Bad reviews when starting a case against guest

[Jj59]

I have recently started a case against a guest and requested money. They had a party in my house and damaged stuff. I was just wondering whether they are now able to leave me a bad and dishonest review because of that?

[Ian-And-Anne-Marie0]

@Jj59 

Unfortunately, yes 😞

sadly, guests are not fully mature adults, they will take the opportunity to defame you for their own misdemeanours. It's not their fault they damaged stuff is it !! (Of course it is - they don't like being called out on it).

[Jj59]

@Ian-And-Anne-Marie0  thanks for the response. If the review is dishonest will AirBnb remove it?

[Mike1034]

@Ian-And-Anne-Marie0  According to my pas experience, the review of retaliation will not be removed unless its content is in violation of Content Policy. Airbnb's Content Policy does not exclude retaliation even though they are lies.

However, depending on the Customer Service person in contact, you may be lucky to get the review removed.

[Ian-And-Anne-Marie0]

@Mike1034 

There are no exclusions regarding retaliation but lying is (sort of) specifically excluded as 'false' and 'defamatory' TOS 5.8 specifically cite defamation ('dishonest reviews' - damaging the good reputation of someone; slanderous or libellous.) :

5.8 You will not post, upload, publish, submit or transmit any Member Content that: (i) is fraudulent, false, misleading (directly or by omission or failure to update information) or deceptive; (ii) is defamatory, libelous, obscene, pornographic, vulgar or offensive; (iii) promotes discrimination, bigotry, racism, hatred, harassment or harm against any individual or group; (iv)...

@Jj59  Worth bearing in mind to quote to CX representatives if you need to. It might make a difference as those are Airbnb's own Terms of Service for all users. Useful if you can point them to the specific terms.

[Mike1034]

@Ian-And-Anne-Marie0  Thank you for pointing me this out. I will try to use it when I get a retaliatory review next time.

Last time, when I contact Airbnb support, the only thing they quoted me was the Content Policy. In Airbnb site, they only refer to Content Policy for removing a review as well.

I wonder how customer service will respond when the Content Policy does not contain something mentioned in the TOS.

[Ian-And-Anne-Marie0]

@Mike1034 

I wonder how customer service will answer when the Content Policy does not contain something mentioned in the TOS.

Lying isn't mentioned... Maybe you need to say that the review is 'false' ?

It may not make any difference to CX but you can be factual.

[Robin4]

@Jj59 

If you have made a claim against the guest for compensation, you are I am afraid guaranteed of a bad review. And yes, they will be offered the opportunity to leave a review.

The best thing you can do here is try to build up some protection for yourself.

As you have a ticket open with customer support get onto them and ask (don't demand) what help you can get if a 'retaliatory' review comes in directed against that damage claim. Now this puts CX on the spot because retaliatory reviews are not allowed and coupled with the fact that the guest broke your house rules and staged a party this will be duly noted in your claim file. And when that bad review comes in I am sure that CX will back you and remove it. The secret is to be nice and pleasant and get them batting for you, not against you.

Give it a go, I would love to know how this pans out!

Cheers......Rob

[Ian-And-Anne-Marie0]

@Jj59 

I'd try what @Robin4 suggests and contact CX. Normally only reviews which contain personal details or direct allegations get removed.

The review process is pitifully flawed in situations like this.

[Robin4]

@Ian-And-Anne-Marie0 

Yeah Ian, we have to call it by our own experiences, dealing with support is a totally unknown equation, you just don't know how it is going to go. And the frustrating thing is personal thoughts and feelings do enter into the way individual support personnel interpret messages and problems. 

Your issue may be treated one way in Dublin, another in San Francisco and yet an entirely different way in Manila!

When I offer that advice Ian, it is from my own experience! I did have a loopy guest here last year and I did expect a poor review. She called Ade and I creepy and left after two hours!

I got onto CX immediately and explained what had happened, CX reviewed the conversation stream and her comment was..."Oh goodness me I am sorry, what's your expectation of Airbnb?" I asked what protection, in view of my past review history could I get if the review turns out to be as strange as the guest. She said to me....."I have made a note on your file and put an alert on this stay. If a review comes in from the guest it will come to my attention and I will make a decision to remove based on it's contents" ....and Ian that is exactly what happened, I did not have to do a thing after that. No review appeared from that guest, my review remained on the guests profile until she closed her account and that was the finish of the matter! I received an admin email asking me how I found the service I had received from that CX and I responded.....fantastic, first class, could not have asked for more!

So this is why I advise the way I do in situations like this! I know I come across as sticking up for the company in these cases.....I do it for a reason, it works!

Cheers......Rob

[Jj59]

Thanks Rob. Whats the best way of contacting CX? 

[Robin4]

@Jj59 

I would suggest by phone, but you may have to pick your time of day to strike least traffic!

Here is the current UK number.......+44 203 318 1111  

The other option is Twitter. Although I have not had the need to use Twitter I am lead to believe the staff that man the Twitter feeds have a higher level of expertise than the phone pool.

To use this option proceed as follows....... 

Step 1: Log into Twitter

Step 2: Search for @Airbnbhelp and choose "Follow" them.

Step 3: Send a Direct Message (DM) explaining your issue and wait for their response.  They may ask for information such as your listing but always provide it over DM so it is not public.

You will find the response is prompt, generally within 10 minutes

Good luck with this and I would love it if you kept us informed. It enables us to give better advise if we can relate personal experiences.

Cheers......Rob

[Ian-And-Anne-Marie0]

@Robin4 

OK, you convinced me. I now have a Twitter account - ready and able if needed... @cannybrowbarn

[Kelly149]

The one addition I'd make to this thread is that CS, MIGHT remove a retaliatory review (I have personally experienced this), but it is wrong to say that they WILL remove a retaliatory review (bc we have seen plenty of stories where they should have but did not).

So, any damage claim is a luck of the draw and one always needs to weigh the dollar amount vs what a potential bad review does to your stats.

good luck

[Ann72]

@Jj59 It also depends on the size of the claim.  I've made three modest claims recently, each for under $100, and each person still left me a positive review.  So it's not a given that you'll get bad reviews.  It helps if you've had excellent and positive communication with the guest up to the point you make the claim.  If relations had broken down by the time you made the claim, you will be more likely to get a bad review.

But remember - you can respond to a bad review.  Just keep your response short, professional, factual, and light.  Most potential guests can see a one-off bad retaliatory review for what it is.  So if I were you I'd pursue the claim and to hell with the review.