How are poor hosts held accountable?

[Nicole4255]

In July 20525, I booked an Airbnb. When we arrived the place was filthy and there was an odour that indicated a plumping issue. The sheets were smeared with dirt and the sink had grease and limescale.

The fire alarm they claimed the property had was also ripped off ceiling so it was also a safety issue.

Then found out the 'hosts' of the property were not the people who were messaging me and I received emails and messages of 5 different people when raising the issue, none of whom were named as hosts on the listing.

I reached out to the hosts, providing them pictures of my claims and I asking if there was any way we could be compensated and immediately they accused me of false claim (despite me providing pictures of the dirt). I then escalated with Airbnb and Airbnb after seeing the photos offered me a refund. 

Following this, the host left a poor review on my page accusing me of being a 'scammer' but I have provided pictorial proof of the issues and they refused to deal with it. As this was my first stay and I have never booked before, it is now the only review on my page. 

Is there any way of them being held accountable? 

[Patricia2526]

Hi @Nicole4255 

Sorry to hear about your experience during your first stay. It’s actually quite common for hosts who manage multiple listings to have several co-hosts assisting with guest inquiries, turnovers, and all the day-to-day tasks that come with hosting. That way, everything can run more smoothly. Have you tried reaching out to Airbnb Customer Support to see if they can help remove the bad review? Sometimes, if it goes against Airbnb’s review policies, they may take it down.

[Nicole4255]

Hi Patricia, I was just in contact with Airbnb and they have said the review does not go against the policies however it includes coercion and was posted in retaliation so I'm confused at why they have decided to keep it up.

[Mike-And-Jane0]

@Nicole4255 hosts are held accountable by reviews. Your host's reviews are generally stellar with your being a significant outlier. SO we have a host with hundreds of reviews and you with just the one. Not sure who to believe but if you had booked with us I would have cancelled your stay just in case I am afraid.

[Nicole4255]

Just sharing perspectives. 

[Joan2709]

@Nicole4255 

Difficult to determine the situation, as your perspective and the Host's are vastly different.

What did Airbnb say when you contacted them and said you couldn't possiblly stay at the listing due to it being filthy and having an odor? Did you leave the listing and have Airbnb help you find another place to stay?

Sadly, many Hosts have received negative, false reviews from guests, that Airbnb will not remove, so that is the other perspective.