Should not this review be deleted?

[Julien239]

Hi 

I am a host stay in Seoul. 

I really want tips and opinions about this kind review

=========================================

I received the reservation request.
I informed to guest about  hostel's rules before accepting the request.

After the guest's replyed, I accepted the booking request.

Approached the guest's using day, I contacted the guest by using Airbnb. And I received response from Airbnb Messenger.

"My daughter has booked and the letter on Airbnb goes to my daughter."

"I inform you a phone number(which is different number registered on airbnb) and contact me by this number.“

I once again informed the hostel rules to both the actual user and Airbnb Site user.

As I greeted the actual user, I once again informed the rules of use of the hostel.

I pointed out everything that the guest should not use or open, pointing at them with my fingers.

Also, facilities (guest refrigerator, etc.) that guests can use were also indicated.

They had not returned to the hostel even after 10:30 PM when I checked it last at that day.

The next day after they left, I checked the hostel and found out the following facts.

They had a party at least over 11PM, eating alcohol and food.
They used host personal chopsticks and utensils and disposable items with a kitchen drawer those are forbidden to open. 

They did not even clean the dishes at all.

They used bedding that was assigned to the number of people, and added other bedding that was instructed not to use for them.

They drunk bottled water without paying. I informed that those are not free. They sent a little money after my claims.

They did not inform me in advance of all these offenses.
And they made Malicious and false. 

1. He did not use his own ID.
2. He did not keep rules those were agreed in advance.
3. He review that he is not satisfied Emile because of those rules. And  made Malicious and false

I think this is a violation of Airbnb 's review policy.
The Malicious review (which is made by the guest(using another's account) who had agreed the rules but had though the rules could be not kept) should be deleted.

[Alice595]

@Julien239I read Emile 's review. It does not seem to be a bad review. I am not sure how many stars was given in the review.

Airbnb only removes a review which violates the Content Policy. A retaliation review I got containing an insulting implication of personal attach. I asked Airbnb to remove it and Airbnb CS did not remove it and I appealed with no vail.

But I do suggest that you can send feedback to Airbnb at the following link about their acceptance of retaliation reviews even though they know that those reviews are biased.

https://www.airbnb.com/help/feedback

[Sarah977]

@Julien239  Unfortunately hosts receive bad reviews from bad guests all the time. The review process is very flawed, and all I can suggest is what @Alice595 already said- contact Airbnb, tell them what happened and ask if they'll remove the review, which they probably won't. In that case, you can leave a response to the review. Keep it brief and stick to the facts in a non-emotional way. "Guests made use of areas and items which were specifically mentioned as being off-limits for guests, completely ignoring house rules. Left a mess behind them, requiring extensive cleaning beyond normal."

But Julien, it's a shame, but there are some guests you just can't trust to do the right thing. I would suggest you put locks on cabinets and areas that you don't want guests to be able to access. Lock up extra towels and bedding, big packs of toilet paper, boxes of water, and any kitchen gear not available for guests to use. 

[Alice595]

As hosts we should suggest Airbnb to change the way they treat hosts with unfairness. I have mentioned Airbnb review system has following flaws to be resolved in other review related post.

(1) Overall star has no relationship with stars from each categories. Airbnb made a very small change recently to correct the issue of a all five stars in each categories but an overall star is lower than 3. But it still does not make much sense to separate the overall star completely from the stars given in each categories.

(2) Reviews can still be given when there are conflicts/confrontations between a host and guests. Definitely reviews will be biased in this case. It does not reflect the truth.

(3) Reviews can still be given when a cancellation is made once a trip is started. Cases like a guest does not show up on the checkin date; a guest is not happy after seeing the room/house and wants to cancel etc.

(4) Guest's rating stars and recommendation from other hosts do not show up to a host when a guest sends a booking request.

(5) There is no time window given for editing a review. Mistakes can happen. Once a review is submitted, there is no way to correct it.

(6) Reviews can only be written in 14 days. Some guests either have not paid attention to it or lose track of it. Therefore, potential good reviews may not be getting into the system.

Please send your feedback to Airbnb in order to help all hosts

https://www.airbnb.com/help/feedback

[Robin4]

@Julien239 

Hello Julien, I am sorry you are in this situation where you have a review you want to have removed.

I have a lot of sympathy for you as a host because Julien, I am also a host and know how it hurts when a guest criticises what we do for them.

But Julien, please, I am trying to help you by what I am going to say.

Almost all of your guests who have reviewed you are disappointed with some part of their stay with you!

They all complain that it is too small....too cold.....too noisy...no privacy...too many restrictions. I was struggling to find a review where there was not a complaint.

Your Emile Annex  listing shows only one photo of the room itself and about 70 Google maps street-views of your area.

That one photo of the room looks very un-inviting, no furniture apart from two fold out beds, a shower that looks like it was part of a cupboard and Julien, to be honest it looks more like a prison room than a B&B room!

You provide 1 towel only free and any extra towels the guest has to pay for! Julien you are simply asking for bad reviews!!

What we need to appreciate Julien is, guests are paying us money and they want to feel they have got value for their money. You can't just put a mattress in a tool-shed and expect them to be happy about it!

Every time a guest makes a complaint to me I find a way of fixing it so I do not get that complaint again.

You need to make your listing look a lot more attractive, you need to consider how the guest feels.....would you like to pay money to someone to stay in what you offer in that Emile room?

I am sorry if I am sounding harsh but Julien, you are not offering car parking spaces here, you are running a hospitality facility, and I think you do need to consider that a bit more or you are going to just keep on getting poor reviews!

Cheers.....Rob