Host scams. How does Airbnb protect you as a customer??

Host scams. How does Airbnb protect you as a customer??

I am currently dealing with a host who left a false review after I had posted my 5 star review on them, even though we had no power for 48hrs. I thought I was being kind to do that. Anyways, now she is claiming that we damaged her garage and her table in the kitchen. Which a group of middle aged women playing a scrabble game is hard from the truth. But for the garage code I was able to find it was due to it being locked by us from the inside and their cleaning personnel opening it with the garage remote. Airbnb is still “investigating”. But also we were harassed by this woman from 8-9pm till 1am. She was threatening to sue us and told us to get an attorney because she has documentation of us reaching out to Airbnb for help on removing our review to her because now we can not edit it. Which is insane to me that once they post a review on you it seals their 5 star review you left them. No one could help us. They said to block it but the way they told us to was not correct on how to block and took 6 Airbnb agents and a supervisor along with me just doing opposite of what they said to figure it out. But that was by almost 3am. 

we feel absolutely at a loss with what is happening and this insanity of falsehood. I don’t feel Airbnb is in it to help the consumer. They go off any evidence the host provides. 
We just kept getting told a line that “we are going through protocol. To ignore her messages because this is a scare tactic Airbnb hosts will do”. But why!? I do not know.

7 Replies 7
Mike-And-Jane0
Top Contributor
England, United Kingdom

@JulieAnne13 if your stay merited 5 stars then why do you want to delete it?  Anyway you can delete it by reminding Airbnb that you own the words and legally they have to remove them if you ask them to.

Sorry if my post was confusing. No it wasn’t a 5 star stay. I was just doing it to be kind because she had seemed kind when we first started out. But then after I posted it she immediately made a false claim against us. Once I checked her reviews on other customers I saw the same pattern. 
the reason I checked the reviews she had been given others was because this was so left field and out of nowhere. We were in complete shock of the accusations.

we were also without power for 48hrs at this Airbnb with no help from the host.

I guess the thing is I should have given a full review of the stay and not give a 5 star out of being kind. That was probably not fair to others. If I could have edited it , I would have given a 2.5 . We had barely any water pressure, power not working so we could not work from home like intended, and her seasonings were all from 2021 expirations. She also said she had lanterns etc for the power outage and there was none. Plus the place was not as described on size. It was very small and the pictures did not give it justice. 

@JulieAnne13 

Always be honest in your reviews. I'm assuming you mentioned all the items you were unhappy with during your stay by contacting the Host and giving her an opportunity to correct the issues within her control (water pressue, spices expired, etc.)? 

 

I don't think the power outage was within the Host's control though. If it was a widespread power outage due to weather, there is not much a Host can do. I agree, Hosts should have some flashlights & lanterns for use in an emergency, but not having them doesn't warrant a 2.5 star review IMHO. 

 

Can't really speak to the damage claim the Host has made. Was there anything on the listing or in the House Manual that mentioned not to lock the garage door from the inside? Most garage doors I'm familiar with have automatic, remote controls and not a locking mechanism inside? I agree she should have been professional and not "harassed" you. Hopefully you have proof of the harrasment and can report that to Airbnb.

 

As @Mike-And-Jane0 state, you can contact Airbnb and have your 5-star review removed, as it obviously doesn't reflect your actual experience. You can also post a public reply to the Host's review if you wish.

 

Remove Your Own Review

https://www.airbnb.com/help/article/2673

 

"...Once a review you’ve written has been published, you can contact us to request for it to be removed."

 

Respond to A Review

https://www.airbnb.com/help/article/32

 

 

I’m new to Airbnb. There’s a lot to learn here it seems. No there was nothing saying to not lock the garage door. But we locked it because the power was out and allowing it to open manually from the outside. 
the reason for the power outage was out of their control but she was very rude and not helpful. I just thought okay we are just on our own to figure it out.

Airbnb had me block her due to the harassment in the chat. They have opened the investigation on her threatening to take legal action against me for contacting Airbnb. Airbnb also allowed me to delete the review I did for her. also they informed me today that they did not see any damages to this table that she is claiming. 
but my real concerns on top of this is the posts she’s done on everyone who’s stayed at her properties since November that is her reporting damages or the same damages she said we did that we did not do.

We had no power for 2 days..so we were walking in and out of the house for wood etc. she said we left mud everywhere and I assure you there was none! Sand maybe, if you were barefoot you’d might feel since it’s almost naked to the human eye to see.

 

i have never had to deal with something like this. Last night was extremely overwhelming since this is our vacation. To be told you need an attorney for contacting Airbnb and reporting the issues and power outages. It’s just irrational to me.

@JulieAnne13 

Sorry this has been so stressful for you. No one likes to be without power; especially not on vacation. Guests can contact Airbnb at any time if they have any concerns about a stay. The same holds true for a Host who has concerns about a guest. If this Host has repeatedly claimed the same damage on the same table and sought reimbursement from Airbnb, Airbnb will have a record of that. It may take a little time for Airbnb to complete the process. 

 

 

 

 

 

 

Basha0
Level 10
Penngrove, CA

although I am not sure what you can do, I realized that as a host I always take time stamped photos before a guest. I think going forward, guests should do the same just before they leave!