Reviews during damage dispute

[Rachel1116]

Are renters able to leave reviews during damage disputes? Everything is so ‘review centric’ that is seems counterintuitive to let this happen, but I want to check as we will likely have our first claim this week. Thanks!

[Branka-and-Silvia0]

@Rachel1116 

yes they can leave a review, and you can leave it too. If you do, don't mention damage claim or Airbnb involved in resolution because your review can be deleted because of it.

[Lisa723]

@Rachel1116 Yes... and make sure you review the rules about when/how to submit the claim: https://www.airbnb.com/help/article/767/what-is-the-resolution-center .  If you think the guest will anticipate your claim and be unhappy about it there is not much you can do about a retaliatory review other than respond briefly and professionally so other propective guests are reassured, and/or hope their review violates Airbnb content policy so you can get it removed. If you think the guest will not anticipate the claim and would otherwise leave a good review, you can try to postpone the claim until the review is posted, but this is tricky if you have another guest checking in right away (which closes the window to file a claim). Sometimes leaving your own review will trigger the guest to leave theirs.

[Anna9908]

@Rachel1116 I had a recent issue with a guest. He stayed and caused $145.00 worth of damage to an interior door. When I confronted the guest about it requesting he pay for the damage. He denied he damaged the property and joked that he saw it when he arrived.  I know they damaged the door because I was there and my cleaner was onsite examining the property before he arrived.  Immediately after I confronted him, he got defensive and left me a review.  That's when I decided to get airbnb involved. To be honest, I think I would have just let it go, if he didn't leave me a review.  My hope was that airbnb would pay me out for the damage. Would they pay out for the damage, NOPE! So then I asked if they would remove the review because it was clearly biased and sent in retaliation. Here is the example, he gave me an overall 3 stars, but rated me a 3, 4, 4, 5, 5, & 5 on sub-categories. AirBNB refused to remove it. I told them it was biased and left in retaliation. Even in the review, the guest states the property was amazing. 

Here is exactly what he said:  “great cabin; 4wd is no joke. but please do a thorough inspection of the place as soon as you get there; door jams, locks, windows, appliance, etc , and report any and all issues IMMEDIATELY as the owner will hold you liable for the damaging if you did not report the damages. the three stars are not because of the cabin; the space is wonderful and the amenities are great. the cabin was spotless when we entered and felt like home. two stars were taken for the fact that we were flat out accused of damages we didn't commit, which have otherwise ruined what was a great trip for my girlfriend and i. also, there are no blinds in any of the house so you do feel a little exposed at night.” 

Shouldn't this be removed?

Airbnb support sent me this message: "Airbnb’s review policy guides hosts and guests to write reviews which are relevant and will help our community make informed booking decisions.

We examined the content of this review, but we did not identify any violations of our policy. For this reason, we are unable to remove the review from the Airbnb website."