How can we escalate a request as an host

[Isabelle1619]

I just went tru the worst frustrating experience with Airbnb as a superhost. I am still shocked and I lost total trust in the platform. I ill never use it anymore as a traveler because the lack of respect. Unfortunately until I develop more business on other platform, I still need to use i as a host. Not for long I am hoping. The story: a guest booked my cottage for 8 persons, my maximal capacity, on June 8th. Few minutes later he messaged me this long useless story he was going to propose his girlfriend while there. And unexpectedly now more friends wanted to join (ok, you didn't know 10 minutes ago?).  I replied 8 adults was my maximal capacity and I couldn't agree to it. I list the reasons for that. His booking was for June28th to 30th. 

When I sent the check in information the day before his arrival, I noticed  he didn't really care about reading my note and that worried me a little bit. I ask people reply they acknowledge the rules before giving the code. He simply requested the code. He also requested twice to check in at 4pm. I was going away until the next morning that night so I waited he was in to go. I contact him again before 4pm asking if he was around already and also I wanted to give him my brother's phone number in case there is anything or any info he needs. 

He messaged me at 6:55pm saying he was standing outside unable to get in. (Then he will pretend my key box was broken but it was working fine in the afternoon that day and also when we went to the property after his stay). My bet: he didn't read anything at all in my welcome message because I even explain how to open a key box even if it is pretty basic. At that stage he knew he had a phone number to call but he didn't try to call he decided to break in (as per his own words). 

He called my brother an hour later to have the wifi password... that is on the welcome message. My brother replied within an hour. 

At midnight he tried to message my brother again asking the wifi. AT that stage, we replied the next morning at 8am. He admitted he didn't see the info on the welcome message... again. 

I asked how was everything he said it was perfect. 

Then the day of his departure he messaged me via Airbnb to say the stay was amazing and wanted to say thank you. 

The next day we went to the property and found a mess... which I suspected. We had to call for an extra cleaning team for a deep, deep deep cleaning. The floors were so sticky we needed to clean it 3 times. Dishes was not done. We found beer bottles half empty under the furniture. The floor was like a garbage bin: papers, Kleenex, chips bags, etc. Oh and chicken. Yes chicken. They grilled chicken, the BBQ was absolutely disgusting. We found leftovers on the floor, even in the beds. The spa.... was horrible! A brown circle, they also removed the filter (you definitely have to mean it to take the filter off) that sent dirt in the whole system. I then had to call maintenance to come for an unplanned visit, on high season to help us. SO deep cleaning, maintenance for few hours on emergency call, it means couple of hundreds dollars right there! 

I decided to reach out to the guests to say there would be fees for that. But I could see he didn't read my message and suddenly, I could see his contact info (phone number) anymore on the platform. Airbnb told me that was because he blocked me. I tracked down his phone number on my brother's phone and copied the message I had previously sent him. He suddenly was back on Airbnb and replied a very arrogant message and said I could do what i have to do he would then do the same. SO I said then I would need to go the formal way. I reached out to Airbnb.

Meanwhile, he went to put a nasty review and gave me a ONE star! ONE! I am a superhost with a near 5 stars rating! And remember, when he left he sent me the AMAZING STAY message!  It is so unfair! But with all proofs in hand, and seeing the bad faith and obvious lies in the review, I contact Airbnb asking to remove it sending all the proofs. Guess what!!!! AIRBNB rejected my request! It is unbelievable! 

He is what his review says VS the truth (and I provided the clear proof, screen shots of our communication). 

He said: Booked for 8 adults and host messaged me after payment it was for 6 adults non-refundable: TRUTH: He booked for 8 adults but requested more guests would join. This is where I explained i couldn't agree to the extra guests. And my policy is MODERATE so I don't even have control on it, guests have up to 5 days before arrival to cancel... meaning he had 15 days to cancel no penalty. 

He said the lockbox was jammed: I can ensure it was totally fine just before his arrival and right after his departure. My guess he didn't read the instruction. 

He then said I was on vacations whereas I had double checked he was in and sent an emergency number. He definitely didn't call upon arrival (I have tracking record of our phone logs). He says they forced in (it is illegal for whatever reason). 

He said the BBQ area was not usable due to heavy spiderwebs. I can ensure it was very clean. And times to times there can be little spider webs since the patio is surrounded by nature. But again cleaning was done same day so I doubt. I believe he went tru my 95 reviews and found a year before the only guest that had mentioned spider web and used it in bad faith seeking for something negative to write. 

In my communication after I found the mess I highlighted I was little worried because they had emptied the propane tank which made me believe they left the BBQ open all the way. SO in his review again in bad faith he said: Propane was almost empty.

