Responding to a review - fake roach reports

[Breez19]

Hello everyone!

As short as possible, some of our guests performed actions inline with the "fake roach scam".

Let me clarify:

1) we have professional pest control services that come every time between our stays and report no infestations

2) we have professional cleaners who come every other week

3) In seven months of being here, we have never had a pest problem

4) given that it is a sub-tropical climate in Miami, and even with our best efforts, it is possible that a pest can enter the property

The group stayed in Miami during one of the most expensive (and busiest) weekends there: the ultra music festival. During their stay, they found a roach and sent a photo of it on their second to last day. When I asked if it was squashed, they went silent. Eventually, they respond that it is trash and note they have years of experience with AirBnB and have never filed a fraudulent charge.  Furthermore, they say the following:

"I'm familiar with the weather in Miami. Last time I had a similar issue in Miami, we were refunded."

Due to the sub-tropical climate, we explain that pests could enter and ask if we can help.  Until the night before checkout, they remain quiet. Their response is:

"The cockroach is unacceptable. I would like to be compensated. I’m not digging the roach out thé can but I have Live Photos of it moving"

We follow up with them and ask them to clarify their request. They remain silent. After calling, they tell us they cannot speak at this time.

A few days later, the guest leaves a review in which they blame the property for having roaches.

In the beginning, I took it quite personally since we have worked hard to achieve superhost status, and still strive to maintain it. And we certainly do not want our rating to dip. After the chat and the guest's silence, we felt like it was some sort of extortion...just to get a refunded stay for one of the most expensive weekends in Miami. However, I took a step back after accepting that Airbnb will not dispute reviews as truthful, and that they would leave the reviews up. I am going to use the circumstance to help service the community and prevent other hosts from being exploited.

I would like to hear some tips from the community:

What tips should I keep in mind when writing my response to the review? I want to stick to the facts and expose the facts, and also show how we did everything we could to assist, but the guest refused assistance. Is there anything else I can mention?

What should I know if a future guest reports a pest in a similar manner?

Thanks so much,

B

[Colleen253]

@Breez19  I see you have addressed the issue of pests in your house rules, and this is about the best  defense there is against a guest scamming a free stay. Sadly, it all comes down to Airbnb Customer Circus in the end. If the guest contacts Airbnb, they are likely to achieve success with a refund. You then have to fight to get it reversed, with a rare chance of succeeding. It sounds as though this guest wasn’t given a refund, though?

As to the review, just respond briefly and matter 

of factly, reiterating that as mentioned clearly in the listing, certain pests endemic to the area may, rarely, make their way into the listing from time to time, what you do to combat that, and what assistance you offer guests should they encounter one. 

If it happens again, and a guest demands a refund, just decline that, and direct them to your disclosure in the house rules, which they read and agreed to at booking, and offer your usual assistance. 

Prevention is always the best medicine, especially on Airbnb, with its anti host/pro guest mode of operating. Watch for red flags, and decline bookings from guests who indicate they may be problematic. Glad to hear you’ll be reviewing this guest appropriately to warn future hosts. Refer to the review guidelines to make sure you craft a review that won’t get removed. You’ll need to be a bit creative with language to get the point across without actually accusing the guest of being a scammer. 

https://www.airbnb.ca/help/article/2673/airbnbs-review-policy

[Debra300]

@Breez19,

The fact that the guest has previously reported roaches in a Miami property and received a refund is an indication that this has become their expectation going forward.  In my review, I would somehow passively mention that the guest shared this information with me.  I cannot attest to whether either instance were legitimate claims, but it does appear that the guest is reusing a proven tactic for a refund.

All of my listings are in tropical and/or woodsy areas.  I have it listed in my house rules that bugs and critters are prevalent, and guests are required to properly store or dispose of food and beverages that will attract them.

[Breez19]

@Colleen253 Your reassurance is greatly appreciated! That's correct, there was no refund. The staff at Airbnb could not do anything for me except offer condolences. This policy needs to be revised so that it can protect Hosts as much as it does Guests -- it seems anti-Host and pro-guest for sure. Currently, their policy allows any guest to say anything, as long as they don't earn high points on their violation scale...this is not very comforting for hosts who want a fair outcome.

Amazing advice too, thank you so much!

@Debra300 That's a great piece of advice! I will also make sure to include this in our rules. 

On a platform that must have good hosts that only want to serve in order to function, it is a shame that we are forced into such a defensive mode. Thanks for your help.