Tired of getting jerked around by Support?

[John6556]

Calling all hosts,  reply with your stories about guest violations and retaliatory responses that are being ignored.  Let's see how many there are for everyone to see.  The CEO's new policy is worthless.  Here is what I received as a response from a senior support ambassador:

"Violating House Rules by a Guest does not block a review. Of course, both parties are going to have opinions on the stay and that is a part of the experience."

The truth be told, support does not care about damage to hosts reputation and property.  It's obvious.

Don't be shy, reply with your short story.  Let's let it be known for everyone to see.

[Pavel59]

We are a 5 star, 244 review property in Wash, DC.

We had a family stay with us few weeks ago who raved about her experience in messages to us. 4 days later, I see my rating drop by a few tenths. I investigate only to find out that she left us a 1 star review. All categories of 5’a and 4’s but overall a 1. When I went to ask her why, she told me that a few days after she left she had to take her mother to the emergency room for a foot issue. She said she thinks she may have injured it trying to get out of bed at our place. and because dealing with her mom’s foot annoyed her so much, she said she just couldn’t leave a good rating. 🤷🏻‍♂️

Pointing this out to customer service made no difference. They said they couldn’t do anything and that I shouldn’t worry, I still have a 4.93 rating… 🤦‍♂️ 

[Fernando1561]

I got a bad review in retaliation for an aircover claim(missing towels), guest said during the  stay  "Everything is great" but review said " house was dirty' so it's clearly guest is lying and  is  leaving a dishonest review in revenge BUT AIRBNB SAID "REVIEW CAN BE ELIMINATED"

[John6556]

@Fernando1561  Can or can't?  On one hand we are lead to believe it can which in it case was removed, at first. Then the on the other hand it can't be removed as everyone is entitled to their opinion.  And so in my case, the bad review was reinstated.  Seems the left hand doesn't know what the right hand is doing in Airbnb.  Did you mean can or can't be eliminated? I keep hearing the word can't these days

[Bhumika]

Hello @John6556 @Fernando1561 @Pavel59 

I have already taken a note of these queries. As I replied to you and mentioned in some previous threads, we are looking into ways to give a clearer view into retaliatory reviews to curb any information gaps. Please bear with us for some time, will come back to your query.

Thanks,

Bhumika

Click start a conversation to ask the Airbnb Community! 

[Fernando1561]

Whenever you want, it's always the same in  USA, the guests are very crazy, they don't take care of the place where they stay and if you made an aircoverclaim , they will ALWAYS leave you a bad review in retaliation, AIrbnb Agentes know that but they said can't do nothing about it

[Gisele158]

Please add me to the list of people who are requesting escalation and resolution after going in circles trying to resolve a retaliatory review.

I was so disgusted by the Airbnb response that I stopped fighting after 20+ hours of discussion and almost quit the platform entirely. 

[Branka-and-Silvia0]

We got a few 1* retaliatory reviews as well

1) guests bought late bus tickets and arrived at midnight - way past our check-in time when there was nobody to check them in and they knew that in advance ( I was out of town, and my cohost was working the night shift). They had to stay in a hostel and check in tomorrow. They asked for money back and were denied by me and by Airbnb. They punished us with a 1* rating and a bad review for their own bad planning.

2) Guests came for 3 nights. The next day their plan changed and they wanted me to shorten their stay and refund them 2 nights. I said no. They checked out and retaliated with 1*

3) Guests came and stayed the whole reservation. 3 days after check-out they claimed bed bugs for a refund. Exterminator said no bugs. I said no. Airbnb said no. They retaliated with 1* and a killing review.

---------

There was no dispute about breaking house rules and no damage claims so new Airbnb rules don't help. I am not able to remove those three retaliation reviews.

[John6556]

**[Inappropriate content removed in line with the Community Center Guidelines]

Yes, as I'm told by CS,  the Escalation Team and the illustrious leaders regarding retaliatory defamatory reviews, everyone is entitled to their opinion. 

And so am I and the rest of us here.