Dear Airbnb Community,
I am writing to share a deeply disappointing experience I recently had as a host, which has left me questioning Airbnb's commitment to supporting its hosts.
A guest recently requested to extend their stay by one day. Since my property was unavailable, I went out of my way to arrange alternative accommodation in a newly built, better apartment. While the new apartment lacked some amenities due to its recent construction, the guest expressed satisfaction with the arrangement. We agreed on a price for the additional day, which was paid directly (as it was outside the Airbnb platform). Everything seemed mutual and resolved.
However, after completing the stay, the guest became aggressive, refused to pay the agreed amount, and demanded a reduction in charges. Despite their behavior, we managed the situation professionally. To our dismay, the guest later left a fake 1-star review, which has severely impacted my listing's overall rating. Before this incident, I had a perfect 5-star rating with five glowing reviews. Now, that single unfair review is prominently displayed, and I have not received a single booking in the past month. Airbnb has even sent me a warning email about reviewing my listing, threatening termination if it doesn't meet their standards.
I reached out to Airbnb support, explained the entire situation, and requested the removal of the fraudulent review. Unfortunately, I was told that the review complies with their policy and cannot be removed. This response is incredibly disheartening. It feels as though Airbnb prioritizes guest feedback over host concerns, even when the feedback is clearly unjustified.
As a host, I have always strived to provide exceptional service, and I recently completed the construction of four new apartments intended for Airbnb. However, after this experience, I am seriously considering delisting my properties and exploring other platforms or offline bookings. At least elsewhere, hosts are given the courtesy of being heard.
I am highly, highly disappointed with Airbnb's service and professionalism. The lack of support for hosts in situations like this is unacceptable. Hosts are the backbone of this platform, and without us, Airbnb cannot thrive. It is disheartening to feel so undervalued and unsupported after investing so much time, effort, and resources into building a welcoming space for guests.
I urge Airbnb to reevaluate its policies and provide better support for hosts who face unfair treatment. Trust and fairness should be at the core of this platform, and right now, that is not the case.
