Recovering after abusive guests

[Dáithí0]

Hi people

Has anybody ever had any issues with abusive clients that they are finding hard to forget?  I have always had great guests but the following happened recently.

It started with me getting a phone call from somebody claiming to be friends of the guests coming to my apartment. I was very nice and welcoming on the phone but I quickly noticed a sort of air to the conversation from the caller that they believed my apartment may not be in a "nice enough" for them and they wanted to know exactly where it is. I said it was too difficult to explain by phone and they if they would please be kind enough to check the directions from the airbnb ad it would explain all the details of it, and that I also had to go back to work, really I wanted to get off the phone as quick as I could as I was not liking the conversation and questions about how good my apartment was.

Anyhow I messaged the clients on airbnb saying their friend called but it would be nicer to keep it on Airbnb rather than by phone. I got a message back saying they weren't sure who it was exactly who called me but must have been a relation of theirs. I was a bit annoyed that they gave out my phone number randomly but I didn't say anything at risk of bad feedback so wished them well and a welcome for their upcoming booking and how to access my key safe to let themselves in. I heard no more from then on.

I messaged when they had checked in asking how they were getting on etc but no reply - on their check out day I did the same but they again ignored all my messages. After they had left I send a final message saying I hoped they had a lovely trip etc and would they mind giving me feedback and that I had left them nice feedback in the meantime.

This time I got a reply... it was awful... they came back with a load of made up reasons to complain. Everything they could think of wasn't good enough, they even didn't like the colour of my skirting boards. But the most upsetting part of this was when they went through my wardrobes and removed my clothes and photographed them sending the pictures to me. They also called my clothes and personal belongings rubbish. It was very intrusive and upsetting. They then said they would hold off on feedback for now but that they believed that I should pay them over 200 Euro. In other words pay them 200 or face bad feedback. 

In horror I contacted Airbnb who thankfully intervened explaining to me that it was a clear display of extortion and not to worry about it.

However since I feel as though I was violated and I am finding it hard to forget. My home is probably the most personal thing I have, I always enjoyed sharing it on Airbnb but seeing my clothes photographed, my things referred to as rubbish and my house disrespected so horribly has had a lasting effect on me. I realise these were people who clearly had an agenda from the start and were on a mission to get a free holiday in Dublin - but that doesn't really help. I still feel very upset from it. I have created a solution to lock my personal belongings away now and hopefully I wont have guests like that again.

But has anybody else experienced this? And if so how have you managed to recover from constantly thinking about it? I realise my apartment is lovely and all my feedback is 5 star and I give the best possible service I can, but I am constantly cleaning and recleaning and have a sad feeling about it all. 

Thanks guys

Dave

[Soni-and-Jon0]

Sadly it is a known act amongst some travellers to manifest issues that suddenly can be resolved with a financial refund.

Try to not take is personally and forget about it. It's not you, it's a scam.

I knew a travelling salesman from years ago who told me in every hotel he stayed at he would try to find anything to complain about. Leaky tap, stain on the rug, anything. He would then demand a small refund but not off the bill, which the company pays direct but as a voucher for him to spend in the hotel bar..... I never liked him much after that but I also never forget that story.

[Maria758]

Hello @Dáithí0

I’m sorry you are experiencing such an undesirable situation with Airbnb Guests.

Guests’ threatening to use reviews or ratings in an attempt to force a host to provide refunds, additional compensation, or a reciprocal a positive review, is extortion. 

Here is a link for more details about Airbnb’s Extortion Policy:  https://www.airbnb.com/help/article/548/what-is-airbnb-s-extortion-policy

It looks like Airbnb is already on the case to helping you with this issue, as it does sound like a violation of Airbnb Policies. 

There are some great responses below to your questions and that is one thing I love about being a part of the Airbnb Community – that we have a forum to share our stories, share our concerns and seek help from other Hosts.

Finally, if you have a question about Airbnb policies or how the product works, ask the host community for help on the Help Board or check out the Airbnb Help Center.  Usually any questions you have regarding Airbnb Policies and procedures can be found in the Help Center. 

Otherwise, if you do not find the answer you seek in this board, check out the other boards available in the Community Forum, including the Host Circle where discussions are private to Airbnb Hosts and won't appear in search engine (Google, etc) results.

Here are the links:

Airbnb Help Center:  https://www.airbnb.com/hosting/help

Airbnb Help Board:  https://community.withairbnb.com/t5/Help/bd-p/Community-Help-EN

Airbnb Host Circle:  https://community.withairbnb.com/t5/Host-Circle/Welcome-to-Host-Circle/m-p/267704#M2077

Personally, we have been hosting since October 2016 and we think Airbnb is an excellent platform for travel and alternative lodging. It’s a great way to get that “local” experience and a wonderful way to share your home with like-minded “strangers,” at least when it comes to the sharing economy.  I hope you will not let this experience discourage you from continuing to host.

Hope this is helpful! 

Happy Hosting!

Izzie, Co-Host

LOV Puerto Rico

[Anna-And-Alex0]

I recently had a woman stay who appeared very nice and we chatted for a fair while.  After she left I noticed in my room (it is my bedroom I rent out to guests - and this is made clear) some boxes of my stuff had been opened.  These contained really personal things like letters and notes and things friends & family have given me throughout my life.  I had a weird feeling about it but gave her the benefit of the doubt and thought she had maybe knocked them or something (although I have no idea how you could accidentally knock them open - they're out the way and also quite heavy with a secure lid!).

I ended up leaving her a nice review and then received really horrible, nasty and inaccurate feedback (publically and privately) about my place.  I really wish I'd written my concerns about her going through my things in my review but she just seemed so pleasant that I couldn't believe she would have! 

Now I'm in a similar position in that I'm worried about future guests going through my belongings like that, particularly because i dont have any 'locked' cupboards or rooms in my flat in which I could move my private things into! 

Airbnb are right in your case - it is extortion.  It's hard to hear people say horrible things about your home and personal belongings but it sounds like they were just out to make up as much lies as they could in order to cause distress for you in order to get a free stay.  It took me a while to get over my horrible guest, I just kept thinking about it and was so paranoid with the guests afterwards that maybe my apartment was a horrible place! However, in context with all the other reviews I have it's clear this isnt the case as they're all positive.  Some people are just horrible and have no respect for where they're staying.   The most important thing of all, is that it is your place and your belongings, and you are the one who should love it, regardless of what others think! 

[David126]

https://www.airbnb.com/users/show/1786057

If you want to see how a real Host responds to a review check this, need to scroll down a bit.