Airbnb consistently sides with guests even when hosts provide clear evidence.

[⁨Open-Home-Co-⁩0]

I recently had my first nightmare guest experience:

This guest attempted to check in 7 hours early and became verbally aggressive with the concierge. In good faith, I still accommodated him and allowed check-in 3 hours early once housekeeping finished.

Afterward, he requested a late checkout, stayed beyond the agreed time, and never paid for it.

I contacted Airbnb Support with concrete evidence documenting the entire situation.

Their response? They said they would “educate the host about what happened.”

Not only did Airbnb remove my factual review warning other hosts about this guest’s conduct, they also refused to remove his inaccurate 1-star review of my listing.

My initial appeal to remove his review was approved yet Airbnb later reinstated it. I escalated the matter again to two senior support managers, both of whom promised it would be removed, and neither followed through.

Since then, this same guest has been repeatedly reported within our building, with multiple hosts experiencing similar or worse issues involving him. He has become well known among hosts for problematic behavior.

At this point, it raises a serious question:

What actual protection do hosts have if even documented misconduct is ignored?

Because if Airbnb removes host warnings, leaves false retaliatory reviews up, and fails to act on repeat offenders then hosts are operating with virtually no protection at all.

[Shelley159]

Hi @⁨Open-Home-Co-⁩0 

It's impressive that you managed 26 reviews in just 2 months on Airbnb alone - your bookings are going very well and you're clearly doing a good job marketing the place.

But as I mentioned in response to your previous post, the guests do seem to mention the same things. At this point I think your case with Airbnb may unfortunately not be strong - you'll have to address the issues that they're raising in order to improve the reputation on Airbnb. There are a number of reviews dragging the rating down and they could each strengthen the case of the other when Support looks at them.

I would try to eliminate some of the extra charges, try to fix the bathroom door and the wifi issues and streamline communication with the front desk. I think you may not be near the listing, which makes it difficult for you to control all aspects of quality, but you'll have to look for ways to intervene in the issues that come up more than once.

I know we all have issues that are often difficult to eliminate and that guests may tend to complain about, but keep an eye on the overall rating. Many hosts say you need to keep it above 4.6 to keep momentum going on Airbnb. When it dips, try to go more out of your way. You said in the other post that guests are more entitled on Airbnb, but I think the reverse is often true - guests are reviewed by Airbnb hosts and usually not reviewed by hotels.

In the end, we're here to serve guests and we should try to meet their expectations (within reason, of course 😃).

[Susan-Jeanne0]

I agree with what you've written. I've experienced this myself. It seems that Airbnb sides more with guests than hosts.

I've mostly had good experiences but recently a most unexpected bad one. 

[⁨Open-Home-Co-⁩0]

As long as your location doesn’t attract problematic guests its manageable i guess. i hope all is well on your end.

no protection at all if it happens. Mine was more prone because of high volume of guest and i’m near red light district. It also seems like guests know airbnb have unfair judgement. Leaving airbnb for good .