Abusive guests

[Charitha0]

i recently had a couple stay at my beach house in Sri Lanka. It was booked for 2 pax. The couple informed me that they would be getting married in SL and requested the wedding to be held at my home. I declined as our home is too small as she wanted 40 guests. I therefore suggested a local restaurant for a beach wedding. They went ahead with this. 

However from the moment they checked in around 20-30 people started to enter our property. They were drinking in the garden and using the swimming pool etc. I sent the guest a messsge saying that only Airbnb guests booked to stay at the villa may use our facilities. I infact informed them of this at the time of booking too plus its mentioned on our Airbnb page. 

The guest ignored my request and the next day they did the same. I sent another message and said I am within my rights to cancel the reservation if they did not respect my wishes. The guest then called me and cried! I felt sorry for her as it’s her wedding and she asked if her friends could come to the property to wish her as she’s getting married the next day. I agreed and allowed up to 40 people into our tiny 3 bed villa from that day onwards! We have 2 staff there and they worked really hard to clean the place afterwards! 

However the following incident happened on the night of their wedding. The staff stayed awake until 1:30am to let the couple into the house after their wedding celebrations. However at 1:30am the guest informed the staff that they would not be back that night. So my staff went to sleep.... 

At 3am the guests had returned to find the gate closed and my staff were fast asleep. They had to climb over the gate and let themselves in. This was unfortunate but the staff went to sleep as the guests said they would not be back that night. Otherwise they would have stayed awake. 

At 3am one of the guests walked into the bedroom where my staff were sleeping and started  to verbally abuse and threaten them. This is all caught on our security cameras. 3-4 mins of shouting by the guest is seen. My staff were just shocked and stunned. 

The next day I requested the guests to vacate the property as I was not willing to accept anyone mistreating my staff. I informed Airbnb also and they suggested I contact the police if it happens again. 

Agsin the guest cried and asked to say. I said they may stay if they apologize to the staff and it never happens again. The guests apologized and they were allowed to stay. But obviously the guests were not happy now as they felt uncomfortable after creating such a scene. 

Then a day later they decided to vacate at 6:30pm saying they didn’t feel safe at the property and requested 2 days refund. I refused and informed Airbnb too. 

The guests contacted Airbnb and said that I had tried to “kick them out”! And wanted a refund of 2 days. 

I sent Airbnb copies of the cctv footage and all messsges between me and the guests. It clearly shows that the guests mistreated our property and abused my staff. 

This matter is still not resolved. 

However the guests has now left a review (after 14days). Obviously this review will not mention their unacceptable behavior and will instead try to discredit me. Even though I was reasonable in the end and allowed 40

people to use my villa without charging a penny more. 

Am I able to stop this review from appearing on my listing? I am a super host and have worked very hard. I know I can put my reply under the review. But I would prefer this review is stopped altogether. If I as a host acted unfairly towards the guests then this review should appear. But in this case these guests mistreated my property from the onset by bringing 20-30 strangers into a home without asking the permission of the host and then they threatened and verbally abused the houseboy and the chef. 

Please advise if there’s anything I can do.... thank you! 

[Charitha0]

Hi Mark

thanks ever so much for this. Appreciate your feedback. 

[Charitha0]

Unfortunately it doesn’t look like I’m allowed to write a response to Luke’s review. Do you know why that might be? Is it because it’s after the 14 days? 

[Mark116]

@Charitha0 You can't write your own review, because it's after 14 days, but you should be able to write a response to their review.  Airbnb might have a time frame where responses are no longer possible, but this seems a recent review, so response should be an option.

ETA... when I go to the performance tab, and then to the reviews, there is a link that says 'reply to this review' which is active.  That's where you can reply.  If not, I'd contact airbnb and ask them about it.

[Charitha0]

Thanks Mark I did it!! 

Kept it short and non emotional. 

Thanks for your help. 

This is a great community.... 

[Paul1255]

@Charitha0  I read somewhere on the forum that you can only post a response to a review if you have also reviewed the guest too.

I don't know how true that is, but if you didsn't review and you aren't able to write a response to him that could well be the reason.

