e Dear Pascal,
I am sorry to hear that, but I am also dissatisfied with the "criteria", considering the majority of guests (especially those that complaint) that complain have their own personal issues, and have done something to contribute to their own "personal dissatisfaction". Yet, as I am polite, and do not wish to damage my guest's reputation, making negative comments about them, I am always surprised when they leave comments which they know may damage the host's reputation, out of personal reasons. Which can be very diverse. One of our guests used our new towels to "clean the floor", when she could have asked us to do it or to call our attention at the moment she saw the need for it. She used completely new towels to dry the bathroom and threw them away in the garbage and later she wanted us to refund also, extra things that she bought, totally unnecessary, including a refund for her own towels that she took from home. Moreover, she didn't show up on the day she was supposed to arrive and only communicated that because I insisted to contact her. In that case, the host had the right to rent the place to another guest, but I simply gave her a chance and she abused of it. Another one didn't respond at all to our request for an update on her trip until a few hours before her arrival, indicating she was not planning to come at all. I insisted on contacting her out of consideration and worries. She showed up with her girlfriend without previously booking. In the end, she simply wanted the money back with a bunch of allegations which she didn't complain in person when our co-hosts were there to listen to anything she had to say. It was only later on that we heard from Airbnb she had complained. The biggest issue is that I am always very nice and polite to all guests and make my comments before they write their own reviews. Airbnb only allows us to see their reviews after and so, we have no opportunity to rebate their claims. For that matter, I have lost income for the whole month of July not only for that apartment but also for another apartment which had nothing to do with that guest!!!
I and my family we use Airbnb as a guest too in many countries. Yet, I am pretty much aware that the apartments I rent aren't a hotel with all the facilities demanding guests expect. However, I appreciate the hosts, I see each property according to the local standards. Airbnb wants a universal standard which is imposed on the host, but apparently, not to their guests.
We want to be part of the Airbnb host's community but I do hope, there will be set a limit of what the guest and the host can complain about. Here, I'm talking about the rights to privacy, the rights included on laws of settlements, which prevent the guest to complain about things that have been already solved or for which they have got compensation for. What is the use for the host to refund money to guests when they do not forgive, and when they think they have the deliberate right to damage someone's reputation even after the host has done everything they asked for???
