family were staying in the complex next to mine. They came, they did the registration of 10 guests, including adults and children. Everything was going well.
Later on, I got a call from the administration office of the condominium, telling that my guests were violating the rules of the complex, 14 people were at the apartment. I called the guest, but he didn't answer the call, so I immediately called Airbnb.

I explained the situation to Airbnb, and I mentioned that my guests were violating the complex rules and I have to pay a fine. Later, the guest contacted me, explaining his situation, in a tone indicating that it was my fault because the listing didn't say in writing 10 people. I mentioned that when you book in Airbnb, you have to specify how many adults, children, and infants are staying... Also, I have to pay a fine to the condo, then he hangs up. From that moment, I decided not to speak to the guest and manage all the communication through Airbnb. (In my listing under the Rules: I have a clause of a US$200 fee for breaking the rule).

To help my guests, I lowered the fee to CAD$100, and I allowed them to stay (after 15 hours of negotiation). I mentioned to Airbnb as well that after I got voice messages from my guests with insults.

The next day, the guests did the check-out (2-night stay), and the administrator of the condominium ask them if they found everything okay. His reply was: The apartment was comfortable, clean, but I'm not happy that I have to pay CAD$100. I found out later that Airbnb covers CAD$50.

An hour later, after the guests check-out got their review. Everything negative (1 Star). The cleanliness, the check-in, the communication, the location, etc. I don’t think it’s fair, I’m asking Airbnb to remove the review, in his review he is calling me a despot or tyrant person, which I found insulting.

Your suggestions would be much appreciated.

[Emiel1]

@Camilo216 

Your listing states it is for max. 10 guests.

In the booking form also max. 10 persons can be selected.

Your houserules mention the fine if not registred guests are in the accommodation.

So this guest did not read and understand the listing, was corrected, and now you received a revenge review. It is a common problem in the review system. If Airbnb will not remove the review, at least leave a proper comment on the review.

[Camilo216]

Thanks, I did leave a review, but I don't think it's fair. Airbnb is saying that: After an examination of the review, we have determined the content does not violate the guidelines.

Here is my review to my guests: With Emmanuel and his family we had a problem, when they made the reservation, they provided the data of 10 people in total, however at the time of Check-in 14 people entered, which is a violation of the rules of the condominium and my apartment, since it is for a maximum of 10 people. At that time, immediately contact Airbnb, as you were violating the condominium rules and would be exposed to financial and administrative penalties. Airbnb helped mediate to find a solution. During the mediation, I offered them different options so that they could continue staying with us, since I understood their situation that they were going through and at the same time respond for the economic and administrative sanctions that the condominium imposed on me. Emmanuel did not agree with the amount of the sanction, which sent me quite aggressive and threatening voice messages, which I shared with Airbnb. Airbnb supported Emmanuel, covering 50% of the penalty. We are sorry for the inconvenience, and we did not have a chance to mediate with him directly due to his temperament. Regarding the care of the apartment, it was fine and the check-out was done properly.

[Camilo216]

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[Mark116]

@Camilo216  I think that review is too long.  I would cut it down to where you are just saying that despite the fact that the guest arrived with 4 extra people, causing problems for you with the HOA, you still tried to work out a fair solution, but the guest became aggressive and combative and you cannot therefore recommend him to any other hosts.

You might try getting his review removed on the basis of him claiming there is a camera INSIDE the unit, which I am guessing is false.  

[Camilo216]

Thanks Mark, I'm not sure if I can edit the review. You know how it works, in order to see the guest review you have to write a review.

Also, yes his claims are not true. They are cameras inside the complex, at the swimming pool, and in some areas in the building. But, Airbnb hasn't reply asking for anything. I submitted the claim for removing the review, and the response was: After an examination of the review, we have determined the content does not violate the guidelines.

This is not fair...