Last week, a women made a reservation at our place, she was from Germany, said she stated she will come with her partner and her two boys (even though she only reserved for one but later changed this to three) as she and her husband have a construction job in my country. Three days before her check in date, she wanted to add more dates, a bit odd to ask this right before the check in date, but we agreed. Now here is where it became even stranger. We require the guests to check in from 11:00 to 14:00 unless we agree on other times because of guests having a far away trip. at 15:00 my husband suddenly got a message, that they would be late. at 17:00 the guests finally showed up.
But they were not the guests that made the reservation!! These were 3 Bulgarian construction workers, not the guest who made the reservation. This is a violation of Airbnb's policy, if you do not have Airbnb business, it was also never mentioned someone else would show up. Our rental place is on a vacation park, the park owner already was notified and he did not want them on the property as well, as he had allot of issues with these people already and requested them to leave. When my husband asked for them to leave, they did so, but not before threathening him and even the police eventually had to become involved.
The women in part was 'infuriated how we treated her' and was threathening with a bad review and her lawyer. I called Airbnb and they completely agree with me and the reservation was cancelled and her money was completely refunded. (Even though we lost money on this, our rental space is on the other side of the country, we wasted gas money getting there and of course the reservation money.) I was checking on local websites where you can find rentals, and she is well known for this, she has done this to more people who rent out in the region.
She now has left her promised bad review, stating we 'dont know how to treat foreigners', this made my 4 star rating plummet to a 2.5 as we just started on Airbnb. What can i do about this? Someone who violated Airbnb's policy and is reported on her profile as well, should not still be able to place a review! Should i call Airbnb to see if they can help me out and remove the review?