protection from retaliatory reviews

[Giorgio367]

I learned It is up to airbnb to decide if a review is offensive or irrelevant, but As a Super Host I believe we deserve AIrbnb trust. We received a retaliatory review, this person tried to book outside airbnb , we sent the whatsapp messages to Airbnb support, the guest asked repeteadly for discounts.

before the end of her one month stay, this woman booked again for 2 more weeks under her boyfriend name, then a few days ago, she texted me she wanted to extend for the all winter , until then she was peaceful and apparently calm, even she apologized that she had not written the feedback yet , when she heard that the apartment had been booked by someone else, she became sour and after a few hours posted a terrible offensive and false review. How can I tolerate to be decribed as " Giorgio is only interested in making money" is it not offensive by airbnb standards??// without any evidence ???

how can I tolerate that she describes the apartment "dirty flat", not having Heating??? this is absolutely fake and bad information for the airbnb community, scroll the 21 reviews we have on that property, they say the exact opposite!!!

It is so frustrating that I have to tolerate all this joke and at this time she is still staying at our apartment with her boyfriend , ready to leave a second terrible review. How can Airbnb leave this kind of weapon to a guest, how they are allowed to lie blatantly and cause image and economic damage to the Host (super host) community?? Airbnb can read trough the messages archive, there is not a single complaint made by this guest, she decribes the apartment as "Bellissimo", When they re-booked under her boyfriend name he said to me "we are very happy to be your guests again"

How are people allowed to destroy someone else reputation like this?

with a second bad review I will not be able to maintain super host status and will take years to regain it, for what? to be at risk of being retaliated by another psyco guest whom was denied a late checkout??

We are evaluating the situation to be liable of a legal action for defamation and damages

Airbnb can and should take steps to at least hear from the guest what we did wrong, asking evidence. I have lost precious time and I am in a bad mood since the review have been published, now these people are still inside my house and I don't feel comfortable at all with this, they can have caused damages and then they will say that we are asking compensation because of the bad feedback, what a situation.

this policy does not work , in the airbnb community pages you will find hundreds of comments of unhappy hosts , we have no protection against retaliation, I have had the full experience of this now.

very dissatisfied

[Colleen253]

@Giorgio367 You may be able to get the review removed for irrelevancy based on the statement about you only being interested in making money.  From the reviews policy: ...."To keep reviews relevant, we recommend avoiding the following....assumptions about a person’s character or personality..."

https://www.airbnb.ca/help/article/2673/airbnbs-review-policy

You may need to be persistent and keep trying with various reps, if you don't get anywhere at first. I should add, speak with Airbnb over chat, so you can link to the relevant policy and highlight the parts that apply, as many CS reps do not know Airbnb policy, astounding as that is.

Re "this person tried to book outside airbnb , we sent the whatsapp messages to Airbnb support, the guest asked repeteadly for discounts." These are huge red flags and I recommend declining anyone who asks for discounts, as they are always going to end up being trouble, as you found out with this guest. Someone who asks to book off platform is even bigger trouble. Immediately report a guest who does that, and cease communication with them.

On a side note, why did you not leave a review for this guest @Giorgio367 . It's important to warn other hosts of a guest like this. Also, your response to their review should have been much shorter. Always remember that in your response to a review, your audience is future guests. You want to be neutral, briefly address any issues, and reassure those guests that booking with you is a good idea. You started off ok, but then got way off track.

[Giorgio367]

Thank for your help Colleen.

I contacted Airbnb once again and the post was removed .because no relevant, It took 3 different representative to finally get the results.

Now I will be facing the same issue again  since this couple is still staying at  my property, they extended their stay by 2 more weeks  under the boyfriend name.

I will try to talk to him this time, see if they want to continue this sort of style of sterile dispute.

about my response , you were right, it was too long

I answered while under pressure and wanted to give a response to many false comments like the lack of heating (!!) and more.

once again

I really appreciate your help

regards

Giorgio

[Mike-And-Jane0]

@Giorgio367 I would be wary of talking to the guest as it might enlighten them as to why their review was removed. Possibly better to let them make the same review mistake again so it can be taken down.

