WARNING TO ALL HOSTS, if you ever get a guest from Airbnb who offends against the rules. I had the issue that one guest shows up as two people while booked only for one during Oktoberfest in Munich, Germany in 2018.
Airbnb did not check the situation and tried to judge without asking me as the host.
We have a review from a guest. If this gets accepted I could lose my incredible 5.0 host review forever. (Once you get a review below 5.0 you will never get 5.0 back.)
I feel treated in a very unfair and inequitable way. Airbnb did not follow my request to remove the review function on this cancelled booking. Airbnb explains this from the point of the guest’s given review only. Contrarily, he was the one who broke the clearly stated house rules. Airbnb did not speak to me in order to give me the chance for my point of view. Airbnb simply made the decision to keep the guest's review because his review would be not against the rules.
The solution approach is completely not satisfying.
I question the value of reviews for this booking. The guest never completed the check-in and hence never used our Airbnb. He was pushy and tried to force us to accommodate a second guest, who was not registered. My track record as a superhost shows that I hosted many satisfied guests of all walks of live and that I respect the Airbnb community. It would be in the best interest of Airbnb, the guest as well as the host community to bury the hatchet and not allow reviews from this booking. What would be the value anyways, when two negative reviews are written about a never completed booking?
I think Airbnb would lose confidence in such a case. With all due respect I can conclude as a superhost that this guest is not suited for the Airbnb community and maybe should consider using traditional hotels that can accommodate his changes of plans better.
Use your right to reply as a host if this guest reviews you.
Thanks for reaching out and cancelling the booking you made for one guest at the last minute, after appearing at my home with another guest that you declined to pay for.
I love feedback whether it’s, positive or negative, so others can see the entitled guests that I sometimes have to deal with.
There is a large element of of trust in being an air bnb host, but this trust has been broken by guests such as yourself, when they act like this.
I accepted your booking and payment in good faith for ONE guest,but TWO guests in total showed up, which is totally unacceptable when you expect to pay for ONE.
I lost the sum of a total of Euro xyz as a result of your doorstep cancellation.
You can write whatever review you like and I wont lose one seconds sleep over it.
Unfortunately what I have lost, is respect for entitled guests such as yourselves,who are increasingly using the air bnb platform for a cheap deal, including bringing more guests than paid for at the time of booking.
Good day to you.
Enjoy the rest of your holiday in Germany.
Hello again @Bernhard
On second thoughts the guest may not even review you.
Therefore I would write my suggested reply, but use it as your host review for the guest before your time expires.
As a host please review this entitled Asshat.
The behaviour is really not on and not leaving this guest a review allows him to bounce along the air bnb platform from unsuspecting host to host.
Humour is really the best policy as Ive discovered and now please tighten up your houserukes as I have done on my listings stating maximum number of guests etc and include this under your listing photos to help the mathematical Dumkopffs.
If damages occur and a host claims for them....then you can pretty mush gurantee you're going to get a bad review from a guest !! Its human nature. AirBNB should prevent a review from a Guest when a claim for damage has been accepted by AirBNB and resolved. If the claim hasnt been accepted by AirBNB the review should be allowed.
This is one of the biggest topics here on the CC. We hosts have made it clear that allowing a retaliatory review to stand is unacceptable. Some hosts have gotten retaliatory reviews removed (I was one such host); other hosts report that a retaliatory review was allowed to stand and their Super Host status was lost as a result.
While not all policies and procedures will strike all host and guests as 'fair', Airbnb Corporate should ensure that they are, at the very least, consistent.
Finally after 6 days Airbnb Germany solved the problem. They interviewed me and then they removed the retaliatory review. Therefore my 5.0 star stays untouched. I am glad they did it as this means a limitation of damage. Thanks to Airbnb Germany and thanks to all (super-)hosts viewing and commenting this threat.
Let's keep on doing great work for this wonderful sharing community.
Based on my personal experiences, and after hosting over 1000 guests, to let go of maintaining 5 stars is the way to continue hosting. I have people giving me 1 star, only because they broke the house rules and caught lying about it, or they failed to defend themselves ruining my furnitures...But 99% (so only 10 bad cases in my 1000+ hosting) of the guests are awesome and respectful.
On another note, I have suggested Airbnb drop the 5% of the Highest and Lowest reviews/stars to alleviate the retaliation reviews from bad guests, I think that's fairer on both sides.
Do you think they will take your advise?
I don't think so.
I have many bad experiences with bad guest, gave bad review because of their fault, but Airbnb do nothing.
I send feedback, talk to supervisor, if the host and guest has the conflict, the review most likely is not fair to one or both.
so if the trip is cancelled, or shortened, or in the chatting system, has the conflict, the review should be cancelled for many times, but they still let the review there.
the bad word from guest, host has chance response, but the most hurt is the review star points, which now, if one all 6 - 1 star review, you need around 50 all 5-star review to balance it, if you still need get superhost, which need to get 4.8 point overall.
Too bad for superhost.
and I guess Airbnb just don't want do this, because if superhost like keep superhost, have lost from pocket, and thun Airbnb get less job to do for the customer services !
I met very bad case manager today, and very rude, I was asking talk to the supervisor, and supervisor is very rude as well, always broken my wood, not license to my opinion, and the guest didn't read carefully my room, and stayed 2 days in my house, and the case manager just say I didn't disclose the room well, and refund all money to the guest, which I lost the $264 !
Airbnb jsut care about the guest, since, guest give Airbnb platform 15% to 20% fees, and they don't care about the hosts. since hosts they didn't own money, just 2-3% for the process of credit card fees.
I had the same situation. I have contacted the airbnb and gotta the same answer. I agree with you completely, however, this is airbnb policy. What gets on my nerves is: why do we have to pay to airbnb, if they do not interfere when it is necessary.
In my opinion, because Airbnb takes a higher Service Fee from the guest than they do the Host, they are generally going to favor the guest in most disputes. Because they are not taking an equal percentage of service fee from Host and Guest, they cannot, again in my opinion, be considered a neutral arbitrator for disputes and issues. If they are going to continue with this unbalanced Service Fee, I feel they should get an outside agency to arbitrate problems. I also feel it is extremely important that the people that do arbitrate these issues be of varying ages. It appears that most, if not all, of the folks on the Customer Service lines, and even their superiours, are of a certain age group, mostly early twenties to MAYBE mid 30's. There are a large group, if not a majority, of hosts that are in the over 40 group. I have noticed over and over in these postings that they feel they are not fairly represented by Customer Service. It appears, just from what I see on the postings, that the majority of guest issues are from folks in their 20's. Not all, but most. I could be mistaken. I would love to see some consice data on this.
@Bernhard Not nice but people understand this happens: just say - brought more people than than paid for - you are a superhost - your reviews are excellent and one poor review will shine a light on the guest, not you