Dear Community,
We were called racist and accused of other offensive things by a guest that misbehaved and did not comply with house rules. Airbnb does not want to remove the review, or did not investigate the review and just ruled that the review will not be removed.
Here's what happened:
[Guest name] ( new to Airbnb ) booked a stay with us for 5 people.
He showed up with 3 cars and clearly with more than 5 peopl. They entered not only the rented space but also our private home without knocking. We first thought it was a misstake and they all seemd to be a nice family.
Later that night at 2:00 , after waking up due to loud voices and laughter we went to the rented space and the sapce was full of people ( at least 12). We told them that our houserules did not allow parties or entertaining of other people than the guests. Our house rules are clearly stated on our booking page and 3 times on a reservation overview that a guests get when they have booked.
We also noticed that 2 of the 3 cars were parked in the middle of the street , blocking thru traffic.
After 10 minutes we made a second attemd to end this situation for they did not act upon our first request to comply nor move the cars, nothing happened
So 10 minutes we addressed them again by telling them that we would inform authorities if they did not break up the gathering and move the cars.
We also did send them messages thru the Airbn system : Kindly to apply with the house rules and enjoy the rest of the stay.
We also contacted Airbnb and told them what was going on that night.
The cars moved at 3 that night except 1 car and the noise stopped at 4 that night.
The next morning we talked to them briefly and they were not amused, nor were we. Again we told them that they shoudl honor the houserules and that a family/friends gathering in the house is not allowed. We allow 5 guests, that is what he booked for and not 12. We do not know how many people stayed here that night. [Guest] said that he just wanted a stay with his whole family, again we stated that we could not honor that, he booked for 5 and this place is not suitable for a large group of people, or parties or gatherings
[Guest] left that day without notifying us, leaving doors wide open, while we were not at home. Airbnb was fully aware of everything that happened for we stayed in contact with them.[Guest] just wanted his family party and we were not allowing it so we guessed he had to turn elsewhere.
Now the real case:
Airbnb let [Guest] put a review in; A review that is completely of someone that is deliberately out there to rant, smear and above all to offend.
We were called racist for no good reason. We are a multi colored and multi cultural family and being called racist is extreemly offensive. The review is clearly placed out there to hurt us. Complaining about all there is to be put out there on a review ( putting 1 star on everything and leaving offensive and untrue remarks with them)
We notified Airbnb about it and we wanted it removed for it is clearly not a review, it has no real nor actual information that would inform a future guest about our place, it is just out there to "rant".
All people that we talked to at airbnb agreed upon the fact that we were in our right to ask complience with the house rules to[Guest], we also got paid the full amount of the stay he booked for.
However Airbnb does not want to remove the "review" without giving a reason why they did not want to remove this review and that is wrong in our opinion.
By letting a review like this stay on , Airbnb gives a platform to guests that can accuse falsly of racism, be offending and above all , out there to destroy good reputation of a host, just because they are angry. Angry because they had to comply with simple house rules and common courtesy.
Airbnb should not only protect guest and hosts for racism in general ( wich they do with they policies) but also protect guests and hosts from being accused of something that is not true and not let 'reviews' be part of a personal vendetta against a host or a guest.
What else can I do to get this review removed???
A part of the review [Guest] left:
Private Feedback:
Very rude and unprofessional. Very disrespectful and disappointed. Also racist.
Accuracy feedback:
Your guest mentioned some issues that weren’t accurately reflected in your listing description: listing description.
Cleanliness feedback:
Your guest suggested that your space could be cleaner in the following areas: strong odor, very dusty.
Check-in feedback:
Your guest had some issues with the check-in process: entering the home.
Communication feedback:
Your guest had some difficulty communicating with you at this part of their trip: check-in arrangements.
The review by [Guest]:
Very rude, very disrespectful, so unprofessional. I would not recommend anybody this home. They will bother you all night with their personal fight upstairs (they live on the second floor). So unsafe. If you want a peaceful vacation. Do not book with these bad people
**[Personal information hidden for safety reasons–in line with the Community Guidelines]
