Hi everyone,
We recently hosted a guest who caused significant damage to our balcony flyscreen door. This wasn’t a minor issue like a dent that can be overlooked—the entire door was completely dislodged from its frame. After check-out, I reached out to the guest to ask what had happened. She claimed she never used the balcony doors, only left them open at night. This was an unusual explanation, especially considering it's currently winter in Australia.
As part of our usual routine, we always close the flyscreen and leave the glass door slightly open before guest check-in to allow fresh air into the apartment. For the doors to have been open during her stay, they must have been used.
We subsequently issued a damage invoice to the guest for the necessary repairs. Shortly afterward, the guest left a negative review on Airbnb, accusing us of wrongful charges. The timing and nature of this review strongly suggest that it was written in retaliation for the damage invoice, rather than as a genuine reflection of her stay.
In her review, she also complained about towels being stored in the living room cupboard. However, this is a one-bedroom apartment with an open-plan layout (kitchen, laundry, and living room combined), and this is a common and reasonable storage arrangement.
Airbnb's review team has so far copied and pasted template responses that do not adequately address the issue. Even after the case was escalated, a specialist informed me they would use a translation tool (as they speak Chinese). Given the seriousness of the matter, I am concerned about the risk of miscommunication through machine translation. Important context and nuance can be lost, and I find it troubling that such tools are relied on in these situations.
At this point, I’m considering pursuing the matter through the legal system. I’m based in NSW, Australia, and would appreciate any advice on which court would be appropriate for this type of issue. I initially thought the Small Claims Court might be suitable, but I’m unsure if they handle cases where the primary goal is the removal of defamatory or retaliatory reviews.
Being wrongfully accused of charging guests unfairly is a serious allegation that affects our reputation and business, here at Airbnb and beyond. Our main objective is to have the false review removed to uphold the fairness and integrity of the review system. However, if this proceeds to court, I would also be seeking compensation for the considerable time and effort spent on dealing with this matter.
Thank you in advance for any guidance or recommendations.