[Charitha0]

Hi Paul

i just managed to write a response.

Yeah can’t do a review but was able to respond at least. 

Thanks

[Helen3]

I truly don't understand why you didn't leave an honest review for these guests rather than just responding to their review @Charitha0 ?

[Michael3064]

I know what you mean I had a guest break all my rules Airbnb told me to call the police Airbnb was on the phone while this happened Airbnb was on the phone and heard all of this I had an exceptionally clean home every guest that has stayed in my home give me five stars on everything including cleanliness This guest came to my home immediately broke the first rule which is no loud music or partying the guest broke those rules the guest was smoking marijuana in the back of my home one of my neighbors called and told me this I then called Airbnb to help mediate the situation Airbnb shortened their reservation during that time the party left at 9 PM they had asked if they could stay one more night I agreed I also agreed to give them 50% of their reservation back so they left the home at 9 PM and they came back at 11 PM to cook a five course Italian meal which was noisy pots and pans banging making as much noise as they couldAs retaliation against me that they had to leave they been put on the post that my place is in a great location but activities were limited because of me well they came to my home with no rent a car they got dropped off here so activities were limited because they didn’t have a car activities with limited because they didn’t have motivation because they sat around my home the next day all day and all night playing loud music smoking marijuana breaking my rules and then I look and I see that her review is up and it changed my rating I had a five star rating and in her review it says my place is in a great location but activities were limited because of him meaning me I could not believe what I was reading Airbnb had told me to call the policeOn them as well as the fact that she broke the rule the next day she said Airbnb told her she could leave at 2 PM which was a complete lie because Airbnb told her the night before that she had to be out by 11 AM and those are my times I have check in anytime from 2 PM or have to check out by 11 so the next day when I agreed to give them 50% of the reservation I allowed them to stay one more night they then made it the worst and they retaliated against me they eat at 10:30 we’re not coming out of the room no loud music the next day not being up they stayed and I said I’m calling Airbnb I called Airbnb I said it’s 1030 and they’re still in bed this supposed to be out by 11 and I know that they’re not going to be I know it so at 10 minutes ofHe said knock on the door I knocked on the door I said hey guys you guys got to go by 11 check out is 11 oh they told us 2 PM no they did not tell you to p.m. I have Airbnb on the phone you were told that you need to be out by 11 o’clock so you violated that agreement so Airbnb did give me the full reservation amount and they did not get 50% back because they didn’t leave here till 1130 so they violated the agreement I allowed them to stay one more night I was going to give him 50% back but they violated that so they didn’t get the 50% back and I had to put up with so much then while they’re leaving there being hostile an abusive they go out my front door they’re swearing the F word I then say while I have Airbnb on the phone he’s listening to everything I said please go peacefully you’re disrupting my homeThey said we’re not in the home I said you are on my property you’re using profound profanity language I said please go peacefully it was the worst horrible experience that I’ve ever experienced and then I see her review up there and then I see my rating change are you kidding me that  needs to be removed and I’ve contacted Airbnb and I haven’t heard from anybody in two days so there’s a case manager that’s working on it but I’m going to call Airbnb again if you have someone staying in your home and they’re smoking marijuana and they’re breaking every rolls and they’re being verbally abusive and then at the end I sent pictures to Airbnb of the room she broke one of my blinds she left dishes in the room I sent it to the thread accidentally to her she then turns around after I sent the pictures to her of how she left the room she broke one of my blinds and then they didn’t get out by 11 she then sends me a text message using perfect using vulgar language saying that my place was this and that and that in the end of her message she says F you to me in the text message as soon as Airbnb sees that abusive text message verbally abusive text message not only should she have been kicked off the platform but her review should not even be showing up and changing my rating I’m completely disgusted and I feel like you know I don’t know I’m gonna have to look into this further 

[Carl160]

Hi,
We feel for you.  Had a similar situation where they brought in over 100 people to a home that lists no events/parties.  Had police remove people.  It was quick and simple.  May lose some rent, but far less expensive than repairs.  I'd say next time people dont follow house rules, kick them out.  You can call the local police and they will remove them if they do not leave upon your request. 

I have not found air BnB helpful with conflicts.