Malicious Reviews

[Julie131]

I have been hosting since the first of January.  I have two really nice rooms that I have dedicated to AirBNB in my house.  The rooms are in a separate wing with a separate door.  I keep the rooms immaculately clean as well as the shared bathroom.  I have the house sprayed for bugs every other month.  There are NO bugs.  The rooms come with a double bed, two dressers, mini fridge (stocked with goodies), a microwave, half dozen bottles of water, snacks, and a fruit basket.  I also provide toothbrushes, toothpaste, fresh soap, shampoo, condition, lint rollers, hair dryer, iron and iron board, candies, and lotion.  I completely replace my sheets with new sheets every three months.  I have four sets and double wash all linens twice with hot water after each guest leaves.  I provide super nice egyptian towels which I replace every other day.  The rooms have flat screen tvs with a full gamut of shows available.  Each room also has a DVD player and guests are welcome to watch any of my movie collection.  I also provide high speed wi-fi.  Every morning I provide hot coffee (with take away cups), sweet rolls, fruit, yogurt, tea and juice.  They have full run of the house with use of the kitchen and laundry facilities.  It's a sweet deal.  Overall, everyone has truly enjoyed staying at my home and I have gotten great reviews saying they find my home cozy, clean, comfortable and can't wait to come back.  I had one bad review from a young woman I had to ask to leave with AirBNBs blessing because she was smoking pot in the room, bringing strange men home every night, having beer parties in the front yard, etc.  I gave her several chances and she just couldn't follow the house rules.  AirBNB totally had my back with this situation.  I just bought my house and have put a lot of money into it, and I want people to enjoy themselves, but I am very aware of keeping the house in good shape and nice also.  Then today I get this really horrible review from this woman stating that the house was so filthy it made her want to vomit, that her room was infested with bugs, that there was dog odor everywhere, that there were dog snacks and filth on the floor, that it smelled like I washed the dogs in the bathtub, that there were hairs on the dresser, that the light didn't work (the light works, it has a remote control that I showed her how to use) and that she was disgusted by all the favorable reviews that were obvious lies I had gotten and that although she didn't think it was "her place" to tell me how to live my life, my home was disgusting and I needed to clean it and she couldn't believe how I had so many good reviews.  My house is immaculate.  I take a lot of pride in my house, and it is spotless.  The guest rooms are separated from the rest of the house and the dogs have never even been in the rooms or wing at all, unless it is for a few seconds when they follow me in when I replace towels.  I clean the bathroom every other day.  My ad clearly states I have dogs.  I have three shih tzus.  However, they are not allowed in the guest wing at all.  It is shut off by a door.  My dogs are groomed monthly (I don't even wash them at home, and I'd certainly never bathe them in the guest tub!), and when I have guests they stay in what I call my kennel, which is an enclosed patio with a doggie door.  You cannot smell them.  In fact when they are in the main house, they wear belly bands (diapers) so I know there are no accidents!  I don't have bugs.  I get the house sprayed every two months.  The rooms are kept immaculate.  This person stayed three nights and came in short notice.  She never complained or contacted AirBNB about me, and she acted like everything was great while she was here, and it took her two weeks after she left to write the nasty review.  It was just horrible.  I feel like crying.  I have put a lot of money and energy into this.  And now people see this horrible awful lying.  I have contacted AIrBNB and it is under investigation, but I am just sick.  Obviously, this person has issues to maliciously hurt someone for no reason is a sick thing to do.  Has anyone else had an experience like this?  It may seem like I am a bit OCD, but the point is, my house is kept very clean and decent.  I am just so upset.

[Theresa473]

Rob

You may be an employee of Airbnb or just an informed reader of these posts. 

I normally would be communicating with Airbnb and now realize this is a public forum. 

I am upset by the review and believe it to be malicious and untrue. 

I also unpacked each accusation thoroughly and backed it up with actual text exchanged and house rules clearly stated all throughout the interaction.

I am an academic researcher and retired professor.  When I examine a problem I go in deep and am thoroughly detailed.

I was not rude to this young man at any point of our interactions, but he was to me. 

