Unfair review

[Sherrine0]

Hi guys,

I'm new to this but would really like some advise on a guest posting a unfair review.

Unfortunately my listings for single rooms is unavailable but rather than losing bookings i have been using my 2 bedroom apartment at a lower rate if just a room is needed. 

I changed the room rate by $10 i had a guest book and i informed him off the price change and that he will not be sharing facilities and will have a whole aprtment to himself if he didn't mind paying the extra from $25 to $35 he accepted sent another request for the right amount. 

In his review he claims that i charged him $40 which is impossible as the price is set in air bnb its in my lisitng as $35 no cash was passed as i'm not even in the same country as the house so all payments are through air bnb besides a response to his review is there not anything else that can be done when a guest is lying especially when there is proof on air bnb?? 

Besides this he also gave me a bad review all around becuase he never checked in when he was supposed to and the house keeper was waiting half the day for him he also said on my lisiting has a check in time of 3pm when i have no such thing on my listing and would never pick this time as it clashes with my housekeepers other job. Again this can be proved on my lisitng, i had a guest 3 days before with a perfect review and another guest at present in the same apartment which i'm sure will not match his review.

What can be done about this as i feel its a real unjustise towards me.

Thanks

[Lilian20]

@Sherrine0 unfair reviews happen sometimes..

Just forget about it and take care of your current and future guests. 

[Linda108]

@Sherrine0  I agree with @Lilian20 but you can write a response to the review.  Usually responses by hosts that are defensive or argumentative do not reflect well on the host and may do more harm than good to your marketing of your listing.  You can contact Air BNB to request the review be removed if you think it violates the Air BNB Content Policy.  Here is a link to the article in the Help Center about content:

https://www.airbnb.com/help/article/546/what-is-airbnb-s-content-policy

[Cynthia-and-Chris1]

I looked at your listing for the room and there's actually no check-in time listed.  If there is no check-in time listed, Airbnb automatically defaults to 3:00PM - so your guest was correct there.  I'm not sure what kind of communication you had with your guest before their arrival to agree to a certain check-in time, but he claims there was none.

Overall the review wasn't terrible, but your long-winded response certainly highlights the review and draws attention to it.  Probably would have been better to respond with a short, polite response.

[Sherrine0]

Fair point Cynthia, but as stated i communicate effectively as i'm in the UK and unable to be there in person. 

Unfortunately i was not able to attach a snapshot to prove our communication in regards to check in otherwise this would have served it's purpose. 

I felt the review was uncalled for and dishonest to start off with lying about the price which is plain to see for everyone and i feel my response was fair to point out this and compared to other reviews in this month. 

[Zacharias0]

In regards to pricing I noticed the same when I had a bad review, but in my case the guest wanted a refund. I had the feeling that the price we charge our guests is different than the price AirBnB charges our guests. I almost feel that Airbnb charges hosts a fee,but they also charge guests double the fee. Although we may see a $5 host fee, depending on the rate, the guests may see a $10 host fee.

[Cynthia-and-Chris1]

Airbnb charges the guest a 6-12% service fee on top of your nightly rate and collects a 3% service fee from the host's reservation total.