Guest keeps threatening me with my first bad review

[Susan725]

Good morning all from a rainy Dublin 🌧

im looking for some help please.

I Airbnb a room in our family home. I do this to help with the mortgage payments.

I have had roughly 20 guests - all positive reviews.

last week I accepted a booking firm a guest with no previous reviews. I have never done this before but she was just after arriving in Ireland - had nowhere to stay and is a university student so I accepted the booking.

omg it has been a nightmare. She has tried to cancel the booking and cut it short twice (I refused the request as I need the money sadly) she has told me she will leave me a bad review because I will not a) break my cancellation policy and give her a refund b) I will not allow her to break the house rules which are clearly outlined on the listing.

she has only said this to me verbally.

she has broken every house role since she arrived.

im so stressed about her review. I have been including her in our family meals and providing her with dinners each night as I know she is a student. I really and truely enjoy being a host and meeting people from all over the world but I’m so worried about this review and how it will affect future bookings. I haven’t even been sleeping

[Sudsrung0]

@Susan725 

OMG Thats a guest from hell, If it's any consolation we all get them but the majority are good to excellent,

A good tip about reviews make sure you reply with the facts, 

I had one not long ago and they started from day one, I was having none of it I left it to my husband to get them out, basically not to let them stay for 3 weeks and get a full refund which airbnb can do.

I have to admit Airbnb dealt with this right away they were good, 

As others have said you must stick to the message system on Airbnb, what I have noticed they can see the messages while they are talking to you, In my case here the previous guest had left his review saying this was the best Airbnb he had ever stayed in, My answer to the guy on CS I have gone from the best to the worst in a few days, 

[Susan725]

Hi all. Omg things have been crazy here the last 24 hours.

the guest came downstairs yesterday morning m, blocked the front door with all of her cases and told me not to touch them. Then she started videoing myself and my 9 year old son and said she will go when I sign a document.

I said you do not have my permission to video me and I won’t be signing anything.

She became very aggressive shouting at me that she hates Ireland and the Irish people, that we are all disgusting pigs and she wants to leave. I took my son into another room and she then sat against the door of the room and would not let us out.

I rang my husband who was in work and he told me to ring the Gardai (Irish police)

her school rang me and asked me what was happening- I told them and they rang her - she was shouting down the phone to them for about 10 minutes saying awful things about Irish people.

Armed Gardai (rare in Ireland) came and told her to leave the house and not to contact us again.

I rang air bnb and let them know what was going on.

then got a call from air bnb last night as to why my listing is paused.

she has accused us of having hidden cameras in her room and recording her!

I actually laughed when the air bnb lady said it to me

[Helen3]

I'm so glad the Garai were helpful. @Susan725  and this awful person is out of your home.

Please don't let guest walk all over you going forward. Hopefully you followed up all your conversations regarding how she had broke your house rules on Airbnb so there is a record. Particularly her threats to leave a bad review if you didn't refund her.

Please leave an honest review to warn future hosts considering her as a guest. Flag with Airbnb that she threatened to leave you a bad review if you didn't refund her outside of your cancellation policy.

She sounds like she may have mental health issues and it's good that she is out of your home.

[Helen744]

@Susan 725 Oh my gollly gosh !Thats what happens when the brat attacks. I am so sorry . The police are sometimes all that you can do .No one should have to put up with anything like this .immediately send the police report to airbnb and let them know that this has now escalated to the stage where the police were called to remove this person , who said they wanted to leave but tried to imprison you in your own home , and your poor little son .If you can ask the police to contact this persons family because they need family support . this is very far from normal and an over reaction obviously . Good luck   H

[Helen744]

you could refer charges in a civil court against this person , not the dummy court of Airbnb . H

[Susan725]

Helen thank you so much for all of your advice 

I have told air bnb everything.

I hope they remove her from the platform.

my account is still suspended because of her saying we have cameras in the bedroom.

please god I hear back from them soon.

we’re very upset over it all.

my son missed a days school over it all.

the Gardai were very helpful in fairness. She kept saying to them she would not leave until I signed the paper she had.

the Gardai said I won’t be signing a thing and leave immediately.