Blocking Guests After Their Stay

[Tonia687]

There is something wrong and I cannot block harassing guests anymore.  Most guests are great and we have had hardly any issues over the last 2 years and over a hundred bookings, but I have recently had 2 that were rude and complained about me giving them honest reviews (that were even not bad reviews, just honest, both with ratings like 4, 5, 4) constantly haranguing me on the issue. 

I blocked the guests but got a pop-up saying that they will be able to message me for TWO WEEKS after their stay, regardless of whether I block them or not, so business can be completed or something like that. 

I can understand that if there is something that's incomplete, but not if everything is done and there is nothing remaining.  Both of these instances there was nothing more and we had both left our reviews. I haven't received the payment physically, but it was sent already by Airbnb so it, too, was completed (at least for the second instance, I don't recall the first if it was sent yet or not.)

My question:  Is this an error?  Is it a bug?  The way I read it, it seems like it is only intended for when there is something left undone.

If not, it needs to be put back to what is was or at the very least, allow the blocking once both reviews are submitted else this is going to cause more harm on both sides.  Now both the guests and we are angrier than we were and I am reconsidering listing again next year, seriously.  If I can't block people that harass me, I don't want to deal with it nor should I have to.  

I really hope it's a bug or mistake in how it's set up.

[Shelley159]

Hi @Tonia687

On average it sounds like there are more hosts harassing guests over past reviews than the other way around. Your post is interesting, one would think the system might block messages after both reviews are done if one party asks it to. But it could be an Aircover requirement that communication should be open for 2 weeks.

The guests are possibly complaining because of the text in the reviews. One can't see one's own guest star ratings.

[Tonia687]

Thanks for that info, I didn't know that.  I wonder why wouldn't guests be able to see their own ratings? We Hosts can see ours.

Anyway, I told both people that I didn't leave them a bad review.  I was honest and fair, stating both the positive and the negative. 

What's really strange is I even minimized the negative for both guests to be nice... Kindness always gets punished, it seems.

I bet they could program it to unblock if someone files an Aircover claim.

[Joan2709]

@Tonia687 

As far as I know, this is a new feature. In the past when you used the flag icon to block a guest you got a warning message and that was that - they were blocked.

Airbnb may have found it problematic if there are issues after a stay and decided to extend the time period for blocking a guest. To be fair, not sure they can anticipate what issues may appear, so doubtful they can "program" anything to anticipate all scenarios. 

If you find the extended period concerning, simply block the guest phone number on your phone and ignore any messages from the guest, or reply with a period or some other one-character response. If the messages are not appropriate, screen shot them and send them to Airbnb so they can ban the guest.

[Tonia687]

Thanks Joan for your comment.  We need to be able to block problematic guests.

They absolutely can put blocking back for when both parties have submitted their reviews and the payment was processed already instead of waiting 2 whole weeks for everyone, at least. 

If they don't, it will cause more trouble than Airbnb wants on their name.

[C197]

@Tonia687 

I was unaware we can block guests - is this just to communicate with us?

I was wondering if we can block them from staying again, most guests have been amazing, just one that I don't prefer to have book again. I have an open booking system so cannot control if they book again...they liked the place and mentioned returning:(😔

[Joan2709]

@C197 

Yes...you can block guests from booking your place again:

Blocking a Guest

https://www.airbnb.com/help/article/2020

[C197]

@Tonia687 

@Joan2707

Thank you for this.

Two more questions,

1) It says you can only block from a conversation - which does not seem right as the conversations are cordial. Is there no way to just block directly?

2) Also, if you block after everything is finished, after the 2 weeks as an example, does the algorithm penalise you?

Cyn

[Joan2709]

@C197 

You are not notifying the guest in any way...you simply click the 3 dots in the message and tap the flag icon:

You'll have to choose a reason from the options Airbnb provides, even if it doesn't exactly pertain to the situation. Airbnb doesn't have an easy "block this guest" button for Hosts - they don't want Hosts to block guests.

As far as I know, there is no penalty for blocking a guest.

[Tonia687]

Yes, in order to block someone from staying again, you have to report a message to block them.  Customer service instructed me on how to do that.