Bad review

[Giorgos35]

Hello!

I have 2 guests for two nights.

Everything was ok.

The night before check out they send me a message and told me that everything is fantastic and they thank me for that!

The other morning when they left u saw that they broke the shadow rol of the window.

I send them through Airbnb that I want 39 eur for this.

She call me after  hours and and she decline that. But no she never responds through Airbnb.

After all she has write a review. 

I am sure that is bad.

What can I do for that?

The Airbnb help center told me that if the review is not represented as she wrote to the last message, will help me.

But in this time I have no response from help center...

She nev

[Branka-and-Silvia0]

@Giorgos35 

I would go and buy a new item and install it. I would upload those receipts to the resolution center (send and receive money). If my guest would decline or ignore it, I would involve Airbnb after 72 hours.

If I have the same day turnover and no time to buy and replace broken items then I contact Airbnb, tell them my guest made damage and I will upload receipts later. Important is to let ABB know about the damage before the next guest check-in or within 14 days whatever is sooner.

[Anonymous]

@Giorgos35   Everything @Branka-and-Silvia0  describes is the correct procedure for a damage claim, and I hope this is what you have followed up to now.

Maybe you'll get a negative/retaliatory review, but of course you were aware of this risk when you asked the guest to pay for damage. Every host faces the same risk when it comes to making damage claims or enforcing house rules. It seems that you want to make this one go away before you've even read it, but the guest was perfectly within their rights to review you, and a positive review is not an entitlement.

When you ask "what can I do about it?," the answer is that you can write an honest review of the guest and, in the event that their review is negative, you can prepare a neutral and professional Host Response that prospective guests can read and use their own judgment.