False review

[Fabian76]

Hello, I wonder if someone can help with a false review written by a guest. The guest asked for 6 beds, but had paid for 3 only. I wrote them a message saying they must alter the reservation and pay for the extra beds. No respond. Later they showed up and were trying to force the guy who was giving them the keys to keep quiet in case others show up later. They said it happens regurarly on airbnb and he should be more polite and understand. Our helping guy was strict and repeated saying they have to alter the reservation in case other people stay overnight. They didn't like it and argued it's no additional work to accomodate 6 and that he could always tell me, the owner, that just 3 people came. When they left, all the beds, the linen and towels were used, extra people were seen by neigbours. I let it go as it was the first negative experience with hosting, but they left a review claiming the reason for me being strict and "unpolite" as they saw it, was the colour of their skin. They did exactly the same thing (paying for 3, staying in a group of 6) once before, as it is mentioned in their reviews page. I feel it is harmful to our hosting business and very unfair as the review is false and misleading. They tried to force the helping guy to keep quiet and were very disrespectful. Is there any way I can, as an identified member, report this guest for writing a false review and for behaving against the house rules and not paying for the extra people? I only found the option to report the review anonymously. Many thanks for help.

[Rebecca181]

@Fabian76 So sorry this happened to you - I had this happen to me once (a party of 4 suddenly became a party of 10, including an infant, plus a dog). One thing to note is that unregistered 'guests' are not covered by the Airbnb Host Protection program. This is why the guest can be evicted immediately if they try and sneak in extra (unpaid) 'guests' - at least that is my understanding. And Airbnb will call the guest themselves and do it for you, so I've read and been told. You also have the option to adjust the reservation and charge them for the extra guests. But your guests are now gone. I wonder if you can charge them still, and if they do not pay, you can take it to the resolution center. Regardless, I would bring Airbnb into it immediately, regardless of which way you choose to go, if this were ever to happen again. In the meantime, it sounds like you are concerned that if you handle it in the manner that seems fair and right to you you will be charged with 'discrimination' in retaliation for your sending a request for extra guest fees (which you still can do, I believe)  and / or leaving an honest review. This is why I would report all of this to Airbnb as soon as you can and also document everything in case you are charged with discrimination - Have the co-host who greeted your guests and interacted with them write up some sort of documentation as well. This is what I would do if it were me. Unregistered 'guests' put hosts in a terrible position, not only in terms of extra cleaning and extra wear and tear on the rental, but also in regard to having financial compensation should said unregistered guest damage or destroy your property. Keep us posted and I hope this information helps. I'm sure other hosts will have good suggestions as well, but do let Airbnb know what is happening. A discrimination charge and/or a bad review can have serious repercussions and you are right to be concerned.

[Emiel1]

Hello @Fabian76 ,

- You have the ability to write a public comment on the review (if time limit has not expired).

- You can report the guest to Airbnb (the link, with a flag, is almost at the top of the guest's profile)

- You can contact Airbnb to complain about this guest's behavior and his review

BTW You did not review the guest yourself !

Best regards, Emiel

[Gordon0]

Fabian

You have not helped fellow hosts by not leaving a review detailing this guests' behaviour. Can I ask why?

In the meantime, get in touch with Airbnb to discuss.  

[Fabian76]

Thanks for the replies. I know I made a mistake by not leaving a review. As I mentioned before, it was the first time negative experience and I just wanted it put this all behind me.

I started this conversion as I truly can't find the way of contacting airbnb. All the ways I'v been trying lead to community center page. I will appreciate any help.

Many thanks.

[Emiel1]

Hello @Fabian76 ,

Try Airbnb Help: contact (choose : "it's something else")

or

Contact Airbnb - A Community Help Guide [UPDATED]

Best regards, Emiel

[Deborah135]

Airbnb's phone number is 855-424-7262. Be forewarned, though, Airbnb is very partial towards guests and does not support hosts even when it can be proven that guests have written a false review. Even when guests violate your house and your house rules, Airbnb will be biased towards the guests. They do not care about hosts.

[Deborah135]

Another number is 415-800-5959.

[Fabian76]

Ok, thanks to all for your help. All the best with your hosting!