Formal Complaint and Potential Legal Action

[Rita3473]

 

 

 

 

 

 

 

I am writing to formally raise a serious concern regarding a recent guest and the handling of my case, which highlights systemic issues in how host safety and accountability are treated.

The guest repeatedly violated house rules: he smoked inside, brought unauthorized visitors twice, and attempted to bring the same unauthorized guest back in the morning. I refused entry, and he checked out around 10 AM. I documented all violations with photos and submitted them to Airbnb. Despite these clear issues, including safety concerns and false accusations, Airbnb took eleven days to investigate and then closed the case without offering any support or resolution.

Following this, the guest left a one-star review containing false claims that misrepresent my listing. My property is exactly as advertised in the photos, and this review has caused reputational damage. Airbnb’s failure to act effectively enables such guest behavior and leaves hosts vulnerable.

It is important to note that, under Canadian law, it is fully within a host’s rights to prohibit smoking on their property, including cannabis. Asking a guest not to smoke or roll a joint is completely legal and enforceable under your house rules.

While I want to acknowledge that Fred handled my case professionally and made me feel heard, the broader response has been disappointing and inconsistent with Airbnb’s stated commitment to host safety and protection.

Given the defamation and reputational harm caused by the guest’s review, I am now considering engaging legal counsel to pursue this matter formally. I urge Airbnb to review this situation seriously and provide a resolution that reflects the facts and protects hosts from similar abuse.

I expect a timely and concrete response.

Regards

[Rita3473]

@Selome0 Salome, I’ve tried all of that. I’ve been running around and have opened at least 15 tickets, only for everything to be shut down. What I’m trying to understand is whether, through this process, Airbnb will actually stand by a host if someone tries to exploit them.

[Graeme144]

The simple answer is, sadly, no. Airbnb won't stand by a host. Airbnb does what's best for Airbnb, and that apparently was to gut their host support and replace it with useless bots and people working in their bedrooms for below minimum wage who have no authority to do anything.

I have it in writing from a customer support worker that she can't remove reviews, like there's literally no way for her to do it. All she can do is send messages saying she 'understands your frustration' (but won't do anything about it). 

Airbnb aren't going to lift a finger to help you. That's the reality of the situation.

[Rita3473]

@Graeme144 so what’s the best way to deal with it? Just not care about reviews anymore. Is it happening because they have more hosts than guests? When did this new review system start. I feel helpless here. 

[Graeme144]

IMO the situation is the same as if you let your property by putting an ad in the newspaper. You wouldn't expect any support from the newspaper if one of the people who replied to the ad turned out to be a terrible guest. 

If someone breaks your rules, I guess you have three options:

1. The one you tried: confront the guest. Maybe gain compliance, but get an inevitable one-star revenge review that damages your business. Discover that Airbnb's support won't do anything about it. 
2. Moral high-ground option: Let them. Tidy up once they're gone. Regard it as a cost of doing business. Consider putting your prices up so you get a better class of guest. Remember that most guests don't cause problems. Leave them a one-star review if it makes you feel better, or just move on.
3. Unethical/risky option: Immediately report them as a no-show, which (theoretically) means they can't leave you a review. Then call the police or your intimidating friend and kick them out. Let them fruitlessly argue with Airbnb's support.

You ask why this is happening. IMO it's because there's an effective duopoly in global online travel agencies. Airbnb and Booking.com between them have the vast bulk of the market. As for when it happened: Airbnb's support was gutted during the COVID pandemic as a cost saving measure. Before that it was aparently quite good.

One last thought: a listing on Booking.com doesn't live or die by its review score quite so much as one on Airbnb does.