Hi everyone,
Thanks in advance for your help! I had a last minute booking earlier this week for 2 nights (3/29 and 3/30, for reference) that felt a bit off from the beginning, but I try to be as welcoming as possible so I didn't think much of it. After giving him the details (I was out of town), here's the conversation:
http://imgur.com/a/y2y2g
http://imgur.com/a/yeDmC
Basically it seems he thought he could leave after 1-2 hours there because he just didn't like the place? I felt kind of bad but he's an adult and if he doesn't want to stay that's fine. I was a bit sketched out and had a friend check on the place, the key was put back in its hiding place and everything looked ok (nothing stolen, etc) so I chalked it up to the guy being eccentric.
Then a few hours ago I got this review:
“I tried to like the place but it was just too depressing. I left after two hours and was not given a refund. In fact i was overcharged by one night. The air was stale and the floors were quite ugly. The fridge was filled with beer and a jar of pickles.”
I'm not especially excited that that review is there and I'd imagine he dragged my star rating down a bit, but this is obviously a misunderstanding, right? (also, is it not OK to have beer and pickles?)
I'd like to request that AirBnB take the review down, or at least remove his star rating, because it might confuse potential guests or otherwise impact my bookings. I'm certainly going to post a public reply, and I refunded his cleaning fee since he didn't actually stay at the place, but I'm wondering if anyone here has any advice on how to proceed in terms of getting AirBnB to potentially remove the review? It strikes me as a special case, since the guest 1) didn't stay at my home and 2) misunderstood and criticized a clearly-stated cancellation and refund policy (I use moderate, the 5 day notice setting). Thanks again for your help!
Cheers,
Michael