[Giorgio367]

Hi

I think that Airbnb advises the guest about the removal of the review and also informs about the reasons behind the decision. I hope the boyfriend doesn't want to get again in this kind of dispute, since my guess they are fundamentally enjoying their stay. The woman frustration caused by the not availabilty of the apartment for the rest of the winter , maybe faded by now, hopefully.

[MariaTeresa51]

Hello. I am an active HOST and really can not understand: if I have rules and prices CLEARLY STATED in my listings,  how can Airbnb allow negative explicit reviews about rules or prices to impact raring of a host?? This is a BIG error Airbnb is not attending to and can EASILY fix given all is written before guest reserves. Makes hosts VERY insecure and it is not motivating AT ALL. I have 2 terrible reviews because guests were not happy with basic rules like checkout times and having a dog on leash... i called both times and spent half hour in the phone with Airbnb who even agreed the rules were clear.. yet the reviews are still up and drastically hurt my numerical rating... this is going to make the difference with the competition Airbnb, get on this!!!

[Emiel1]

@Giorgio367 

I would sent such a guest a change of reservation (shortening it to first date possible)

[James2431]

My advice is always communicate with guests in the app, then Airbnb can view the evidence. 

[Giorgio367]

Hi guys

here we go again

at checkout , the guests were leaving before my co-host arrived. She met them in the stairs and asked them to go back to the property for a proper check-out.

The apartment was left in very dirty conditions with some minor damages which we reported immediately. Moreover they left a used condom in the soap niche in the shower, as a form of disrespect in my opinion.

We requested reimbursement which they agreed in a very small amount, admitted they left the condom on their reply on airbnb support message system. They said they forgot it.

After my reinbursement request they posted a review , which i imagine will be hateful and as damaging as possible for our Host ratings.

As I previously wrote these guests were ok, everything was flowing normally  until they found out they had to move out because someone else booked the property for the rest of Dicember. On their part They felt we should have advised them someone else was interested in booking. But we have instant booking on our calendar.

Now I am thinking what is the best course of action.

Post a objective review including the fact they left a condom ?

Talking this issues to Airbnb support and ask removing their review?

Sincerely, we treated these guests very well, we were granted another 5 star review just a few days ago, and the new guestjust wrote me an  enthusiastic message on airbnb about the property and the co-host support. I honestly think I have nothing to blame on us. I understand we have to face some difficult customers and some one can be more sensitive than others on some subjects, but frankly this time these guests went really beyond what is reasonable and acceptable.

Any suggestion appreciated

Giorgio

[Colleen253]

@Giorgio367  Leave a review for this guest, yes. I wouldn't specifically mention the used condom, but do mention the apartment was left in less than desirable condition, and whatever else you found lacking in the guest behavior. Just be careful not to write anything that may allow the guest to have your review removed. 

You'll have to wait to see what the guest writes in their review, if they leave one, before you can decide what further action to take. Good luck!

[Sarah977]

Sorry you got these bad guests, but you shouldn't be hosting if a used condom left behind in the shower is something you find outrageously unacceptable. It's the sort of thing cleaners have to deal with all the time. @Giorgio367

[Giorgio367]

Hi @Sarah977

if it was left because forgotten by mistake, by a guest that Didn’t give me a many troubles, yes I would close an eye, and carry on.

But this was not the case. 

[Konstantin228]

We as well had retaliatory review, out of 47 reviews this one was created by guests who broke house rules and knew review is the only way they can negatively impact us. Airbnb saying they can not do anything because it’s their opinion?? It’s is absolutely absurd. Is there anytime can do?

[Ute42]

.

@Konstantin228  

Is there anything You can do?    No.

[Konstantin228]

Yes, it is affected my rating and there is nothing I can do about it, that’s unbelievable, but I have to come with terms on this nonsense. I was hesitant to rent to these people who had no review at all. It just pushes me toward not allowing anyone onto my place without any reviews.