Guest Didn't Stay But Didn't Cancel and Left Review

[Kyla11]

Hi all, I hope someone can point me in the right direction.

I had a 3 day booking and everything was fine till the morning the guest was due. She messaged me saying she was poorly, couldn't make it and could she have a refund. I said we operate a strict cancellation policy so I couldn't refund. However, if she cancelled her booking and any nights were booked by another guest I would refund those. She didn't cancel and didn't show either.

With one day to go she's left a review. I haven't seen it as I haven't reviewed her - how could I, she didn't stay! I've requested Airbnb remove the review as the guest has nothing to review but they've refused saying the usual blah blah. 

I could just review her and say she didn't stay so I have nothing to say about her. But, I'm worried about my ratings. If hosts weren't judged so harshly with the star system I'd leave it but I don't think I can afford to do so. Any ideas as to what I should do now would be gratefully received. Thanks

[Lawrene0]

Try calling or tweeting again, @Kyla11. Point them to the messaging that shows that the guest didn't arrive because of something on her end - the 'flu - and then to the policy at https://www.airbnb.co.uk/help/article/546/what-is-airbnb-s-content-policy: 

• Reviews that do not represent the author’s personal experience or that of their travel companions

[Kyla11]

Hi @Lawrene0, thanks for your help.

Airbnb are saying that she only reviewed the hosts 'help and collaberation'. As she hasn't actually reviewed my accommodation they aren't going to remove the review. They haven't said anything about the star ratings and I can't see them at the moment.

All seems a bit backwards to me! 

[Lawrene0]

I see, @Kyla11. We all know that "Host's help and collaboration" is not a category. But it does sound like you will get nowhere if this is the new CS line. 

We know you will be eviscerated in the review. She wanted a refund, would not cancel, did not get one.

So you have no choice but to do up a review for her. Make it quick. You've got only today.

"This guest could not come due to illness. She refused to cancel, but still wished a full refund. Cannot recommend."

Something like that. You don't want other hosts being held hostage by her. 

What an awful situation. 

[Kyla11]

So I will lose my 4.9 average and my superhost status. I'm gutted

[Ange2]

@Kyla11    One more idiotic thing that Airbnb allows - so much for transparency or trust when reviews can be left if the person did not show up.     I would just say "  The guest did not arrive due to a last minute change in her plans".

[Kyla11]

It's ok, she left 4 stars and was very nice about it. Makes me feel bad for panicking now! Not sure I've got the constitution for Airbnb any more, it reminds me too much of when I had my shop on ebay 10 years ago. All the changes that came in to hand all the power to buyers and to facilitate the large, overseas sellers - I hate chasing after flippin' star ratings to keep in the game!

[Mark116]

What's okay about getting 4 stars from someone who never arrived?  The non guest is still able to ding your rating?

[Kyla11]

@Mark0 I mean it's 'okay' in the sense that my star rating hasn't been trashed. It's not okay that Airbnb won't remove the review and it's not okay that she was able to review at all when she didn't stay.  I've currently asked 3 different cs reps to remove the review and they still won't. Given that the review stands for now I'm glad I've not been knocked down to a position where my listing is in danger of being removed. 

[Sandra856]

Hi @Kyla11 🙂

I really don't think she should be able to give you a 4 star review just because she is pissed she didn't get a refund. I would be really anoyed if it were me.  But I can understand you are glad that she at least didn't "kill you" with very low star ratings. 

I don't think she should be allowed to review you at all. You are getting punished for not refunding her. I really don't want a guest like her.

[Sandra856]

@Kyla11 I would write to her asking her why she rated you when she never showed up and explain to her what a 4 star rating means to you. That even though you weren't bound to it you promised her a refund if she cancelled and you were able to rebook.

I guess I'm just really angry at airbnb. I honestly try my best to be fair but feel so unfairly treated. 

Sorry about my english 🙂

[Kyla11]

@Sandra0 I know, it's the fact that we really don't have any power in these situations when it's our homes and businesses that keep Airbnb in business. And your English is great!