[Robin4]

@Theresa473 

Theresa, I don't doubt in any way what you are saying, you are right and your other reviews make this guy look like that marcher in the Independence Day march....he is the only one in step!!

But, that is not my point, It is perception. I am not telling you to lift your game, that is a sarcastic comment in the review to re-enforce what a goose this guy is.

What I am saying is, don't stoop to his level, keep it short and sweet, say sorry and let the rest of us judge just who the turkey is.

Cheers........Rob

[Colleen253]

@Theresa473 This guest, his review, etc. aside, @Robin4 is right. The thing to keep in mind is that responses are directed at future guests and are intended to reassure them that booking with you is a good idea. Keep your responses brief, unemotional, and professional. 

It's concerning that the guest mentions the camera in the bedroom. Airbnb is notorious for suspending listings that get camera complaints from guests, even when they are disclosed in the listing and house rules. Be prepared for this to happen. 

[Theresa473]

Colleen 

My house rules are very detailed and I reiterate them in my driving instructions.

Cameras are on properties all over the world. It is how I keep an eye on the property during the periods of extreme weather, know who is on the street, safeguard the guests, and gauge the power issues. 

Cameras are not hidden. No sound. No surreptitious filming. Nothing inappropriate. Not one pointed in a direction that would tape interior living, save the front door entry.

If he had a problem with the camera positioned in the master he should have sent me a note or had a phone discussion with him to discuss and assuage any concerns or fears. 

If he was really spooked I would have considered an adjustment or consider he stay somewhere else. 

Additionally, that specific camera is plugged into the outlet that is available. There is not a power outlet on our screened in porch.

Anyway, I am upset about this and will make a number of adjustments.

Theresa

[Sarah977]

@Theresa473  Of course outdoor cameras are acceptable and quite useful if not essential for many listings. But a camera in the bedroom? That's extremely invasive and Airbnb doesn't allow indoor cameras, as far as I'm aware, except in hostel-type situations with multiple unrelated guests sharing common spaces. But even then, you can't have cameras in private spaces like bedrooms and bathrooms.

[Theresa473]

Sarah

I do not agree. The cameras a position is not directed inside the bedroom. The master has an exit to the outdoors via a screened in porch. It is an entrance / exit point.

[Robin4]

@Theresa473 

Once again Theresa, it's not the reality, it's the perception! Guests have a real thing about cameras in bedrooms. A bedroom should not just be private, it must been 'seen' to be private. Many guests will not stay in a listing that does not have a lockable bedroom door....they just don't feel safe.

There are two locations in a rental property you never put a camera.....a bedroom and a bathroom! It's not a matter of whether they work or not, where they are pointed, it's the fact that it is there.

It conjours up unpleasant thoughts, the internet is full of unauthorised photography.

If possible try and find another location, it may well be far cheaper to employ an electrician than lose those potential bookings.

Cheers...........Rob

[Theresa473]

Rob

Yes.

I was planning on extending outlets to the porch area and that will solve any issues with perception. 

But I also believe that if a person has a problem with cameras and then makes all kinds of assumptions then it might be better to discuss those concerns in advance of the booking. And, once in the home if anything makes a guest uncomfortable they should call the host and again discuss it all.

I have not had problems with this concern before. 

[Robin4]

@Theresa473 

Theresa, you are expecting all guests to think as analytically as you do.....let me tell you, they don't.

For a start they will not see the cameras or their locations in the listing photos! I looked through all 51 of yours and did not see a hint of a security or any other camera! And guests are notorious for not properly reading listing descriptions.

And some hosts are to blame as well Theresa! They prominently mention all the positive speccie things at the head of the description and leave the less enticing bits to the bottom of the description where they will get glossed over.

So, the way it pans out Theresa, a percentage of your guests will comprehensively read your listing description, take issue with the fact that you have surveillance cameras, possibly in sensitive areas and they will, at that point give your listing a miss and move on to something else without giving you the opportunity to clarify what is offered, and the role of those cameras.

Another percentage will not read your listing description fully, arrive at the property and start hopping up and down like a native corroboree at the sight of the cameras and want a refund claiming they were not aware. 

The remaining percentage will be fine with it like the other guests you have hosted, it won't be an issue. But you have experienced what can happen when it does become an issue!

