Airbnb does not support hosts when vengeful guests leave inaccurate reviews.

[Anne1057]

It really seems that Airbnb is a company that serves travellers and not hosts. A guest may leave false information and a 1 star review for properties that otherwise are receiving 5 star ratings and, rather than investigating the situation, Airbnb sends the host a supercilious message telling them to do better.

It seems that Airbnb's policy gives free rein for guests to act out unreasonably and hosts just have to suck it up. For the amount hosts pay  this corporation with its multi-billion dollar annual profits, Airbnb could easily implement policies that require responsible guest behaviour and reviews. To date, this is not the case.

[Marie8425]

@Paula 

[Tonya2 · Accepted solution]

Yes that’s 💯 percent true.

The hosts have no say in any matter.

Super Host means absolutely nothing. 
airbnb will always side with guests and there is nothing a host can do about it.

Hosts are totally discriminated against. Not treated equal to guests, but have zero say or value. 

Your cancellation policy means zilch.

airbnb for hosts is nothing more than smoke and mirrors. 
Reviews don’t matter to them.

Nothing is taken into account benefiting the host.

Contacting Airbnb will only result in robot like “script” responses that is basically word salad that answers nothing but stock responses.

[Jules252]

Airbnb Failed Hosts, Guests, and Co-Hosts: A Cautionary Tale

_Review:_

I'm sharing my horrific experience with Airbnb to warn others. Despite my dedication to hosting, the company's neglect and disregard for safety, well-being, and fair treatment have left me traumatized.

_Electricity and fire hazards:_ Unaddressed power box issues and electricians refusing to touch it due to fire risks.

_Guest comfort and safety:_

- No hot water heater for 7 days over Christmas due to owner's cost concerns.

- Railings removed from 2nd-floor balcony.

- Downstairs floor ripped up from midnight to 6 a.m.

- City-issued stop work order ignored.

_Unregistered guests and unsafe conditions:_

- Underage guests (14-17 years old).

- Babies and unregistered guests.

- Blocked fire exits.

- Yard destruction.

_Owner's exploitation:_

- Denied fair payment (percentage of property).

- Played both sides, prioritizing profits.

_Airbnb's indifference:_

- Ignored repeated reports and concerns.

- Failed to support hosts and co-hosts.

_Rating:_ 1/5 stars (only because I can't give 0)

[Rebecca]

Hi @Jules252 👋

I'm so sorry to hear about your recent experience. Have you contacted Airbnb Support to raise these concerns? 

[Jules252]

Not only did I contact them for 4 years while host and 2 years after fact while they continue to use my name. But two weeks ago they agreed to a settlement asked for the papers my attorney cover we sent everything... within 3 days my attorney received response asking him what this was.  They knew nothing about it. However I have Airbnb saying yes since settlement papers and I have Airbnb saying yes sign and sent back with your attorney letter . The right hand doesn't know what the left hand is doing and they don't care. But this is my mental health so when you tell someone you're going to settle that you're sorry you should mean it.... but they did exactly what they've done for the past 6 years. Just continue to pile on the mental abuse.

[Marie8425]

@Jules252  @Rebecca 

I am not sure I understand your comment since your profile is an 8 year guest but with no trips?

[Jules252]

I wasn't a guest I was a co-host for 6 years in NSBbreak New Smyrna Beach. The owners were very young very well to do and they bought it in 2 weeks after I came on board. They were not part of the property. Instead of putting roofs on or water heaters or actually taking care of any part of the property they bought helicopters and took flying lessons. I built it I did it all. And two years into it I completely ran the property and that's when a little bit of the trouble started and I reached out to Airbnb but 2020 is when it got really bad. I will never be in airbn Beast guest. I will never give them money they owe me money. And I was a very good host for them from 2016 to 2022. Seven Bungalows with 28 people on the property any given time. Don't know who you are doesn't matter. I have so many records it's not even funny 122 people that will step on a witness stand and pictures to last a lifetime. This is my mental health not yours so I understand that you don't care but I do so thanks so much for your time walking away now.

[Michelle3890]

Hi Anne, 

I wish we could talk. **

i feel exactly the same. And you make a very great point that we get such a large percentage per guest stay that you would think that Airbnb would be a little more accommodating when we have valid concerns about reviews that leave that are negative.

And it seems as I’m reading through the replies that there are a lot of people who have been experiencing some similar type issues.

My personal issue was a guess that left a negative review but never told me while they were staying in the home that there was any problems.

Like not being able to fit into the shower.

Solution: 

Provide the guest with a rating system that goes through an algorithm that spits out the correct number. But with some flexibility.

If the guest did not contact the host during the day while the problem was going on, they are not allowed to leave a negative review.

The host was not given an opportunity to rectify the situation.

**[Contact details removed -  Community Center Guidelines]

[Nicole2299]

This just happened to me this past week. We had a guest stay with us for a month who damaged the property, left things in a disgusting mess and throughout their stay neighbors were complaining to us about noise yelling and altercations etc. They finally checked out, we spent extra time and money getting things back in order and about a week later I finally had time to put a claim together ti recover damages to furniture and removal of smoke smell throughout the property. At the time when I made the claim the guest had not yet left a review, but as soon as I submitted the claim the guest declined it and immediately left a one star review with a bunch of false claims about the space and surrounding neighborhood. Airbnbs policy states that hosts may dispute retaliatory reviews, specifically stating “if it is biased and left in response to a host reporting a guest for breaking the rules or causing damage.” I knew our situation fell exactly within that description so I started off confident that Airbnb support would agree and remove it… sadly, that was not the case at all. At the end of this post I am going to include screenshots from my conversations with three different support people. The first person to help me was named Shoaib and he was dismissive and condescending and quickly denied my request to remove the review stating that it was the customers experience. I refused to accept this as the final answer. I demanded to speak to his manager and he said “the manager will tell you the same thing” and then he proceeded to tell me this was airbnbs final decision and he was closing the case. It is almost laughable how he thought this would fly. I stayed relentless. I called again and spoke with someone else (Dalia) who assured me she was looking into it. A few hours later still with no response I panicked and started another case within the app. Shortly thereafter, Dalia called me back and said the review was being removed. Ramona had picked up my other open case and stated the same thing- it was found to be retaliatory and they were removing it.

all of this said, here is my advice:

- always ask for the name of the person you are speaking with. If unsure, ask them to spell it. If using the messaging within the app, same thing, ask who you are speaking with

- be prepared with screen shots and photos

- reference airbnbs specific policy 

- try to stay calm and respectful

- if one support person is rude, call back at a different time and try to get someone different

- keep trying! If you know you are in the right, don’t give up, open a new case if need be 

Does this sound extreme? Considering this is affecting your income /your livelihood, I say not at all. I for one refuse to leave my livelihood in the hands of some poorly trained customer support person. We all work way too hard to be dismissed so easily. Best of luck to all of you.  

**

**[Screenshots of private conversations removed in line with the Community Center Guidelines]