We had a disgruntled guest who has left a review and I afraid to answer - will his be shown

[Toni172]

We had a situation where a neighbouring unit had to have some extension plumbing work done and the noise was really bad.  We told our guest this was going to happen but they were not happy that it went on so long.  It was their last day and so I refunded a days rental.  His son made the booking and he eventully started writing and carrying on about how we ruined their holiday (they had stayed a week until this time)  They have written a review which I suspewct is not going to be that good - If I don't writew a review will theirs be displayed anyway?

[Sarah977]

@Toni172  Reviews are published after both parties have submitted a review. If only one party writes a review (host or guest) that review will be published 14 days after check-out. So not submitting a review will not prevent the guest's review being published.

At this point you don't know for sure if they have given a bad public review. If they do, you can respond to the review. But keep it short and professional and non-accusatory. 

And make your review of them honest- if they were clean and followed house rules, mention that, if they were troublesome (aside from being mad about the noise) , be honest about that towarn other hosts.

If they mention the noise issue in PRIVATE feedback to you, do not mention it at all publicly. 

[Toni172]

Thank you Sarah - appreciate your feedback.

Toni

[Helen3]

Oh dear @Toni172

Mismatch in expectations between the person who books and the person who stays is one of the many reasons you shouldn't accept third party bookings which are contrary to Airbnb's T&Cs.

It sounds like you also haven't quite got to grips with the basics of managing your listing. 

As @Sarah977 mentioned a host or guest review becomes public after 14 days regardless of whether you leave one.

Just leave an honest, factual review. Point out good points about their stay and say unfortunately some one off,  unexpected,  building work by a neighbour occured on the very last day of their stay and as soon as you were aware of this you refunded them in full for this day, so they could find alternative accommodation. 

Do have a look at Airbnb's Help Centre and the guides on these forums to help you understand more about how Airbnb works.

[Toni172]

Thank you Helen - I have learnt a few things this week!!

Toni

[Letti0]

@Toni172  I am not clear on this did the son actually stay in the unit? Because if he did not he can not leave a review it violates the content policy. This would be a third party booking which is against AirBnB's terms of service and then you can have the review pulled for this reason. If he did in fact stay all you can do is reply that you refund the day of the work and you had forwarned that this work was going to be done. You can apoligize that their week long stay ended on the day of the work being done, that's about all you can do. 

[Toni172]

Hi Letti,

The son did not stay - the couple were old and not very computer savy - the son did book them in as every time I wrote to them with directions etc he was always the one to answer and say he would let them know.  After many comments backwards and forwards and explaining my side of the story he sent me their email.  I wasn't prepared to do anything with that - I want everything on show on the airbnb site so its all totally transparant so airbnb can see what has been said.

I did apologise profusely, gave them a refund for the day - which he even bitched about because - as you know - I gave back what I received but he wanted what he paid - 2 different amounts.  He even said I had a hide to push them out the next day because I was ready to clean at 10.00 and they wanted to leave at 12.  I said check your reservation - if you didn't explain to them that the check out time is 10  it is not my fault.

Anyway I have decided to reply - maybe I'm worried for nothing.   I'm guessing that everyone will see all the other reviews and make up their own mind.

Thank you for your reply I will take that on board - I did not know that.

[Letti0]

@Toni172  If the review ia bad it can be removed as the son did not stay there. It violates the content policy AirBnB has. He did not experience the home to review the home. 

What is Airbnb's Content Policy?

By posting content in public areas on Airbnb, you agree to abide by these guidelines and all other Airbnb policies. We reserve the right to remove any content, in whole or part, that violates these guidelines, our Terms of Service, our Community Standards, or for any other reason at our sole discretion.

Reviews

• Reviews that do not represent the author’s personal experience or that of their travel companions
• Reviews incentivized by a promise for payment, additional services, or a discounted rate
• Reviews motivated by a threat of extortion (review our Extortion Policy for more info)

https://www.airbnb.com/help/article/546/what-is-airbnb-s-content-policy

[Quincy]

Hello @Toni172,

Welcome to the Community!

I'm sorry to hear about this. Have you seen the replies given by Sarah, Helen, and Letti? 

[Victoria567]

Hi @Toni172

Of course the guest review may be shown.Write your own honest factual review of this guest.

There are  2 sides to every story make sure yours is clearly visible.