Hi there,
We just recently had guests who have caused extensive damage to the home and
we had to involve AirBNB and get them to pay us for the damage that they had caused as they first refused to do so.
They have left a very negative star rating which is impacting on our superhost status from when it will be next reviewed.
I have tried twice to talk to Airbnb about this but all they say is they will not remove the review as reviews show a range of
what people think about our home and they did not violate the rules by leaving a negative feedback.
I feel so saddend and sick to the bones about the fact that they left our house in shambles and we had to clean the carpet,
buy new sheets etc and they the get to say our house wasn't clean, our communication was bad etc.
We have never had a bad rating like this before and we always got 5 Stars for cleanliness and my wife prides herself with that, too.
We are even thinking of stopping doing Airbnb even though we love most of our guests but we just don't feel supported.
Has anyone had this experience and can anyone tell me what they did to resolve this or how to cope with it better?
Also we had a few guests lately not leaving reviews so the percentage is going down for left reviews.
We have found if we "preassure" guests to leave one they might leave a 4 Star...
Any ideas on that?
And we have had a few guests leave a negative feedback on check-in as they can't come up the drive but it says so in different spots in our listing...
We even write it to people when they request and still some of them come up the drive and then get like oh well but it is very steep...
Our listings name is Steep As...
Why do guests sometimes refuse to obey the house rules?
Cheers,
Flroian