Guest using spouse profile after getting negative review(s)

[Beth-And-Tony0]

We recently hosted a family who booked using the mother's profile. She had 3 good reviews and 1 negative one (not recommended), which was a potential red flag, but we took a chance and confirmed their week-long stay. Mid-way through the stay they began to complain about the mattresses on both beds and ultimately requested a partial refund as compensation. Although we've never had complaints in the past, we went with "the customer is always right" and agreed to refund a portion of their payment. During our conversation, the father (who had done most of the talking) mentioned that they used to have another profile but changed it when they had a bad experience with another host (i.e., bad review/not recommended). Is there a way to search for their other profile (probably the father's)? We'd just like to know if there have been other incidents--besides the one(s) we're aware of--that would have been red flags about what our hosting experience would be like with them. Sometimes one negative review can just boil down to an incompatiblity between personalities...but if there have been two or three, that suggests a pattern. Is there any way to research this within the Airbnb site, or is this something we'd just have to talk to Support about?

[Anastasia174]

Hosts, please don’t give unfair guests refunds!! They will ask for more and more!!!! 

They can have no reviews, so you never know - everyone can create a new profile!

[Debra405]

I would also like to see the answer to your question.  I wonder why an AirBnB rep doesn't answer. I, too, have had a guest check in with a picture of someone else,  Guess what their name was?  Pat.  And the photo was a woman.  

HE messaged me saying he didn't have any directions to my house, already hostile before he even arrived.  I HAD sent the directions,  but he never got it because his WIFE PAT had the account.  I was never able to communicate with him and he turned out to be a nasty fellow. 

Came home drunk at night, peed thru my lanai screen door cause he couldn't wait to get in the house.  

I DID contact AirBnB about this fraudulent profile, but nothing was done.

They don't seem to want to address it.  

I am much more careful to accept bookings now.  Learning as I go. Often the hard way.  

[Huma0]

I've also reported fake profiles to Airbnb CS. They responded as if they appreciated me doing this, but the profiles were never removed. I don't feel like they do much about this sort of stuff. It's very easy for users to just start a new profile and to use a fake name and for the profile to still show as verified.