Dear Airbnb Community,
is my first time since last 2 ,5 year when I am writting here. I have got a horrible review from the guest who did not even show up. All booking was very strange. My apartment is huge and many times I had attemps of "party" guests. This time gentelman booked with the intention to spend amazing 4 nights with his wife due to their anniversary.
What happened:
1. I dont check in ppl when they are not together arriving ( avoiding gatherings or gigs ) so in this case first he said his wife is working until 2AM - I said I am fine coming even so late to check in
first day he did not show up
I informed immediately Airbnb
2. next day I texted what time he is willing to check in
he said around 23:00 and that he argued with his wife ( ! ) and would be staying alone
I said pls alter then the booking
Contacted again Airbnb and previous Case Manager was involved
I've even offered altering the booking cause renting huge Duplex was a big cost for him
She called the guest and advised him
He did not show up second day in raw
never picked up my phone
3. next day he started to sabotage me to cancel the booking and that he dont know the address ( !) and check in instruction ( he was instrucetd by me in writting and then Case Manager)
After all this mess I received a review
"SCAMMER DO NO BOOK WITH HER TRYS TO SCAM YOUR MONEY AND THINKS SHE CAN GET AWAY WITH IT"
i have asked Airbnb to remove it as one time exception
This review took ur Superhost status away ( one year I was working very hard to get it when in May 218 I had party ppl and did not let them stay in and got 1 * untruthful review).
Airbnb 3 x declined me removing the review as it is not violative.
Noone takes the whole story into consideration. and I know from my other experienced friends with Airbnb ( 7 years expirience ) that there are exceptions done
This review is a last one
Next ppl who are wirtting to us with enquiries are reffering to this
I feel powerless
I dont know what to do ?!?
Please help.
Bests,
Mira
Hi Mira,
Apologies for the late reply, I was out of the office for 2 days.
I am sorry when there has perhaps been someone who promised you to remove the review. I have checked the review with our content policy, I have also asked several other colleagues and my supervisor to check it and there is no ground for us to remove it.
When a reservation is cancelled on the day of check in or during the reservation, both users, guest & host are allowed to leave their review about the experience they had up until that point.
I would still encourage you to write a public response to the review. Anyone seeing this review, can also see your public response.
As mentioned, according to us, there is no violation of the content policy. Please do let me know if you feel that our content policy (https://www.airbnb.co.uk/help/article/546/) has indeed been violated and please point out where so we can verify it.
Kind regards,
Robert
www.airbnb.com/help