Negative Review

[Maree6]

Just received a threatening phone call from a guest who booked for the last 2 days - there is a heatwave in our area and I have received at least 2 threatening phone calls about my 110 year old Cottage not having airconditioning even though my listing states no airconditioning they want a full refund or threaten to leave bad feedback. Full refund is requested even though they stayed full 2 nights.  There are fans in my Cottage (which has a 90% year round cold climate) and even had a new fan purchased and dropped off to them  - how do you respond to that?

[Lilian20]

@Maree6 do not forget that this is your house and that they should behave like guests, not like the king and queen of the castle. 

Let them go away if they want to. 

Let them open a resolution in airbnb if they want full refund (they won't get it)

Anytime they get to you , redirect them to airbnb hotline.

Flag their profile

Mention in the comments that they were not able to read your listing.

Just breathe and go on to your next guests. 

Happy new year 2017 !

[Maree6]

Thank you so much for your time and reply ! 🙂

[Gerry-And-Rashid0]

Also - it is agains't AirBnB policy to threaten to leave a bad review unless you get a refund. That is blackmail and AirBnB will remove their review if it is posted on that basis. Keep all contact with the guests on the AirBnB platform if possible.

[Maree6]

thank you very much

[David126]

Confirm what they said through the system

Obviously a big thumbs downwhen it comes to a review

If they do follow through report it to AirBnB so they can remove

[Maree6]

Thank you  very much

[Jonathan6]

It's unfortunate but this will be an issue for you.  You will be dinged in your rating and it will be an issue in your reviews.

There are three issues:

1. Customer Service-The guests where upset, and yes they did not read you listing well.  

I had the same thing happen to me this summer where a guest in the mountains of Vermont was expecting air-conditioning and it is clear in the listing there is none.  It was exceptionally humid and yes perhaps a little uncomforatable.  I was clear that I did not represent air-conditioning but offered them $50 off thier next stay (perhaps during the fall/winter).  This way it did not cause me anything out of pocket and perhaps created a repeat customer opportunity.

2. Your Revenue-You did nothing wrong, but clearly document through the AirBnB system the conversation.  When going through a resoultion request AirBnB CSRs will look at the conversation and the facts.  You will not be forced to issue a refund and if you offered an accomidation as stated above, they will look at this very favorably.

3. Ratings/Reviews-The rating will be the rating, this guest will give you 1 star and it will be reflected in your average.  AirBnB will not bang out individual reviews/ratings from your overall statistics.  The only offset would be to reply to the poor review in a professional and matter of fact way.   Remember you are concerned about your next guest not this one.  New guests will look at the review and determine if you look like a rational, accomidating and good host.  

A response such as: "It's unfortunate that you did not see clearly in my listing that we did not offer air conditioning.  Part of the charm of a 110 year old home would be lost if we where to install it.  We pride ourselves in making sure our guests injoy their stay and hot days like this are very rare. I'm sorry that our offer of a discount towards you next stay was not acceptable, but if you reconsider we would love to have you again."

If it is a recurring issue, it would make sense for you to call it out in multiple places in your listing, it is your responsibility to help avoid issues.  I know it's not 100%, but this is your business and you need to make sure you minimize the harm.

[Maree6]

I really like your reply thankyou so very much for helping me

[Robin4]

@Maree6....Maree, don't wait for the guest to lodge a complaint with the resolution centre because we are seeing more and more that the resolution centre will simply refund their money without getting your side of the story, and they will take it from your future hostings.

Contact ABB immediately and lodge a complaint about this guest and state that they threaten to leave a bad review if their money is not refunded and explain your listing specifically says no air conditioning. Flag their profile which will bring it to the attention of ABB staff and where possible use messaging so you have a paper trail. Message the guest and state to them that your listing is not advertised as air conditioned. You resent being threatened with a bad review if you do not offer a full refund and say you are immediately reporting this conversation to Airbnb.

Byy doing that you will have covered all your bases....you have documented messaging and you have got staff advice on how to handle this situation.

The phone number for Sydney help is 02 8520 3333. Do it now Maree, don't let this 'person' get in the first punch!

Cheers.....Rob

[Dee33]

I don't know what is fair since he threatened you, but you might consider splitting the difference and give him 50% of the refund he requested.

Perhaps purchase a portable air conditioning unit for the future?

[David126]

So if somebody stayed with you and say complained that you do not have a swimming pool you would refund them 50%

[Dee33]

No, just trying to look at it from the perspective of her reviews, and from a guest who had a miserable vacation due to the heat. It is certainly not her fault and she has no obligation to do a refund. I do not disagree with your suggestions either, totally her call.

[Monica4]

Flag these guests and advise Airbnb the reason for doing so. Do not offer a refund of any kind. This only encourages guests to demand what is not stated as available on listings.

Blackmail: Airbnb considers this kind of action blackmail. Please make sure you have all of the guests demands and the threat to leave a negative review on the Airbnb message thread. Airbnb will not listen if it is a verbal threat....it must be in writing so that Airbnb can see it. If they do not put the threat in writing, contact Airbnb NOW.

This happened to me with my very first guests who were hoping to stay at my listing for free. Airbnb did not publish their review.