Protection from retaliatory bad review when reporting damages

[Steven974]

We have a guest who changed a baby's diaper directly on our bedsheets and let yellow stains dry with no attempt to clean the mess. We had to discard all bedding because stains could not be removed.  We want to report the damage to Airbnb but they send an immediate report to our guest, who has not yet left us a review. We are afraid that if they receive the damage report they will retaliate with a bad review. How do we protect ourselves from this?

[Emiel1]

@Steven974

You can't protect yourself  from bad reviews. When filing the damage report you knew it could happen. That's the risk of a host to take (or not).

Best regards,

Emiel

[Steven974]

Just seems like an odd situation. You have to immediately report damage to property and a refund request to your guest, which leaves you immediately vulnerable to a bad review, which could affect future business. So, I'm guessing most hosts just eat the costs.

[Nanxing0]

@Steven974 No we don't. I have filed several refund requests all covered by either the guest or host guarantee. New hosts might eat the cost if that happens though, but once you accummulated at least 50-100 good reviews you don't have to care about what a single guest says. 

It also depends on the amount. Some guests are nice enough to cover the cost out of their pocket though if it's only a few linens that worth just $20 or so. But if the damage is a TV I doubt if there would be any guest willing to cover it.

[Steven974]

Thanks for this info. We are newer hosts so we only have about 17 reviews. One bad review can hurt us at this point. 

[Mark116]

@Steven974   Some people have a theory that if you do the review first, the guest will then do their review because they want to see what you said, and then after both reviews, then you file the claim. 

[Nanxing0]

@Mark116 One issue is that the host guarantee policy states you need to file the claim before the next guest checks in. So if the guest doesn't leave the review in a few days and you are expecting the next guest coming in...

[Mark116]

@Nanxing0  True the timing would be tricky, but it might work out sometimes.

[Marci837]

Air b b is Backwards and Brian needs to know!!

It's not good business to follow all the rules only to get a bad review and no help with the repairs.......so yes raise your prices and eat the damages then go to VBRO for a better deal!!!

[Jennifer1897]

Sorry to hear about your situation. I had the same thing happen to me. I has a horrible dirty/messy guest who's stay resulted in the need for profession carpet cleaning and a new duvet cover. I filed before he left a review, and he literally ripped me apart with all one stars and a not so nice public review and an even worse private one. 

It is a faulty system, and like someone said it's a risk you take. You are essentially correct  though in the fact of reporting sooner is better, as you are more likely to get refunded by airbnb if the guest refuses to pay the requested amount.  If you request a refund for damages after too long, or too many other guests the claim looses validity.

When I first started, damage to things drove me crazy, but I have learned to no longer fret or obsess over the smaller stuff. It's part of hosting, and in the bigger picture id rather take the hit of some damaged towels or sheets over a bad review.

Just remember you can always respond publicly to reviews left on your property(s). So even for the ever dreaded bad review, you will have the option to say something

[Emilia42]

@Steven974 No one yet has brought up your nightly rate.  A new sheet set would cost more than what these guests paid (I am assuming based on your advertised rate.) I know you are trying to establish yourself and get as many bookings as possible. But why don't you raise your rates and stash away $20 or so from each reservation to put into your own damage fund? That way when then a sheet is ruined or a coffee cup breaks (every now and then) it really won't be such a big deal. Your place is way too nice and way too big to be charging those low nightly rates. Currently, a family of 6 could stay at your place for $13 per person per night. (That includes all taxes and fees. You are only getting $10 per person!) A family of 6 can do a lot more damage than a ruined sheet and Airbnb/the guest likely won't always be there to pay for it!

[Anthony608]

Yep.  Exact same thing happened to me as well.  Family with a toddler, and there were dark urine stains on the bedspread.  It was a brand new spread, this family was the first one to have it, so I know they are guilty.  My issue is that I reviewed them immediately, and we didn't discover the stains until later that day  when we were preparing the room for the next guest.   I'm not sure if I would even have a case at this point, especially with the next person already arriving.