Guest Reviews and Resolution Dispute

[Becka0]

I am still relatively new to hosting so I hope this isn't a bad question, but I had my first bad guest experience and am wondering how best to handle the situation. The guest checked out yesterday and left the house in bad shape (e.g., I found urine pools on the bathroom floor -and have pictures). I left a review but have not recieved a review from the guest yet. The house was clean when he checked in and I have no reason to think they did not have a 5-star stay at my home. Of course, as a new host, I would still like a good review. BUT I also want to submit this to the resolution center and request that the guest pay for the full security deposit to cover replacement of bathroom linens, professional cleaning of soiled sheets, etc. 

If I submit a resolution request before the guest submits a review, will he see it? (i.e., could submitting this issue to the resolution center expose me to a fabircated bad review?). 

Thank you in advance for your thoughts/advice. 

[Clare0]

@Becka0 When you submit a claim through the Resolution Center, the first thing that will happen is that the guest will receive a message asking them if they agree to the extra charge.  If they don't, both parties can ask Airbnb to resolve the matter and their decision will be final.  You should read about claiming the Security Deposit here: 

https://www.airbnb.com/help/article/264/how-do-i-make-a-claim-on-the-security-deposit

If the guest hasn't submitted a review, they will most certainly see the message about your claim.  It's up to you.  Potential bad review vs possible (not guaranteed) compensation for damages (or for being a pig!)

In either case, be sure to leave a review (short but to the point) about your experience with this guest as I'm sure no other would want to let him in the door!

[Susan-and-Eric0]

Hi Rebecca,

I've had two instances where I have claimed on guests' deposit after departure.  Each time I supplied Airbnb with photo evidence of damage to various items.  Additionally, receipts of some items to prove replacement costs and, where no receipts available, web links to sites where replacement items could be purchased.

Each time Airbnb acted quickly to resolve the situation and each time I received a full refund.

Good luck and hope you do not have any further unpleasant hosting experiences.

Best regards,

Eric

Casa Bianca

Cape Town

[Amaris0]

Hi, I'm sorry your first experience left a lot to be desired, rest assured not all guest are inconsiderate and bad mannered.

You raise two questions really, first how to claim against the guest's full security deposit. You mentioned the urine pool and picture evidence - claiming against this will depend on any damages as a result of the urine pool i.e., if you had a bathroom mat which is ruined or if you need to get the bathroom professionally cleaned. You would need to submit the evidence along with details/quotes of repairs or additional specialist services required to rectify any damage. 

Please note that you have to put in a claim via the resolution within 48 hours of the guest checking out to be considered. The guest will receive a message with the details of your claim giving them an opportunity to dispute/ agree or counteroffer.  Regarding the linen, same applies; you need to submit evidence of the damage the guest caused/ quote for repair or new linen which will be considered. Hopefully you can reach an agreement between both of you otherwise you can ask Airbnb to step in to make a final decision. Airbnb will collect any money finally agreed from the guest's deposit.

As you can see, there is an urgency in terms of making a claim as such the guest will know how you feel so if they want to reflect this in their feedback, they will have plenty time to do so. 

However, you should not let the fear of a guest's review intimidate you.  If the guest leaves a negative feedback which is untrue/ malicious as a result of being approached about damages they have caused, you can report them to Airbnb who can remove the feedback.  Also it is worth knowing that the guest will not be able to read your feedback until they have left one of their own or after the 14 day review period, either way they won't get a chance to see your review before writing their review.  And even after they have written their review, you still have the opportunity to add a response to their comments after it has gone public.

It is important to leave reviews after issues like this as it helps future host decide if they should allow this guest stay them. It’s no comfort to you on this occasion but in future, reviews as such left by other hosts might help you decide which listings to approve or decline.

One final point to note, please ensure all your communication with the guest is done on the Airbnb platform as that is the only evidence Airbnb will accept, text messages, Whatsapp and personal e-mails do not count.

All the best resolving this situation,

Ama

[Henriette-and-Hippolyte0]

This is new to me. Is it true/possible? 

"However, you should not let the fear of a guest's review intimidate you.  If the guest leaves a negative feedback which is untrue/ malicious as a result of being approached about damages they have caused, you can report them to Airbnb who can remove the feedback."

Each time I go to the resolution center and report a guest for trashing my place, I get a 1 star review and to add to that my account is suspended. Airbnb, states " Due to a recent review......your account has been suspended" mean while the matter is still being resolved or disputed.

This is double punishment for the host, your apartment is trashed and airbnb acts upon the review of the guests for your account to be suspended.

Why can review not be suspended when the issue is being disputed?

[Keryn0]

Hi  - I need some guidance here too.  I had a bad experience last night and asked my guests to leave one day short of their stay.  They have broken a door and vomited all over my carpet (alcohol induced).  I asked for a fee to have the carpet cleaned but on closer inspection there is a real  possiblity that I will have to replace the entire carpet.  I don't even know how to contact Air BNB. I keep going around in circles and ending up here.  If anyone can help or point me in the right direction that would be great.  

kind regards

Keryn