Need advice on writing a bad review

[Amanda75]

So we have guests checking out tomorrow, we've had issues with them, and I'm trying to figure out how to write the review without revealing too much about them, but they've done some stuff that we found disrespectful. Play by play.

1. Asked my husband where to buy weed in the first two minutes 

2. He asked them not to smoke on the property, they smoked weed on the street outside our house

3. They gave our address to a drug dealer and bought weed in front of our house.

4. I caught them smoking weed on our back porch and asked them again to smoke somewhere else. (After my husband told them not smoke on the property.)

5. They invited someone into our home after 9p without asking. 

6. Minorly, they forget to take their shoes off. 

Any advice is appreciated. 

I'm freaked out that were going to get an awful review, and I'm super stressed. We don't have that many rules. Seriously.

[Tim-and-Holly0 · Accepted solution]

@Amanda75This guest was not a good fit for our property. Over the course of their stay they did not follow our house rules on several occassions even when specifically requested to do so. Unfortunately we are unable to recommend this guest to other hosts.

In the section where it asks you to send a message to Airbnb you need to explain the situation in detail. That box is read and will provide you with support should you need to contact Airbnb later.

Furthermore, you can also click on the guest's profile and report them, but in my experience this does nothing.

[Amanda75]

I like this a lot. Should I avoid the specifics?

[Tim-and-Holly0]

In your case I probably would, although I did give one guest a detailed review once that listed all of the horrendous things they had done to our house, very similar to your situation. Just be professional and remove your emotions. If you say too much then Airbnb will remove the review if the guest complains. You don't want that to happen, so minimal is working better right now

[Kim13]

If drugs are involved you inform Airbnb immediately, no need to be afraid of their review!

[Amanda75]

Yes! I wish I had known this when they were here. They did leave us a horrendous review. AirBnB took it down, and they flagged the guests for the trust and safety team. 

[Monica4]

In some countries weed is legal, or will be soon as in Canada. So, although your guests did smoke weed I would treat that the same as if they smoked tobacco. Smoking is not permitted on the property. That is the house rule that was broken regarding smoking. I would not mention weed.

[Amanda75]

If Austin was more friendly to short term rentals, I'd be inclined to agree. But it's not, it is illegal, and they invited drug dealers to my property and one into my home. My personal feelings aside, they violated community terms, and they violated our house rules 

[Amanda75]

I reread your post. You are correct. I left it simply as they violated house rules and weren't a good fit for our home. Sent all the details to AirBnB separately. It c was the best way to handle it. 

[LeaAndSean0]

Hi,

I am a new host on Airbnb.  We have had 6 guests so far and everything has been great until the last one.  We have a strict cancellation policy as we are in a resort area and our first month were booked solid except for one night.  This guest had no reviews on Airbnb, but we accepted her based on her Facebook profile.  So, first, the day before check in, she sent me a message saying that her cousin had died and she might not make the trip.  I replied that I was sorry about her cousin, but did not offer to refund her money.  She then said that she was coming (good communication so far).  She got here and said that some friends had rented a condo nearby and that she would be spending most of her time there.  So far, so good.  I checked in on her the day after arrival and everything was fine.  She spent the night at my home and was gone all the next day.  I went to work and when I got home about midnight she wasn't there.  The next morning, I heard alot of banging around and she left and left her door open.  I sent her a message asking whether she had to leave early (I was assuming for her cousin's funeral).  I had a guest coming the next day and wanted to clean the room if she had left.  She then sent me a message saying that indeed she had left, but not to go to the funeral, to go stay at her friends condo because she couldn't handle "the loud, thumping, techno music".  I asked my husband about this and he said that he turned on some background music while he ate dinner.  He did this through our Amazon Echo...so we can see on the app how loud it was and what time it was turned off.  She claimed that it was very loud and thumping techno music that went on from 9PM until she left at 10:15 PM.  We are at the beach with a pool in the backyard...so our quiet hours are from midnight until 8 AM.  This was well before quiet hours.  On the Amazon app, the music level was set at moderate and it was turned off at 10:01.  The music was indeed background music...no loud, thumping, techno music.  She claimed that she had a migraine headache and couldn't handle it, which of course could have been true, but she did lie by saying it was turned up really loud and lied that it was still on when she left at 10:15. She paid for three nights but only spent one night in our home.  She did not contact us or say anything about this til I sent her the message.  When I cleaned the room, self tanner all over our white sheets and appeared to be about a weeks worth of makeup on the hand towel in the room.  It did come out of the sheets after washing 5 times, but I had to throw the towel away.  I refunded her money for the two nights that she didn't stay, but I really think that she was trying to get us to refund her money when she found out a friend had rented a condo down the street.  Nothing about the dead cousin after she got there...and she went to stay at said friends condo after the first night because of the music that was not loud.   We lost $150 on two nights that would have been booked by someone else.   She really didn't do anything wrong, but lied twice so that we would refund her money.  I would not have her in my home again and if she gets horrible headaches, why would she stay in a location that has other people living there.  She would be much better suited for a place where there are not other people.  Help!  How do I write a review on this??  All of our other reviews are 5 star by everyone who has stayed with us.