Escalate issue above ambassador

[Bobby280]

I had a booking in which a guest came and wanted her money back because her dog was not able to stay at the property because there is no fence ( I allow dogs but I do not have a fenced backyard). She sent pictures of a blind that the guest right before her broke (it was the bottom of a blind) as well as a cigarette but container on the front porch that had cigarette butts inside it. On the phone she said it was due to the fence she wanted to leave but due to the other issues I offered a partial refund, but she said she needs a place where her dog can stay. I immediately called Airbnb and an ambassador told me that I did not have to worry and that I did not have to cancel her reservation, nor give her a refund in whole or in part, and he said I did not have to worry about a negative review. He already had the pictures and I explained everything to him. However, the guest later also called Airbnb and was told that they can cancel. The guest was refunded the money but because I did not refund her she left a bad review for a place that she only stayed for 15 minutes. My problem is that not only did she get the money back but she also left a bad review. However, I would have refunded her for fear of a bad review if the ambassador had not assured me that I would not have to worry about a bad review or a refund. I have brought this issue up twice already with the supervisors of Airbnb ambassadors but have not received any help. I asked them to listen to the call between me and Syed on May 28, 2023, where he assured me of this on numerous occasions. If he had not then I would have given a refund to avoid this. This one review has cost me several bookings (one person even canceled a 2-month stay due to this). Syed knew of the problem and even had the pictures that the guest sent on the 26th yet he told me not to worry only to be left with a huge headache. If you cannot trust the word of Airbnb ambassadors then what is the point? I was even okay with the refund but asked that the review be taken down because this is what was promised also the person was looking for any reason to cancel. I have had many guests before and even a few after and all leave amazing reviews. I even have pictures of the condition of the house before this check-in because my cleaner sends me pictures after each cleaning yet the ambassadors took the word of someone who has only a few stays with Airbnb rather than someone who has over 30 guest and have used Airbnb myself more than that. The bottom line is the ambassador told me one thing yet Airbnb did another and that is a big problem and one of trust. 

[Rebecca]

Hey @Bobby280,

Sorry to hear of your recent experience. Do you have a Support ticket open for this at the moment? If not, if you head through the Airbnb Support channels they will be able to help you and investigate. 

[Bobby280]

Hey Rebecca, thanks for the reply.  Well, in all the conversations I have had with them via phone and the Airbnb app I have mainly asked just to remove the review, but the last time it was looked at, the supervisor of the ambassador, denied it before the phone conversation started (that is he started with "no because...). However,  the issue of the ambassador telling me one thing was never my focal point as I thought I had enough grounds without that. Are you saying I should open up a ticket just on that? The reason I have not is because it will go to the same location it has already been looked at twice. I was hoping to go beyond the ambassador and their immediate supervisor. Any advice?

[Helen3]

Airbnb have no control over whether a guest leaves you a review or not unless it breaks their review  T&C so the Airbnb ambassador advised you incorrectly. @Bobby280 

Have a look at the airbnb review T&C on the Airbnb Help website and see if you have grounds for removing the review as a retaliatory review.

If you are not able to provide a fenced in garden I would consider removing being pet friendly from your listing.

Do you advise in your listing that there is no fenced in garden area/in direct communications with your guests?. If so I would go back to Airbnb and challenge the refund they gave.

[Bobby280]

Hello Helen, the problem is that the person I spoke with at Airbnb told to me I did not have to worry about a refund or having a bad review staying on my profile. If they would not have said this then for fear of a bad review I would have just refunded the money even if the guest was canceling for no valid reason. (yes, I do allow dogs and many dogs have stayed and I have never had an issue before and no I do not have that the backyard is not fenced but I will take your suggestion and add that, thanks).  I relied on the word of Airbnb yet not only did the guest get their money (they apparently checked out 15 minutes after checking in so I have no problem with them getting the money regardless if I was told that they would not) but my problem is with the review. I am depending on Airbnb to keep their word to me and this failed and that is why I believe the review should be taken down. At the end of the day that is what I was told and so Airbnb should be responsible and uphold their word. There is a recording from May 28th 2023 and this can be verified how many times Syed mentioned this to me. Would you not expect that if a company told you one thing they would stand by what they said? I do have a message from him as well but it is not as clear as the phone conversation. However, the phone conversation is unquestionable. I have lost a lot of possible guest and a couple canceled due to this one review.