Leaving a review for Bathrobe Robbers :)

[Amanda660]

So I have 1 day left to leave a review but unsure how to tackle it.

in the screen if things this is small potatoes but I’m curious as to how you’d all deal with it. 

Wedding guests booked our place for the night following a wedding at a nearby castle - lead guest is the Best Man.  Guest very chatty and friendly in the head up to the trip and on departing.  

Turning the house over for  guests arriving that afternoon we find that a bunch of bathrobes have been pinched (from different bedrooms). Polite message to guest enquiring their whereabouts and he comes  back with ‘they were ‘packed by mistake’.  He promises to launder them and send them back.  He’s not at all apologetic or embarrassed - never mind, ‘I’m getting them back’. 

12 days later I’m still chasing - he said he sent them by courier 8 days ago but didn’t offer to check tracking.  

He’s left a review for me - how do I deal with this in a review? 

[Ian-And-Anne-Marie0]

@Amanda660 

Insist on getting a tracking number, then if nothing is immediately forthcoming...

"Blah, blah blah... robes have not turned up after 8 days in the hands of a courier."

The review is already made and you will write nothing which will change that - and you can only be honest.

I would then send a payment request for the missing robes.

[Emily487]

@Amanda660 

Guest was very friendly and took care of the place BUT took all 47 of our bath robes. We do not recommend him to future hosts. 

[Yadira22]

@Emily487 Even though this is accurate this could be grounds to have the review taken down as you almost calling them thieves. If reported to Airbnb, their side may be taken, and Airbnb is very image conscious, etc...

I would say something like 

Guests were polite in person but both house rules and property could have been observed much better from their part. I wish them luck but unfortunately can only recommend them for use of commercial hotels only. Thank you. 

[Helen3]

I don't agree @Yadira22  the review wouldn't be taken down and your suggestion doesn't help future hosts understand what the problem was.

Much better to be honest. For example

"Good communications with these guests in the lead up to and during their stay. Unfortunately on leaving we found they had removed XXX bathrobes from our home.  On contacting them they said they had been 'packed in error' and would be returned but over twelve days  later have not been returned".

@Amanda660  Let your guests know that if they don't turn up by tomorrow you will need them to cover the cost of replacement so could they check with their courier service to see what has happened to them. Then put the request through Airbnb.

[Amanda660]

@Helen3  I reviewed him an hour or so ago and did exactly this.  Good review but stated that they took the robes and despite promising to return them,  have failed to. 

I’ve contacted Airbnb re making a claim fir replacements. 

[Emily487]

@Amanda660  

He's not going to send them back to you. 

Send a request  for money through AirBnB's resolution center. 

Good luck!!

[Branka-and-Silvia0]

@Amanda660 

if something like this happens in the future - contact your guest through the Airbnb messages, find receipts for purchased items or the same item online and file a damage claim immediately, before your next guest's checks in.

If and when your guest returns the items you can always withdraw your damage claim.