@Marit-Anne0 Hi, how are you? I just got your post that you sent to me about the review reaction from your guests. My question to you is, "Did you report that inappropriate" comment to Airbnb? That is absolutely against the policy of Airbnb for a guests to harass a host after a review has been posted. That comment is deemed harassment and violates terms of behavior for a guests.
I recently went through this myself after I wrote a 3 Star Overall review for a couple from New Zealand. 3 Stars for CLEANLINESS. 3 Stars in Communication and 4 Stars for Respect of House Rules. A honest and fair review. She is the first person to write me a 3 Star review in 26 months. Not honest at all. My only 4 Star reviews were written in 2015 when I first started hosting. I have only received 5 Stars in 2016 and 2017.
With this particular guests, I had requested an extra $20 cleaning fee (Airbnb recommended I request for $150 sheets replacement fee) but after 9 hours of cleaning, spot cleaning, washing, soaking washing again until 11pm that same night, I was finally able to get ALL the blood out, the beige foundation make up, the black mascara that had dried on the sheets for 4 nights, You would think this guests would apologize after receiving the photos and videos, but nope, her explanation was this: "Well we didn't see all those stains when we checked out at 6:30am". Well my photos and videos were made at 6:38 am, so I am 100% sure they were the culprits since I don't even own make up. And well, the blood thing, lets just say I am 51! LOL - She knows it was her and her husband but doesn't even want to apologize. Apologies go a long way with me. (yes I got paid the $20 extra cleaning fee by Airbnb even though guests protested)
Here's what happened next. I received a very angry message on my Airbnb account about her review, which was both kind, partially positive, and parts of it were warnings to other hosts. Then I proceeded to receive another one about the cleaning fee. So I blocked her from my account, so she can no longer send messages and reported all those messages to Airbnb. Trust me when I say,, it was handled! She has been warned by Airbnb.
Please know that every hosts should never endure the wrath of any guests harassing them over reviews, money, or anything else for that matter. If you do, report it. Don't just click on the red flag, call it in. ABB has a 24/7 call centers all over the world.
@Marit-Anne0 I am sorry to hear that you had to endure meeting such an immature person, but as they say, not every one of our guests would be welcomed back, right? You can still report that traveler. You should.
If you feel that me or another host have helped you, feel free to click on the "thumbs up" button at the end of any post. Thank you so much.
Aloha, Momi
Great way to contact Airbnb or via Twitter at AirbnbHelp / Facebook