Looking for advice
I run three locations on one property. Last weekend all three locations were booked. My reviews have been outstanding, but I may have a bad review coming and it is untrue.
Myself and another Airbnb Host shared hosted a large group.
My cottage sleeps 4 and the other host took care of the overflow.
One day before arriving, I received a message asking me to host an additional guest. I replied instantly and stated only 4 guests allowed.
I did not receive a response from the guest acknowledging my message.
On the Day of arrival, I received a text stating the guest would arrive early. I replied back and stated check in time.
I never received a reply acknowledging
my message.
At 3:00 sharp must guests arrive. A 15 passenger van pulls up and 15 passengers get out, I Great them and try to identify the person who booked.
Once I identify the main guest, I give a small tour of the property and go over House rules. I also reminded them, that the property does not allow additional guests and the property was limited to Four. A man in the group was very unpleasant and stated he was aware and not happy I would not accommodate the extra person.
The man also stated another 15 passenger van would be arriving at the other location and they were only sleeping here and they were only dropping of baggage.
The entire group left to go to the other Airbnb location. They would have dinner at the other location.
The next morning they left early and did not return til after dinner.
The next day the same thing, they left early and returned after dinner.
On the third day, once again they left early and arrived back around Five pm.
At 8:30 pm I see head light s and hear the van start up. I just checked on my other guests before going to bed.
i just thought the cottage guests were going to dinner. Before going to bed I checked if I had any message or phone calls.
At 4:30 am I woke up to use the bathroom. I look out the window to make sure the cottage guests arrive safe and that the Glamping guests and the Lakehouse guests had extinguished both camp fires.
I checked my message again and received a message from the cottage it stated.
Our belongings have been ransacked and there privacy’s violated and they did not feel safe and they were leaving and they wanted a full refund.
I was so surprised and upset. Why did they not call me? They had been in the cottage 3 1/2 hours and not a word.
i called Airbnb at 4:35 am. Told them no way the cottage was gone thur. We have cameras on the front door and only one way in or out and the cameras did not go off. So they accused myself of going thur the cottage.
These people are upset because, they didn’t get their way.
I asked Airbnb to remove any review this guest would leave and in return I will not review. The guest is telling an untruth and it could hurt my business if people felt unsafe in my home .
i also stated in writing and by taped telephone conversation. By allowing this person to leave a review could result in Defamation of character, liable slander and loss of income.
The support member stated she couldn’t do anything to remove the review process, unless the guest would agree. I was not happy and told her she would have to speak with a supervisor. She promised to call me back.
At 9:30 I called agin and was told my ten member was not in.
I called again at 12:30 and was told they would pass on the message that I called again.
At 7:30 pm she finally called and by this time the other host and I were having drinks and discussing the group.
I asked for a status and she one again told me , she would have to speak with her supervisor. She promised to call me back later that night.
i waited for her phone call til midnight and then gave up.
the next morning I sent a message and told her that I was not happy and once again explained everything and why they should remove review. 3 days later she called only after I sent her another message .
This issue is still not resolved.
Very upset with the service from Airbnb.
Waiting til the last day to write my review.
Does anyone have a suggestion?
The other host was faced with more people then he wa paid for and more people than he agreed to host.
My personal opinion is since the other host is not present at the other location, they thought they could get away with more people and found that paying for my location was a waste of money and made up this whole story.
What they did not know. The other host and I are friends and we have cameras.
