Retaliatory ratings

[Lidia43]

Hi! We're somewhat new to Airbnb and just had our first group of truly terrible guests: they trashed my place and when I made a claim against the security deposit, they promptly delivered 1* ratings across the board- for an apartment that had previously 5*  and we had superhost status. I have called Airbnb and they've told me the guest review is perfectly valid and asked me why didn't I wait to make the claim until after the review period has ended. However, based on my understanding I had to submit my claim before the next guest checked in... So now I'm left with a 1* review and no compensation 😞 Does anyone else have this happen and is there anything else I can do?

The guests (from China/speaking very limited English) instant booked the place for 3 nights. After they left we found the living room and kitchen full of flies and the coffee table in the living room badly damaged from a mix of wine, liquor and minced meat that was placed directly on the wood (despite providing plenty of coasters and plates). Also the sofa bed ( less than 3 months old) had a dark red stain that so far proved impossible to remove. So the deposit claim was not for a trivial matter or just a bit of mess... Would greatly appreciate your views!

[Linda108]

@Lidia43  You have 2 listings and 38 glowing reviews!  Good for you!  I didn't see a negative review so I guess the guest only rated you and did not provide written post, right?  Pretty sure the low rating will not affect your Super Host status because you have so many other good ratings.

It is a catch 22 situation that you have to make a claim before the next guest and that tips off the guest about your dissatisfaction.  I do hope you give a thumbs down review for other hosts.

[Lidia43]

Thank you for putting things into perspective, Linda 🙂 The overwhelming majority of guests are lovely people and we've made some new friends so I guess it was inevitable to stumble on a bad actor eventually...

[Lidia43]

Also, I just noticed that the 1* review they left is public (https://www.airbnb.co.uk/rooms/18921591), whereas the review I left warning other hosts does not appear under their guest profile (https://www.airbnb.co.uk/users/show/148845277)?!

[Steve2743]

Hi Lidia, sorry to hear about your troubles!

First off, I can see both your review and theirs (along with your reply). 

Second, I wouldn't worry about one bad review. I had one person who, although they were a good guest, just didn't like the place, checked out early, then left me a horrible review. It had exactly zero effect on my listing, and was soon buried under a dozen 5 star reviews. Most guests see one bad review among dozens of good ones, and realise it's simply a case of You Can't Please Everyone. 

[Ben205]

@Lidia43

Definitely a case of needing some perspective. You're doing well, don't focus on the one negative (however frustrating it is). I remind myself of this when I read all the horror stories on here (I've had my own, now going to court), but in the context of the 1m guests using Airbnb each night, if you have a problem it's most likely not your fault, it more often than not is just bad luck!

[Joanna85]

This is all about perspective..that is for sure.  One icky review in over 30, that's pretty fabulous.  Not every guest is going to be a good guest, so just always keep that on the back burner in your mind.  Also, while Super Host is great (I had it), it's not the end of the universe if you lose it...and you can always get it again.  The more you host, the more not so great guests you will encounter, as it's an odds game.  If you keep fixating on a bad guest you will hate doing this....!  In regards to making claims and what the heck to do when something goes terribly wrong--again, the more guests you host, the more things will come up and you will keep learning.  If you have all good guests and nothing ever happens, then you don't know what to do.  I always think having a bad guest is actually good because it helps me learn what not to do or how I can be better for the next bad guest lol  

[Jeanette37]

This is dreadful.  How disrespectful of the guests to treat your property like this.  In relation to the stain on the sofa bed as I presume it is wine could you get a professional upholstery cleaner to have a look at it and see if they can get it out?  Just a suggestion.  Some people just have no idea how to treat other people's property.  I know what I'd do if they did that to me.  Here's hoping you can get some kind of compensation for the damage.

[David1443]

I am disgusted with airbnb for posting reviews even though I have not posted a review of the guest.  I live in the US and my property is in Spain so I never see the house after they leave, let alone see any damage, nor do I meet the guests.  

I have very good reviews but find that I often receive left handed compliments, i.e. the house is lovely but parking is difficult.  Yes, parking is difficult.  This is a beach town in summer.  What would you like me to do?  Or my favorite, the house is very comfortable, but there is an odor from the sewar system that is quite common in small villages like this.  Asked and answered.  What would you like me to do?   And why do you feel the need to write that???

I thought is was fair that I didn't write a review of the guest and their review wasn't posted.  This new system just sucks.  And dealing with them on a matter of this nature is like banging your head against a wall.  Your head is no better for the banging and it feels so good when you stop.

[Linda108]

@David1443   I think reviews, both host and guest, are a very important component of the Air BNB platform for me as both a host and a traveler.  I understand that you are a remote host, so your information is second hand from whomever manages and/or cleans your space.  Would you be able to use that information to be able to write  a review?  I know the host community, especially hosts like yourself who are remote, would like to have your opinion.

As to your reviews, there are many posts by hosts that are dissappointed at the wording of reviews.  As a traveler, it would be helful for me to know that parking is an issue, so it would be helpful for a host to note that on the listing.  Believe it or not, there are those travelers who do not have experience with beach communities.  Of course, if you believe the review needs for you to respond, you can.

My point is that I hope you participate in the review process, flawed as it might be, because the general host and guest communities can benefit.

[Anthony218]

Had very similar problem. Brand new flat, just over 2 weeks on AirBnB. Guest broke our bi-fold doors, left wine bottle stains on the stone fireplace and broke the bed. Actual cost of repairing the damage is several thousand pounds.
At first she said it was someone else, then she said it wasn't that bad, then it was somehow my fault and how dare I take issue with her about the damage. She suggested it was my fault for not having insurance.

The worst bit, AirBnB have allowed her to leave a negative comment, further adding to my loses through negative feedback.
I've contacted AirBnB several times since, they've not had the decency to even respond to my quieries. ZERO support for hosts.

It's making me re-evaluate the actual value of renting on AirBnB... Not sure it's worth it.

[John1574]

@Anthony218  That's bad news, Anthony.

I just began the AirBnB biz and I'd be interested in how things worked out for you after this rocky start.

Did you decide to stay in the program?  did you make any changes to your approach that you could share?

---

". . . guest broke our bi-fold doors, left wine bottle stains on the stone fireplace and broke the bed. Actual cost of repairing the damage is several thousand pounds.

At first she said it was someone else, then she said it wasn't that bad, then it was somehow my fault and how dare I take issue with her about the damage. She suggested it was my fault for not having insurance."

She sounds like the AirBnB guest from Hell!

[Anthony218]

Hey John

I'm still in AirBnB at the moment, although have planned to get out in July as I've sold both the properties I have had listed.

It's been tough at times. Many guests have absolutely no respect for host property whatsoever. Others are either experiencing heavy OCD or just fishing for a refund.

My latest problem guest wanted a refund because it rained and the outside furniture was wet. She has sent me more than 20 messages making demands. Crazy.

[Art8]

Lidia,

You can refute the 1* review by leaving a public response to it.  

Just go to Profile on your account.  Select Reviews from the menu on the left of your screen.  Click on Reviews About you and scroll to the review concerned.  You will see a link on the right that says Leave Public Response in green.

Art

[Fred13]

Your public response is just as important as any quest review, and this is your chance to help the readers what to with a negative review. IF well written, it will negate any ~unreasonable~ review.