Need Help, Bad First Experience and Bad Review

[Vina358]

Hi Everyone,
I need help addressing a guest review issue. Thank you for taking the time to read this. Please advise if I am taking the right steps, or if there is something else I should know about this bad guest experience. I have to submit a review by tomorrow:

Our first guest on July 4th weekend was a nightmare, and a fast-track learning experience for us. She booked our four bedroom house for two guests (red flag, now we know); then asked if she could have a “tiny family gathering with her parents, grandparents, and 2 sisters” on July 4th. Not realizing this was a lie, we thought it would be ok (won’t do that again). Her guests lit fireworks in our backyard and in the street. When our neighbors asked them to stop because of fire hazards in Northern California, her guest threatened them and threw fireworks in their backyard.

After all this drama, we researched the guest online and discovered she was a porn actress, and was written about in LA Times for a murder (Lesson: we research all our guests ahead of time now). If anyone wants her name to keep her on your “BLACK LIST” (is there such a thing here? If not, we should create one!), let me know and I’ll give it to you.

After my neighbors contacted me with issues the next day, I immediately contacted Airbnb and asked the guest to leave one night early. Airbnb investigated the issue emailed us: “Again, thank you for the time you took to report this incident. We’ve taken appropriate action based on your report, and it wouldn’t have happened without you.”

HOWEVER - the guest was able to leave me a review, which I know can’t be a good one. I have put off reviewing her until the deadline tomorrow, and in the meantime, asked Airbnb to remove her review given the circumstances. Their response was: “In regard to the review left by the guest that you wanted to dispute, I have forwarded your case to our dedicated team for further assistance. They will be in touch with you shortly.” I have yet to hear from them after multiple emails to them.

I plan to post a negative review on her as follows: "Cannot recommend. This guest brought in unregistered overnight guests on July 4th. They lit illegal fireworks in my backyard, and on the street, and when my neighbors asked them to stop, they threatened them and threw fire crackers into their backyard. I had to file a police report and ask her to leave one day early. Her unregistered guests also stayed overnight in all 4 bedrooms, when only 2 people were paid for. I found cigarette burns on my outdoor furniture, and the entire house smelled of marijuana. I would not rent to her again.”

Is there anything I should know about this issue? Any suggestions and input is greatly welcomed.

Vina

[Mike-And-Jane0]

@Vina358 if your guest had a party and you reported it to airbnb they MAY allow the review to be deleted per their party review policy.

[Vina358]

Thank you, Mike-And-Jane, I did submit an extensive report. Waiting to see what is next. In the meantime, I did submit my review, and read hers. She mostly complained that I didn't give her much privacy and was constantly checking on her.  

[Lisa723]

@Vina358  So sorry this happened to you. I think your review is fine and you handled it well after the stay went south. 

[Vina358]

Thank you, Lisa. I appreciate the support and a place to be able to sort this out. 

[M199]

@Vina358 

Don't forget to flag/report and check the "would not host again" box on your review for this guest.

[Vina358]

Thanks M, I submitted my review today and was sure to do that. 

[Jillian115]

@Vina358 Wow what a horrible first experience. I am so sorry that happened. I think your review is good, but be sure to follow up with Airbnb. If you haven't already send documentation, police report, pictures etc. Airbnb does claim that they will remove revenge reviews so fingers crossed. If she gives you a bad review this could make it difficult to get future bookings since you only have one other review. It takes 365 days for a review to drop off. Best of luck. 

[Vina358]

Hi Jillian, yes, it was pretty stressful for a first guest experience. Good to know there is an end date to bad reviews! Our second experience was so perfect, and we are booked out into September with guests that I feel pretty comfortable with. I had my concerns about the first one, should have listened to them. Don't really know what to look for when first starting out. Now I listen to my gut. 

[Linda108]

I agree with the other hosts that your review is fine.  Should the guest review get posted even temporarily, you can respond with a shorten version of your review.  Remember  your response is being looked at by potential guests, so being extremely neutral and professional is best.  You just got a whole lot of lessons learned in one experience, so perhaps it will be smooth sailing from now on...fingers crossed!

[Vina358]

Thank you for your advice on being extremely neutral and professional, Linda. I did try!

[Mike-And-Jane0]

@Vina358 Have you asked Airbnb to remove her review under their party review policy? If so please let us know how you get on.

[Vina358]

I have not... I will look into that. Thank you, Mike-And-Jane. Will do that now. 

[Fred13]

Good review, though remember you also get a chance at a Public Respond (additional to a review).

Airbnb 'respects' all people's opinion; unfortunately, that includes the hustlers, liars, lowlifes and losers among us. 

[Anthony1207]

Hi, so sorry to hear about your experience, I am a firm believer that if you have had a bad experience with guests, say it. One bad review from a guest that has behaved in such a disgusting manner in your home is just that , a bad review , anybody that does not book because of the previous guests review is probably a good thing as these are the guests you don’t want. Airbnb encourage hosts to review and ask you to be honest as they also ask guests to review their stay and experience. I have had nice guests who were incredibly dirty and I scored them low. I probably won’t get another booking from them which is absolutely fine with me. Renting a house or property for a day or a month does not give anyone the right to blatantly disregard and disrespect the rules the property and neighbours. You also should think of others who may be approached by this person for accommodation. Isn’t that what the community promotes?