Fear of Retaliatory Reviews Prevents Hosts from Enforcing House Rules and Damage Policies

[Christoph3348]

Dear Airbnb Community,

I’m reaching out to express my frustration regarding a retaliatory review that Airbnb has refused to remove, despite clear evidence that the guest left it in response to being held accountable for significant damage to our property. This incident highlights a larger concern: allowing such reviews not only impacts hosts unfairly as they always have to fear a retaliatory review when addressing damages or house rules violations pushing them to not report any BUT furthermore it also sends a completely wrong message to the guest that it’s fine not to pay for damages, threaten hosts with a bad review and not taking any accountability. This destroys the whole system!!

Here’s the situation: during their stay, this guest caused $588 worth of damage to our jacuzzi. When asked to cover the cost, the guest refused. Airbnb stepped in and covered the damage, acknowledging the responsibility lay with the guest. Yet, Airbnb still allowed them to post a three-star review with misleading and retaliatory comments, which has since lowered our overall rating. Here are some of the guest's claims:

• "The place was a lot more off-road than I expected." Our remote location is clearly described in the listing, map, and photos. The guest even chose this location specifically to enjoy stargazing.
• "I drove a Tesla, so if you plan to charge, bring a mobile adapter." This irrelevant comment disregards the fact that our listing clearly states the type of charger available and our safety rules about EV charging.
• "The door lock is a bit difficult to open at times." We resolved this issue immediately, and the guest confirmed it was fine, so this feels misleading.
• "We insist we didn’t cause any damage to the jacuzzi cover, but the host claimed we did." We have documented proof that the guest caused the damage. This comment seems retaliatory.
• “We will be taking this to arbitration and potentially exploring legal options.” It’s unacceptable for guests to use legal threats against hosts, especially when they are the ones responsible for damages!!

This review dropped our rating, and it doesn’t just impact our listing—it undermines the effort and care we put into hosting each guest, making sure the house is in good condition when the next guests arrive, but now I always fear to even report damages! I feel like I’m losing either way: Either I report damages, get a bad review which hurts my business or I don’t, having to pay for the damages myself and making no money or even loosing money through that guest. Allowing reviews like this only encourages other guests to exploit the system. I really urge Airbnb to reconsider its approach to such retaliatory reviews, as they are harmful to hosts and the integrity of the platform. 

Anyone else feeling the same way?

[Merle-And-Kim0]

Yes, I agree......this is seemingly becoming an increasing issue....Airbnb is getting documentation from hosts proving damage and/or retaliatory reviews  (due to holding guest accountable for documented damage done, and  not feeling the need to follow and respect rules, etc) yet airbnb isn't removing reviews and hosts needing to spend ridiculous amt. Of time defending an already obvious situation.  

[Elaine701]

@Christoph3348 

"house rules" are for all practical sense, unenforceable, and getting Airbnb involved in that arbitration is just asking to be penalised.

Confronting the guest about any violation of "house rules" carries the risk of not only a retaliatory review, but potentially a demand for refund for fabricated atrocities you never committed against the guest.

So, just smile, thank them for choosing your place, and then write an accurate review of their behaviour, so that future hosts (like you) are better able to decide whether to allow this guest to book it 

It's my really your only recourse.