Fake Review Urjent help Needed

[Uzair20]

Hi it's Uzair here I've been hosting on Airbnb from last 1 year and been super host twice

Yesterday a client stayed past checkout time checkout time was 12 pm I texted him at 12:10 as there's another booking ahead arriving at 2pm I called him but he didn't answered I contacted Airbnb support let them know the situation but he didn't responded then rang the bell knocked the door waited outside the apartment till 1:30pm then he came out resisted to checkout late I requested that there's another client arriving i have to clean the apartment properly so he won't leave a negative review he then talked rudely and left the apartment was in very nasty condition there was beer cans all over and cigarettes ashes were all there which I clearly mentioned in listing and as well in inbox that smoking inside apartment is not allowed and fine is 50$ but he didn't followed house rules anyway I cleaned the apartment alongside cleaner quickly and let next client check-in and reported Airbnb about this issue provided all the details and screenshots called them multiple times and they asked me to send a reburisment request if you asked for a fine I did and after seeing that request the guest left a fake negative review in retaliation and called Airbnb again and ambassador said it's like retaliation case and Don't worry specialize team will remove soon and working on it I was worried so I continued providing them detais and been in touch with them alll day and after 30 hours the told me on email that the review can't be removed why is too what I have done wrong?  Please help I have invested Soo much in this apartment and took loan from bank to complete it I was about to get this listing guest favorite now am not getting bookings because of this review I have to pay loan it's very disheartening please help me am not in financial condition to afford this is Soo unfair I did nothing wrong

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[Shelley159]

Hi @Uzair20 

It can be a very big problem when guests check out late.

For the future, you need to set checkout and check-in times further apart to help you cope when things go wrong (late checkout, early arrival or unexpected workload ... or, on a really bad day, a combination of these!).

In most areas the standard time between guests seems to be at least 4 hours (in some areas more).

Look at a number of listings in your area to get a feel for what time limits guests will expect in your region.

Then set your own times more or less in line with that, while leaving enough preparation time for you to cope when things go wrong.

[Uzair20]

Here standard time is 12pm checkout and 2pm check in if I change guest won't book even clients demand to Check in at 12 or 1pm

[Frances3408]

@Uzair20 . Be wary of the slippery slope in trying to please the demanding guests and sticking to what everyone else does. Look for those guests that dont demand then exceed their expectations. You already have some fans. 

Just my 2 cents. 

[Frances3408]

@Uzair20 . You got a thoughtless guest and did nothing wrong apart from getting annoyed. 

Ok, a few suggestions moving forward:

1. Move your check out time back to 11am; 2 hours turnover is really tight, even for a unit and doesnt allow for things to go wrong. 

2. Remind guest at booking time that check in and check out times will be strictly as per listing unless prior approval by host is granted (your wording is a bit vague) and remind them again night before check out.

3. Smoking. Did the unit smell? The cigarette butts in the cup may have been collected from when he was on the balcony. You mention cigarette ash were all there but provide no pics here. I make all my listings completely non smoking but appreciate that may not work for your type of guests. But i do note the next guest after specifically commented on non smoking room availability so consider.

4. Airbnb doesnt enforce fines from what I read. Better to try lodging an excessive cleaning bill from your cleaner and make it a higher amount to cover their extra time.

5. You are running a business. Be professional, firm but polite and be prepared to follow through by entering when guests overstay. 

As hosts we need to take the high ground and try not to feed into the negative emotions guests can bring. 

[Uzair20]

Thanks @Frances3408 for your advice

[Uzair20]

He clearly violated the terms and overstayed but Airbnb continuesly rejecting without even considering that's unfair I want justice

[Emilie]

Hi @Uzair20, 

I'm sorry to hear that you've run into some issues with a recent booking, and I hope that Shelley and Frances' advice has been helpful. I can't seem to find the review on your account anymore, could you please let us know if you've heard more from the Support team and had it removed in the end please?

Thanks, 

Emilie