Airbnb’s new process of reviewing retaliatory reviews by guests

[Donn-Albert0]

We are really frustrated with Airbnb’s new process of reviewing retaliatory reviews by guests. We do not feel that the best efforts are being done given that we invested time in providing details for these reported incidents. Has anyone else faced any similar issues with Airbnb? We have sent a comprehensive report, sent 15 photos and screenshots of messages exchanged between us and the guest who not only lied about his claim but also demanded to refund him 67% of what he paid or almost 3 nights of his 4 nights stay ONLY AFTER checking out. When we denied the refund, he left us with a 1-star review. There were already messages between us and the Airbnb support before the review was left so Airbnb is aware of the whole situation. The Support Ambassador was even apologizing to us understanding that the guest was being unreasonable in that situation. We took the new and standard route of submitting a form in requesting to remove a guest review but what we received was the same generic message that the guest followed their review content policy and that the review will not be removed. This kind of response was absolutely unprofessional and unacceptable.

Our reason to request for review removal: Review is retaliatory when a refund after checking
out was declined.

Here's what happened. The guest booked for a single bed apartment. The guest requested for extra blankets and linens as they booked for 2 persons. They are claiming that they are not a couple and would need both separately. We responded and provided instructions where to get the extra blanket and pillows while advised that no extra bed linen will be given as described in our listing. The guest insisted that if he book for 2 persons that 2 set of blankets and extra linens should be provided. We apologized and explained that there is no need for an extra linen when they only booked for a Single bed which would therefore have 1 linen. They could have booked a listing with 2 beds in this case if they do not want to share the same bed (or linen). By experience, guests who are requesting for extra linens are using the couch for sleeping either by their selves or an extra person who are not booked. We told that them that we discourage guests to use the couch for sleeping purposes. Still the guest insisted and we stood firm on not providing the extra linen. On his check out day, he complained about a noise which was a same day construction near the apartment. We normally publish and describe this in our listing if
there are any major constructions that are ongoing, we need to reiterate that this was done on the same day and was simply outside of our control. A proof of a photo that there were no construction happening a day before his check out day was provided to Airbnb. In his bad review, he mentioned about a musty smell and we responded that he never complained about this on his first night - all of our listings have ionizers installed, air purifiers and fresheners to provide the best experience while you are inside the apartment – A photo as proof was provided. The guest complained that we did not provide extra blankets – This was not true as we mentioned in our conversation in the Airbnb app the location of extra blankets and pillows. He even admitted that they only saw blankets and pillows but no extra linens were available. Again, a screenshot of the conversation and a photo of the cabinet where the extra blankets and pillows are located were provided to Airbnb. We also sent a photo showing how disorganized the couch and most likely have been used for sleeping even if we already discouraged this beforehand. This experience is really disappointing and disheartening as a host, as if Airbnb is only taking the guest side. This is my second review request which got rejected. The first request was another retaliatory review incident where a guest gave a bad review when we tried to enforce house
rules and checking out policies. The guest left almost an hour AFTER the checkout time without any advice, and made our cleaner wait for more than 30 minutes! This can be costly and frustrating since most cleaners are scheduled and paid by the hour. As the host, we simply reminded the guest to advise us ahead of time so we can also communicate it to our cleaners and to the next guest and yet this was unfairly taken against us.

The frustration is adding up when you speak to their Support Ambassadors wherein sometimes,
they sound more hopeless than us and provide recycled responses.

I guess what I am trying to say is that the procedure is making us feel hopeless. I am still waiting
for a miracle that this would get resolved and the review will be removed.

Did you have any similar experience from this type of guests and level of support provided by
Airbnb?