Guest retaliates with false 1 star review after claim for damages is made and paid by Airbn

[Shaun124]

Recently I had a situation where a guest wrote a false review in retaliation to me requesting funds for damages and leaving the place in a mess.

Airbnb paid a claim and said if I got proof the guest was lying in the review, I could have the 1-star review taken down. The guest claimed there was an Air conditioning issue on the last day of a 3 day stay and we did nothing to fix it. It was 1 of 3 ac units in the property being used in winter in Florida.

We KNEW it was a user error, we attempted to enter to fix it. We were denied entry during the stay, probably because the unit was trashed.

I sent the proof after paying $175 to have an AC technician go out, and the video proof of us asking the guest to enter to fix the unit, only to be told they can’t take the review down as it does not violate Airbnb policies. That is completely unfair, especially after me paying to have someone to come out to prove this.

I asked the CS agent the following

1. How can a incorrect review written in anger as a response to a claim being requested from guest who trashed the property be upheld?
   2. Airbnb agreed with me and pays the claim.
2. 
   The review is inaccurate and false. Not my words, but the words of a state licensed technician who inspected the property and provided written proof that the claims were false.
   
   From Airbnb Policies
   
   Moderating for relevance
   
   Reviews provide community members with information and insights that help them make better booking decisions. Reviews are most helpful when reviewers accurately recount their experience and provide their honest opinions.
   
   Where a review contains information that is unrelated to an experience as a host or guest, or is focused on something beyond the control of the person being reviewed, our moderation team will weigh the relevance of the review by assessing:
   
   Does the review recount the reviewer's experience and provide their personal perspective?
   Is the review helpful to other members of the Airbnb community? Does it provide essential information about a host or guest, listing, or experience that would help others make more informed booking decisions?
   
   The guest claimed there was an Air conditioning issue. We KNEW it was a user error, we attempted to enter to fix it. We were denied entry (video proof provided).
   
   We were advised by Airbnb to get an licensed professional to write a report. We did this and paid for it.
   
   We submitted the report to Airbnb.
   
   Airbnb policies state "Reviews are most helpful when reviewers accurately recount their experience and provide their honest opinions."
   
   This is not an accurate account and honest opinion. How do we know this, I provided video and a licensed professional written report. What did the guest provide? Nothing!!!
   
   Airbnb policies state" Where a review contains information that is unrelated to an experience as a host or guest, or is focused on something beyond the control of the person being reviewed, our moderation team will weigh the relevance of the review by assessing".
   
   The guest sent information that was beyond my control as it was false. I cant fix something that does not exist. The denied us entry when we tried.
   
   If i had completely ignored the guest and we truly had a problem with the air conditioner, then I would not have any reason or grounds to depute this review.
   
   I strongly believe had we not filed a claim for excessive cleaning and damages, the review would have been different.
   
   Is Airbnb now suggesting that we dont report bad guests and make claims, because if we do and the guest retaliated by writing a review that is opposite to" Reviews are most helpful when reviewers accurately recount their experience and provide their honest opinions." (Airbnb words not mine).
   
   If I provide proof that the review is not an accurate recount of the experience and it is not an honest opinion, how can this review not violate the very policies you have set.

All I have been given is canned responses were CS did not even insert my name where it says “name “in the canned response and refferrd to the very article I am referencing.

The double standards Airbnb initiates is so frustrating

[Genaro18]

We both got lucky today.

Me: I read the headline and first sentence. Yes, exactly the situation you described. Good news, we lived to tell the tale, and you will survive it.

Bad news: It will happen again. and again. 

Good news. It won't happen every time if you are as attentive and document every breath you take as you did. I call that "Airbnb Makes Me Do Homework Every Day for No Reason"

Bad News: We are 5 years, - but that is really a useless thing to say in these Forums, it's not really a badge of anything. 4,000 Guest Check Ins? . I only count each time we pass a 1K bench mark. 

It's exhausting putting "Daily Airbnb Homework" actually on our work board. Yes, it is called that.

I have the temperament that our staff intervenes quickly when unfairness, and absolute insane needless inability to see something obvious is occuring. Its my trigger.

This post basically is this:

Guest causes catastrophic level problem then complains about it.

Host runs through Fire to get it solved

*While Host is on fire, Guest is calling Airbnb to set themselves up as victims in story

Host solves problem, that's what they signed on for, *not knowing* the first knife is already in their back.

Guest vanishes, knowing they have zero accountability for anything, and they really know

Host puts puzzle pieces all together while simultaneously watching their reputation die a slow death in public as all future bookings read about a hot state of Florida property with no AC

Host is forced to drop price 20%. On a lie.

Old days: ONE WORD--> Irrelevant. That got over a DOZEN reviews of revenge taken down (or secret word : ~~~hidden review~~~ shhhhhh they don't actually exist wink-wink-wink

New days: Nothing is removed. and bad news if you THINK something was removed

1. It might look removed "to you and only you". Boy that sucks, huh?

2. Suspensions and big moves no longer are about the words "It's all in the stars baby". Do the math if you want. Pick any average above 4.7. add a "straight 1.0's across the board"? You're suspended. One more tenth - you get a week off. 

