Awful guest that cancelled mid stay - can we review?

[Jessica2860]

We’ve had our first very unpleasant guest who cancelled the night after checking in on a 4 day stay. They (before cancelling) told us they were checking out and demanded to only pay for the night they stayed. After asking everything was ok, explaining our cancellation policy didn’t permit this and declining it, we got no response. they put a complaint into Airbnb saying the place wasn’t clean and had no hot water (completely unwarranted and seems retaliatory). 

We’ve just checked our place out and they’ve left all the doors to the outside wide open I guess as retaliation. Thankfully no weather damage but if it had been raining - different story! Everything else was messy but ok.

So, can we review her? I never want this person back and want to give other hosts a heads up! 

I’m also yet to get a position from Airbnb on what they will do about this complaint. 

[Mike-And-Jane0]

@Jessica2860 You should be invited to leave a review once the checkout date has passed.

[Jennifer1897]

@Jessica2860 Sorry to hear that you had a bad experience with a guest. It sounds like you made an attempt to address the situation by communicating with the guest and inquiring what their desire for early check out was related too. If they fail to respond it's difficult to move forward. Hopefully this communication took place via the platform so you can demonstrate your effort. As to whether Airbnb and will refund them is hit or miss. They tend to side with guest when complaints occur unfortunately. 

Once their official check out date has passed you will receive a prompt to leave a review. Leave a constructive and honest review, but make sure it is not overly emotional. You want to be to the point yet highlight why you wouldn't host them again and/or recommend. Also, as a last part of the review process it will ask if you would host this guest again, just make sure you click no. 

[Inna22]

Do you have hot water? Can you document it? Like take a picture of a video of a boiler? It may come in handy. Also take pictures of the condition the guest has left the place in. Sorry you have to deal with this. And yes, you will be able to review them and good for you for planning on doing that.

[Jessica2860]

Thanks all for your insights and tips. I’ll take photographs as suggested. I’m sure this guest will leave us a terrible review too - but we’ve got over 100 reviews so hopefully it won’t sink us too much! 

[Bhumika]

Hi @Jessica2860 , thank you for your follow-up comment. I'll tag the Hosts @Inna22 @Jennifer1897 @Mike-And-Jane0 on your behalf, so that they can read your thank you note!  

I wanted to share a little Community Center Tip 💡 : If you'd like to tag members in your comments, for them to get a notification of your message — simply press on @ in your keyboard, and the name of the person you are trying to reach should pop up 😊 (In this case Mike,Inna and Jennifer)