Host discussion on racist guests

[AussieSojourner0]

I'm wondering if there is a pre-existing Discussion board where other hosts discuss troubleshooting racist guests ?  and also the policies of not allowing such guests to leave unfair reviews.  For eg I know I'm a good host and many guests give me 5 stars but I recently had a guest, that I suspect is racist, and they couldn't even look me in the eye when talking to me.  They gave me only a 2 star - which is completely not in keeping with how other guests regularly give me mostly 5 stars - this is very unfair.  Not only do we as hosts have to withstand the indignity in real life - the racist guest is allowed to perpetuate the indignity by leaving a bad and unfair review.  As a non-white host, this is one my reservations - that I'd have to host a racist ... 

[Olivia-and-Olivier0]

I agree Jing, it is so unfair and I do believe karma will catch up with them... Airbnb is a community platform, but some people hope to take a "catcher glove" and give nothing back... I hope Airbnb thinks of a way to make this clear. In terms of refunding them, they say that is strictly the hosts' decision (but if the guest is inside, and you tell them you won't refund them ... i wonder how you might find the home once you get back)

[Anna1440]

Just happened to me literally few days ago ... I'm speechless. 

Exactly the same: avoiding conversation, eye contact upon meeting, vandalized house, cancelation without payment and racist comment in review.

[Olivia-and-Olivier0]

i agree, Anna, im sorry it happened to you too, it is so unfair and crazy how people want to be on a shared housing community platform, but act as if there should be nothing left after them. I also try to be clear in my description, so if they are not comfortable with the hosts or location, they are welcome to ...not book. But on a constructive thought...how can we address this with Airbnb and get something done?

[Anna1440]

How can we address the issue to Airbnb if there's no anti - discrimination policy for guests ?

[Anna1440]

So here is an update regarding my case.

First of all it was running for 5 weeks already.

I contacted Airbnb few times per week with updates both - via email & open case messenger.

After racist incident I'm about to close this account, so the comments don't really affect my bookings.

The reason I requested to remove defamatory comments racist left on my profile was for my own peace of mind and dignity. As an act of apology from Airbnb platform.

Yesterday I got the email:

Thank you for your continued dedication to resolving this issue.

As stated in our previous correspondence, I’m unable to remove, edit, or censor this review as it doesn’t violate our policies. We can only remove reviews if they go against our Content Guidelines.

Rest assured that all of your reviews are taken into account, and we’re confident they’ll speak to your experience within the community.

Further I want to inform you this is my last answer in this matter, as the decision is final!!

Thank you for understanding.

Best regards,

Martin

Not only I had to host a racist but I have an impression Airbnb was mad on me I reported the issue.

Airbnb assistants were ignoring my emails and messages for several weeks.

I provided multiply evidence  - pictures, screenshoots, witnesses reports proving Guest lied. None of them were considered by Airbnb.

It amazed me how easy it is to stay in someone's place for free and cancel penalty free if you use just few lies. According to Airbnb policy - everyone has a right to express their 'feelings' and 'opinions' about the place in review.

Does it mean the penalty fee cancelation decision can be made based on 'feelings' and 'opinions' ?

I believed it should have been made based on facts, evidence and the truth.

But i my case -  facts, evidence and the truth was constantly ignored to the point I felt annoying and problematic for the platform for fighing for basic human rights to be treated equal and with respect.

Does anyone else experience such an incident hosting a racist who unlawful cancelled penalty free,  stayed for free, caused damages in the apartment and made racist comments ?

What was the Airbnb response ?

I wonder if it's single incident or typical on the platform.

I was in touch with reporter who submit stories to international press and we were waiting for the outcome of this case

She was shocked how I was treated by both  - the guest and Airbnb after and very interested to publish it.

If there is anyone else who had such a horrible experience and was ignored like me - please get in touch. I want to hear other people stories and how Airbnb handled the problem. 

I believe together we can make a change and make honest users of the platform feel secure and protected.

[David126]

Reminds me of a conversation I was in where somebody who was clearly Scottish was addressed as being English.

Now obviously extremely offensive, but hardly Racist.

[Anna1440]

I don't understand the question.

What do you reffer to ?

[David126]

Calling someone American for example has no Racist connections, you can use other terms, may well be discimination against a nationality but not a race.

Russia is a very very  large area, covers many races.

