Reviews

[Jay1615]

I am a super-host with around 140 reviews. All of them are 4.9 or 5. I had a guest that didn’t know his Netflix password or login and wanted me to help. I told him there was nothing I could do. In turn he wrote a review that stated I would not help him and insinuated it was because he drove a truck… He gave me 2 stars on everything, do I have any recourse in this situation?

[Sarah977]

@Jay1615  What a jerk. What did he expect you to do, psychically grok his password? 

You could attempt to get it removed based on irrelevancy- neither forgetting his own Netflix password nor driving a truck have anything to do with a review of the listing.

[Jay1615]

I’m not sure it’s worth the hassle. I’ve never dealt directly with Airbnb but from what I’ve read they aren’t the easiest to work with. I figure anyone looking at my reviews can tell this jerk had some serious issues.  I always said they day I have a **bleep** stay will be my last day as a host. Since I have bookings the next couple months I’ll honor those but not sure what I’ll do after that. 

[Sarah977]

@Jay1615  I agree it's not worth the hassle of trying to convince some clueless CS rep that the review is irrelevant.

Really, you'd quit just because of one bad guest? There wouldn't be any hotels or restaurants in existence if they closed up shop just because they got some jerky customer. 

[Jennifer1773]

@Jay1615 Although your guest comes off as completely nuts, I do think it might be worth it to contact Airbnb about removing the review as "irrelevant." Could be good experience to check out the process in case you need it for something more serious later. Make sure to cite the exact words in their policy--you will likely have to educate the CS rep you are communicating with--and how that relates to this review. Here is a link to the policy: https://www.airbnb.com/help/article/2673/airbnbs-review-policy Check out the "Relevant Reviews" section where you will find a couple of things you could argue about this particular review. There is also a "contact us" link on the page where you can begin the process of getting the review removed. This is not a quick process in my limited experience, but if you start it when you have a bit of time and some other work to do on your computer it might not be too painful... I have only had to contact them a few times, but was satisfied in the end each time. I hope you'll keep hosting--your other guests love you and your listing!