Does anyone have suggestions for how to "prove" to CS (or someone with authority) that a guest never arrived to check in at my listing?
They never set foot on the property, never met me, and obviously never saw the booked room. I learned about 90 mins after the check in time shown on my listing, via airbnb thread message that the person cancelled and refund was issued.
Next day, the person is allowed to leave a terrible review, and with 1 star given on all categories, clearly intending sabotage. CS says that they can't remove the review because they see no policy violation, and I'm unable to show documentation that the person never arrived. How does one prove that they didn't ever arrive? They say they will remove it if I show that they never arrived. (shouldn't this be part of the cancel/refund process? they arent going to respond to us because they got refunded and accomplished their goal.)
**They may as well just say to me, 'since you may be lying, we have to assume that the guest (with zero reviews) is being truthful'.
@Steve2584 The problem is that your guest probably cancelled after your check-in time. So Airbnb really has no way of knowing if the guest did arrive or not. You are by no means the only host this has happened to-I must have read a hundred host posts over the years that had this issue.
Many hosts think Airbnb shouldn't allow guests to leave a review if they cancel on check-in day. But I can see Airbnb's conundrum- there are quite legitimate cases where the guest checks in to find the place is filthy, or a total dump not at all represented by the photos and turns around and checks out.
I don't know how they could solve this, really. And I've given it quite a bit if thought.
We will not let guests do a self check in. We always meet them to greet, check in and offer recommendations.They cannot get past this step and it ensures that the only way they check in is through us.
Likewise, we issue the keylock AFTER meeting them and give the code through the app.If the guest tried to say they checked in, it would be impossible without the pincode being issued via text on the airbnb app. That's all the proof I need. 🙂
@Steve2584 It is extremely difficult to get airbnb CS to remove any guest review, as many hosts can attest. The default of CS is to stonewall until the host gives up.
But it might be worth a try to push it up one level to a specialist who can look at the review. Does the review include specifics about your place that could only be found by visiting? When you say they never met you, it sounds like you personally greet your guests? So it's your word against theirs but it is impossible to prove a negative Any other recent reviews like this one? If you are persistent and make your case, you might get lucky and the specialist removes it. Good luck.
Besides the "proof of guest being there on check-in date":
Your public comment on the review is IMHO not a jewel.
Every potential guest can see the review of J. is rather weird and if you just only highlight in the comment the guest never has been there, it would be enough "damage-control".
The guest himself probably will never read it, but your future guests will.