An Issue about Unresolved and Ignored Retaliatory Review by Guest

[Keisha115]

Good day!

I am writing this as a means of getting the attention of Airbnb, regarding my concern that is continuously being ignored. It is about a guest that left an obvious retaliatory review, leaving a 1-star rating which we never had before. I've reported numerous similar reviews before (that was reasonable to report) as they were acts of retaliation, but Airbnb team kept ignoring and dismissing these even without proper investigation. Despite providing detailed context with proofs and screenshots, they always give out email that it will not be removed since it follows Airbnb rules. However, I read the rules and the reviews clearly do not abide in those, which left me wondering how they were not removed.

The guests' comments were not only misleading but clearly stemmed from personal frustration from their own mistakes for not reading established rules and policies. I understand Airbnb's commitment to balanced and fair review, but in these kinds of instances, the review penalizes a host for enforcing standard policies and house rules that were disclosed upfront, which is something Airbnb states that can be requested for removal if the review is clearly in retaliation. 

I'm reaching out not only to raise this issue again, but also to emphasize what hosts alike may feel for the oversights in how cases like these are handled. I trust Airbnb values fairness and transparency. I truly hope this will be resolved, considered, and investigated properly. Attached are proofs of conversation between guest, and the situation.

Thank you.

 

 

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[Joan2709]

@Keisha115 

I'm doubtful this review will be removed as retaliatory, as it doesn't appear to violate Airbnb's Review Content policies. 

Review Content Policies

https://www.airbnb.com/help/article/2673

Prevention

The key to prevention of issues with the pool passes and availability for the future, would be:

- I would definitely update the Pool details in your amenties list for all your listiings with pool access as you haven't done that?

- Add something to your guest messages after booking reminding them of the limitations regarding getting pool passes and what they cost.

[Keisha115]

Hey! I read the policy too and it does fall under the reviews should be unbiased one. The guest actually ignored the standard policies we have enforced several times.

And yeah, the details and everything else was actually already written a long time ago. We also have a confirmation message, which includes all those details, emphasizing what was written on the listing description. 

The guest argues that we did not disclose those things when in reality, she was the one not reading. It can also be seen in the timestamps that we informed them of everything else they needed to know, except she kept ignoring it. 

She then got upset, which she later on poured unto us, giving us a 1-star review for something that was clearly her fault. She blames us for not telling her, but as you can see from the screenshots, it was her own fault (you may not be able to understand the convo since it's in our language, but basically speaking she's mad at us for not accepting her requests that is out of our control). 

It's insane how she can get away with her review, causing us our business, because of her own fault. This is infact a retaliatory review, as it's clearly a revenge for not getting her way. Furthermore, she did not let us know of the other problems she encountered, when we could have done something about it. She got mad, therefore, the unfair and unjust 1-star rating. 

[Joan2709]

@Keisha115 

If you feel the guest review violated Airbnb's Review content policy, you would need to convince Airbnb of that in your request to remove it. Unfortunately, it appears they don't feel it violates their Review content policies. The guest review (if this is the one you are referring to) only says the AC never got cold and admin late notice:

"Late notice, for the admin not available. air-con not went cold."

I don't believe that is violating a House Rule? Just complaining the AC wasn't cold and probably referring to not being able to get pool passes. Even if the guest was at fault for not reading the restriction about pool passes, that is not violating your House Rules. The complaint about AC may not be true, but Airbnb doesn't take sides when it comes to the truthfulness of guest statements. You did leave a professional response to the review, so don't don't think there is much more you can do except take steps to prevent this from occurring again, as I already suggested above.

[Keisha115]

Do you think there is another way to report this? The guest marked the rating all 1-star, even though she did not have any complains during the stay except the pool passes she was not able to acquire. Also because of her only review, our unit is on the verge of being temporarily suspended, even though we didn't do anything wrong. This is why I'm reporting how unfair this is.

Here's a photo for reference.

 

It seems unfair how her review can mislead other future guests. This leaves me worrying about how it's so unreasonable that we cannot do anything about it. Not biased, yes, but how do we protect ourselves if everytime this happens, when the guests are at fault and we've done everything we can to prevent these type of situation, Airbnb indirectly takes the side of the guest noting it as "fair"? 

Genuinely asking for some tips and advice! Thanks so much

[Keisha115]

Is it possible to complain to Airbnb also of how they should consider why the guest leaves such review. Like investigate those types of reviews? I don't think any guest would explicitly say they're getting revenge or something that's why they're leaving a bad review or something like that right? 

[Joan2709]

@Keisha115 

So sorry this is happening and yes, it is unfair. 

That said, there were some things in your control that you didn't do that might have avoided the issue. Hosts know guests don't read - no matter how much you want them to. If there is a known issue (like restrictions regarding an important amenity (like restrictions regarding when pool passes can be obtained), Hosts have to work especially hard to avoid issues with guests regarding this, as they just won't read your listing description.

As I mentioned, you didn't have your pool information updated on the listing to indicate all the details in the amenities list. It also sounds like you weren't messaging guests after booking about the restrictions around pool passes and times when they are available? If you had done that, perhaps you could have avoided the issue. If you haven't done so, I would immediately update your scheduled message after booking regarding the restrictions for pool passes and politely ask the guest to respond to the message and indicate they understand that and you are happy to answer any questions about obtaining pool passes. I would also update every listing that has the pool pass restrictions and edit the pool amenity information on the amenities list. 

Unfortunately, it looked like there was another negative review on the listing, and Airbnb will sometimes temporarily (or permanently) suspend the listing if you have multiple negative reviews in a short period. You can keep trying to get it removed, but with the current situation regarding review removal, I'm doubtful Airbnb will remove it.

Some Hosts have decided to file an arbitration claim against Airbnb for not removing what they consider a retaliatory review. The procedure for doing that is found in their terms of service. You can find that by searching terms of service in the Help Section.

[Keisha115]

Hello! Yes, the ones you mentioned above like the automated messages and pool listings are already there. We also always make sure the guests understands, but with this specific guest, she kept ignoring it no matter what. I'll check the details about the pool, but from what I know we also have that updated even before she booked. 

Also, Airbnb removed similar reviews before whenever they check the situation and actually do proper investigation. But recently, they've been ignoring these. So, I hope they will take note of this too.

Thanks so much for your help and for responding. I appreciate this 🙏🏼