If you find yourself in a situation where your guest won't follow any rules, put your house in danger, make a mess with your neighbor and react to your polite requests with arrogance and offensive manner what is your first step as a superhost after 6 years working hard? It is to notify Airbnb for the first time in your six years experience and ask for a help. Right?
That's what we did and asked for help. We had to make our most difficult decision for our safety to ask a guest with her partner to check out two nights earlier since she didn't follow most of our house rules and couldn't get a simple thing about the electricity rule. We had to reset circuit breaker 3-4 times during her stay and it was going to explode after all. We asked her politely every time, sent her pictures and instructions several times but she was just disrespectful, discourteous and humiliated us and our house.
We have put our best effort on our property and every single thing is even above the standards, beautiful and cozy with a very special taste that she loved everything at first, But when you feel uncomfortable and unsafe letting a guest stay at your home, they’re starting to cause a scene.
Airbnb helped her to get another place and she got to leave but she had a right to write a very biased, untrue and irrelevant review.
The nightmare is just started here since the judgment of one of the Airbnb ambassadors was really surprising and unbelievable!
I need to ask you the same question: How do you judge this review: "Awful. This woman is awful. I can’t even be bothered writing anything else but that about her."
Is it like expressing an opinion? Is it relevant? Does it seem her honest and impartial review? Who can say it's fair and true and not hatred after being told she would be asked to leave?
Airbnb ambassador (who didn't even show any sympathetic and understanding) wasn't convinced to remove this review and made us disappointed and unmotivated. We were told that, it didn't violate Airbnb's policies and they are unable to remove the review.
What would we get from this reaction? We felt that Airbnb's sending this message that you shouldn't have asked her out and you must always be nice even with a nightmare guest at your own risk. We got this feeling that they could remove that kind of review if only we moved over the situation and didn't involved Airbnb.
We have every kind of documents, facts, messages, pictures that this guest made a mess from the second she stepped in the house until check out and put us in a really dangerous situation, but it seems no one wants these facts, doesn't care about our history or our stars, rating and efforts which was ruined after this simple sentences as a review.
What would we do now? Should we close our listing with the only one star and untrue review after six years trying to be the best in the area? Are we going to trust Airbnb's judgment next time or we should trust our feeling about how they would think of their business, not hosts?