We had guest that wanted to end their stay with us because one of them is super alergic for cats and could not stay in the shared living. We offered them a solution and they told us to think about it. Then out of nowhere I received an alternation confirmation. The guest had contacted Airbnb and Airbnb support just changed the reservation to end that day. Airbnb didn't even contacted me!
The guests were able to make a review because the stay was not cancelled. They made a very bad review. Together with other situation in which guest didn't respond to messages, didn't show up and made bad review (Airbnb should have canceled the stay but didn't and also don't want to remove the review) my year average dropped to 4.7. Now I loose me super host status which I already had for 2 years and Airbnb support tells me they will not remove the review.
More explanation: The guest wanted to end the stay because of the cats. Ofcourse we state there are pets (cats) living on the property and it's all over our reviews (because most people really like Ollie). We told the guests we understand but it's in the listing details and they booked a guestroom (no cats there). Then they added there was construction noise in the house. We had some construction noise during the day, but we had told them up-front there was construction going on.We told the guests the potential for noise during working days is also in the house rules and we are very sorry they missed it.
Because we are always booked and we don't want a bad review we told the guest we will find a solution. I told them we do not cancel a stay because we loose super host status and we are sorry but we didn't make the fault. But because we were sorry for the guests we offered them to stay at other property of us (they booked our guest room, the property we offered was whole house, seriously good location and nice). The people told us they will think about it. So they went to work and a few hours later I received the alternation confirmation.
Because Airbnb just changed the reservation and didn't back me up by telling the guests they made a mistake not looking at the house rules, the people think I'm a bad host. They are very rude in message and told me to not contact them again because Airbnb fixed the problem for them.
So I contacted Airbnb and they confirmed they should not have alternate the stay without contacting me. So Airbnb give is full refund. But they don't want to take away the bad review and this is very painful because I loose my super host status which I have for 2 years because of this bad review. I contacted Airbnb and they told me they will not remove the review. Also the case manager was quite aggressive when I asked to reconsider since Airbnb didn't back me up, made a mistake in the process on which I look very stupid for the guest.
Please help me with this one, kind regards,
Emiel