Preventing bad review

[Edward283]

Hi Guys/Gals, 

Just a quick question. I have guests that where supposed to come for this weekend but it
seems they won't make it. Our cancellation policy is strict (grace) and they will forgo their money paid. We 
won't be able to fill the unit on such short notice. 

Now, he is basically telling me that he will give us a bad review if we don't pay his money back. Is there 
some way I can prevent someone from giving us a bad rating if they didn't even end up staying in the unit? 

Regards

[Paul1255]

Hi @Edward283 sounds like this guest is violating Airbnb policy- hopefully you have the threat in writing on the platform messaging service so it's visible to Airbnb customer services when you contact them.

https://www.airbnb.co.uk/help/article/548/what-is-airbnb-s-extortion-policy

Best wishes

Paul 🙂

[Edward283]

Hi Paul, 

Thanks for the info. 

We were unfortunately not using the airbnb messaging platform but Whatsapp. I did screenshot the messages in case he deleted it from his side. 

I guess the best would be to contact Airbnb on the link that you provided.

Thanks Paul

[Paul1255]

Hi @Edward283 ah that's a shame- but you have the screenshots so that is something at least.

Personally, I only communicate with my guests through the platform messaging service, so if anything such as this happens there is a record of it that can't be challenged by guests.

Indeed get in touch with Airbnb, do let us know what happens.

Best wishes,

Paul,

[Helen3]

Hello @Edward283

As an experienced superhost you probably already know this but exortion is against Airbnb's rules. And @Paul1255 has usefully provided a link for you to Airbnb's policy on this

There is a reason Airbnb says to keep all communication on its platform, please don't reply to this guest outside of Airbnb so there is a record of your conversations.

Follow up on your guests conversation with you via Airbnb, say you are disappointed that he has threatened you with a bad review if you don't provide him with a refund (he can't review you actually if the booking is cancelled more than 24 hours before the booking). Say that going forward he needs to keep all communications on the platform.

Then call Airbnb immediately so they are notified of the situation.

[Edward283]

Hi Helen, 

Thanks for the tips. I do generally keep it on the platform but sometimes they continue on another platform and it's just completely out of my control. In hindsight, I guess he was trying to avoid Airbnb's platform for a reason. 

He hasn't cancelled the booking as of yet and I doubt he would. He stated that he'll randomly arrive here just to ensure that I don't "re-rent" the unit. 

Let me reach out to him on this platform to see what his response is. 

Thanks

[Emilia42]

@Edward283, Always, always, always, communicate through the Airbnb messaging app. I would be curious to see what Airbnb's response is to this. Please report back. I hope it works out in your favor!

[Edward283]

Hi Emilliia, 

I get that now. It's the first time a situation like this has arisen and I udnerstand the importance of it much better now. 

Cheers 🙂 

[Quincy]

Hi @Edward283,

Welcome to the Community Center!

I was wondering if you have any updates on this? Have you contacted Airbnb already? 

[Emilia42]

@Edward, I just had this thought. Guests will only be able to review you if they cancel on the day of check-in or after. So if your guest was supposed to stay on Friday but canceled on the Wednesday before they will not get an option to leave a review. Is this the case in your situation?

[Edward283]

Hi everyone, 

I contacted Airbnb support after everyone's suggestions. They were 
extremely helpful in the matter. I basically explained the whole situation
to them and told them that I felt I was being extorted by a guest. I provided them with a 
screenshot of the whatsapp conversation I had with the guest. They agreed with my view
and immediately blocked the guest from providing any review/rating. 

I am still unsure whether the guest will arrive or not, but at least our place doesn't have to "pay" 
for the bad review/rating. 

Thanks for everyone's help, it's really appreciated. 

Regards, 

Edward 

[Branka-and-Silvia0]

@Edward283

did Airbnb canceled this reservation or not?  You could ask them to cancel without penalizing you because you don't feel comfortable to host him anymore... but then you wouldn't be paid.

Guest can't just pop up ... he should tell you the time of his arrival or otherwise you don't have to be at home, especially if he told you he will not stay.

I hate such situations, that's why I have flexible , whoever wants to cancel he is free to do it

[Edward283]

Hi Branka & Silvia, 

The reservation hasn't been cancelled and I won't request it either. He agreed to our booking policy (which is common practise where we are located).

Thats one thing that remains annoying, knowing that he's probably going to contact me at some random time. But that's ok, I can deal with it. 

I just don't feel that our establishment has to be negatively affected by people who cancel late. We all have different economic conditions in different parts of the world.. We all take a variety of different things into consideration. The reality is that the demand is high in our area but we are isolated to an extent, and we won't be able to fill the unit on such short notice. Therefore, we have it structured that way. 

When guests contact me further in advance, I gladly refund them as I know I will fill our place. But to be honest, I never have complaints about our booking policy.