Guest POOPED in the hot tub then claimed to get bacterial infection from it..

[Ashley1316]

I need help.. A guest tried to cancel a reservation but only qualified for half her money back-per cancellation policy, and didn't accept. She kept her reservation. Then after check in, broke multiple house rules. Maxed out the guest occupancy with 16 people including herself. She was the only guest registered.

Had multiple children in the hot tub [under 5 years old] which isn't allowed. Turned off the chlorinator in the hot tub. POOPED in the hot tub and has since been messaging me with clear intent to intimidate me, trying to, again, get a full refund. I refused and now have a really bad review. I've spoken with many ambassadors, one who assured me not to worry because "Airbnb has your back." but they won't take down the review. The guest called me a liar and accused me of trying to scam people. I fear that this isn't a one time issue, opening a window for others to try to take advantage of me and simply say, they too have a bacterial infection. I know this infection was brought into the hot tub by this guest and her guests because my  housekeeper, my husband, and myself all had contact with the water before the guest checked in and none of us got this infection. The guest even went as far as to tell me that she was going to have to postpone her husbands surgery with a flown into state surgeon. That her uncle works with the CDC, etc. Just on and on intimidation. All these messages are viewable to Airbnb yet they will not help in getting the review taken down. I don't see why or how they are ok with this person tsking advantage of this or me is allowed to get away with it. Also, this guest posted pictures of her weeked stay on another public platform and I was able to secure evidence as to the multiple guests and most of the house rules being broken. Airbnb hasn't used this evidence to help me. PLEASE leave any and all advice or suggestions. I'm really at a huge potential loss here. Thank you in advance!

[Helen3]

If a guest breaks your house rules and brings many more than have booked you can ask the additional people not on the booking to leave. If the host has children in the hot tub you can tell them to stop.

I'm sorry you have had such horrible guests. I would suggest you post on Airbnb's social media asking why they are leaving a revenge review which breaks their review rules up from this guest. Look at their review policy and remind them of how it breaks their T&Cs for reviews. 

[Mark116]

@Ashley1316  What is the outcome you are looking for?  You want the review taken down is that it?  It is doubtful that Airbnb will remove it, but you could keep trying on the grounds it is demonstrably false. I wouldn't worry too much about it.  I do think your own review is at risk of being removed, usually when there is mention made of bodily functions, that is seen as invasion of privacy and can be removed for that reason.

[Colleen253]

@Ashley1316 Refer to the review policy, below. 

https://www.airbnb.ca/help/article/2673/airbnbs-review-policy

Also see the party and events policy, 

https://www.airbnb.ca/help/article/2704/party-and-events-policy

Perhaps re evaluate your guest screening process and consider what you can do to prevent problem situations going forward so this doesn’t happen again. Hindsight is 20/20.

[Mark116]

@Colleen253  Ah yes, I forgot about the party review policy, although it seems like Airbnb may have forgotten aboutit too.  I would think if you booked for 1 and brought 16, which is 8 over max that should count as a 'party' and the review might get removed on those grounds.

[Sarah977]

@Ashley1316  Sorry this happened to you. There are some things you can do going forward that will help to prevent this sort of thing before it happens.

For starters, you say this woman made a booking for 1 person. Did it not seem strange to you that a solo guest would book an entire 3 bedroom house that is listed for 8? That was your first giant red flag, which you missed. When you get a booking or a request, you need to questionthe guest as to whether they have entered the correct number of guests.

Also put wording in your listing and house rules that says "Only registered guests are allowed on the property. No visitors. Failure to respect this may result in immediate eviction with no refund."

How was this 16 people scenario able to go on without you knowing? Do you not have outdoor cameras? No way of checking on what is going on at your property? That needs to be addressed.

You also need to edit your listing description, which has very little information. Go back and fill out all of the fields provided- The Space, Guest Access, Other Things to Note.

You have too many photos and not enough text. ( Many redundant photos you should remove- for instance you don't need 4 photos of the games room, or 4 of the kitchen which essentially all show the same thing)

[Colleen253]

@Sarah977 All good suggestions that @Ashley1316 should follow. I also suggest you remove the “welcome to the party haus’ sign. It’s cute but perhaps sends the wrong message @Ashley1316 One can’t be too careful.