HORRIBLE EXPERIENCE WITH GUEST - AIRBNB DID NOT HELP

[Linh126]

Hello Airbnb Community

My name is Linh, I run a professional Airbnb property manager in Hanoi, Vietnam together with my partner, Khue and Dang, and I am writing to share this HORRIBLE experience and to WARN FELLOW HOSTS about the RISKS that WE ALL are exposed to. Here’s our incident with the guest named  **. Reservation code: so you know our story is true and honest. See the end of the post for all evidence.

Mr. [Guest] booked our apartment for 3 nights, from 26th to 29th of November. We served him with the best service we could deliver yet he treated us with disrespectful and irresponsible behavior. When he left our apartment, our cleaning lady found human feces in cups and tablewares. It was all over the place! One of our 2 cleaners vomited on the spot. She was so disgusted and completely shocked by that scene that she had to throw everything away and clean the apartment immediately. We also had to replace the defecated equipments and pay for professional cleaners to clean the unit again to ensure that our next guest won’t be affected by that unacceptable use of the property. When we tried to contact Ryan and request compensation, he rated us 1-star for all categories without any reason. We found this action as a personal vendetta against us.

And yet when we make the complaint Airbnb totally sided WITH THE GUEST and even put a warning AGAINST US and REMOVE our public response to Ryan’s review. Since the images are so visually disturbing we did not want to take this matter to the public but we have no choice since we are treated so unfairly and this could happen to ANY HOST. Though I would say most guests are great. Once in a while there could be someone very nasty. That’s why we needed to rely on a platform like Airbnb in the first place. But they DO NOT protect hosts like they claimed. In our case, it’s fallen to deaf ears.

SO BE CAREFUL FELLOW HOSTS!

Below's are evidence for you to see. 

Ryan’s confirmation that he’s happy with our place:

Report from our cleaning staff (original + translation)

Report by cleaners (Original)

Report by cleaners (translated)

Our request of damage compensation which ** rudely responded with 1-star review:

This is Airbnb’s response and how UNHELPFUL they proved to be:

**

[Anonymous]

@Linh126  You should edit this post to remove the guest's profile link; it's not necessary or helpful to identify the guest in such a public and vulgar manner. Internal communications between you and the guest should remain confidential and not aired out for the whole internet to see.

I can't say the story makes any sense to me; you make it sound as though the cleaners found cups and bowls filled with poo all over the house, but a soiled condom - while not a pleasant discovery in itself - is a very different thing. (But please, no more photos!)

If you want a review of the guest to stick, it's best to refrain from mentioning things that intrude on the guest's privacy and might be construed as libel. That would include explicit references to bodily functions, sex, and/or drug use. You might say, for example:  "the property was left in such an unclean state that I felt some items couldn't be sanitized enough to be used again." But mentions of feces and condoms are definitely a no-go, as are direct references to an ongoing payment dispute.

[Juan63]

Don’t see how mentioning the whole truth is a problem. If it’s true, it’s not libel. Too often hosts rate guests with white gloves. This doesn’t help other hosts.

[Cormac0]

@Linh126 

I' glad you hung this piece of excrement out to dry, it must have been extremely bad for a CLEANER to vomit and then write an affidavit to that effect!

There no place for filthy scum like him in our properties and then to add insult to injury to give you a one-star review which further reinforces the notion that the review is not fit for purpose

Unfortunately in the west, we've become accustomed to pandering to these type of filthy scum as evidenced by Airbnb response.

He deserves to be shamed the filthy scumbag if he's a classical pianist I’m a Nobel prize winner.

[Anonymous]

@Cormac0   "Chopsticks stained with feces"....either the guest had a very peculiar fetish, or picked a terrible restaurant for takeaway....