Additional Cleaning Fees

[Malarvizhi0]

Hi ,

I wanted to seek your advice on a situation that has recently come up with one of our guests.

A guest has violated our rules by smoking in the accommodation. As per our policies, we have requested an additional fee to address the breach. However, the guest has expressed dissatisfaction and left a negative review as a result.

I'm reaching out to inquire about the possibility of having the guest reconsider or modify their review after we explained the circumstances and the need for the additional fee. Have you encountered a similar situation before, and if so, do you have any suggestions on how to handle it effectively?

Your insights and guidance on navigating this matter would be greatly appreciated. Thank you for your time and assistance.

Best regards,

Malar

[Michelle3890]

Hi,

That’s unfortunate and can completely understand how you feel about this situation. Maybe ask Airbnb support for some assistance in that situation. If you have not already reached out to them. Maybe ask Airbnb support to take down the review due to the circumstances. I am not sure if that’s something they can do but maybe try and ask. I hope this situation resolves for you quickly.