Airbnb let host leave inaccurate review

[Emily146]

Host had no check-in and check-out times, and assumed that when I was considering checking in earlier, that I was confirming a specified time window. The host already had a busy schedule for that evening, and did not let me know beforehand. An Airbnb rep sent me a message that it was fair for the host to express her opinion that I did not respect her time, when there is proof that she did not express her needs up front. So they will not take down her review. Can I get a bad review for the host complaining about needs that I knew nothing about beforehand? I feel that Airbnb's stating that she can express her opinion has allowed her to misrepresent the facts, and it opens the door to allowing people to make false claims.

[Clare0]

@Emily146 I wouldn't consider this review as bad.  The host said some nice things about you.  As a host, were you to reserve my place, my take away from the review would be to message you about your arrival time so you and I could coordinate our schedules.  That said, the host should have taken the initiative to contact you!

[Emily146]

Hi Clare! Thank you for your kind message.  I have been both host and guest, although this was my first and only guest experience so far.  I feel that Airbnb should take mistreatment and unfair treatment of guests more seriously.  You and I agree that the host needed to communicate her needs.  I also see that her frustrations were more about her planning a busy evening with no specified check-in time, and that displeasure should not have given her license to complain that I am to blame for this inconvenience.  

This was what I mentioned to the Airbnb rep, but I am dismayed with the rep's statement that this host can give her opinion, even if it makes unfair claims about my conduct as a guest.  You'll see that my review was kinder, and at the time I did mention privately to Airbnb and to her that everything would have gone more smoothly if I had known about her time needs.  And she still made that review for me, even after I wrote to her about it, which shows total lack of accountability on her part.  

But I have read her comments and reviews history, and she was even unapologetic about her drunken behavior in front of a guest.  I *also* mentioned this and other complaints about her on the phone to Airbnb, to try to show them that she has a pattern of being disrespectful to guests, and she's a Superhost!  

Clare, I appreciate your comment, but this really is a concern for me.  I had a bad experience, and she made a false claim.  Opinions are not enough; keeping reviews factual and not making false claims is how to fairly treat a guest.  

[Clare0]

@Emily146 for the most part I think you're right.  Actually, I think the entire review system needs to overhauled, simplified and more straightforward.  Too many hosts and guests leave long narratives about their experiences and too many people are offended, rightly or wrongly.  Some reviews are downright petty (which I think is the case with your review....I wouldn't have mentioned anything about check in) and others are mean and vindictive.  Some guests want reviews removed or edited because they didn't want their girlfriend's name mentioned...you can just imagine what that was all about!

With literally millions of reviews being posted daily, Airbnb simply wouldn't have the manpower to be editing or removing reviews. 

Instead of a narrative, I would rather that Airbnb just have a checklist with a yes or no to these criteria:

Did the guest: 

Follow house rules?

Leave the space neat and tidy?

Check in and out on time?

Communicate with you?

Or something along those lines. 

One thing you can do is flag the review using the small flag icon. Trust and Safety will take a look and will remove it if it violates Airbnb's review guidelines.  I don't think it does, but they may feel otherwise. 

[City-Limits-Ranch0]

You can rebut the review in your personal statement in your profile if you want to.  Such as

I am a very communicative person and happy to adhere to the host's schedule for checking in, IF THE HOST LETS ME KNOW WHAT THEY PREFER.  But as I am not a mind reader you will need to tell me what times work for you.

[Emily146]

I did previously flag it, and received no response.  I hope Airbnb will respond to this post.  Now that I have this customer service experience, I've even hesitated to host again.b I'll still have to really think about it.  It irks me that she was irritated enough to leave that comment, and keep my money, and did not even allow a discussion of it after I reached out to her.  I think I will never do a last-minute reservation again, and stick with researching and noting people beforehand who I think would make great hosts, and not entirely trust the Superhost status anymore.  I live 6 hours away in Georgia, I was caught in bad traffic with bad cell phone reception in Alabama that delayed me even getting into town in Mississippi.  This was not the first-time guest experience I was hoping to have.

[Emily146]

I'll check out doing the personal statement, but I am sad thyat it seems that this is the only recourse that I have left.  I'm surprised that Airbnb would not be more focused on a guest complaint, and wonder if there's far more attention put on the transactions ($) than the well-being of guests throughout the experience.

[Ange2]

@Emily146   Before you give up try contacting Airbnb via Twitter, it seems to get a better hearing.

[Emily146]

Thank you City, Ange, and Sarah!  As a host, I've had experiences where people came late in bad weather, bad traffic, and I had a check-in time for my old listing (on hiatus right now), so I had hoped that people who had hosted more than my 6-8 times would have all the rules and communication down pat.  Well, so much for that!

[Emily146]

I am sorry, Sandra!  I'm clicking back-and-forth, and trying to remember names!

[Sandra126]

@Emily146, most of the time on the forum you read about hosts saying the very opposite, that AIrbnb only listen to the guests. At least it goes both ways!

[Eileen48]

Hello Emily,you are so right about Abnb focusing on the [$] they have become BIG Business.They do not care too much about loosing, guests  or hosts. It is most unfortunate; with what is happening to this organisation.You can read  about these happening on these pages.I am sorry to say that reviews are the least of the problems;host loosing large sums of money; having their accounts deactivated;

all conversations being erased; the list goes on.So as you suggest [and so many others have too] if people stop using Abnb then;there may be changes made.However this is not the place to do it; Only social media can do it. May I suggest that you use that medium.

I hope you get some satisfaction / results for your distress.

Best wishes;Eileen   

[Jess21]

@Emily146 I don't mean to be rude at all here but I think you might be overreacting to the situation. Her comment wasn't rude or harmful to you and it didn't take away from the good things she said. So you had a miscommunication - is it really worth the amount of time and energy you're putting into this? I don't personally think Airbnb should get into issues like this because it was in act her opinion ion that you in fact disagree with. I say take a few days and let this issue fade. It won't feel as important in a few days. 

[Emily146]

Hi Jess, thank you for your kindness.  I do disagree, because something that could have taken a few days to blow over is now permanently in my comments.  I wouldn't treat a guest this way, and maybe some may not see why I find this action so objectionable. If it's not her opinion that she's responsible for her own actions, they you and I agree there, but I would hope that on Airbnb hosts could only leave reviews that do not misrepresent a guest in a business transfer and a guest in their home.  That's up to you if you think that's too high of a standard for hosts.

[Deborah1]

Emily: I don't see this as a bad review and would not have a problem hosting a person with this review. She even says takes some responsibility saying it was a busy Friday. I hope you are able to let it go. Hope you continue to enjoy hosting and being a guest.

All the best, Deborah