Guest caused damage, Airbnb ruled in my favor but the review still remains

[Bulut4]

Hi everyone

I have been hosting on Airbnb for just over 3 months and I am still learning as I go. One of my first guests, Eliana, left a stain on the couch during her stay. I work with a professional cleaning company that always sends me before and after photos. The apartment was cleaned on the 9th of March before her arrival, and then locked for hygiene reasons.

Eliana checked in on the 13th and checked out on the 16th. There were no issues during her stay. After she left, my cleaners sent me a photo showing a fresh stain on the couch. I contacted Eliana first, and she said she did not know about it. Then I contacted Airbnb and provided all the evidence, including photos and dates.

Airbnb reviewed the case and decided in my favor. They charged Eliana for the cleaning cost. However, she left a review giving 5 stars in all categories but only 2 stars overall. She said I blamed them for something they did not do. This is not true. I never made a false accusation, and Airbnb confirmed this by charging her for the damage.

I asked Airbnb twice to remove the review because it is misleading and harmful. But they said it does not go against the policy. I find this very confusing. If Airbnb agrees that I was right, how can a review that falsely claims I accused the guest still be allowed?

As a new host who works hard to offer a clean and honest service, this has been very discouraging. I would really appreciate any advice or ideas from other hosts.

Thank you

[Joan2709]

@Bulut4 

Unfortunately, the review system is broken. Guests will almost always leave a negative review if a damage claim is filed. Airbnb has not been removing these reviews as retaliatory, although clearly they are. I wouldn't waste your time trying to get the review removed. I would however, post an immediate public response to their review and just be factual and non-emotional. The guest caused damages that required extra cleaning and were asked to cover the extra cleaning costs. They posted this review after Airbnb approved the request for extra cleaning costs involved. Do not say anything in your public response that could cause Airbnb to remove it.

Timing of Your Reviews & Aircover Claims
Handling these scenarios is all about timing of your Air Cover claim and your review of the guest:

3 important dates to remember:

- 14 days to write/submit a review (Host & Guest)
- 14 days to file the Aircover claim
- 30 days to submit any addl proof if asked (video/photos/receipts)

I suggest Hosts not let on to a guest they will be filing an Aircover claim until the guest writes their review, or the 14day window is about to close. I suggest to my Host clients they wait for the guest involved to post their review first. Gather all your proof (video/photos/receipts/Police Report, etc.). Do not post your Host review and file your claim until the guest posts their review. If the guest doesn't post a review, wait unit just before the 14day cutoff and post your honest review first and file your claim immediately after posting the review. Give yourself enough time to enter the information on Airbnb just before the cutoff. If Airbnb asks for more information on your Aircover claim, you have 30days to provide it, so don't miss that deadline either.

If the guest writes their review, then no need to wait until the 14-day deadline. Post your honest review, file the Airbnb claim and some Hosts also message the guest AFTER both reviews are published and the claim filed that damages were discovered after their stay and can they shed some light on that? Guests cannot change their review once theirs and yours are posted...they only thing they can do is ask Airbnb to remove their review. This usually prevents "revenge" reviews from guests.

[Shelley159]

Hi @Bulut4 

By far the least stress-free way to address this for the future, is to have removable covers made. Custom-made, machine washable covers can be a bit of an expense, but well worth it. From the photos it looks like you should easily be able to have some made for this couch. Have 2 sets of covers made with zips of velcro at the back - something that opens easily and quickly. If the one set is dirty, quickly change it for the other before the next guest arrives. Then you have plenty of time to clean or repair any stained or damaged covers afterwards.

It also helps in that you can put them through the washing machine every now and then anyway (even when not specifically stained), just to keep them looking clean. Something with a slight pattern (instead of a solid colour) looks cleaner for longer.

[Chad548]

Well welcome to Hosting 101.  On some of these you have to make the call if the charge is more expensive than an unhappy guest review.  Get the issue fixed and I agree file any claim on day 14 after check-out. That is when you have to file a claim by, that will also give them less time to leave you a bad review if they are just trying to to leave you a bad review in retaliation.

I would also post a short factual response to their review, you don't want to come off as too harsh or that will be another deterrent for other guests to stay.  You may have to adjust your price for the next few stays to get better reviews and make this one less noticeable.

Best of Luck.