Removing a Retalitory, "One-Off" Bad Review

[Paige12]

Another disappointing conclusion by Airbnb's customer service about the removal of a review that falls perfectly within Airbnb's removal policy. We hosted "Kamal" recently and after several attempts to communicate with him about him ignoring several of his checkout cleaning obligations with no response we requested a small $50 additional cleaning fee (which he agreed to within our Reservation documents prior to entry) and in retaliation he immediately posted a demand for a $1,000 reimbursement from us (over one week after his departure mind you) for what he lied and claimed was a very unclean property as well as lied about an a/c that wasn't working at peak capacity for a few hours as being "out for a full day". He also posted the worst review we have ever received in 11 years of operating.  Although his overall rating for us was 1*, he listed all of the other (except for cleanliness) ratings that should equate to the overall by themselves as far in excess of that obviously because he was upset. 4* for "Accuracy", 1* for "Cleanliness", 4* for "Location", 3* for "Value", 5* for check-in, and 5* for communication and yet Airbnb customer service denied it's removal. So in essence, other than the 1 star he listed for "Cleanliness" we are a 4.2 star average according to him except for cleanliness which if added and averaged in would me we are a 3.6 according to his own choices. But we also shared the check in receipt document (below at the bottom) with customer service proving that during the day they checked in and immediately after their own inspection and walk-through, they signed (by an authorized member of his group who arrived at the property first) a document stating that the property was received in good, clean, as advertised condition".

This besides that fact that it is obviously an outlier review, one of which was so far from 100% of our other reviews and only posted along with his fraudulent claim for the $1k. How can customer service ignore these facts and what can we do about it?!?

https://www.airbnb.com/progress/reviews/details/424557056215984254

**

**[Sensitive information removed in line with - Community Center Guidelines]

 

  

[Paige12]

@Ann72We ask our guests to sign a "Property Condition Receipt" only after their 1) Arrival, 2) their participation in a required walk-through with either the Owner or one of his representatives, 3) their agreement to the language contained in said receipt specifically:

" Vacationer has just completed his/ her walk-through and is fully satisfied with Operators’ walk through and orientation of the Vacation Home and his explanation of the Vacation Home’s emergency procedures, safety requirements and general operations of the Vacation Home and the Property and agrees and acknowledges that the Vacation Home is hereby received in Good, Clean, As advertised, As described, Acceptable and As-Is Condition. Vacationer further acknowledges receipt of Four (4) front door keys all of which shall be returned to Owner (or left within the unit on top of the fire-place mantle) on or before the Departure Date as described in the Reservation Agreement. Vacationer agrees to pay for the replacement of keys and or any re-keying of locks if any of the above-mentioned keys are not returned to Owner on or before departure.

I agree to the above terms and conditions"

The language regarding "AS-IS" was taken from and originally used in our long term leases when prior to operating as a vacation rental the units were leased on a long term basis. We allowed prospective long term tenants to inspect the property, personally, professionally or otherwise prior to signing our lease and voice any condition objections up front so as to allow us to know what improvements, if any would be expected or required by a long term tenant upfront instead of after the fact. So we thought it prudent to utilize a similar inspection and acknowledgement of the condition of the property by vacation renters. If for any reason they do not accept the condition delivered or believe it is not in a  "Clean, Good" or "As advertised" condition, they are more then welcome to voice that to us as well as the platform in which we received the booking from. This unit was cleaned the day of this groups arrival and finished within an hour or so thereof. The owner greeted them, provided access and performed the required walk-through. The property was perfectly clean as the owner supervised each cleaning himself being he lives in one of the second floor units at the very property. He walked this group through the property and he does so explaining everything about the property in detail from top to bottom, from the operation of the A/C, removal of garbage, placement of Fire Extinguishers, sleeper sofa-beds (and more inside) to the BBQ, to launching the Stand Up Paddle Boards, Kayaks and more outside. He walks them through and explains the Guest Handbook we provide which reiterates most of what he speaks about in the walk-though and more.

This group had plenty of time to voice any objections to both us and Airbnb. As you all know Airbnb holds the payment to the operator until the day after arrival in the event a guest does object, Airbnb can withhold payment but that didn't happen because there were no objections.

[Laura2592]

@Paige12 you seem not to understand that when you post and ask for advice, you will get it. If others notice things that seem off, they will share. This is the generous nature of this community. You obviously don't agree, nor do you have to. You can take the advice, you can ignore it. But wordy, emotional screeds in defense of your business practices are totally unneeded. Don't like what someone says? Move on. 

Sometimes hosts post here to get agreement. When they don't, they are bothered. I am sorry if any of my observations, or anyone else's, are upsetting. Your original question has been asked and answered a few times. Time to put this one to bed. Best of luck. 

[Paige12]

I'd really appreciate a show of hands from everyone who thinks that Airbnb needs to follow through with their promise of protecting the owners from "One-Off" Bad Reviews by clicking the thumbs up icon below.  The "One-Off" promise I'm referring to can be found here: https://www.airbnb.com/resources/hosting-homes/a/airbnb-answers-protecting-you-from-one-off-bad-revi...

[Mike-And-Jane0]

@Paige12 Airbnb have already implemented what they said they would. Where they were clever is calling it dealing with one-off bad reviews when it doesn't.