I understand you have a perfectly good reason for those cameras.......but don't expect the guest to see it your way! They have probably paid you $1,000's to have a peaceful 'private' holiday and you are 'seen to be' intruding on that....can you see what I am getting at?

@Colleen253  has a very good point that you should take considerable notice of. Airbnb are very guest-centric and if a guest complains about cameras, even though you have explained yourself comprehensively, Airbnb will side with them and subject you to some sort of penalty.

It's one of those things that are fine as long as nobody objects.

The other ridiculous thing is the way Airbnb operates. It warns hosts about the presence of property cameras, but then refuses a hosts damage claim if there is no photographic evidence to support it. You are da*med if you do and you are da*med if you don't!

You go figure!

Cheers.........Rob

[Theresa473]

Rob

I advise everyone to read the house rules. I send additional notes, which include this disclaimer.

They really are for safety. My home is in a rural area. The weather has been extreme and the power gets shut off increasingly with the advent of wildfires, wind, hail, and snow storms.

After 40 years of teaching I am well aware that people do not read.  I am extremely patient and respond in real time. Always timely, unless it is in the middle of the night. As I did with this reservation.

Airbnb is now a public global company. They need to have hosts' backs.

Theresa

[Robin4]

@Theresa473 

Ah, now you are expecting too much! You have to realise guests make Airbnb money, hosts cost Airbnb money, so you can assess where the loyalties are going to go.

I know I sound cynical but Theresa, I am a realist. I have had guests steal stuff, break the electric bed by sitting on the head section while trying to raise it. Break the shower screen by slamming the shower head against it. Plus numerous small things like cups and plates. They will come in here on a 10c afternoon, say how wonderful and warm it is, put there bags down and go out for the afternoon and evening. But not before winding the air con thermostat up to 30c (92f)  so they have a toasty warm place to come back to! This is what guests do, it's just part of hosting.

I have never once tried to hold Airbnb responsible in any way for these occurrences. I just charge an extra few dollars for every guest night and put that additional money aside as a damage fund. When something goes wrong I don't hassle Airbnb or the guest, I just put things right and get on with hosting. I have a comfortable hosting life!

We need to be realistic in our expectations. Sure, in God's ideal world Airbnb would have our backs covered the way they claim but, if you are going expect that that will happen, then you are going to be disappointed I am afraid.

Cheers........Rob

[Theresa473]

The way of the world. Well, yeah, I am disappointed. I have had very good people so far. Miraculously so. Now this. It is making me reconsider all of it. I stopped hosting my home in Hollywood because the people were so bad. And I did not do it that long. Not just at my home but my neighbors had horror stories. Of course, this guy is from LA and very entitled. Even teaching all these years, I encountered mostly wonderful students. However, when I encountered people like this guy they were always indirect. Cowardly, conniving and dishonest.  It affects me in a very personal way. 

[Sarah977]

@Theresa473  There is how hosts would like to see things handled, and the reality of how Airbnb operates. We can b***h all we want about how things should be handled, but that doesn't change the reality of how they are handled.

Sorry you have had bad guests. To tell you the truth, I don't think I'd ever want to host in the US, or at least in some areas. US hosts seem to get the worst guests on average ( of course hosts in other places aren't immune from this).  I have been so lucky- I've never had a bad guest.  Not to say there were never any issues, but nothing that couldn't be worked out between me and the guest amiably without involving Airbnb.

[Theresa473]

Duly noted, Sarah. Time to start a better company.

[Colleen253]

@Theresa473 You missed the point I was getting at. I wasn't making a judgement against security cameras. I have outdoor cameras at my listing. They are extremely helpful. The fact is, if a guest complains about cameras, (and doesn't matter if the complaint is bogus/retaliatory) and regardless of whether or not they are properly disclosed on the lisiting, and in the house rules, Airbnb will suspend a listing while they 'investigate'. A quick search on this forum will reveal many stories like the one below,

https://community.withairbnb.com/t5/Hosting/Airbnb-sent-notice-about-limited-access-after-guest-repo...

Just proceed cautiously when it comes to cameras. Incidentally, cameras indoors are going to put you at much more risk of problems with Airbnb, not to mention turn guests off.