For some reason people assume I am Australian, can be annoying but I do not get upset about it.

I do know Canadians get upset about being confused with Australians. Seems the OP is from somewhere in Eastern Europe. Part of  Russia is also in Eastern Europe.

[Anna1440]

David it's not particular about the word. Describing one's nationality as a matter of fact isn't racism itself - unless it follow certain opinion about this nation/race.

When I moved to USA I wasn't aware about the reputation Russians have here - because no one told me back in Europe.

First person of russian origin I've met in USA not  Easter Europe.

Unfortunately after a course of poor treatment by people who wrongly assumed I am  - russian/eastern europeanian - for them it was the same - I learned the hard way what they mean.

So apparently they assumed I'm either undocumented immigrant, scam or prostitute.

I work in fashion industry since 10 years and have many international achievement.

I'm here on extraordinary talent visa which is given to movie stars, singers - generally it's priviliged and very difficult to obrain unless you can prove your career.

But I'm very kibd and humble person in the same time.

I wear a lot of make up and expensive clothes at work - that's why in regular life I'm completely opposite - wear no make up at all and simple clothes.

That's what probably mislead guest to judge me as 'poor' russian undocumented immigrant.

Furthermore he felt obligated to share his fear with airbnb assistants and theatened me with the police for my 'crime' - as a result my account was closed after 1 call.

For me it's scandalous.

I kind of understand how black people feel when someone call police on them because they are black - so'probably' they are criminals.

I can't believe this ignorance happens on a daily basis in NY.

[Olivia-and-Olivier0]

Very "funny", but hardly on point.  Especially because English and/or Scotish were never brought in chains on any other continent and systematically belittled, discriminated an excluded. There is a traveler karma, and evolution has practical and funny way: it never misses anyone.

[Patricia1589]

Hi, I just wanted to note I’ve had very similar experiences. I can almost predict to a t who will give me a bad review. I just had a guest checkout early. Yesterday she met me. I knew by the look on her face that she was shocked to see a woman of color. The guests began to complain immediately about the parking space, and then they found a spot on the toilet, and an empty water bottle. They didn’t call me, or ask that I clean anything. For all I know it was their water bottle. Whew II meet white guests I get a bad review. If I don’t, the reviews are pretty good. I’ve had people lie (there wasn’t any heaters) people smoke, and people leave lengthy nasty reviews. This only happens when they see me or my family. I don’t know what to do other than try not to interact directly.

[Anna1440]

Dear Patricia,

I'm sorry you goes through that, trust me I know exactly how it feels.

In my case Airbnb closed my account and case is still reviewed after 6 months.

No one contacted me.

I did social experiment in the meantime.

I listed the same apartment with my american friend.

It get 5* continously.

Then I decided to showw up and greet guest.

Guess what ?

Ratings drop down to 4*

Here were some the reasons I've heard:

- apartment is nice ( it's brand new ) but kitchen is too small for cooking ( 2 people stayed for the weekend )

- linens were not ironed ( I literally put brand new )

- linens thread was too thin, bed was too small - I was suggested to provide queen bed - when indeed I do have queen bed

- apartment was good. 4* ( when I asked the guest why - he said I didn't provide enough keys and he have to make additional one! - without asking me, he complained as well I was out of the town during his stay - like he paid for my time 24/7 ? )

- apartment was great 3*

Then I stopped showing up in person and it get back to 5*

But I had guests calling management of my building to check my background and who I am  - because they were scared I'm a scam - due to my eatsern europeanian look and accent or requesting full refund for random reason - like address didn't 'match' ( apartment has 2 entrances ).

We hosted around 100 guests in few months to make this experiment   - that's the typical way court request to check this kind of accussations.

I can tell 100% when guest is nice and polite via messanger  but goes cold as ice after seeing me in person something is not right - and I know it has nothing to do with the apartment.

Unfortunatelly it seems to me like airbnb case managers are not trained and educated enough about racial discrimination.

I was told unless someone come up and tell me in face  - it's not a racism.

Although Human Rights Act state otherwise - both direct and indirect discrimination is forbidden. 

It's such a shame for a comapany as airbnb to hire ignorant case managers.

I was even asked once if I'm sure I can handle guests if I experience such difficulties - excuse me ?

It's like being discriminated for the second time.