Retaliation reviews and how to prevent them since AirBnB not actually helping

[Nyssa3]

Hello Host Community,

History - damages:

I am SuperHost. I dealt with my first damages going through the Resolution Center. Generally I've had minor damages, under $50 and I take care of it myself and don't ask for damages. This time I had a guest who left the bathtub very dirty with dark streaks. I am there between all guests to restock and check the place out.  My cleaner tried to clean the tub and there were stains left under this dark stuff (hair dye, purple shampoo, I'm not sure). We couldn't get it out with bleach, magic eraser, etc.  I knew fixing this was going to be expensive.  I got a quote to refinish the tub, $500. Of course I don't think the damage was intentional, but AirBnB insisted I must request the funds from the guest via the Resolution Center. I hated to have to do that since it was a large amount. Ultimately the guest said they used normal shower products and denied the request. AirBnb paid out the request nearly in full.  I thought my headache was mostly over.

Retaliatory Review:

The guest had put in their review quickly after her stay, and before the request for damages. She seemed to have changed her review, as when it was posted I received Overall 1 star, whereas the text says everything was perfect and all categories are 5 stars.  I tried to contact AirBnb and they said they can't do anything to remove it. Then I found information about retaliatory review disputes. I can't believe this was not mentioned by AirBnB. This seems to be exactly what has happened here.  I am trying once again to dispute this, but I am not confident AirBnB will be helpful.

My gripe (thanks for listening):

I can't believe AirBnB is allowing retaliation despite their policies. You mean to tell me that I provide a great stay, someone damages my property, and then I get a notice that my listing is at risk for suspension or removal due to a retaliatory review by a guest who caused damage. I can't believe this. It's infuriating and I will be reporting to the BBB.

Advice Requested:

How are you handling this situation?

I read to make the damage request on day 14, but then others mentioned you'd need to report immediately to be covered by Air Cover. So what's your experience? Are you requesting on Day 14 and getting covered?

What's the latest on Day 14 (checkout time?), in order to ensure I put in the request at the last moment so the guest doesn't alter their review?

I hope I don't have any more major damage, but of course, it happens and I want to be prepared next time. Right now I feel like giving up hosting all together.

Thanks in advance for you help! 

[Mike-And-Jane0]

@Nyssa3 I think I am with the guest on this one. A bathtub or shower should be able to cope with normal hair products.

Also there is no way to change a written review once both parties have input their reviews.

[Nyssa3]

@Mike-And-Jane0  I get what you mean. I agree that normal products shouldn't cause damage.   In 1 year, I've not had any other issue with the tub.  I guess, regardless of intention or fault, there was damage and I hoped to get that remedied. I agree with advice from @Elaine701 that in the future I will avoid making any claims and account for being responsible for damages.  Thank you both for the input! 

Also, AirBnB did finally call me instead of continually closing my case with a simple written denial, and I received helpful information. They believe based on the timing the rating was not in response to the claim. If that's the case, with all areas being rated 5 and writing that that everything was perfect, it seems the 1 star could be in error.  The only solution is to contact the guest, so I can see if they will correct the error, or see what the reason is so I can remedy it.  I will try this, but I'm not sure anything will change. I'm just accepting this as a learning experience! 

[Mike-And-Jane0]

@Nyssa3 Reviews cannot be changed but a guest or host does have the right to ask for the review they wrote to be removed.

[Elaine701 · Accepted solution]

@Nyssa3 

While I agree with @Mike-And-Jane0 , my only advice is to avoid making claims against guests through Airbnb at all costs. It's simply asking for a retaliatory review. And they can write whatever they want with impunity. It doesn't have to contain a speck of truth. And it's there forever. 

My mantra, as always.. Prevention is the best cure. Screen your guests to the best of your abilities, and "guest proof" as much as possible. There's very little recourse if the guest screws something up. At least not without a downside. Sometimes that downside can be very destructive. 

Expensive? Oh, not always, but another truism is that those that pay the least tend to be the most problematic. So, keep your prices higher than your competition, let them take the low paying ones, and when they're all booked up, you'll be the only game in town. and treat the ones you get with overwhelming hospitality, respect and dignity. It all comes 'round eventually. You'll see.