He said I am accusing him of hosting a party : I told him considering the way we found the place seems like a party but that I wouldn't use it because how could I prove it. 

Then he mentioned hidden fees: It is not hidden fees, had he respected the property there would not be fees! The fees are the results of the way he disrespected the property! 

I send Airbnb all this with proofs of communication.

What does ARIBNB says despite the reality: "we determined that the review had been disputed twice and it appears to be in line with our review policy".

WHAT? So Airbnb endorses lies on a review?  The review was clearly done in retaliation by an individual with bad faith. Right away, the proof he messaged me he had an amazing stay VS the 1star review minutes later after I informed him of the mess shouldn't even need more investigation! The way he pretends I refused cancellation when clearly I have a moderate policy that gave him 2 weeks to cancel without even asking me is also so clear! Th screen shot of my communication where I explain I can not have more than 8 guests since it is my maximal capacity, which is what he booked for,  it is crystal clear! 

So he is fine according to which policy??????

Airbnb says: Our policy review system is intended to help ensure the feedback provided is authentic, trustworthy and useful for our community. Reviews should be unbiased and relevant".

So where in the bunch of lies do you find such great values? It is not acceptable. It is disappointing and totally unfair. 

[Joan2709]

@Isabelle1619 

First...so sorry this happened. I'm doubtful you will be able to get Airbnb to remove this review, as Airbnb doesn't arbitrate truthfulness in a review. You posted a public reply and wrote an honest review, so hopefully this guest won't do this to another Host. Prevention is Key to avoided a repeat of this situation. There were several red flags with this guest. Some suggestions come to mind to prevent this from happening again:

Red Flag - Instant Book 

Looks like this was a new guest with no previous reviews? If you had the optional Instant Book settings on, you should have received a Request to Book anyway. That is the time to ask A LOT of questions, especially for someone with no reviews. Do they answer your questions politely? Do they respond quickly? Are they demanding instead of asking? I suggest you turn off Instant Book and start vetting guests more; especially those with no reviews.

Red Flag - New Guest

New guests can be problematic, since they may not be familiar with how Airbnb works and the expected behavior under Airbnb's Ground Rules for Guests. Most guests don't read the listing description, House Rules, Cancellation Policy etc. and this is especially true for new guests. Ignorance is not an excuse, but you can do alot as a Host to help mitigate the risk. Some new guests are excellent, but some are not. 

Possible Red Flag - Non Refundable Option

We find the non-refundable option problematic and not worth it. Guests who are unhappy suddenly realized they booked a non-refundable stay (you said you had a moderate policy, but non refundable booking means they can't cancel for a full refund). Guests will make up all kinds of stuff to get out of a non-refundable stay, and/or retaliate as this guest did. Some Hosts still offer it, but send a message to the guest before accepting a booking advising them they have chosen the non-refundable option and asking if they would feel more comfortable with a refundable stay instead. Many guests just see the lower price and don't realize it's non-refundable. This is especially true for larger properties that have larger groups of guests. Travel delays, sickness, illness are all factors with larger groups. 

Red Flag - No Exterior Cameras

Please add exterior security cameras (and maybe even a noise monitor for the outside areas) - properly disclosed on the listing of course.

Red Flag - Guest Not Responding

If the guest had not responded, or I can see they haven't read your messages, contact them via text or voice and mention you have send check-in instructions via Airbnb and noticed they had not read or responded to the messages and you hope all is ok? Then document your conversation in the Airbnb messages by saying, "Hi [guest first name] we have sent several messages with important check-in information, but have not heard back from you? We sent a text and left a voicemail as well. Just wanted to be sure you are O.K.?" Then if they still don't respond several days prior to arrival, contact Airbnb and say you have not been able to reach the guest and concerned there is an issue. Ask Airbnb to reach out to the guest (they will also email the guest).

Add Smart Locks

We have found lock boxes and physical keys problematic. Anyone can make a copy of the key, guests lose keys, or have difficulty opening a lock box. 

Add Check-in Instructions With Photos

There is a place in the Arrival Guide to add instructions and photos. Are you using that? It's kinda in a hidden place in the Arrival Guide Section.

Add Photos to Your Check-in Message

You can add photos to your check-in message now. We add photos a map, photo of the front door and photo of the the smart lock with text on the photos (of course, if the guest doesn't read your messages, then this won't help).

Timing of Damage Claims

Most guest will retaliate if you file a claim for damages and Airbnb has not been removing these reviews as retaliatory. Send me a direct message if you would like suggestions on how to handle timing of damage claims in the future.

[Isabelle1619]

Thank you very much for your recommendation I will definitely go tru my settings and apply changes!