Airbnb Less than Helpful Today

[Linda100]

Hello. I have tried to communicate with the Airbnb support people today and got two of them who simply wrote back with "canned" responses with no effort put in to actually help me. I asked to speak with a manager and was told no! I have had very good luck for years with Airbnb support, until today. I have been a host for 4 or so years with an exceptional record. Recently I had guests who broke several of my house rules and then left me a terrible review that stands out like a sore thumb since the rest of the reviews are "normal". The information this guest put in the locked feedback sections was horrible, incorrect, and downright mean and nasty. I've actually never seen anything like it in all of my years of doing this. I would appreciate an actual manager at Airbnb look into this and communicate with me. Please review the entire situation. Continually getting canned messages from reps who don't care is really heartbreaking when I put so much effort into being a really good host for you, Airbnb. Linda

[Emiel1]

@Linda100 

I noticed the review from R. and it is clear it can not be taken serious. Your comment on it is OK. Airbnb CS does not care about it, they only will remove a review if it violates their terms.  So better move on !

Best regards,

Emiel

[Linda108]

@Linda100   All your very positive reviews, this negative one stands out.  However, I agree with @Emiel1 , no one is going to take it seriously.  I am wondering why you accepted the reservation request when there is virtually nothing in the profile including picture or reviews or description.  Was he totally different in messaging?

[Linda100]

Yes, he was great/fine in messaging when booking.  I think the person who booked was the husband and the wife is the one who came unglued on the review. The things she put in the feedback sections were terrible and hurtful. Just mean. Yes, I'm sure we can conclude I should have never accepted the reservation to begin with but I do enjoy hosting new travelers who use Airbnb for the first time. I would hate to become someone who wouldn't give a new user a chance because of something like this. I am just super disappointed in the Airbnb support team's performance today. 

[Sarah977]

@Linda100  That review definitely stands out like a sore thumb and the fact that he/she wrote it in all caps just makes it look more unhinged. No prospective guests are going to take this seriously amidst all your other great reviews and your response was professional, and makes what went down here quite clear. Whatever she wrote in private feedback, while it understandably was upsetting, isn't visible to anyone else, so I'd just try to put it out of your mind- there's nasty crazy people out there and it's best to give what they say or do as little thought and energy as possible.

I do hope you flagged them.

[Hugh0]

Airbnb places NO value on hosts. They just want hosts to drink the cool-aid and shut up.