I had a difficult guest who broke the house rules, showed up with more guests than she paid for, and left a mess. I left a review accordingly, specifically stating that I did NOT recommend her to future hosts. She called Airbnb claiming my honest, objective review was “unwanted contact” so they removed it citing harassment (?!). I’m utterly stunned. So much for integrity, Airbnb! If hosts can’t forewarn other hosts about bad guests, what’s the point of reviews?! Feeling abused and unspportd as a host, I’m compelled to delete my listing altogether. This is shameful.
@Stephanie Don't worry, its annoying, focus on your nicer newer guests and forget her, gone, dusted, some other host will suffer next time she books! We all need a list, name and shame list, prob not on this site, another whereby we can check....!!! take care.
@Stephanie, wow, that is shameful. @Syl, I don't agree with your synopsis of the situation. The whole idea of honest reviews is that other hosts shouldn't have to suffer! What is the point of the review system if Airbnb can just remove a negative review at the guest's demand? I'll bet anything they wouldn't remove a host's unfair negative review... I'm really sorry that happened to you Stephanie. Shame on you Airbnb!
So, Airbnb acknowledges @Stephanie as a super host and all the hosting it takes to get the distinction, but goes to the lengths of removing a bad review because the guest didn't like it. That truly is shameful and very bad for business. I wonder what Airbnb offered @Stephanie as an explaination for that poor judgement. I'm curious if it is common practice for Airbnb or poor judgement on the part of a particular Airbnb case manager. Sorry that happened.
@John @Syl YES! That very guest. Time seems to have gotten away from her and she forgot(?) to leave me a review, so once the 14 days passed only my review of her posted. She seems to have realized this yesterday, and called to have it removed - and it was..with a note to me that she found it to be policy violating for unwanted contact/harassment. (Mind you, I’d reported this user’s profile weeks ago which also thereby barred my access to her, so we’ve had no further contact until the review posted). After two prior claims brought by this guest were settled in my favor (they did deny her the refund she demanded for violating the house rules), isn’t it a contradiction that they disallow my negative review? How can I be sure, as a host, that I’m not exposing my home and family to other badly reviewed guests who simply called to have their feedback removed? What integrity is there to a double-blind review process where Airbnb intervention can be invoked to benefit one party? Why is the word of their Superhost not enough to stand? I have so many problems with this.
@Stephanie This woman is an experience scammer, I had one of those and they spill their bad selves everywhere. We learn to pick them out in future, and avoid those types to host. Only way forward is to be rid of them forever. Cheers Steph!
(note: you will get requests/inguiries again from similar traits but check what type of reviews they leave their hosts, you can gage it and find a way to decline them).
@Stephanie @Syl, I'd say she probably makes a habit of this not only on AirBnb but in life in general. I'm sorry you had to have the misfortune of running across her, but at least you didn't have to give her a refund, so at least that portion worked out and it's great that she didn't leave you a review at all, as it would have been negative.
It does seem from most stories being told that AirBnb typically unfairly rules in favor of guests. If a person is a Superhost without a history of frivolous claims, AirBnb should at least attempt to be more fair to hosts.
@John Its obvious airbnb allow them to get off, these scammers continue to use airbnb to book their stays and its money, how do they (airbnb) not realise it can come back to bite them from another one of their stays, these people are disturbed and need professional councilling!
Im having one of those nightmare guests right now. How do u check the reviews they have left hosts?
This guy had great reviews and yet in one night has made us feel not only uncomfortable but unsafe in our osn house.
@Sherry ANYTIME you have a guest that makes you feel unsafe in your own home you call AirBnB and have them relocated ASAP. AirBnB's platform was built on Trust and Safety. Document it in the AirBnB messaging system something like: Your behavior-actions-etc. is making me uncomfortable and feeling threaten and unsafe in my own home. I am going to call AirBnB right now to have you moved to a place better suited to you. As soon as you hit send call AirBnB.
United States and Canada
That really angers me!!! They need to be on the side of the host, especially if you had issue before and the decesion was in your favor as you said. We need to send more communication to them stating that we need to be comfortable with these people we allow in our home, and which they make a nice piece of change on allowing us to do that. !!! We need, should expect and demand 100% support from Airbnb. If things get worse and we don't get that support, the thing that comes to mind for me is a 1 day boycott. Sorry you had to go through that.....I STAND WITH YOU IN SUPPORT!!
Airbnb gives priority to guests, which is a terrible philosophy. Airbnb is a service and does not have a product, the hosts have the product, without hosts there is no Airbnb.
I am a super host, and I had an insane guest leave a bad review that was a lie and inconsistent with my hundreds of positive reviews. I contacted Airbnb about removing the review, and they said absolutely not. They said they never remove reviews as it would defeat the Democratic process (whatever that means), and that I shouldn't worry about it, because potential new guests will see all my good reviews and ignore the one outlying bad review.
I am stunned they deleted your review, especially after they told me they never delete reviews.
I had another experience where Airbnb favored the guest over the host. My cancellation policy is moderate, where if you cancel the reservation within about a week of the reservation, you're on the hook to pay. I had a guest cancel the night before (12 hours) their reservation and Airbnb refunded all of their money. This was in complete contradiction to the policy . This was also during peak summer season and I directly lost business and money preparing for the guest. Airbnb said they can override your cancellation policy if there are extenuating circumstances. My guest claimed her daughter was injured by a horse, so Airbnb believed her and cancelled the reservation and gave a full refund.
The policy is discriminatory, because it is allowing some Airbnb customer representative to decide which story they want to believe and whether it's considered extenuating. For example, an honest guest with poor communication skills may have legitimate extenuating circumstances and Airbnb will deny their cancellation request. However, a lying scam artist guest with slick communication skills with illegitimate extenuating circumstances can cancel reservation and get full refund
The cancellation policies we have are chosen by the host, but they are written by Airbnb. It is ridiculous that we choose an Airbnb cancellation policy, but then Airbnb can override it. The point of the cancellation policy is so we don't have to decide what excuses are legitimate or not, it is supposed to take the discrimination out of the equation. The policy is supposed to be straightforward, for example if you cancel before certain date you get your money back if you can cancel after a certain date you don't get your money back.
There have been several instances where Airbnb favors the guests. Airbnb needs to treat hosts and guests equally, because Airbnb needs both hosts and guests, because there is no Airbnb without both.