Is this feedback extortion?

[Stay-Asheville0]

Here's a condensed but directly quoted version of a message I received from a guest.  Is this feedback extortion?

“I’ve been struggling with this review and have been contemplating what to say. I feel like I completely got ripped off... I am not one to write a bad review but I feel it needs to be brought to the owners attention how much this place is lacking... If there is a way to refund me some or all of the money I paid for staying here, I would greatly appreciate it. Again, I don’t like to leave bad reviews, but I don’t want other guests to have a similar experience because they might be more inclined to write a bad review without bringing it to your attention first. 

[Kelly149]

No way to know what CS will say at any given moment but certainly seems worth a try. 

Just for grins, you could first ask what their concerns were. Maybe you’ll get some useful info

[Sandra126]

You have 2453 reviews! Wow, that is an astounding amount. Even if this guest was to post the review, it would disappear in a nanosecond under a mountain of fresh reviews.

I would bring the threat to the attention of Airbnb as it is extortion.

Let the guest write what he wants, applaud his intent to make his findings known by all means but do report him. The review will be taken down, I have no doubt, as you have the extortion proof. Do NOT refund unless he actually has a point, such as in things lacking which were supposed to be there, something like running water or other issues you cannot live without. 

[Stay-Asheville0]

What do you think makes it extortion, specifically?

[Sandra126]

Refund me and I will not publish.

That is the feeling I got, but I might have read too much into it?

[Ann72]

@Sandra126 , no, you did not read too much into it.  It is extortion.  It wouldn't have been if she hadn't asked for money. 

[Sarah977]

@Stay-Asheville0 I don't see it as extortion necessarily. They never said they will leave a good review or not leave a bad one if they get refunded, although it could be read as implied. However, it could be read as just what it says- the guest felt ripped off for some reason, although it's odd that they don't mention what the problems were, and feels it should be brought to the owner's attention. They don't say they won't leave a bad review if they get refunded. They say they don't like leaving bad reviews but feel other guests should be warned. They are asking if they could be refunded as they don't feel they got what was advertised.

At least I can read it that way, especially as it's written quite politely. 

I'd bring it to Airbnb's attention, but first I'd ask the guest for clarification- their reply may flesh out whether they are indeed trying to extort or whether they are just communicating their disappointment with the listing and a warning that there will be a bad review coming, regardless of whether they get refunded or not. They could genuinely be nice people who feel badly about having to write a bad review and sending this message somehow relieved them of the burden by warning you and the owners, rather than springing it on you.

Or, of course, they could be scamming. Hard to know if they don't detail what was wrong.

[Stay-Asheville0]

I'm trying to get the conversation going about what extortion is per Airbnb's extortion policy.   

Are the following sentences extortion?

"I really don't want to hurt you.  Please pay me money."

[Julie143]

Yes, I think they are. One could argue that those two sentences are two separate ideas, but most people don’t just  jump from one subject to another like that.

[Ange2]

@Stay-Asheville0    

"I won't hurt you, if you pay me money"  is extortion.

"I really don't want to hurt you. Please pay me money."  is  two separate sentences, there is no condition linking them.  To link both sentences and make them conditional is to change the substance of what is actually written.  As two separate sentences  it is not extortion.  To interpret it as a veiled threat is to assume intent, and assumption is not fact.  Somehow I think Airbnb will see it that way unless the guests have a history of extorting hosts.  From what the guests have written to you (no reading between the lines) they are going to write a bad review regardless, they do not state they won't if...

I once had  a similar experience,  I asked them what their grievance was - no reply.   I also said by all means they should write a true reflection of their experience and I did not refund them. They folded and didn't write anything, nor did they put in for a refund—they were opportunists.

[Paul154]

@Stay-Asheville0 

Yes  it is extortion and sanctimonious passive aggresive manipulation. Whether Airbnb agrees with me or you is another matter. 

Personally, I would have fun taking the high road with this out of control person and seeing the flaming result. 

"As you know Airbnb is built on trust. An honest review is of utmost importance to all, so I cannot pay you to deceive.  I hope you understand. Thank you"

[Ann72]

@Paul154 , you are brilliant.  I laughed out loud!

Your assessment of her character was exactly what I thought, too.  And @Ange2 , well done.  Bullies always fold when you push back.

[Stay-Asheville0]

The real question is, why do you we all have to fight so hard to get case managers to do the right thing?