Airbnb ‘support’ and their refusal to answer my questions.

[Joel211]

I recently had a guest who managed. to ( according to them ) get into a massive row with my neighbour. I initially offered a refund for two days stay but when I investigated further it turned out that the cause of the argument turned out be the guest’s rather domineering mother. Airbnb were on it like a shot ( as always when it comes to guests but never when in comes to hosts whom let’s face it take 95% of the risk ) and in response I told them that I wanted to find out the truth of what had happened. Before I would decide what to offer as a refund I would need to talk face to face with my neighbour to see if there was any truth in the guest’s allegations. Airbnb then sent the guest I note saying I was refusing her a refund. Not true. The guest then texted me which I didn’t receive immediately as I was filming with my phone off and two hours later sent me a **bleep** review calling me a liar. I have asked ( and phoned once ) Airbnb on at least ten occasions to take the review down as it is based on a tissue of lies compounded by them giving the guest totally false information. For around two weeks now I’ve yet to have a single reply from them. Does anyone know how to get them to actually answer ??? My experience of the way they deal with situations ( on this and other occasions ) is that they never ever answer a straight question. They change the ‘case handler’ that you have been dealing with for no apparent reason and with no explanation so if you have a situation like I did recently where I guest defrauded me of £270 it took three months to get the money out of him not withstanding Airbnb passing me round at least five different people. The whole system is a shambles. So who can I contact who has a brain, listens, answers and acts on the complaint ???? 

[Huma0]

@Joel211

Sorry this has happened to you. I have twice dealt with Airbnb CS about having a clearly inaccurate review removed. I'm afraid it totally depends on whom you get on the phone (and do always phone because the emails can take forever and sometimes they close the case without having resolved anything).

The first time, the Rep was really helpful, understood completely that the review did not match the correspondence with the guest (ALWAYS keep this on the Airbnb system so that you have proof) and removed both the review and the ratings.

The second time, the Rep was useless. He just said that it was the 'guest's experience' and the review didn't violate any policies. After repeatedly explaining to him that the review contained a lie, which would be obvious if he read my listing/correspondence with the guest, he said he would look into it and email me. I could tell by his tone that he had no intention of doing so and I never heard from him again.

Other hosts have said that you can get better results by contacting Airbnb on their Twitter account. I have never tried this myself, but it's worth a shot.