I have had Resolution Center claims of upwards of $1,000 of vandalism, deliberate acts caught ON VIDEO, including a BRICK THROUGH A WINDOW - all PAID CLAIMS. . . some accounts do appear gone . . but

The REVIEWS are like "Talking Dead" - zombies that live forever. 

Get used to it

Those kids as the "new agents"? they are at home, cafes on mobile devices, I have yet to get any proof that a single call has actually been recorded since aroud August 2020. There was a system to get those calls or transcripts. Go ahead and try. 

The big clue, is the way the agents talk, act, and decide. They fear no recording. I can tell. 

You sound like an amazing host. I only learned to be as fine tuned as you AFTER getting burned by "The New Breed of Agents" started in 2020.

("Drunk guest stumbles through 14 East Asian framed partitions, and 4 antique 4 foot glass standing vases placed to front of them, to get to liquor cabinet she spies out of her area at 3am") We got everything paid for. Except for the 1.0 stars, suspension for 1 week. 

[Shaun124]

OMG

you are so right and I am seeing more and more of this "Airbnb Homework" and less and less effort from CS to actually get things done fairly.

I have NEVER had so many unfair perceived client issues as I have had in the last 12 months.

How do you get multiple 5 stars before a certain guest and many after. Guest gives 1 star and gets a refund by Airbnb with no opportunity to respond and case is closed immediately. This after staying 4 days and then on the last day claims ans shows staged photos of cleaning issues (caused by them).

I never got a chance to respond.

[Huma0]

@Shaun124 

I wish I had some useful advice for you, but unfortunately I don't as this is exactly how Airbnb has intentionally set up its policies and CS to deal with these types of situations. They do not want to get involved in 'he said, she said' situations and, even if you have proof, they don't want to have to deal with it.

I have heard this same story over and over again but I still feel your pain. It is not right. This is exactly why hosts live in fear of ever asking a guest to pay for damages. We are held hostage by the unfair review system.

[Shaun124]

You would think that Airbnb would treat hosts better. To them we are just a pawn in their playbook.

[Shaun124]

I have just been contacted off platform and referred to Fair Shake. Apparently they will act as a 3rd party to protect host rights in a dispute with Airbnb.

Interesting articles on line

[Jay1798]

I had something similar happen to me. It was extremely stressful and unwarranted, and I empathize to how you might feel right now.

I had to contact AirBnB relentlessly - I wouldn't leave them alone. Eventually I got everything sorted with a "just this once" statement. I hope I never have anything like that happen again. I'm now very selective about guests.

[Julie4472]

I’m a relatively new host. I just started last year. Ive only had one guest treat my place poorly and they agreed to pay, but I had quite a bit of evidence. 

I’m so afraid of a guest trashing my apartment worse. What can you do to be more selective about guests?

[Meccah0]

You can kinda tell by the person profile when they are gonna be a problem I’ve notice countess of times, you gotta have some intuition 

[Shaun124]

Unfortunately it seems like I am always arguing with Airbnb on how they implement and conduct their policies. I have NEVER had 1 issue like this with VRBO.

Guest lie and they believe them with no proof. Airbnb gets proof from us and its never accepted that the decision made is wrong. Why are we continuously being made out as the bad guys?

[Taisha4]

This is so crazy. I just got off a 5 days suspension. It is crazy how Airbnb treats the hosts and just believes everything a guest says. just wow

[Aimee158]

@Aimee158 Loganville,GA

I had the same problem with ratings when a guest didn't read the listing.  My listing states 2bedrooms and bathroom private with shared kitchen,and 4other common areas. Im  a 4 year host and witnessed "Brittany" rate me a 1star killing my 4.8 average rating, destroying my happy passive retirement income (zero new reservations) and Airbnb sided with her giving her a refund. The review is she was upset I lived there. Where is the accountability for guests! I can't stress enough read the listing before booking. It is unfair to allow such power to guests with no accountability or consequences. Why has it changed? Years ago it wasn't like the platform now. I thought having been rated for 4 years and 94 reviews should account for my character and clearly flag a problematic guest that has no reviews and is a liar. Sadly, nothing but close threads!

[Meccah0]

Yes I agree AirBNB needs to do something about that, the same thing happened to me, this lady gave me a 3star almost messing up my superhost Status. Hey if you know anyone else who is doing Airbnb in Loganville let them I’m looking for a cleaner plz 

[Alicia753]

Hello @Shaun124, disputing a false review on Airbnb as a host involves a few key steps. Here's what I can recommend and hope this helps.

1. Contact Airbnb Support: Reach out to Airbnb through their help center. Submit a review dispute. Be clear and concise in your explanation, focusing on how the review violates Airbnb's policies.
2. Follow-Up: If you haven't heard back from Airbnb in a reasonable amount of time, follow up with them for an update on your dispute. Feel free to request to have the review checked.

3. Respond Publicly (If Appropriate): While waiting for Airbnb's decision, you may consider publicly responding to the review. Keep your response professional and factual. This can help future guests understand your side of the story. 😊